Service Advisor - Independent Workshop
New for 2026.
A course specifically designed to recognise the special demands of working as a Service Advisor within the Independent Workshop environment.
Session 1
1) Your expectations as a Service Advisor
- Your role
- Job Description
2) Looking through the eyes of a Customer
- Who gives great Customer Service?
- Customer expectations in 2026.
- Customer feedback
3) What is "Service"?
- Who are the service team customers?
- Why Service at your workshop?
Session 2
4) Customer journey through the workshop
- Understanding the key Customer touchpoints in the workflow of the workshop
4.1 Making an appointment
- Importance of asking the right question.
- Booking appointment/pickup times
4.2 Preparing/organising the repair order
- Being ready to create opportunities
4.3 Receiving the Customer.
- Setting expectations
4.4 On the hoist
- Customer update after initial inspection
- Selling what the Customer needs
4.5 Returning the vehicle and delivering the invoice.
- Delivering the value of the service
- Leaving a great last impression
4.6 Customer follow up
Session 3
5)Customer Behaviours
- DISC - Behavioural types
- Selling to behaviours
6) Service Advisor - your role as a sales consultant
- Selling by Advising
- Selling dos and don'ts
Session 4
7) Selling Service - Effective Communication
- Communication skills
- Non verbal communication
- Telephone and email dos and don'ts
8) Selling Spare Parts
9) Strategies for handling customer conflict
Session 5 (optional)
Workshop Performance metrics.
- Gross Profit
- Labour Cost of Sale
- Labour hours to book
- Measuring Technician output
- Importance of parts sales