Issue Date: Service Advisor Apr 1, 2010, Posted On: 4/3/2010
Advisor skills Tips for saving time on the phone One of the biggest time wasters for service advisors is playing phone tag with customers. It seems like we leave endless voice mails throughout the day. The entire shop seems to grind to a halt while you wait for the customer to return your call.
The quality of the voice mail message you leave will determine whether or not you get an immediate a response. Here are some suggestions:
Be prepared. Invest a few minutes before you make a call to prepare a message. Make it interesting and don't use a robot-like voice. But more than anything don't be depressing on the phone. Nobody likes to return calls when it sounds like bad news. Try to put on an inviting voice.
Emphasize the benefits of getting back to you. Ask yourself this question: "What do I want to happen as a result of this message?" I like to say something akin to, "If I can hear from you within the hour we can put a technician on it right away."
If you're not prepared to leave a message, hang up. Then prepare the message and call back.
Identify yourself. Don't assume the customer knows who you are. "And Mrs. Jones, when you call back ask to speak to me - Mike Bowers, because I have all the paperwork on my desk."
Always provide your phone number. Even if the person knows you and has a number available, it's always easier to return the call when the phone number is given. Include your number twice, once at the beginning and once at the end of your message.