Who is primarily responsible for reviewing customer complaints in a repair shop?

The service advisor plays a crucial role in the repair shop by acting as the primary point of contact between the customer and the shop. When a customer raises a complaint, it is the service advisor's responsibility to listen to the customer's concerns, document the issue, and gather all relevant information about the problem. This ensures that the technician has a clear understanding of what needs to be addressed when the vehicle is being serviced.

The service advisor is trained to handle such interactions professionally, providing reassurance to the customer and determining the nature of the complaint effectively. They play a key role in facilitating communication, resolving issues, and ensuring customer satisfaction, which is essential for building long-term relationships with clients.

Other staff members, such as technicians or shop owners, may be involved in resolving the complaint or addressing the technical issues at hand, but the initial review and communication with the customer typically falls to the service advisor. Their role centralizes customer feedback to improve service quality and accountability within the shop.