The traditional ways of managing workshops have to change to keep up with the current times. Service advisors need to keep leveling up their communication skills and knowledge base to efficiently manage workshop operations. A Service Advisor’s primary responsibility is to interpret customer concerns for the technician so that the technician can diagnose problems and perform repairs correctly. The advisor then translates the actual repair problem, which may be very complicated, into a language the customer can understand. Apart from this, auto service advisors are also expected to work with customers to schedule service and handle administrative aspects of customer service departments. During all this, there are chances of communicative disconnect between the advisors, customers, and the technicians due to several reasons like knowledge gap, language barrier, weak communication, advisors not well-versed with technical know-how, and so on. Lack of planning and scheduling of workshop activity mounts up workloads leading to stressful conditions that could have been avoided. Thankfully, a lot of these problems can be managed in much better ways today, and some of these can be avoided altogether.
The most obvious suggestion is to go looking for an experienced and knowledgeable staff that puts your workshop in a much better position to perform efficiently and productively. Understandably, recruiting qualified staff remains an ongoing challenge for businesses, however, putting extra effort into attracting the right people pays significant dividends in the long run. After onboarding though, there is a need for recurring training to keep things running smoothly. On-going training is a worthwhile investment and one that pays off through overall better performance. Through interactive, gamified learning solutions advisors can stay on top of their duties with confidence and not lose precious time by following unorganised practices. These trainings are created to give a very good sense of things, and with gamified assessments, the advisors will know where they stand knowledge-wise, and consequently, this helps them learn and be prepared when they go live. E-learning solutions have helped advisors by virtually training them to have correct automotive knowledge, great people skills, understanding the customer as well as the technician better, and much more. Advisors can review the ongoing workload, clarify technician’s questions (if any), and can discuss and virtually understand/address any problem before getting repairs implemented on the actual car by assigning the most suited technician for a given job. The motive is to keep the team from being confused when on the job by equipping them with the right knowledge through the right training. Advisors learn how to solve real world management challenges like matching technical skills with customer complaints, managing demand, emergencies, and non-availability of technicians. Such gamified e-learning programs are designed to yield significant long-term benefits for any workshop by constantly helping break the disconnect between the customers, technicians, and service advisors, ultimately improving the profitability, in terms of time and money.