Service Advisor Courtesy

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Service Advisors are the key customer contact. In certain situations Service Advisors are the first and last people that customers come into contact with. Therefore, it is suggested that Service Advisors be courteous at all times. Courteousness can help to establish a trusting relationship between your customers and your service department.

• Service Advisors should use the customer’s title and name unless the customer asks to be called by their first name.

• For customers who have appointments, Service Advisors should promptly greet the customers by name, have an appointment or reservation worksheet ready to record the customers’ basic
information, and speak knowledgably about the customers’ vehicle.

• For non-appointment customers, Service Advisors should promptly acknowledge arriving
customers by smiling, waving, or giving a polite greeting.

• Throughout the interaction, Service Advisors should exhibit good listening skills. This involves
encouraging customers’ needs have been met. For example, a good closing question would be,
“Is there anything else that we can do for you today?”

• Advisors should under promise and over deliver.

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