CSAP – Certified Service Advisor Professional


Course Description:

The course is designed to certified learners develop the practical skills required to excel in the role of a Certified Service Advisor Professional in an automotive dealership or repair shop environment. With a focus on real-world applications and industry-wide best practices, the course equips learners with the knowledge and skills they need to advance their careers and be confident service advisors.

Course Structure:

Unit 1: Introduction to the Role of a Certified Service Advisor Professional

Unit 2: Effective Communication Skills for Service Advisors

Unit 3: Understanding Vehicle Systems & Maintenance

Unit 4: Service Appointment Scheduling & Customer Management

Unit 5: Service Quoting & Estimating

Unit 6: Service Sales Techniques

Unit 7: Resolving Customer Complaints & Handling Difficult Situations

Unit 8: Effective Service Advisor and Shop Management

Course Objectives:

  • Understand the role of a Certified Service Advisor Professional in an automotive dealership or repair shop setting and the importance of excellent customer service.
  • Develop effective communication skills to build rapport with customers and understand their needs.
  • Gain in-depth knowledge of major vehicle systems and maintenance requirements to provide accurate service recommendations to customers.
  • Master the art of appointment scheduling and customer management to optimize time management and service shop revenue.
  • Learn how to provide accurate service quotes and estimates including parts and labor costs.
  • Develop service sales techniques to achieve maximum revenue and customer satisfaction, including customer loyalty programs and incenting targeting.
  • Understand how to de-escalate tense situations with unhappy customers and resolve customer complaints efficiently, no matter the source of the problem.
  • Develop effective service advisor and shop management techniques to enhance shop productivity and minimize stress, including effective team building, and performance management skills.
  • Apply knowledge of industry operational and legal compliance requirements when dealing with vehicle owners, repair shops, and insurance providers.
  • Build and demonstrate practical skills through a hands-on project-based capstone project applied to an active or simulated service center environment.
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AC Language School online continuing education certifications offer a modern, innovative approach to learning for the global market. Our certifications are composed of interactive components such as multimedia, simulations, and virtual reality activities that are tailored to various learning styles and cultures. These components help create an engaging and immersive learning environment for participants. We also provide video instruction which can be used to quickly understand concepts or review material in the future. Additionally, we incorporate social elements like discussion forums, assignments, and gamification to encourage participant engagement with the course material. With our cutting-edge online education courses, learners can gain knowledge quickly while having a dynamic experience.

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