If you're looking to set up your own service department, heres a basic look at how the process works. Exact procedures vary from dealership to dealership, but they tend to be similar.
When a customer first pulls into a dealership's service drive, they are greeted either by a service consultant or a porter who will direct them to an available service consultant.
The service consultant asks what the customer needs help with, writes up a repair order describing the work to be performed. The customer signs the repair order--which often has an estimate of the repair costs on it--and heads to the waiting area or gets a ride home or a loaner vehicle, if the car will be in the shop for a while.
Once the repair order, or R.O., is complete, the service advisor will either hand it to a dispatcher, who will assign the work to a technician, or if the dealership does not use a dispatcher, the advisor will assign the work directly.
Learn more about the process!
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