Step-by-Step Guide to Handling Customers

Step-by-Step Guide to Handling Customers

Course Overview:

This comprehensive course is designed to equip service center staff—especially service advisors—with the essential knowledge and practical tools needed to manage customer interactions professionally throughout the entire service journey.

From the moment a customer is reminded of their upcoming maintenance to the crucial follow-up after service completion, this course outlines each step in the customer handling process. Although the number of steps may vary across different automotive brands—from 6 to 13 stages—this program covers the core principles and best practices that apply universally.

What You Will Learn:

The importance of a structured customer handling process

How to personalize service reminders and pre-visit communication

Best practices for vehicle reception and initial diagnosis

Techniques for explaining repair recommendations and gaining customer trust

How to manage repair progress updates and unexpected issues

Delivering the vehicle back professionally with proper explanation

Effective post-service follow-up to ensure satisfaction and loyalty

Who Should Attend:

New and experienced service advisors

Frontline service personnel in automotive service centers

Anyone involved in customer communication in after-sales operations

Course Outcome:

Participants will gain a solid, step-by-step understanding of how to handle customers and their vehicles with professionalism and care at every touchpoint of the service cycle. This will lead to improved customer satisfaction, trust, and long-term retention.