How you answer the phone is extremely important especially to a customer that has just experienced a vehicle failure. Bruce provides some great guidelines on how to answer the phone.
Lessons learned: follow your own rules; they are there for a reason.
What is the purpose of a service advisor? One previous trainer said that the purpose of a service advisor is “Get car in shop!” While that may be part of it, there is much, much more involved.
Most shops today pay their advisors based on total sales. While I agree that everyone should be paid according to what they produce, this type of pay structure pressures the advisor to “sell” in order to get a decent paycheck.