Описание

1. Role of Certified Service Advisor
Certified
Tips / Notes
• The trainer briefly goes over the contents of this module.
Time (min)
1

2. Role of Certified Service Advisor
Certified
Learning Target
Participants gets an idea of what thy will be learning over this
module.
Tips / Notes
• Prior going over the course objective, the trainer sensitizes the
increasing role of Service Advisors in developing customer
satisfaction.
• The trainer emphasizes tat the course is developed with the
purpose of providing general understanding of Service Advisors
roles and responsibilities.
• Prior moving on to the next page, the trainer ask participants to
think about the following questions given in the box.
c
Time (min)
2

3. Role of Certified Service Advisor
Certified
Learning Target
Participants acknowledge what constitute a Service Advisor through
the given definition.
Tips / Notes
• Prior giving out the definition of a Service Advisor, the trainer pairs
participants into groups and directs them to describe what a
Service Advisor is be discussing and sharing their answers.
• Afterwards, the trainer provides the definition of a Service Advisor
to the participants.
Time (min)
3

4. Role of Certified Service Advisor
Certified
Learning Target
Participants acknowledge the role of a Service Advisor by reviewing
its position within the organizational structure.
Tips / Notes
• The trainer describes the role of a Service Advisor by
demonstrating its positing within the organizational structure.
• While describing the role of a Service Advisor, the trainer
emphasizes that the ultimate goal of a Service Advisor consist of
developing customer satisfaction.
Time (min)
4

5. Role of Certified Service Advisor
Certified
Learning Target
Participants acknowledge that Service Advisors responsibilities
revolves around 3 different dimensions; responsibility as a Service
Advisor, as a Staff, and Intrapersonal.
Tips / Notes
• The trainer delivers a detailed explanation about the first dimension.
• The trainer emphasizes that the first dimension revolves around the
customer handling process, also known as, 6 step customer care
process.
Time (min)
5

6. Role of Certified Service Advisor
Certified
Learning Target
Participants acknowledge Service Advisors’ responsibilities within
the 2 remaining dimension; as a Staff and Intrapersonal.
Tips / Notes
• The trainer delivers a detailed explanation about Service Advisors’
responsibility by going over the bullet points.
Time (min)
6

7. Role of Certified Service Advisor
Certified
Learning Target
Participants acknowledge the role of a Service Advisor while
servicing customers through the workflow diagram.
Tips / Notes
• While explaining the workflow diagram, the trainer emphasizes that
Service Advisors works as a bridge between the dealership
(technician) and customers.
Time (min)
7

8. Role of Certified Service Advisor
Certified
Learning Target
Participants acknowledge the role of a Service Advisor through
Service Advisors’ characteristics.
Tips / Notes
• The trainer provides a detailed explanation of the role of a Service
Advisor by going over the table.
• Prior moving on to the next page, the trainer emphasizes that the
presence of a Service Advisor is significant.
Time (min)
8

9. Role of Certified Service Advisor
Certified
Learning Target
Participants acknowledge that qualifications of a Service Advisor
comprises of two major factors; external and internal competencies.
Tips / Notes
• The trainer briefly goes over the specific factors that constitute both
external and internal capability.
• Prior providing a detailed explanation about external competency,
the trainer pairs participants into groups and directs them to work
on the discussion exercise.
• Prior moving forward to the next page, the trainer encourages
participants to share their answers with others.
Time (min)
9

10. Role of Certified Service Advisor
Certified
Learning Target
Participants acknowledge what constitutes a proper appearance and
its significance in building trust towards HMCs dealership.
Tips / Notes
• The trainer gives a detailed explanation about what constitutes a
proper appearance by going over the arrayed pictures.
• The trainer emphasizes that a proper appearance is essential in
building trust towards the dealership.
Time (min)
10

11. Role of Certified Service Advisor
Certified
Learning Target
Participants acknowledge what constitutes a proper posture and its
significance in building trust towards HMCs dealership.
Tips / Notes
• The trainer gives a detailed explanation about what constitutes a
proper posture by going over the arrayed pictures.
• The trainer emphasizes that a proper posture is essential in
building trust towards the dealership.
Time (min)
11

12. Role of Certified Service Advisor
Certified
Learning Target
Participants acknowledge what constitutes a proper attitude and its
significance in building trust towards HMCs dealership.
Tips / Notes
• The trainer gives a detailed explanation about what constitutes a
proper attitude by going over the arrayed pictures.
• The trainer emphasizes that a proper attitude is essential in building
trust towards the dealership.
Time (min)
12

13. Role of Certified Service Advisor
Certified
Learning Target
Participants acknowledge that wearing the uniform is a prerequisite.
Tips / Notes
• Trainer briefly goes over the dressing code.
Time (min)
13

14. Role of Certified Service Advisor
Certified
Learning Target
Participants acknowledge that internal competence is comprised of
general knowledge, personal competence, and professional
competence.
Tips / Notes
• Prior detailing, the trainer emphasizes that internal competency in
comprise of 3 factors; general knowledge, personal competence,
and professional competency.
• The trainer gives a detailed explanation about general knowledge
and personal competency by going over the bullet points and charts.
Time (min)
14

15. Role of Certified Service Advisor
Certified
Learning Target
Participants acknowledge the detailed features of what constitutes a
professional competency.
Tips / Notes
• The trainer gives a detailed explanation about professional
competency by going over the chart.
Time (min)
15

16. Role of Certified Service Advisor
Certified
Learning Target
Participants acknowledge Service Advisor training comprises of
three different levels; certified, master, and advanced master.
Tips / Notes
• The trainer briefly describes the individual contents of each course
level.
• Prior moving forward, the trainer emphasizes that through the
training courses, HMC aims in fostering Service Advisors’
capabilities and subsequently customer satisfaction and brand
image.
Time (min)
16

17. Role of Certified Service Advisor
Certified
Learning Target
Participants have the opportunity to plan their career path by
reflecting back their personal strengths and weaknesses.
Tips / Notes
• The trainer directs participants to work on the exercise.
• Afterwards, the trainer pairs participants into group in order to
discuss and share their answers.
• At last, the trainer encourages participants to share their answers
with the rest of the class.
Time (min)
17

18. Role of Certified Service Advisor
Certified
Learning Target
Participants review the major roles and responsibilities of a Service
Advisor.
Tips / Notes
• The trainer briefly goes over the major roles and responsibilities of a
Service Advisor with the participants.
Time (min)
18