Overall Service Advisor
Fixed First Visit
Effective Communication Exhibits Superior Customer Service
Which In Turn Enhances ALL Areas of the Customer Experience
Actual Year-Over-Year CSI Score Card Case Study From Hebert’s Town & CountryDownload PDF of this Case Study
The Secret To How We Did It
Take A Page Out Of Our Play Book & Follow This Service Process Flow Chart
Sends Advisor’s contact info to customer so they have direct access to the Advisor.
Appointment Calendar Invite:
Send invite to schedule the appointment.
Appointment Thank You:
Send after setting the appointment.
Auto Text Reminder:
Sends the day before the appointment.
Send if the appointment is missed.
Auto Welcome Text:
Automatically sends when a Repair Order is printed.
Send when there is a delay getting the car in stall.
When car is in stall but diagnosis isn’t necessary.
When car is in stall but no diagnosis reached.
Will ask the customer to call in order to review recommendations and/or diagnosis.
Send to get written confirmation.
Parts In Stock
Parts Are In:
Informs the customer their special ordered parts are in and offers to set an appointment.
Ready for Pickup:
Informs the customer their vehicle is completed. Send after invoicing the Repair Order.
Post Follow Up
Check up on the customer a few days after. Informs them of the survey.
Reminds customer that they have a survey and it will expire soon. Send 1-2 weeks after survey is received.