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 Parts 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 when we mentor the younger less experienced workers, we have a responsibility to transfer our knowledge to them. […]
LWS: Customer Service Parts Making Money WDC (ENG)$149.00With everything that goes on in a parts 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 […]
LWS: Customer Service Parts Marketing (WDC/ENG)$149.00In this Basic Marketing class, we explore a broadly misunderstood sector of business. It is much more than mailings, promotions, and tradeshows. It is all of the aspects involved in influencing the customer to purchase your products or services. Marketing is the science of choosing target markets through the use of market analysis and segmentation. […]
LWS: Customer Service Parts Pricing WDC (ENG)$149.00Your price is a marketing tool, but most of you don’t use it that way. How often have we heard that “your price is too high” or “I can get it down the street for less?” How well customer contact personnel respond to these and other comments about your prices is critically important to your […]
LWS: Customer Service Parts Purchasing and Expediting WDC (ENG)$149.00When you have the part in stock you are the same as everyone else. The only part that matters is the one you don’t have in stock. The equipment and parts suppliers have made the ordering process so simple that we have lost sight of expediting and the purchasing function. If a machine is down, […]
LWS: Customer Service Parts Standards of Performance WDC (ENG)$149.00What does it looks like when it is right? Performance in a Parts Department must maximize productivity, manage assets, and satisfy customers. The first step to understanding and accepting what needs to be done is to have meaningful, measureable and achievable standards. How to develop your own standards and yet continue to reach for excellence […]
LWS: Customer Service Parts Warehousing WDC (ENG)$149.00That big area in your facility stuffed with parts can and should be a showcase for your dealership. A distribution center which has been designed and developed to be space effective, productive and safe is a wondrous thing. Not many equipment dealerships have such a warehouse, do they? A warehouse stores parts, and it requires […]
LWS: Customer Service Preparation WDC (ENG)$149.00Everyone everywhere sells. That is a truth that is little understood. We sell ideas at work and we sell manners at home. There are many things that we sell over the course of our lives. Sales personnel sell for a living, and the skills that they have as individuals are enhanced when they know the […]