Fixed Ops Magazine - 2021 Vol18 06 - 28

* Dress to impress
* Groom to a high standard
* Smile
* Use professional greetings such as " good morning/
good afternoon "
* Learn the customer's name early in the interaction
* Display confidence in body language
* Appear helpful and competent in your abilities
All of these 1% items add up. They also compound over
time. It is the small, consistent high standards that add
up to your personal success, your department's success
and your Dealership's success.
So what skills do Service Advisors need to be equipped
with to become successful? Soft skills are the key. Psychology
is the study of human behaviour. Being able to
understand human behaviour is, in my opinion, a Service
Advisor's most valuable skill. In this article you will have
realised that there are very many things, both conscious
and subconscious, that are happening throughout every
customer interaction and touchpoint. It is crucial to your
Department's KPI achievement that your Service Advisor
Team understand the basics of human behaviour.
Understanding personality profiling, emotional intelligence
and effective language patterns are the gateway
to your success. Never leave these KPIs to luck alone.
Keep constantly polishing these skills.
Kieran Stack
is
an
Irishman living in Melbourne,
Australia. He
delivers virtual training
and coaching to Dealers
and OEM's in many
countries including
Australia, New Zealand,
USA, UK and Ireland. He
is passionate about everything
Service & Parts and is here to help you and
your team. Connect with Kieran on Linkedin and keep
an eye out for more of his engaging and creative content
which often add a new perspective to helping
Fixed Operations teams grow their skills.
Kieran is pioneering an on-demand Training App for
Service Advisors called Service101.
Check out www.kieranstack.com for some free resources
and to give the Service101 App a free trial.
28

http://www.kieranstack.com

Fixed Ops Magazine - 2021 Vol18 06

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2021 Vol18 06

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