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CSAP – Certified Service Advisor Professional
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Unit 1: Introduction to the Role of a Certified Service Advisor Professional
Role Overview
Service Advisor Workplace
Elements of Great Customer Service
Certification Overview
Unit 2: Effective Communication Skills for Service Advisors
Communication Strategies
Customer Demographics
Verbal and Written Communication Skills
Active Listening Techniques
Unit 3: Understanding Vehicle Systems & Maintenance
Vehicle Systems
Maintaining Fluid and Filters
Safety Considerations & Basic Maintenance Checklist
Servicing Customer Vehicles
Unit 4: Service Appointment Scheduling & Customer Management
Appointment Best Practice
Managing Customer Expectations
Handling Customer Complaints
CRM Tools
Unit 5: Service Quoting & Estimating
Service Quoting & Estimating Process
Repair Workshop Billing Process
Customer Quote Presentation Process
Understanding Terminology
Unit 6: Service Sales Techniques
Sales Techniques and Strategies
Upselling and Cross-selling
Customer Loyalty Programs and Incentives
Discussing Customer Repair Concerns
Unit 7: Resolving Customer Complaints & Handling Difficult Situations
De-escalating Difficult Situations
Internal and External Solutions
Side-step Conflict Situations
Compassionate Listening
Unit 8: Effective Service Advisor and Shop Management
Performance Management
Time Management
Capacity Management
Developing the role of the service advisor
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CSAP – Certified Service Advisor Professional
Summary
CSAP – Certified Service Advisor Professional
Skill Level
:
Beginner