Service Management

Learn key strategies for leading a high-performing service department, improving customer satisfaction, and maximizing operational efficiency.

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Course curriculum

1. Introduction
1. Customer Quote
2. What the Customer Wants from Their Service Visit
3. Perception Equals Reality
4. How the Customer Bases Their Perception
5. How the Customer Ranks Their Buying Decision
6. The Four Common Traits About People
7. Creating Dialogue
8. Four Reasons Why a Customer Would Not Visit Your Service Department
9. #1: Price
10. #2: Quality of Work
11. #3: Convenience
12. #4: Relationship / Treatment
13. Thirteen Words & Phrases to Never State to a Customer
1. Are Female Customers Important
2. The Six Rules to Live By
3. #1: Higher Expectations
4. #2: Women Are Emotional in Their Buying Process
5. #3: Female Customers Are Logical Decision Makers
6. #4: Women Are More Inquisitive and Detail Oriented
7. #5: Women Are Strongly Opinionated
8. #6: Female Customers and the Manufacturer's Survey
1. Why a Customer Chooses an Independent Repair Facility
2. The Growth of the Independent Repair Business
1. The Role of a Service Writer
2. The Role of a Service Advisor
3. What Do You Have
4. Function of a Service Advisor
1. Hiring the Right People
2. What is "Panic Hire"
3. The Effect of Hiring the Wrong People
4. Common Hiring Mistakes
5. Qualities You Want in a New Hire
6. Applicant Areas of Concern
7. The Importance of Calling Every Reference
8. Questions to Ask on Reference Calls
9. Never Call the Reference Listed
10. Interview Questions for Technicians
11. People Are Your Most Important Assets
12. Do NOT Hire Someone Else's Poor Performer
13. People Quit People Who Devalue Them
1. The Three Things You Manage in a Service Department
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2. Why People Are Your Most Important Asset
3. The Definition of "Teamwork"
4. Characteristics of an Effective Team Leader
5. Benefits of a Service Department Mission Statement
1. An Expensive Piece of Equipment
2. How Will You React If You Lost a Valuable Employee
3. Why Employees Quit
4. The Cost of Employee Turnover
1. What is "Querencia"
2. Understanding the Human Psychology of Your Service Advisors
3. Uncomfortable Situations in a Service Advisor's Day
4. Three Areas to Improve Service Advisor Growth
5. #1: Stop Being a Boss
6. #2: Stop Assuming
7. #3: Stop Threatening
8. Understanding Unconditioned Stimulus
9. What Are You Spending Most of Your Time Managing
1. What is a Sales Driven Environment
2. #1: Celebrate Performance
3. #2: Effective Training
4. #3: Accountability
5. #4: Open Communications
6. #5: Financial Rewards
7. The Five Areas Your Advisors MUST Understand
8. #1: Level of Customer's Inconvenience
9. #2: People Do Like Surprises
10. #3: The Sign States "Service"
11. #4: Being Proactive is Always Better
1. What Areas Does a Good Pay Plan Affect
2. Understanding a Pay Plan Methodology
3. Who Should Benefit from a Good Pay Plan
4. Performance-Based Pay Plans for Service Advisors
5. Service Advisor Performance Plan: Part 1
1. The Seven Pay Plan Issues
2. #1: Pay Plans Are Not a Substitute for Managing Their Performance
3. #2: Always Have a Daily Reporting Tool
4. #3: Individual Based Performance
5. #4: Implement a Tie In to the Service Policy
6. #5: Pay a Draw Against Commission
7. #6: Do Not Pay Based on Hours Per RO
8. #7: Do Not Pay Heavily Based on CSI Scores
1. Obstacles That Affect Service Advisors
2. #1: Believing in the Technician's Findings
3. #2: Trusting Technician's Recommendations
4. #3: Placing Themselves in the Customer's Shoes
5. #4: Pre-Qualifying the Customer
6. #5: Presentation Flow
7. #6: Struggling with Price
1. What is Leadership
2. The Five Essentials of Leadership
3. #1: Leadership is About Influencing Others
4. #2: Leadership is a Verb and Not a Noun
5. #3: Leadership is About Creating Change and Facilitating Growth
6. #4: Leaders Deal with People and Their Dynamics
7. #5: Leadership is About Advancing Others
1. The Definition of "Empathy"
2. When Must Your Staff Show Empathy
3. How to Show Empathy
4. Eight Rules for a Great First Impression
5. Benefits of a Service Walk Around
6. How to Build Value in a Walk Around
7. The Seven Meet & Greet No-No's
8. The Ten Foot Rule
1. Four Buying Factors Customers Want
2. Why Customers Think We Sell Them Products They Do Not Need
3. The Five Senses
4. The Two Strongest Senses
5. Three Ways to Maximize the Customer's Senses
6. What Is Show & Tell
7. The Benefit of Show & Tell
8. How Does Show & Tell Benefit the Customer
9. Best Place to Post a Video for Show & Tell
10. Seven Ways to Make an Expensive Repair Look Reasonable
11. #1: Introduce an Expensive Repair Look Reasonable
12. #2: Compare to an Intangible Item
13. #3: Increase the Perception
14. #4: Remove the $ Sign
15. #5: Make the Number Small
16. #6: Create Visual Perceptions
17. #7: Offer Numerous Repairs and Remove One
