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In today's episode, Michael Doherty talks about active listening for service advisors. He points out the common issue of disengagement during phone conversations and emphasizes the significance of staying attentive and reiterating client concerns to ensure clear communication. Michael also highlights the need for adaptability in handling unexpected changes in shop schedules and effectively managing client expectations. 

00:00 Active Listening Challenges in Client Calls

03:51 Active Listening in Service Calls

08:41 Proactive Client Communication

12:08 "Prioritize Client-Centric Auto Service"

13:17 Active Listening and Professional Communication

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