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Training | Duration | Direct Reception Process (Part 1) |
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Objectives | Content | - To learn about main steps of Direct
Reception System. Theoretically and
practically understand the importance of
each of the steps. - To compare DRS with a traditional way
of customer service, explore the
advantages of DRS. - To identify processes of DRS
- To be able to support planning,
presenting and implementing of DRS at
your dealership.
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| - Introduction
- Customer Service Consultation – the old
conventional way - System of delivering service to the
customer - Basic steps of DRS
- Making an appointment
- Preparing to the customer visit
- Greeting the customer
- Orienting the customer
- Attending the customer
- Attending the vehicle at the hoist
- Writing the repair order
- Scheduling the work
- Quality and end control
- Explaining the invoice
- Follow-up after repair
- The Direct Reception System
- Implementation of DRS
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Target Audience | Service Advisors, Warranty Personnel, Workshop Foremen, P & A Specialists, Administrators, Hostesses Dispatchers, Telephone Operators |
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Comments | The Direct Reception System (DRS) has been developed by the founder of TGM Abel & Berger GmbH, Mr. Udo Abel. It is successfully implemented in many countries. This is an
original customer-oriented method of organizing of service of vehicles at the dealership, combining with the corresponding training of personnel, which directly deals with car owners.
The idea is that the owner is directly invited to participate in the process of diagnosing a problem with detailed explanation, which gives to the customer clear understanding of what he is going to pay for, as well as creating the feeling, that he can trust to the professionals.
Amendments towards your brand, standards and image are welcome. |
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