Service Managers Leadership Training

Elevate the leadership skills of your service management team!

Service Managers will:

·      have a strong knowledge of the things they can do to positively affect their environment

·      know how to exceed the customer expectations by validation and anticipation

·      understand various motivators and demotivators of different personality types

·      know what the key metrics are to having a clear perspective in their department

·      understand the effects of quality vs. compromised time on customer satisfaction and profitability

·      have better control of the entire schedule and be able to blend internal retail and warranty work seamlessly

·      how to sell a value proposition vs. product name

·      understand the psychology that affects our outlook and can stop us from serving the customer

·      know how to plan and deliver effective staff meetings

Topic Areas and Objectives:

Cultivating your environment

·      Participants will examine the culture within the department. Various mindsets and beliefs 

Attributes of an exceptional Service Department

·      Participants will understand the thoughts from outside of our industry and look at what makes a service organization great

 Leadership and Coaching vs. Management

·      Participants will understand  that if we want someone to change behavior we need to understand how the change sounds from their perspective. Why Change? For Who? Why is that better? 

The Service Cycle

·      Participants will overview of the Service Cycle and why this flow is a logical path to follow. The order of things can create or control chaos

Critical KPI's What to Track

·      Participants will understand what numbers matter the most and how  we can be deceived by looking at too few of the KPI's. Keep it simple but track the essentials

Quality vs. Compromised time

·      Participants will know the effects of time compressions on our job outcomes. Can rushing save time if we skip essential items? We need to be able to see clearly through the common illusions.

Consultations, Workshop Scheduling Strategy

·      Participants will understand time management and profitability. Compare common practice to best practice. Illusions are a powerful trap, how do we separate what we can and cannot control by changing our strategy

Internal, Retail and Warranty

·      Participants will know the common goal used to create structure can produce an opposite effect.

Building all the value in Products and Services

·      Participants will examine the various customer types and understand what builds value in their minds

Controlling our emotions around a customer situation

·      Participants will understand the difference between our sympathy for our customers situation and actions that actually solve their problem

Planning and delivering your own training meetings

·      Participants will learn how to deliver effective, short and concise training meeting to develop your staff

Acton Planning

Managers will identify the key action items for training topics and have a plan to support the team.Training Content – Service Advisor Program (2 x 1-day sessions)

1. Role of the Service Advisor in the service process. Structure in selling.
2. Eliminating misconceptions.  Good Service is Good Sales
3. Understanding customer fears/expectations.
4. Interview technique / Listening skills / Write-up skills. 
5. Consultative sales process.
6. Decision-making in advance. Avoiding the 1 line R/O.
7. Maximizing efficiency and productivity – better customer interactions
8. Communication while work is in progress
9. Identifying sales opportunities / Creating options / Presenting solutions.
10. Cross-selling techniques.
11. Building value/work order review skills.
12. Telephone skills.  Turning inquiries into appointments.
13. Managing workflow through better appointment procedures
14. Tracking performance.
15. Follow-up strategies.

Projected Outcomes:

1. Develop the sales skills of service advisors
2. Increase personal leadership in the service consultation
3. Increase hours and dollars per customer R.O.
4. Increase the sales of parts and accessories
5. Improve control of scheduling to maximize efficiency
6. Greater customer retention

What did you like most about the program?

• This will help me in changing  the attitudes and “vibe" in the department
• Booking internal was a problem for me. This solution was so obvious!
• Great interaction with the other managers. The trainer knew his stuff very well.
  
• How to slow things down on the incoming appointment will really help us.
• We were stuck selling products by what they are called rather than what they do for the customer.
• better objection handling and overcoming procrastination
• Role Play sessions were really helpful
• I have a better knowledge of how to motivate my staff and keep daily disciplines going.
• How to present our service products to the customer
• This showed a better way to handle heat scores or stop them before they became problems

• We will be a better team when I get this rolling
• Great trainer with solid knowledge
• I'm re-motivated to make some positive changes