MAXIMIZING YOUR SERVICE RESERVATION PROCESS

Make it easy for your customers, and free up your service advisors.

The Service Reservation Process is the beginning of every service interaction with your customers. This three-minute phone call influences customer satisfaction, service retention, customer loyalty, loaner and rental car management, capacity management, and overall service-drive flow. We will help you make it easy for your customers, and free up your service advisors.

During this workshop, we will collaborate with your team to customize and create the best possible reservation process for your environment. We will then introduce your team to these processes while practicing inbound and outbound phone situations. We will emphasize both the customer experience and the functional process. This course will benefit stores with or without a Business Development Center (BDC).

Sales Performance
Sales Force

Pre-Workshop

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Current state of your service business, current scheduling practices, tools

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A review of your goals and how you would like things to work

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Customization of inbound call guides, word tracks, processes to match your store needs

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A look at potential outbound campaigns, marketing events, recalls we can support

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Side by Sides with current staff so we can better understand team, strengths and needs

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Review pre-workshop phone shop evaluation. (if applicable)

Workshop

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Best Practices in selling and scheduling service appointments

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Outbound skills to drive campaigns and other programs

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Coordination between service schedules and service advisors

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Basic service capacity management and best practices in shop loading

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Lots of practice in the form of role play, case studies and situational awareness

Post-Workshop

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Access to trainers for feedback and content development

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Post workshop secret shopper and evaluation

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Additional onsite days if desired

Contact us to discuss a customized workshop for your team!

Workshops attendees will receive call guides, word tracks, email and voicemail templates as well as our Maximizing Your Service Reservation Process workbook.