Service Managers Leadership Training

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In-Person at the Dealership

Duration: 6 Hours

Online Live via Zoom

Duration: 2 x (3 Hours)

Program Overview

Service Managers Leadership Training Video Description

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 customer expectations with validation and anticipation.
Understand various motivators and demotivators of different personality types.
Know what the key metrics are to have 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.

Course Description

Program Structure

In-Person , In-Dealership or Conference Centre (8 hours)

Includes all Fixed Operations Managers, General Managers

Program Structure

Online Live 2 – 3 hour sessions Online Live instructor led vias Zoom platform

Includes all Fixed Operations Managers, General Managers

Course Elements (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 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.

Action 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)

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

Projected Outcomes

Develop the sales skills of service advisors.
Increase personal leadership in the service consultation.
Increase hours and dollars per customer R.O.
Increase the sales of parts and accessories.
Improve control of scheduling to maximize efficiency.
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.

Download the Full Course Syllabus

Get a detailed look at what you'll learn and how this course can benefit you. Dive into the full course syllabus to see the topics covered, key learning objectives, and more!

Add-on Service to Service Managers Leadership Training - Practical Skills Days

Practical Skills Days are a fantastic way to take all of the content knowledge from any course and put it to work in the real world.

The practical application of the new skills learned in the course will build the confidence and competence of the team to perform at a higher level with your customers.
These action-packed days use real-life simulation scenarios Online Live Via Zoom or In-Person hands-on demonstrations with your team in their own working environment.

Our trainers will engage the management with their teams to improve coaching skills and strategies and deliver a top-level customer experience.

To learn more about the course referenced above, please contact us today.

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Testimonials About This Course

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.

Service Managers Leadership Training

Program Overview

Elevate the leadership skills of your service management team! Service Managers will:

Program Structure

Program Structure

Cultivating your Environment

Attributes of an Exceptional Service Department

Leadership and Coaching vs. Management

The Service Cycle

Critical KPI’s What to Track

Quality vs. Compromised time

Consultations, Workshop Scheduling Strategy

Internal, Retail and Warranty

Building all the value in Products and Services

Controlling our emotions around a customer situation

Planning and delivering your own training meetings

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)

What Did You Like Most About the Program?

Download the Full Course Syllabus

Add-on Service to Service Managers Leadership Training - Practical Skills Days

To learn more about the course referenced above, please contact us today.

Course Selection

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Service Managers Leadership Training

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Testimonials About This Course

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