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 Market Capture WDC (ENG)$149.00The parts and service businesses within the construction equipment Industries has never had a precise method to calculate the share of the labor market for a specific brand. To some degree this has allowed the service business to operate without a critical performance measure being in place. This program married the market potential, which is […]
LWS: Customer Service Market Segmentation WDC (ENG)$149.00Marketing is the process of identifying and satisfying customer needs. That process becomes impossible with the thousands and thousands of customers that you have in your assigned area of responsibility (AOR). As a result of that truth, it becomes important to be able to find out what the customer needs and wants, and then to […]
LWS: Customer Service Market Strategy WDC (ENG)$149.00The only way to position your parts business is to provide customers with something they value. The fundamental principles of customer value are to offer something the customer wants and needs and to provide that offering better than your competition can. This class provides methods and a road map to follow in developing a strategy. […]
LWS: Customer Service Overcoming Objections WDC (ENG)$149.00The sales process is complicated. With professional selling, we know the methods and the processes. We have an assigned sales territory, and we are responsible for market penetration and market share. But all of that is put in jeopardy if the salesman does not know how to handle the objections that the customer might present. […]
LWS: Customer Service Parts Basic Finance WDC (ENG)$149.00Before we can be of any value to anyone else we have to be of value to ourselves. That is an old adage, but it still rings true. Ignorance is not knowing what to do. How can we know what to do if we don’t understand basic finance? Here we will expose and explain all […]
LWS: Customer Service Parts Basic Inventory Control WDC (ENG)$149.00Have we completed the transformation of the inventory from being managed by people to being controlled by systems? This program will reintroduce the fundamentals of Inventory Control so that everyone can understand why we have the parts we have, and don’t have the parts we don’t have. In the market today, customers are demanding more […]
LWS: Customer Service Parts Basic Management WDC (ENG)$149.00There are some fundamental truths about people and their work: everyone wants to do a good job, everyone can do more than they think they can, and everyone is fundamentally lazy. In management and leadership we have to deal with people and processes. That is the job. You lead people and you manage the process. […]
LWS: Customer Service Parts Best Practices WDC (ENG)$149.00With standards of performance, we dealt with what it looks like when it is right. With Best Practices we aim for performance excellence. What is it that the most successful dealers are doing to achieve excellence? This is discussed in detail in this program to allow dealers to see optional approaches to processes and systems. […]