Service Curriculum
A dealer service department’s profitability is extremely important to the overall success of the dealer. The department manager must oversee all aspects of the department, with customer satisfaction being of utmost importance. These classes will help you ensure service quality, maintain excellent customer relationships and ensure compliance with industry standards.
Offered in partnership with our Center of Excellence school
CWI: Service Coaching and Mentoring$149.00One of the most important and significant activities in which we can be involved, in our professional lives, is helping in the development of the younger less experienced employees. Whether it is a direct coaching job or we mentor the younger less experienced workers we have a responsibility to transfer our knowledge to them. In […]- CWI: Service Customer Loyalty$149.00One of the true challenges in the parts and service business is to determine the successful penetration of the market: the market capture rates. This is another term used to represent your “market share.” How well you are looking after the needs of the customer is the real question at this point. With this class, […]
- CWI: Service Customer Retention$149.00All of the training and tooling in service, and the inventories and systems in parts, and all the good work by professional salesmen will be wasted if you cannot keep your customer for life. The Japanese taught us that in the 1970’s, and Harvard Business School did the definitive research in the 1980’s. This class […]
- CWI: Service Delivery Systems$149.00In the service business, we communicate with the marketplace in a variety of methods. With the telephone, with people walking into your store, some customers and some use the internet. But the variations of the work don’t stop there: we also have to contend with a variety of “delivery” systems as well. These are not […]
- CWI: Service Flat Rate Standard Times$149.00Customers want to know how much the repair work will cost before they approve the job you will perform. We have to provide this important information. In order to do this, we must manage our repairs with job codes. We must determine standard jobs, and then track them every time we perform them. In this […]
- CWI: Service Inspections$149.00Customers, for the dealership service department, have grown used to performing service maintenance and minor repairs either themselves, or with the help of independent mechanics. This has led them to the conclusion that repairs are easily done and that they can diagnose problems with their equipment without much help from anybody. While it is true […]
- CWI: Service Labor Efficiency$149.00Labor efficiency and labor quality are the two most important performance measures for supervision of a service department. The way in which you measure labor efficiency leads you to be able to manage labor efficiency. Detailed definitions and calculations, as well as tried and true methods to achieve high labor efficiency are the hallmarks of […]
- CWI: Service Leadership$149.00The management and supervision in business is in many cases misunderstood. You manage process but you have to lead people. Often, we get consumed by our need to improve our processes. Since the 1980’s with the “Japanese” continuous improvement movement we have been obsessed with eliminating non-value added, tasks and processes. But what have we […]