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Service Writer Skills

Successful Service Writers enjoy interacting with people. They are empathetic and patient because they know how important a functioning car is to someone's everyday life. Employers also are seeking candidates with the following skills:
  • Multitasking, to handle multiple customers at the same time and to manage information coming in from various directions, such as phone calls or in-person updates from mechanics
  • Paying attention to detail so that all work is performed to the customer's satisfaction
  • Maintaining a calm, professional demeanor when customers or staff members get stressed

Service Writer Education and Training

Service Writers often possess a high school diploma (or the equivalent). Post-secondary training in automotive maintenance and repair will help catch a hiring manager's eye, as will previous experience in customer service.

Service Writer Resources

To become a great Service Writer, first be a great reader! These four books will help you decide if you are a good match for the occupation and how to improve your skills when you land a Service Writer position.

Service Writer/Advisor Basics: A Basic Explanation of the Requirements and Duties for Those Exploring Service Writing as a Career by Charles P. Hillier - This reference book discusses what it takes to be a successful Service Writer and offers suggestions on how to see car repair from the customer's perspective.

Ferguson's Careers in Focus: Automotives by Ferguson Publishing - Covering 19 different career possibilities for car enthusiasts, this book provides information helpful to becoming a Service Writer as well as a good introduction to all the roles performed at automotive shops.

Automotive Service Management: Total Customer Relationship Management by Mitch Schneider - The author of this book is a National Automotive Service Advisory Panel member and former host of the "Tech Tips" segment on the popular Truckin' USA television show, so he knows a thing or two about the industry. Readers will gain a greater understanding of relationships with consumers, how to measure satisfaction and the importance of loyalty.

Extra Mile: 500 Customer Service Tips for Success: Tools to Attract, Satisfy and Retain Even the Most Difficult Customer by Tycho Press - Happy customers keep coming back, so it's in the best interest of Service Writers to do what they can to provide a positive experience. Filled with real-life scenarios and customer service secrets of business giants, reviewers praise the book for being "straight forward," "well-written" and "insightful."

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