Castrol quizzes dealers’ service staff

Time 4:51 pm, February 28, 2008


CASTROL has launched the biggest-ever survey of service advisors. The market-leading lubricants provider to franchised workshops has commissioned the investigation to quiz 600 service advisors across a range of dealer sizes.


The move comes after a research project examined the roles of service advisors within car dealer groups.


‘Our research confirmed that there are some serious challenges confronting franchised workshop operations that demand further, quantitative analysis,’ said Castrol’s Adrian Brabazon.


The intial research revealed that while some brands are doing more to develop and support their service advisors, problems concerning staff retention, training and efficiency in the service departments are widespread.


The quality of service that advisors can provide to customers is often compromised by the very wide range of tasks they are commonly called upon to perform and the extent of training and support given to advisors varies significantly.


‘It is clear, even from these preliminary findings, that there are some serious issues that the industry needs to address,’ addded Brabazon.  


‘While service advisors and service managers play a primary role in driving customer satisfaction, and can greatly influence a dealership’s overall profitability, they are often among the worst paid and feel the least respected members of the dealership staff.’


The first phase of the survey will be completed in March 2008, with results published soon after. Car Dealer will keep you posted.


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