Service Advisor Coaching - Technical Topics

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One to one coaching for Service Advisors - Module 3

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Typical Coaching Content

Technician DVI Engagement

DVI’s are a critical element of your business model.

Most of the technicians in the workshop are completing DVI’s on time and in full.

Technician A is reluctant to say the least.

How can I up their engagement?

Open Loop Estimates

Our workplace is producing estimates at the phone call stage, many of which don’t come to fruition.

What can I do to help the front of house team to better qualify enquiries, before we get to the estimate stage?

Declined 'Amber' Work

We are finding lots of vehicle inspection work that is classed as amber.

We do win some of this work but the percentage is quite small.

We are trying to reduce our car count and increase our average invoice value, following your ‘more is less’ principle.

I need some help to drive up the conversion rate, to ensure our customers are being handed back reliable well maintained vehicles.

Handling Difficult Client Calls

I am having some difficulty handling difficult client calls.

Typical calls are the type:

They know what’s wrong with their car and don’t need an assessment. They just want a price to fit the part.

Mr and Mrs Angry (for no reason).

Clients who want to while-you-wait for diagnostic services

The want an estimate without us seeing the vehicle.

The want a price up-front before they agree to a booking.

I need some help with my call management strategies.

Service Advisors are back at work inplimenting all of the new knowledge gained from their previous formal training courses.

In some cases there may be quite a few changes that are necessary in order to simplify garage operations, to transform into a thriving team and to increase business profitability. This is where our one-to-one mentoring program comes into it’s own.

Support.

Our coaches will help to support you as you drive the changes necessary.

They will help you plan, they will be there to answer questions.

They will be there to help you work through any and all issues that you face.

Regular One-to-one.

At this stage of your development as a Service Advisor, you will receive an individual coaching call with a member of the coaching team every month for the duration of your program.

Urgent support.

In addition to the regular calls, you will have access to up to 2 hours per year of emergency, brain-storming or problem solving calls with our coaching team to help you cope with the known unknowns.

Stronger Together.

Team Technical Topics are with you every step of the way as you develop into the best that you can be.

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Fully Supported High Quality Service Advisor Training

This training course is the second of two modules in the service advisor training programme.

Each of the modules are supported by pre-course e-learning on our TTHQ Remote portal.

The pre-course learning should be completed before you attend the course.It will ensure that you will be up-to-speed at a base level of learning, before you attend the face-to-face course.

The course face-to-face element of the training is held at our skills centre TTHQ2 in Bridgwater, Somerset.

After the course, we will have a follow-up video group chat, to assess your progress and to help with any work based implimentation queries that may have arisen since your return to work.

Once you have successfuly implimented the learnings from The Road To Technical, you can consider attending Module 2 ‘ The Highly Effective Service Advisor’.

Please note: each module is purchased separately as a separate 2 day course with pre and post support.

Module 3 of the Service Advisor training program is the 1-2-1 coaching element.

Our expert training consultants work directly with Service Advisors, on a 1-2-1 basis to help them reach their absolute pinnicle.

Together with their coach, they will work on specific development areas to become the very best in the business.

Please note: enrolment Service Advisor Coaching relies on completing Module 2 and attending a coaching suitability meeting.