Do you remember the pride you felt when your kid hit that game-winning homerun or executed the perfect pirouette? How do you imagine close friends feel when they bag that long-awaited, much sought-after promotion? Don’t your customers deserve to experience those same feelings each and every time they trust you with their vehicles? Arming your Service Advisors with exemplary Service Advisor Training skills accomplishes this goal two-fold: they’ll consistently hit it out of the park with record- breaking gross profits and your customers will feel like royalty each time. Do your customers feel as if they’re kings? They are already rulers of your company’s kingdom, so put a little imaginary crown on them.

The King’s Ruling

Oftentimes, your kings will make inconvenient, random request rulings on your Service Advisor. You can either watch him blunder as he stubbornly refuses to consider their request or you can provide Service Advisor Training that teaches him how to tactfully compromise and reach a happy medium with your majestic clients. They won’t stage a revolt if they are left with the impression that you have given into their demands. You’ve both met their needs and created a positive, lasting image.

Absolutely Essential: The Walk-Around

Optimize the opportunity to elevate your customer’s experience: Whenever possible, the Service Client should accompany the Service Advisor on the walk-around to allow the Advisor to advise them on their vehicle, answer questions, educate and enhance the consumer’s confidence, as well as point out any future, potential problems. It’s an excellent time to point out visual needs, recalls and safety issues; moreover, it provides a tremendous opportunity for upselling. Remember, the “S” in Service actually stands for “S” in Sales.

The Service Advisor should have an electronic or hard copy clipboard with a vehicle diagram so they can check wipers, tires or annotate obvious damages. Be vigilant about documenting minor dents or scratches. Upon pickup, this alleviates allegations that any existing damage occurred while their royal chariot was in your service department. Allow for additional space for customer ideas and comments. If you do not have this rather detailed form, you are doing your profit margin ands your clients a huge disservice.

Service Advisor Training teaches a myriad of ways to inspire loyalty from each customer encounter; this is just the tip of the iceberg:

• Whether it’s in person, by DMS software, online check-in or iPhone, greet them by name
• Keep all service areas clean
• Keep them informed of their vehicle’s status throughout the day through emails and text messaging
• Provide updates of additional, unexpected issues found
• Point out mechanics credentials and mention all awards and honors
• Offer transportation, if necessary

- Jaguar is one of only 40 companies across multiple industries to receive this distinction in the U.S.

- Jaguar continues to emphasize customer care with Jaguar Platinum Coverage

- Jaguar’s new lineup of XF, XK, XJ drives U.S. sales increases

MAHWAH, N.J., Feb. 17, 2011 /PRNewswire/ — Jaguar North America was recognized at the J.D. Power and Associates Customer Service Roundtable in Las Vegas as a J.D. Power 2011 Customer Service Champion — one of only 40 companies to have earned this distinction this year.

To qualify for inclusion on this elite list, companies must not only excel within their own industries, but also must stand out among leading brands in 20 major industries evaluated by J.D. Power. Among the five key customer “touch points” measured, including people, presentation, process, product, and price, Jaguar was noted for standing out by satisfying customers with the new-vehicle sales experience.

To identify the J.D. Power 2011 Customer Service Champions, J.D. Power evaluated more than 800 brands. Companies were identified based on customer feedback, opinions, and perceptions gathered primarily from J.D. Power’s syndicated research as well as additional, supplemental research. This group of 40 represents the highest-performing companies that deliver service excellence to U.S. customers—both within their respective industries and across all industries measured.

According to Gary Temple, President, Jaguar Land Rover North America, LLC, “The entire Jaguar organization from the designers and engineers in the U.K. through to the dealers in the United States have a commitment to serving our Jaguar owners, backed by Jaguar Platinum Coverage. We appreciate that J.D. Power and Associates has selected Jaguar as a Customer Service Champion and will continue to make customer care a top priority at Jaguar.”

In 2010, Jaguar also achieved the highest score in the U.S. auto industry and was ranked Highest among Luxury Brands for Sales Satisfaction in J.D. Power and Associates 2010 Sales Satisfaction Index (SSI) Study(SM).
Globally, Jaguar celebrated a successful 2010 with the new XJ receiving more than 20 international honors. Jaguar XJ awards include:

• Best Luxury Car’ from China’s Auto News
• ‘Annual Limousine King’ from Quattroroute (Italy)
• ‘Luxury Car of the Year’ from Top Gear (UK)
• Automobile Magazine’s ’2011 Design of the Year’ (U.S.)
• Automobile Magazine’s ’2011 All Star Award’ (U.S.)
• ‘Best Executive Sedan’ from Bloomberg (U.S.)
• MSN Auto Editors’ Choice Award (U.S.)
• Popular Science magazine Best of What’s News Award (U.S.)

As well as distinguished honors, Jaguar U.S. sales for January were up 48 percent from January 2010. Jaguar’s 2010 U.S. sales for the full year increased 12 percent.

For the 2011 model year, Jaguar North America has launched “Jaguar Platinum Coverage” that will give Jaguar owners increased vehicle warranty coverage and the best in class maintenance plan. Jaguar Platinum Coverage features a five year/50,000 mile new vehicle limited warranty and complimentary scheduled maintenance for the duration of the warranty period, including no-cost replacement of select wear and tear components, and 24/7 roadside assistance. This no-cost coverage includes oil changes, filters, brake pads, brake discs, brake fluids and wiper blade inserts.

About Jaguar
From its beginning as a manufacturer of motorcycle sidecars in 1922, Jaguar Cars has grown to become one of the world’s premier manufacturers of luxury sedans and sports cars and with that, one of the most recognized commercial brands. The company’s vision is simple: To produce beautiful fast cars that are desired the world over. The company operates two manufacturing plants in the United Kingdom and is fully engaged in environmental programs, community work and brand awareness exercises such as motorsports.
SOURCE Jaguar North America