Customer Service is designed for students interested in knowing more about the role of the professional automotive service advisor.

While the responsibilities of the service advisor are quite different from the auto technician’s, the two must work closely together.  Key to the service process is the service advisor’s ability to translate both the customer’s concerns and the observed symptoms into the standard language of a shop repair order.  While the service advisor contributes to the diagnosis, the final analysis is the responsibility of the technician.

Bergwall’s Customer Service Course examines the eight factors that affect Customer Satisfaction: Convenience, Positive Image, Professionalism, Brand Name, On-Time Delivery, Price/Value, Quality Workmanship and Trust and Confidence.

In addition, students will view video clips demonstrating examples of the proper way to meet customer’s needs.  In addition, students will view plenty of examples of what not to do when servicing customers.

Customer Service consists of the following video clips:

• Introduction
• Customers Speak Out
• Put Yourself in the Customer’s Shoes
• Improving the Quality of Service
• Importance of Staying Informed
• Building Trust
• Honesty is the Only Policy
• The Power of Small Gestures
• When Mistakes Happen
• Customer Satisfaction Factors 1-4
• Customer Satisfaction Factors 5-8
• Program Summary
• Being a Service Advisor
• The Nature of the Work
• Skills for Service Advisors
• Rewards/Challenges
• The Service Delivery Process
• Greeting the Customer
• Gather Information
• Customer Data and Details
• Diagnosis and Completing the Repair Order
• Getting Customer Authorization
• Customer Pickup