How to Train (or Become) a Top-Notch Service Advisor
Ever looked at a great service advisor and thought, “They must just be a natural”? Here’s the truth: top-notch service advisors aren’t born, they’re built. Whether you’re training someone new, stepping into the role yourself, or looking to level up your team, there’s a clear path to becoming the co-driver your workshop needs.
What Makes a Top-Notch Service Advisor?
A great service advisor is more than just a friendly face at the front desk. They’re the link between your customers and your workshop, the organiser who keeps jobs moving, and the communicator who builds trust and drives approvals. The difference between a “good enough” advisor and a great one? Consistency, communication, and a willingness to keep learning.
Step 1: Master the Basics
Before you can wow customers, you need to know your way around the workshop’s systems and processes. That means:
Learning your Workshop Management System (WMS), VACC & AutoData, quoting, and parts ordering.
Understanding the full workflow, from the first booking to the final follow-up.
Knowing where to find information fast, and how to keep everything up to date.
Checklist: What Every New Advisor Should Know in Week One
How to book jobs and update the diary
Creating and updating job cards
Communicating with customers (calls, SMS, email)
Ordering parts and checking supplier pricing aka COG’S
Preparing and presenting quotes
Following up after the job is done
Step 2: Build Communication Skills
You don’t have to be a natural “people person” to be a great advisor, but you do need to communicate clearly and confidently. That means:
Using scripts for check-in, updates, approvals, and follow-ups (so nothing gets missed).
Practicing role-play scenarios: handling tough customers, explaining repairs in plain English, and upselling without pressure.
Using video and photos to make explanations crystal clear, customers trust what they can see.
Pro tip: The best advisors listen more than they talk. Ask questions, show genuine interest, and make sure the customer feels heard.
Step 3: Get Organised
Organisation is the secret weapon of every top advisor. Use checklists and digital tools to keep jobs moving and make sure nothing falls through the cracks. If you’re trying to juggle everything in your head, you’re setting yourself up for stress and mistakes.
How a VSA Can Help:
A Virtual Service Advisor can handle the admin, parts ordering, reminders, and follow-ups, so you can focus on the customer. They use structured processes and digital tools to keep everything running smoothly, even when the workshop is flat out.
Staying Organised: Who Does It Best?
Step 4: Keep Learning
The best service advisors never stop learning. That means:
Attending toolbox talks, online courses, and industry events.
Asking for feedback from customers, techs, and the boss.
Reviewing your own performance, what went well, what could be better?
How Workwise Auto Solutions Supports Ongoing Development:
We offer training, resources, and support to help you (or your team) keep improving, whether you’re in-house or working with a VSA.
Step 5: Don’t Try to Do It All Alone
Trying to be everywhere at once is a recipe for burnout. The best advisors know when to delegate and when to ask for help. That’s where a VSA comes in, they can take care of the admin, follow-ups, and reminders, so you can focus on what matters most: building relationships and delivering great service.
Real-World Example:
One workshop owner split the role, an in-house advisor focused on face-to-face customer service, while a VSA handled bookings, quotes, and follow-ups. The result? Happier customers, more jobs completed on time, and a team that wasn’t constantly overwhelmed.
Want to train your next service advisor (or become one yourself) without the overwhelm?
Book a free session with Workwise Auto Solutions. We’ll show you how to build a top-notch team, streamline your workflow, and deliver the kind of customer service that keeps people coming back.
