NSSW Next: Service Reception & Write-up

What is the recommended tool to use when checking in a customer during the Service Reception and Write-Up step of the Service Process?

A Service tablet

What should you do if additional Service work is needed?

Communicate that information clearly to your customer using the WOW method (What it is, How it Operates, Why Today)

During Service Reception and Write Up, how can you set-up a waiting customer for a positive service experience?

Let them know when you will be providing the first update Accompany them to the Service lounge Show the location of refreshments and restrooms Provide the Wi-Fi password if necessary

Which of these are Key Actions in the Write-Up process?

Listen to your customer's needs, rephrase them, and document concerns on the Repair Order Pay special attention to customers who have a repeat or complicated repair

What is an important part of the Service Reception and Write-Up process?

Offer a professional interaction in the least amount of time

What is a best practice for Service staff to employ during Service Reception?

Reconfirm the customer's requested service Greet appointment customers by name Confirm customer details and preferred method of contact for the day

What steps should you take with a non-appointment customer?

View available shop capacity and parts availability Offer Express Service if appropriate