– THE ELEPHANT IN THE ROOM –
Dealerships receive more calls than they have personnel to handle them. Missed calls means missed opportunities. Missed opportunities means no RO, no up-sell, no positive customer experience, and no shot to earn a customer for life.
A service advisor is both the best and the worst person to answer these incoming appointment calls. Sure, they definitely have the knowledge, but do they have the time, patience and discipline to deliver an exceptional customer experience? Will they perform an MPVI, up-sell services based on time/mileage, and deliver timely updates to customers who dropped off their vehicle for service?