service manager - introduction to service management. (updated for 2025)
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.
The course is also beneficial to Service Managers experienced in their role, that may require the opportunity to refresh the basic operational principles and review current processes to ensure alignment with current customer expectations and industry best practices.
Small independent workshop owners will also find this course beneficial. The content is adjusted to best suit the small business requirements. It has been successfully delivered to workshops covering a wide range of industries.
Session 1
- The role of a Service Manager
- Looking through the eyes of a customer
- Customer feedback
- •Balanced Scorecard
Session 2
•Customer journey through the service department – 7 step process
- Appointment
- Preparation
- Arrival
- Workshop
- Return
- Follow up
- Communication
Session 3
•Customer behaviours
•Communication styles
•Effective Communication.
•Active questioning
•Telephone and email skills
Session 4
•Customer Dispute Resolution
•Working as a Service team
•Leader vs Manager
•Time Management
Session 5
•Service Department KPI’s
•Definitions
•Examples
•Calculations