What You Will Learn

Service Advisors hold one of the most importent customer experience roles in the dealership. From balancing the inbound calls while working with customers in the lane, service advisors are often overwhelmed and overworked. By fostering an understanding of how a service BDC relieves this pressure, this Service Advisor Program works to align best practices in your service lane that support the function of the BDC.

  • CX Management

    Provide a consistent, remarkable customer experience at every touchpoint, including new processes for managing outbound status updates and CSI concerns.

  • Service Profitability

    Maximize RO dollars with best practices for a thorough walk-around, consulting on additional services, post-write-up follow-up, and next service pre-booking strategies.

  • Biz Dev 101

    Build a foundational understanding of the principles and functions of a service BDC and what today's customers have come to expect in the way of communication.

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Meet Your Trainers

Instructor Bio:

Mike Overy, Managing Partner of Proactive Dealer Solutions, has been inspiring management teams in the automotive industry for over 30 years. Mike has become one of the most respected names in the automotive industry and a highly sought after automotive industry speaker with endorsements by manufacturers, automotive associations, and automotive groups.

Mike Overy

Managing Partner


"Everyone in my store has been certified in the program including, and most importantly, all my managers. Our team better understands lead and process management and how to measure our success better than ever before.” ~ PAT PRESTON, DEALER PRINCIPAL, PRESTON SUPERSTORE

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