The #1 answer when technicians were asked what could ensure “quality, efficient repairs” was better communication with their service advisor. Even before the upsell has started, technicians feel there is a lapse in communication and understanding. How can a service advisor successfully sell service to the customer if they themselves don’t fully understand the issues? Not only can a technician speak directly to the customer through an informative video, but the service advisor will also better understand the issues they are selling to the customer. Now all three parties (technician, service advisor, and customer) are working off the same information to help them reach an informed decision. Video saves the technician valuable time as they can educate both the service advisor and the customer with one recording.
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