1. The Benefits of Increasing the Repair Order Count By 2 Per Day
2. Record & Listen
3. Phone Verbiage That States You Have Lost the Opportunity
4. Phone Facts That Affect RO's Per Day
5. How To Get the Two Extra ROs Per Day
6. Who is Getting the Bulk of the Service Business
7. Mystery Shop Your Service Advisors
8. The Con of Charging a Diagnostic Fee
9. Never Quote a Price Over the Phone
10. How to Increase Service Appointments
11. Should You Pay the Tech for the Diagnostic
12. The Benefits of Free Diagnostic
1. The Pros of a Waiter
2. The Cons of a Waiter
3. Show the Waiter the Concern
4. The Waiter's Mindset
5. The Customer Lounge - Couches
6. The Customer Lounge - Techs Visible
1. The Importance of Marketing
2. Common Places We Currently Market Our Service
3. Our Current Marketing - Baby Boomers
4. Who Are the Millennials and GEN X
5. What Type of Marketing Do Millennials and GEN X Prefer
6. Facebook Statistics
7. When Marketing, Think Retail
8. Appointment Reminder System
9. Groupons
10. Service Department's Facebook Page
11. Direct Mail Coupons
12. Customer Referral Program
13. Special Events
1. Characteristics of Millennials and GEN X Customers
2. What Millennials and GEN X Spend Per Year
3. Three Ways to Market to Millennials and GEN X Customers
4. #1: Visualization
5. #2: Infographic
6. #3: Videos
7. The Power of Coupons
1. Why a Customer Would Call the Service Department
2. Inbound Phone Stats
3. Why Customers Fail to Show for Appointment
4. What Makes Customers Upset When on the Call
5. Never Diagnose a Problem Over the Phone
6. Never Quote Prices Over the Phone
7. Ask Lots of Questions
1. The Benefit of Being an Active Listener
2. #1: Pay Attention
3. #2: Show That You Are Listening
4. #3: Respond Appropriately
5. #4: Provide Feedback
6. #5: Defer Judgment
1. Benefits of Express Service
2. The Rapid Growth of Independent Express
3. Profitability and an Express Operation
4. Success from Strict Guidelines and Supervision
1. What Really is the Effective Labor Rate
2. What Should Your Effective Labor Rate Be
3. What Does It Mean If the Effective Labor Rate is Too High
4. Signs That You Should Be Concerned
1. What is the Circle of Trust
2. Who Needs to Trust Who
3. What Happens When the Circle of Trust is Broken
4. Ways to Get the Customer into the Circle of Trust
1. Benefits of a Service BDC
2. #1: Handle of Inbound Service Calls
3. #2: Set Service Appointments
4. #3: Make Outbound Recall Notifications
5. #4: Make Outbound SOP Part Notifications
6. #5: Handle Service Reminder Calls
7. #6: Assist with CSI Call
8. #7: Market to Lost Customers
9. When the Service Advisor Handles the CSI Call
10. Who Should Focus on Revenue
11. Checklist for an In-House Service BDC
12. Two Alarming Stats About Service Advisors
13. What a Customer Judges When Calling
14. The Nine Rules for the Service BDC Operation
1. By the Numbers
2. Mystery Shop Your Service Department
3. Step Away and Look
4. Visit Another Dealership
5. Watch, Listen & Learn
6. It's Not Enough Just to Ask
7. Busy is Not an Excuse for Poor CSI
8. An Ounce of Prevention is Worth a Pound of Cure
1. The Definition of Customer Service
2. Nine Customer Service Skills We All Need
3. #1: Patience
4. #2: Attentiveness
5. #3: Clear Communication Skills
6. #4: Knowledge of Our Product
7. #5: Acting Skills
8. #6: Ability to Read Customers
9. #7: A Calming Presence
10. #8: Persuasive Skills
11. #9: Willingness to Learn
1. The Definition of "Customer Support"
2. The Eight Rules for Great Customer Support
3. #1: Always Answer the Phone
4. #2: Don't Make Promises You Can't Keep
5. #3: Listen to Your Customers
6. #4: Deal Promptly with Complaints
7. #5: Be Helpful - Even If There is NO Reward
8. #6: Always Be Kind, Courteous and Helpful
9. #7: Go the Extra Mile
10. #8: Catch Your Customer Pleasantly Off Guard
1. What Summarizes the Most Common Customer Complaints
2. How Effective Service Advisor Communications Minimize Customer Complaints
3. Service Department Complaint Statistics
4. Six Rules When Dealing with Customer Complaints
5. Two Things to NEVER Do When Dealing with Customer Complaints
6. How to Deal with an Angry Customer
7. Four Things to NEVER Do When Dealing with Angry Customers
1. Warranty Repairs Trending Upwards
2. The Cost of Poorly Processed Warranty Claims
3. Should Service Advisors Be Warranty Administrators
4. In-House Person or Contract Out?
5. How Does Your Staff Perceive Warranty & Recall Repairs
1. What Is the "Walk of Death"
2. Technology To Help Minimize the "Walk of Death"
1. Six Areas That Hurt Shop Productivity
2. #1: Appointment Scheduling
3. #2: Work Flow
4. #3: Right Job to the Right Technician
5. #4: Equipment Issue / Poorly Functioning
6. #5: Special Tools
7. #6: Absenteeism and Tardiness
1. What Is Effective Time Management
2. Why is Time Management So Difficult
3. Real Time is a Mental Picture
4. Eliminating the Two Sins That Affect Time Management
5. Making Sure Everyone is Organized
6. Sharpen the Axe

