Automotive Bookings Clerk MasterclassPublished 7/2026
Created by Rileen Viviers
MP4 |
Video: h264, 1920x1080 |
Audio: AAC, 44.1 KHz, 2 Ch
Level: All Levels |
Genre: eLearning |
Language: English |
Duration: 25 Lectures ( 1h 48m ) |
Size: 1.7 GB
Learn professional dealership bookings, customer service and workshop scheduling from an industry expert.⚡ How to reflect dealership professionalism to Manage Customer Expectations achieving ultimate Customer Retention and Workshop profitability
⚡ Understand the Role and Importance of the bookings clerk in workshop operations and dealership customer retention
⚡ Accurately collect, verify, and capture customer and vehicle information and book in line with Flat Rate Units (FU) (FU) to assist in Workshop planning
⚡ Accurately capture Jobcard detail to assist technicians in first time fix (FTFR) and achieve targets
⚡ Apply soft skills e.g. correct telephone etiquette, demonstrate active listening skills to effectively Manage Customer Expectations and volatile situations
⚡ Demonstrate basic product knowledge in Warranty, Service and Maintenance plans and how to apply this knowledge to manage customer expectations on Bookings day
Requirements❗ Whether you are already a bookings clerk or you aspire to grow in your dealership - This course is for you! The content is vocationally based and deal with real-time job tasks and situations. Remember the Bookings Clerk runs the Workshop! Take this course and you will find out why this role it vital to workshop operations, customer retention and profitability.
DescriptionARQ³ Automotive Bookings Clerk TrainingThe Automotive Bookings Clerk is often the
first point of contact between a customer and the dealership service department. This role is far more than simply scheduling appointments-it is the foundation of an efficient workshop, exceptional customer service, and long-term customer retention.
This course is designed for new and existing Automotive Bookings Clerks, Service Receptionists, Dealership Administrators, Customer Service Consultants, and anyone wanting to build a successful career in an automotive service department. It is equally valuable for Service Managers, Dealer Principals, and dealership owners who want to upskill their teams and create a consistent, professional customer experience. It is also a great start for anyone aspiring to become a Service Advisor.
Throughout this practical, real-world course, you will learn how to manage both simple and complex bookings, accurately capture customer and vehicle information, determine service
Requirements, understand warranty, service plan and maintenance plan products, communicate professionally with customers, manage difficult conversations, and apply effective diagnostic questioning techniques (based on flat-rate units (FUs) and assisting in first-time-fix targets (FTFR)).
You will also learn how to set realistic
customer expectations, improve
workshop and manpower &capacity planning, and support your Service Advisors by ensuring every booking is prepared correctly before the customer arrives.
The skills taught in this course matter because the quality of the booking process directly influences
workshop efficiency,
technician productivity,
customer satisfaction,
retention, and
dealership profitability.
Accurate bookings reduce delays, improve communication, minimise customer complaints, and help create a
seamless service experience that encourages customers to return.
For employers, investing in well-trained Bookings Clerks means fewer booking errors, improved workshop capacity management, stronger customer retention, increased operational efficiency, and a more profitable aftersales department.
Every successful workshop starts with a professional booking-and this course will equip learners with the confidence, knowledge, and practical skills to deliver that standard every day.
Who this course is for⭐ This course is designed for new and experienced automotive bookings clerks, service reception staff, dealership administrators, and anyone looking to build a successful career in an automotive service department. It is also ideal for dealership managers who want to improve customer service, workshop efficiency, and customer retention through professional bookings processes.
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