Customer Update Call Coaching Template
Use this worksheet to coach one advisor update at a time. It turns vague repair status calls into visible practice a manager can review.
Update worksheet
Vehicle / repair order: Write the RO, customer name, and vehicle.
Status: Checked in, inspected, approval needed, waiting on parts, in repair, quality check, or ready.
Finding in plain language: What did the shop find and why does it matter?
Decision needed: What should the customer approve, decline, schedule, or wait on?
Next update: Time, method, and owner of the next contact.
Review standard
The update passes when another advisor can read it and continue the customer conversation without asking what was meant. If the note is vague, missing a next step, or loaded with unexplained jargon, repeat the rep.