My purpose in this article is to present some of the key mindsets that makes the ROCK STAR Service Advisor at dealership aims to further enhance excellence in Customer Delight.

Are You Ready to Be A ROCK STAR Service Advisor?

ROCK STAR Service Advisor knows the quality processes in Sales, Service and Parts operations raise productivity, keep the service staff & technicians efficient and ultimately, work to produce happy & delighted customers.

8 winning mindsets that I’ll reveal to help you be a ROCK STAR Service Advisor neatly summarized by the acronym ROCK STAR. Reason behind acronyms, it hooks into your mind like a catchy pop song. So, you will never forget them. Work and live by this little well-known code that distills what a World class ROCK STAR Service Advisor is all about and you are guaranteed breathe taking results.

R in ROCK STAR remind you about the importance of resourcefulness. Resourcefulness is using our wits, proper judgment and common sense to resolve customer’s complaints, problems and meet challenges at dealership floor. It is using initiative in difficult situations and involves thinking, creating, evaluating, classifying, observing and analyzing solutions to overcome the challenges at dealership. Resourcefulness is dreaming up ways to meet our goals. It’s all about within us, how we behave in a situation.

“Hazrat Ali (RA) said, Get afraid from a problem is a big problem”

O in the ROCK STAR stand for Organized. Daniel Carneigie said that “an hour of planning can save your 10 hours of doing. Daily Action Plan that allows Rock Star Service Advisor to focus on what’s important and most importantly provide them the feelings of everything is under control necessary to suffocate any sign of anxiety or stress. Daily action plan for ROCK STAR Service Advisor is not only a guide designed to eliminate the stress of uncertainty but also to motivate them to carry out a set actions that they have formulated as fully feasible.

C in the ROCK STAR stands for Challenger. ROCK STAR Service Advisor always challenge the limits of his/her possibility to create delight in the service process and inspire customers to experience the joy and excitement of self-transcendence in a unique way. Customer choices are fast changing. Dealership staff need to gear up with right skill sets to deliver in such a dynamic environment. ROCK STAR Service Advisor needs to think beyond the boundary and showcase the right attributes of skills sets, attitude and knowledge. Batter practices and adopting new approaches will define ROCK STAR’s perspective to make impossible a POSSIBILITY.

“SKY IS NOT THE LIMIT; MIND IS THE LIMIT”

K in ROCK STAR stand for Keen Learner. ROCK STAR Service Advisor always is on learning mode, take initiatives on personal and professional development through skill enhancement, on job training and motivation thereby ensuring high level of customer satisfaction. ROCK STAR also attentive and learn from customer’s feedback that they received and considered to improve their personal performance.

S in the ROCK STAR stand for Service Driven. Customer always comes first. ROCK STAR Service Advisor must be willing to go the extra mile to delight each and every customer. My Mantra for Customer Service ROCK STAR is neatly summarized by the acronym “SONG”. S stand for Serve, O stand of One Step Ahead, N stand for No Comparison and G stand for Give All. Every ROCK STAR Service Advisor must sing his own SONG all the time to delight the customer.

T in ROCK STAR stand for Team Player. ROCK STAR Service Advisor understands the team/department’s goals and he know how his role supports team/department’s goal. He helps and encourage his teammates and don’t hog the credit for team wins. ROCK STAR keeps his/her commitment, communicate clear and value their teammates.

A in ROCK STAR stand for Adaptable: No day in dealership customer service is the same. Every customer is different and some may even seem to change week-to-week. In order to thrive in a constantly-changing environment, ROCK STAR Service Advisor needs to adapt to their surroundings and be able to handle surprises, sense the customer mood and adapt accordingly. This also include a willingness to learn, providing good customer services at dealership floor is a continuous learning process.

R in ROCK STAR stand for Reliable. ROCK STAR Service Advisor always goes extra miles ensuring high level of customer satisfaction with world-class experience at dealership floor. This consistent mindset increases their reliability and trust in the eyes of customers. This mindset will not only result in an indebted and happy customer, it can also lead to higher customer retention and business sustainability.