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
HCC: Service Coaching and Mentoring WDC (ENG)$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 […]
HCC: Service Customer Loyalty WDC (ENG)$149.00The ultimate measure of your service to customers is the loyalty that they give you with the business. That can be measured by customer retention. During the 1980’s Harvard Business School did the definitive research on this subject. That work was published in a book called the “Service profit Chain.” This is one of the […]
HCC: Service Customer Retention WDC (ENG)$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 […]
HCC: Service Delivery Systems WDC (ENG0$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 […]
HCC: Service Flat Rate Standard Times WDC (ENG)$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 […]
HCC: Service Inspections WDC (ENG)$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 […]
HCC: Service Labor Efficiency WDC (ENG)$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 […]
HCC: Service Leadership WDC (ENG)$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 […]