In the automotive industry, a service advisor typically operates in a car dealership and is the intermediary between the customer and technical personnel. They collaborate with customers to diagnose issues with an automobile, as well as give technicians precise repair descriptions. Moreover, service advisors are accountable for welcoming patrons, hearing grievances, booking sessions, and estimating expenses. 

A great customer service advisor should be: 

1. A people person - They should be able to build rapport easily and make customers feel comfortable. 

2. An active listener - They should be fully present when speaking with a customer and understand their needs. 

3. Organised - This will help them stay on top of appointments, schedule changes, and other requests from customers.

The ultimate goal of an automotive service advisor is to ensure that every customer is behind the wheel of a safe and dependable vehicle. But the question remains, how can we ensure that service advisors stay on track with this mission? Here are three characteristics of a good automotive service advisor. 

1. Building Strong Customer Connections (Friendliness)

The foremost duty of a service advisor is to establish a positive relationship with customers. Greeting them with a warm and inviting phrase when they arrive can go a long way in creating a friendly atmosphere. Instead of using common phrases like "Can I help you?" or "Do you have an appointment?", try a more personalised and approachable greeting such as "Good morning, I'm Abu. How may I assist you today?" This will make customers more likely to share their service needs with you.

2. Expertise in Your Field (Reliability)

Service advisors must possess strong customer service, interpersonal, and communication skills. They should feel confident in making decisions and solving problems based on their knowledge of automotive technology. A competent service advisor should be able to explain the manufacturer's requirements and recommend appropriate services for the customer. It is important to offer all possible options and let the customer make a decision, rather than waiting for a mechanical failure and incurring additional repair costs.

3. Understanding Your Customers (Understanding)

It's crucial for service advisors to thoroughly understand the complaints and concerns of their customers. Take the time to listen and experience what the customer is going through. Communicate this information to the technician to speed up the repair process. Listen attentively to your customers and suggest accessories that can enhance their experience, rather than just making sales. If there is damage, let the customer know and offer to repair it. By showing that you are aware of the issue, you create an opportunity to sell the repair.

Remember, the ultimate goal is not to push unneeded, unwanted, or unaffordable services onto the customer. The role of a service advisor is to provide expert guidance to ensure the customer leaves with a vehicle that is both safe and dependable. The advisor should prioritise informing the customer about what is necessary for the vehicle's proper functioning, rather than maximising sales.

Want to start your own foray into the world of automotive customer service? TOC Automotive College has got you covered! The Automotive Customer Service course is designed for you to learn and master the art of customer service, as well as to understand the overall technical side which includes; car maintenance, car repair, and car diagnosis.

With both the customer service skills and the automotive technical ability, you’ll be the talk of your dealership! Find out more about this course here: https://www.toc.edu.my/programmes/automotive-customer-service

If you’d like to know more about the automotive industry or if you’re still unsure whether it would be a good fit for you, don’t hesitate to have a chat with our automotive course counsellors, who would be happy to help you out!