Each of those questions is a chance for the business to earn confidence. A clear explanation at booking helps a customer choose the right service. A timely update makes it easier to plan the rest of the day. When the customer picks up the car, they should understand what was done and have a chance to ask about it.
A repeat visit can come down to how easy it felt to work with the business the first time. Pay attention to what happens at the handoffs, especially when a customer goes from the person who booked the work to the person delivering it. That is often where good service becomes visible.