Service Drive Customer Flow
The official Dyer Customer Service Flow — from UVeye greeting through customer pickup. Done right, this process builds trust, drives hours per RO, sets up the MPI, and protects CSI/NPS. Built directly from the Dyer Advisor SOP.
Every step in the Service Drive flow is an opportunity to live the Dyer values. Positive attitude at the UVeye greeting. Respect in how we capture concerns. Family treatment in how we set expectations. Pride in hitting the 15-minute callback every time. The SOP gives us the steps; the values give us the standard.
What You'll Learn
By the end of this module, every advisor — whether you've been on the drive for two weeks or twenty years — will be able to:
- Greet a customer at UVeye using the official Dyer greeting and tagging process.
- Review the UVeye scan with the customer in real time and email them the report.
- Complete a clean Service Write-Up in CDK with detailed customer concerns.
- Hand off cleanly to the technician and the parts department.
- Hit the Dyer communication standards — 15-min MPI callback, 2-hour updates, 30-min completion notice.
- Document SDL notes and Declined Repair Ops correctly.
Module Map
Work through the lessons in order. Each takes 5–10 minutes. Knowledge check at the end requires 80% to pass.
Practice & Assessment
How Module 01 Lives the Dyer Values
- Positive attitude → The UVeye greeting and the official line set the tone for the whole visit. Smile, name, warmth.
- Respect → Capture concerns in the customer's own words. Don't translate, don't dismiss. The detail matters because they matter.
- Treat customers like family → Email them the UVeye report. Call within 15 minutes of the MPI. Update every 2 hours. That's family treatment translated into process.
- Pride in the job → Every line on the RO is clean. Every SDL note is useful. Every Declined Repair Op is documented. Pride shows in the paperwork.
- Win together → Tech, parts, advisor — one flow. Brief the tech. Trust Parts. Close the loop with the customer.
- Excellent and easy → The SOP exists to make excellence easy. Follow it and both happen at the same time.