Question

What additional tasks should a Service Advisor do during greeting and write-up with a customer who is having Safety Recall or Service Campaign service completed?

Answer 1

A Service Advisor should undertake various communication and organizational tasks during a Safety Recall or Service Campaign, such as verifying customer information, explaining the recall, checking vehicle history, ensuring complete service, and providing transportation solutions, all while maintaining a professional demeanor.

Step-by-step explanation:

The main answer to the question regarding the additional tasks a Service Advisor should do during the greeting and write-up with a customer for a Safety Recall or Service Campaign service involves a multi-faceted approach focused on communication, organization, and customer service. During this process, it is crucial to ensure the customer is informed about the specifics of the recall or campaign, including the safety implications and what work will be performed on the vehicle. The Service Advisor should:

• Verify the customer's contact information.
• Explain the nature and importance of the recall or service campaign sufficiently.
• Check the vehicle's history for any prior related services.
• Ensure that all concerned parts or systems will be inspected/replaced as necessary.
• Review any potential impact on the customer's schedule and provide appropriate transportation options if the vehicle needs to be retained.
• Demonstrate empathy and maintain a positive, professional demeanor to foster customer trust.

This enhances the customer experience, builds trust, and ensures a streamlined process between the dealership, manufacturer, and vehicle owner.