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 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 […]
LWS: Customer Service Instore Merchandising WDC (ENG)$149.00The days of your customers walking into your business have long since passed. This is truly a shame. Some thirty to forty years ago, we taught our customers that our inventory management meant that those parts that the customer wanted would not all be available when they came to our store. So they started to […]
LWS: Customer 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 […]
LWS: Customer 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 […]
LWS: Customer Service Leveraging Assets WDC (ENG)$149.00The service department is known to provide repairs, rebuilds, and maintenance services. We manage the labor function to have the highest possible labor efficiency and quality. High performance in a Service Department must maximize efficiency, maximize quality, and satisfy customers. The first step to understanding and accepting what we have to do is to understand […]
LWS: Customer Service Maintenance Programs WDC (ENG)$149.00Everyone knows about the repair and rebuild business. That is where the excitement is for technical people. In the product support business, we have two major goals: reduce the owning and operating costs for the machine owner, and protect the residual value of the machine. The first step to understanding how to reduce owning and […]
LWS: Customer Service Make It Matter WDC (ENG)$149.00Everything that we do in the labor business has a profound impact on our customers, suppliers, coworkers, and other stakeholders. There has to be a difference in what and how you do your work that is visible and obvious to everyone that you touch in the performance of your work. You have to be able […]
LWS: Customer Service Making Money WDC (ENG)$149.00With everything that goes on in a labor business it is easy to forget that we also have a responsibility to make money. We have to make money to be able to pay competitive wages to attract and retain talented employees. We have to make money to have available buildings and equipment that allows us […]