September - Service MasterClass

The Automotive Customer Service MasterClass, facilitated by Proactive Dealer Solutions, is a 4-day workshop designed to improve communication skills for Service Managers, Service BDC Managers, and Service BDC Agents (who only attend 3 ½ days). The program is designed to provide attendees with the skills and tactics they need to create a differentiated customer experience that results in increased customer retention and CSI. Each day is packed with intensive, highly-interactive sessions designed to bring the “how-to” and real-world experiences into the training room, emphasizing on the skills, techniques, and confidence to WIN in Service Business Development.

Please use the link provided to download the Service MasterClass Packet for more information.

Agenda

Day 1 - 3

• Establishing a Customer Experience Foundation
• Modern Rules of Lead Engagement
• Understanding the Current State of Service
• Understanding Service Campaigns & Retention Strategies
• Outbound Service Skill Sharpening: Overcoming Objections
• How to Avoid Common Fail Points in Serving Your Customers
• Online Service Scheduling Best Practices
• KPIs & Time Management Skills for Top Performers
• Creating a Receptive Customer: Common Service Objections
• Understanding Service Campaigns & Retention Strategies
• Outbound Service Skill Sharpening: Overcoming Objections
• Introduction to the DISC Profile Assessment
• The 4 Service Customer Profiles & How to Identify
• Service Performance Improvement by Understanding Yourself and Your Customer
• DISC Principles in Service Objection Handling & Practical Application
• Service Skills Sharpening: Mirroring Your Customer & Building Rapport
• Service Skill Sharpening: Service Conflict Recovery and Resolutions
• Service Skill Sharpening: Recreating the Service Drive Experience - “Out with the OLD”
• Staff Send-off: What will you change tomorrow?

Day 4: Dealership Development Session

• Leadership or Management: You Set the Tone
• Goal Setting Foundations & Managing by the Numbers
• Defining Your Unique Value Propositions
• Creating the Customer-Centric Process Map: It’s THEIR Journey
• Service Capacity Calculator
• Smart Scheduling Best Practices
• Supporting First Contact Resolution
• Establishing Standards for CCC: Customer Communication Cadence: Proactive follow-up and expectation setting with customers
• Service Support Staff Huddle
• 3-2-1 Grand Finale

If you have additional questions please reach out to our Sales Department at [email protected] or by phone at 866-934-9847.

Note: Registrations are non-refundable.

Host or Publisher Proactive Dealer Solutions