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).
Current state of your service business, current scheduling practices, tools
A review of your goals and how you would like things to work
Customization of inbound call guides, word tracks, processes to match your store needs
A look at potential outbound campaigns, marketing events, recalls we can support
Side by Sides with current staff so we can better understand team, strengths and needs
Review pre-workshop phone shop evaluation. (if applicable)
Best Practices in selling and scheduling service appointments
Outbound skills to drive campaigns and other programs
Coordination between service schedules and service advisors
Basic service capacity management and best practices in shop loading
Lots of practice in the form of role play, case studies and situational awareness
Access to trainers for feedback and content development
Post workshop secret shopper and evaluation
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.