Customer Service Curriculum
How dealer customer service professionals perform is at the heart of positive customer relationships and dealer success. Whether it’s in person or on the phone, greeting customers, answering questions, scheduling appointments or resolving complaints or problems, the customers’ collective dealer experiences directly affect customer acquisition and retention. These classes can provide the expertise needed for customer service success.
LWS: Customer Service Absorption WDC (ENG)$149.00Customer loyalty is crucial when it comes to your success in your business. In the midst of managing the parts business for the highest levels of customer loyalty, we often overlook the profitability of the parts business. The profits provided by the parts business goes to cover the expenses and costs of operating the business. […]
LWS: Customer Service Balanced Scorecard WDC (ENG)$149.00In the service business we communicate with the marketplace in a variety of methods. We deal with various systems, manually and technologically. We have a responsibility to serve and retain customers while at the same time we have to make money for the business. This is a complicated business. To assist us in managing the […]
LWS: Customer Service Buyer’s Needs WDC (ENG)$149.00A new reality continues in its approach. By now everyone has been affected by “telemarketing,” your tele-selling future has gotten off to a successful start, and you have also learned how to handle the objections from the customers. You know all of the mechanics of selling. Now we need to make it easier for you […]
LWS: Customer Service Campaigns and Promotions WDC (ENG)$149.00A new reality continues apace. Everyone by now has been affected by “telemarketing” and I trust your tele-selling life has had a successful start. But, even with the sales aspect of the job, it is hard to hold onto a performance edge: to stay motivated and excited. The job, over time, gets to be too […]
LWS: Customer Service Change WDC (ENG)$149.00Dealing with change is one of the biggest challenges we face in our lives. It will also be one of the largest challenges you face in creating value for customers and remain relevant in the supply chain. Jack Welsh is famous for saying “When the world around you is changing faster than you are…. the […]
LWS: Customer 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 […]
LWS: Customer 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 […]
LWS: Customer Service Delivery Systems WDC (ENG)$149.00In the parts business we communicate with the marketplace in a variety of methods. With the telephone, with people walking into your store, some customers will send orders by mail, or via a fax, and some use the internet. But the variations of the work don’t stop there: we also have to contend with a […]