Automotive

   Service Manager Training

   4 days

• After completing the course, participants will know basic steps of aftersales process, legal implications which rule the service of customers in the dealership, roles and functional responsibilities of service management, dealer service standards, will be able to implement key performance indicators to their dealerships.
  The service market potential, service marketing, managing customer relationships, customer complaints and dealing with them, customer complaint handling will also be discussed.
  The emphasize of this training will be
  focused on service organization, planning
  and service profitability.

• Introduction
• Legal considerations, defining service
  and warranty repair requirements
• Process of servicing the customer
• Roles and functional responsibilities of
  the service manager
• Organizational and financial
  responsibilities of the service manager
• Responsibilities for implementing and
  monitoring of retail standards
• Customer care responsibilities
• Responsibilities on establishing
  objectives and meeting targets
• Key performance indicators
• Service market potential
• Methods of service marketing
• Need for knowing your customer
• Elements which support customer care
• Customer relation management
• Customer complain handling
• Workshop planning
• Closing session

Aftersales Directors, Service Directors & Service Managers.

This training is specifically for automotive Service Directors and Managers. The focus during the training is on the managerial skills in service planning, workshop organization, financial responsibility and the quality of services offered to customers.

Amendments towards your brand, standards and image are welcome.