·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
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)
Role of the Service Advisor in the service process. Structure in selling.
Eliminating misconceptions. Good Service is Good Sales