The Trek Certified Service Advisor course focuses on the most important position in your service department that can improve customer experience, department efficiency and store profitability.  This individual will be enabled with a process and people skills that can be used in their role to deliver service department hospitality.  They will become the experts of best-in-class service, gaining customer loyalty and making your service business a competitive advantage in your market.

 

This course is designed for technicians with a high emotional intelligence and 0-1+ years of experience in bicycle service departments.  Instruction will be split between lecture and role-playing lessons.  A successful service advisor is most commonly not the most capable production technician, but rather best at tackling issues with customers by delivering incredible hospitality.  Successful completion of our Level 1 Technician course before attending Service Advisor would be highly beneficial.

Subject Matter Details:

Hospitality

Turn Around Time Reduction

Work Order Quality

Advising Process

General & Phone Etiquette

Multipoint Inspection Reports

Ascend Utilization

Maintenance Decision Tree

Handling a Line

Vendor Priorities

Boomerang Bikes

Identifying fit issues

Working a Book of Business

Tire Pressures

Suspension Setup

Warranty / Goodwill

Recalls / Service Bulletins

Sales – Service Integration