About this course

$79.00 / month
255 lessons

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Service Management

Course curriculum

Chapter 1 - Introduction

Chapter 2 - Understanding the Average Service Customer

Chapter 3 - The Female Customer

Chapter 4 - The Independent Repair Facilities

Chapter 5 - Service Writer versus Service Advisor

Chapter 6 - Hiring the Right People

Chapter 7 - Creating a Team Environment

Chapter 8 - About Your Team

Chapter 9 - Understanding the Service Advisor

Chapter 10 - How To Create a Sales Driven Environment

Chapter 11 - Employee Pay Plans

Chapter 12 - Pay Plan Issues for Service Advisors

Chapter 13 - Service Advisor Obstacles

Chapter 14 - Being an Effective Service Leader

Chapter 15 - The Meet & Greet and the Service Walk Around

Chapter 16 - Upselling in Service

Chapter 17 - How to Increase Repair Order Count

Chapter 18 - Waiters

Chapter 19 - Marketing

Chapter 20 - Marketing to the Millennials & GEN X

Chapter 21 - Inbound Phone Calls

Chapter 22 - Active Listener

Chapter 23 - Express Service Operation

Chapter 24 - Effective Labor Rate

Chapter 25 - The Circle of Trust

Chapter 26 - Service BDC

Chapter 27 - Service CSI

Chapter 28 - Customer Service

Chapter 29 - Customer Support

Chapter 30 - Handling Customer Complaints

Chapter 31 - Warranty Processing

Chapter 32 - The "Walk of Death"

Chapter 33 - Shop Productivity

Chapter 34 - Time Management

About this course

Discover your potential, starting today