What would a Professional Service Advisor do?
Professional Service Advisors are Leaders.
You have a unique place in your organization. You are responsible for not only providing the highest quality Customer Service Experience, you are also responsible for your own training and your own Attitude.
In the increasingly connected world, your job is becoming more and more difficult. Not only do you need to take care of the Customers needs, you have to do it faster, with more options and deliver it without interruption, no matter the circumstances.
As the world has shrunk, exponentially our expectations sometimes exceeds what is reasonable and deliverable.
As Customers, we have become spoiled, trained by “instanology” in a world measured by bandwidth bringing us tv, video and streaming media that tells us that fast is not fast enough.
In addition we’ve come to expect that every detail will be perfect in an imperfect world and if it’s not, there must be a defect. Couple this with our loss of basic communication skills and our increasing reliance on artificial barriers or buffers to give us “our” space and a sense of security and pretso…instant poor CSI score.
The Professional Service Advisors has a tough row to hoe.
All is not lost however.
A True Professional Service Advisor and Leader takes the time to Lead by example, action, training and communication. This in turn will have a trickle down effect on other personnel in the Service Department.
Others in your department learn to overcome because quite frankly, you, the Professional Service Advisor, teach them how to overcome. The words “no” and “stop” are not in your vocabulary.
Your dictionary is filled with words like “can” and “will.” Leaders are “take action and kick ass” people who realize the world is of their making and not one of being made out.
If there is something that needs to be done, you do it with little regard for reward or accolade. You do it because it needed to get done. Period.
You are the True Professional Service Advisor and Leader in your Dealership.
- The one word every Advisor needs to hear… (dealerproblog.com)
- A recent Fixed Operations Study and what it reveals about Service Sales, Profitability and more… (dealerproblog.com)