Quantcast
Jump to content


Joe Marconi

Automotive Management Training

Recommended Posts

The other day one of my service advisors dropped a car off at the local dealer for a recall. We were doing some routine work for the customer and she told us about the recall, but said she had no time to take it to the dealer. So Mike, offered to take it to the dealer for her.

 

When Mike returned I asked him how the experience was. He said, “Not that good”. He went on to say that that the service advisor never made eye contact, appeared uninterested and spoke in a monotone voice. My first reaction was, “Wow, great news for us”. But then it got me wondering how many independent shops around the country are delivering customer service?

 

Everyone who has contact with the customer must be trained in the art of Customer Service. And constant training, just like on-going technical training is crucial. Another thing: Be careful who you put on the service counter. I have made a few big mistakes in the past by hiring the wrong people, which cost me dearly!

 

The Automotive Management Institute (AMI) has great courses in management and customer service, and of course Elite (the company I am affiliated with as a business coach/consultant) also has great resources.

 

What about other shops, where do you get training, what training have you done and how do you hire service personnel?

 

 

 

Share this post


Link to post
Share on other sites


Join the conversation

You can post now and register later. If you have an account, sign in now to post with your account.
Note: Your post will require moderator approval before it will be visible.

Guest
Reply to this topic...

×   Pasted as rich text.   Paste as plain text instead

  Only 75 emoji are allowed.

×   Your link has been automatically embedded.   Display as a link instead

×   Your previous content has been restored.   Clear editor

×   You cannot paste images directly. Upload or insert images from URL.




×
×
  • Create New...