- btain the customer’s approval and signature after first making sure the customer understands the dealership payment policy.
- Contact the customer for authorization whenever the repair order needs to be extended beyond the agreed estimate and give him the new total cost estimate and new delivery time.
- Record the results of the contact on the repair order and any additional instructions authorized by the customer (or the customer’s refusal to authorize additional safety related repairs).
- Follow-up while the repair is in progress to ensure its completion on schedule in accordance with repair instructions.
- Maintain & Update customers file, (follow-up system) telephoning customers who have not responded to a mailing; assure customer satisfaction by calling customers who have had major repairs carried out on their vehicle.
- Settling customer complaints promptly.
- Explaining to the customer work performed and parts replaced when presenting the invoice.
- Informing the service manager about trends in customer attitude, customer appointments and shop performance.
- Informing the sales department of the customer’s intention to trade or sell.
- Perform a test drive after completion of repairs if necessary.
- Attend training that the distributor provides for service advisor.
- Maintain neat and tidy appearance for greeting customer.
- Develop communication skill to reinforce customer relationship.
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