Training Solutions

TRAINING & COACHING SOLUTIONS

HIGH-PERFORMANCE SERVICE SELLING & CUSTOMER HANDLING

Our training methodology is unique in the way we incorporate the single most important and often overlooked personnel in the service department. This is our TECHNICIAN. Through techniques, training, and engagement, we inspire them to become a critically supportive part of the service selling and customer handling process. We encourage all team members to conduct customer relations in a manner that benefits your guests first, as well as the team and the dealership.

Fundamentals

This course focuses on providing the service advisor with the FUNDAMENTAL processes, training, and word tracks to dramatically enhance their service selling and customer handling ability. This is accomplished through the application of the top service selling and customer handling process in our industry.

Advanced Training

The Advanced Training focuses on a thorough review and reinforcement of the fundamental course curriculum. We first evaluate and discuss specific challenges and opportunities. We then provide advanced techniques around the RIM, POR, TAP, SIG, and ¼ Time Inspection Rule processes.

Express Maintenance and Main Line Technicians

This course emphasizes the most critical element of the service selling and customer handling process; our professional technicians. The technician’s ability to deliver a consistent and quality multi-point inspection provided at the OPTIMUM time is critical to success in our goal to sell, service, and retain our customers.

Management in Action

This course is for fixed operations directors, service managers, service drive managers, dealer principals, and GMs. Its focus is to provide leadership with the tools, processes, key performance indicators, and “look fors” to properly manage this best-in-class service process.

Effective Service Selling and Customer Handling Through Technology

This is a course focused on maximizing the usage and effectiveness of the current electronic multi-point inspection technologies that exist in our industry. This is accomplished by reviewing best practices, tools, and word tracks that aid the advisor using the technology to its maximum benefit to enhance the process and customer experience.

Customer Satisfaction and Retention Leveraged Impact Analysis and Action

This course provides service management and service advisors with tools to unlock the mystery of customer satisfaction success. This is done by applying a leveraged impact methodology to accurately diagnose CSI scores and place the appropriate emphasis on the people, process, or technology that need improvement.

Transactional Accountability and Leadership

In this course dealer principals, GM’s, fixed operations directors, and service managers are provided with the tools to accurately set an objective and distill it down to individual advisors and technicians. More importantly, the course offers tools and actions to measure (by technician and service advisor) what must be done TODAY.

Truly Exceptional Service

Discover best-in-class truly exceptional service tips and techniques and begin to develop an action plan to implement these ideas in your daily activities. This course places specific emphasis and instruction on defining the dealership service department and cultivating an exceptional environment.

Appointment Scheduling and Shop Loading

This course provides service management, BDC professionals, and advisors the scientific way to load the shop by hours available to sell. Instruction is provided on how to calculate daily capacity, establish an accurate time bank, utilize average repair times, and account for limited capacity areas.

Service Initiation and Write Up

Here, learners are provided best practices for the “missing link” in the service reception process. That is the critical step between the appointment and the write-up, known as service initiation. Service initiation focuses on creating a process and culture that generates a WOW experience from initial greeting through active delivery.

BDC Phone Skills and Word Tracking

This course provides BDC professionals with best-in-class word tracks for the most essential inbound and outbound BDC to customer communications. This course helps inspire the BDC professional to elevate their skills and word tracking for the maximum benefit of the customer experience and business growth.

Leadership and Influence Through Inspiration

Here, fixed operations directors, service managers, and assistant service managers are inspired with a shift in mindset and a focus on authentic servant leadership. Scenarios are provided, and best practices are offered to help managers make the critical transition from a boss to a leader.

The 10 Essential Habits of Highly Effective Service Managers

This course provides a real-world road map for effectiveness and success in service management. This course eliminates the theory and opinion and addresses the activities, processes, and tools that are mission-critical to succeed in effective service management.

The 10 Essential Habits of Highly Effective Service Advisors

This course is similar in approach to the 10 Habits of Highly Effective Service Managers course, but with a direct emphasis on practical, effective service advisor activities and actions. Here, we get to the core of what it takes to thrive in a professional service advisor’s demanding job.

Practical Labor Rate Analysis and Best Practices

Fixed operations directors, service managers, and advisors are provided a thorough understanding of the most common and uncommon “cause and effect” critical areas that erode effective labor rate and gross profit. It also provides the learner with techniques and tools to minimize ELR erosion and improve gross profit.