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Client Tips

Action Plan Review Tracker - First Month

Posted by Manuel Soto Thursday, March 13, 2014

A Service Manager tool used to track the development, improvement, and consistency of Action Plan Delivery.  When the Action Plan is a new tool for a Service Advisor it is critical that they become familiar with it and its delivery.  This tool allows a manager and Service Advisor to role play the delivery of an Action Plan.  The manager then lists a score and a style of delivery (w=waiter delivery, e=email/phone delivery) as a grade for the Service Advisor.

Best practice:  Perform this exercise every day so as to reinforce, improve, and set new delivery behaviors.  This is especially impactful when the WCI/EDGE process is new.

Directions:

  1. List each Service Advisor adjacent to a “Style/Delivery” matrix
  2. Have each Service Advisor deliver an Action Plan in a role-play environment.
    1. Over the course of the month ensure that each Service Advisor practice both email/phone style delivery and waiter style delivery.
  3. Note in the Style row whether it was practiced as a waiter or emailed (i.e. w=waiter, e=emailed).   
  4. Record a number 1-10 (10=Outstanding) on how you felt they did in the Score row.
  5. Repeat daily for the first month.

[button link="http://knowledge.autopoint.com/wp-content/uploads/sites/4/2014/03/AutoPoint-AP-Review-Tracker-First-Month.pdf" size="medium" color="orange" lightbox="false"]Download Worksheet[/button]

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