Service advisors are trained to effectively write-up customer concerns in a clear and concise manner to ensure the technician has adequate information to evaluate and repair the vehicle.

Service advisors use diagnostic worksheets as a tool to communicate the customer’s perception of the problem to the technician.

Potential survey claims are identified with a stamp, or some other type of indicator, to advise everyone in the process (i.e., advisor, technician, parts person, cashier, manager) that this customer will be receiving a CSI survey.

Dispatching of work is carefully monitored to ensure effective assignment of jobs to a technician that is qualified to complete the work.

A quality control process is in place that emphasizes the service advisor’s responsibility to record all customer concerns and the technician’s responsibility to ensure the repair addresses those concerns.

Technician training is emphasized.  Skill levels are constantly monitored and updated.  Each technician has a plan, timetable and incentive to increase his/her knowledge and expertise.

Driveability, squeaks, rattles and wind noise are the most common problems requiring a second trip.  Customers become part of the process through a road test to isolate the problem and delivery is scheduled to allow time for a test drive (not 5:00 p.m.).

Shop comeback logs are kept to isolate training or other matters that require action.

Technicians and advisors are paid a bonus based on the total service department CSI score.  This fosters a “team” attitude among the staff.  Also, CSI scores often do not contain adequate sample sizes to support individual based incentives.

Advisors make time to contact each customer to discuss the status of the repair.  Top advisors use the “Dr. Pepper” concept, simply meaning they set aside time at 10:00 a.m., 2:00 p.m. and 4:00 p.m. to make customer contacts and follow-ups.

The number of repair orders handled by the successful advisor averages 17 – 22 per day.  This allows adequate time to meet customer expectations.  It is noteworthy that these dealers average 18% higher sales per repair order than typical Regional averages.

Appointment systems with daily follow-ups and confirmations are essential.

The Pre-Delivery Inspection process is taken seriously and limited to certain technicians.

The service manager will spot check (without warning) a vehicle that has been PDI’d for delivery.

Dealer trades and old-age inventory are re-inspected.

Customers are contacted, prior to the submission of a warranty claim, to insure their complete satisfaction with the repairs performed.