service manager - customer journey from appointment to invoice.
This training program provides service managers with an in-depth look at the processes within a service department operation.
Following the customer journey, we take a critical look at each stage, identify the key touchpoints for customer satisfaction, and business opportunity.
This course is designed for the "new to the role" service managers. This is the recommended starting point for your knowledge journey as a service manager.
Session 1
1) Customer Relationship Management (CRM)
- building a relationship with customers by understanding their needs and expectations for excellent customer service.
- "looking through the eyes" of a customer.
2) Customer journey through the service department
- understanding the key customer touchpoints in the workflow of the service department.
Session 2
3) The appointment.
- information required from customer.
- setting expectations.
4) Preparation for arrival.
- being organised before the customer's arrival.
- vital checks to be carried out.
Session 3
5) Receiving the customer.
- creating a timely process that does not stress the customer or your frontline staff.
6) On the hoist.
- communication between the technician, frontline staff and the customer to progress required repairs in one visit.
- selling what the customer needs.
Session 4
7) Returning the vehicle to the customer.
- creating a memorable last impression.
- being prepared to minimise departure time for the customer.
8) Customer follow up.
- gathering feedback and actioning.
9) The 3.00pm meeting.
- a service manager's most important 10 mins each day.
This course is available as;
Online sessions
Four fast-paced sessions developed around service manager engagement with their peers. Class size limited to ten managers.
Face to face sessions.
Four two-hour sessions delivered at your workplace, combined with workshop process assessment.
All participants will be supplied with session workbooks, operational check sheets, and telephone support.
Available dates, plus session pricing will be forwarded to you when you
click on the link below to express your interest in one of these sessions.