NSSW NEXT: Service Appointment
When is the Nissan PRIORity Repair Process appropriate?
For a repeat vehicle repair
What steps must the Service Advisor take to be fully prepared for a customer's Service Appointment?
Allocate a courtesy vehicle, if required Check for Warranty, Campaign/Recall, and Service Bulletins Ensure a Technician is assigned to accompany the customer on a test drive, if required Confirm the appointment via the customer's preferred method
What information should be provided to customers making a Service Appointment online?
Repair time (duration) Confirmation of the repair or services requested Price Dealership contact information and hours of operation
What should you do if a customer is a No-Show?
Contact them to reschedule
When is the ideal time in the Service process to advise a customer of any open campaigns/recalls?
During the Service Appointment phone call
What is a key requirement of a Service Appointment?
It must be easy to make, whether online or via phone
How can a Service Advisor or Appointment Coordinator create a positive customer experience during the Service Appointment step?
Review the vehicle's Service History Review the customer's reason for the appointment Confirm Service Advisor availability for the customer's appointment time
What is an important step of the Service Appointment?
The Service Advisor must prepare ahead of the customer's arrival
