Service Manager Certification

Enhance your skills as a service manager by mastering strategies to optimize operations, lead your team effectively, and elevate customer satisfaction in the service department.

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Course curriculum

1. Introduction
1. 5 Aspects of Leadership
2. Leadership is About Advancing Others
3. Leadership is a Verb and Not a Noun
4. Leadership is About Creating Change and Facilitating Growth
5. Leadership Deals with People and Their Dynamics
6. Three Types of Supervisors
7. Characteristics of a Boss
8. Characteristics of a Manager
9. Characteristics of a Leader
10. You Have to Earn the Status of Leader
11. Once You Reach the Level of Leader, You Still Have the Characteristics of a Boss and Manager Within You
12. Qualities of a Strong Leader
13. A Leader Must Commit Themselves to Continual Growth and Exposure of New Ideas, Concepts and Philosophies
14. When Marines Go to Battle, They Remove Their Insignia Rank
15. How a Leader Harms an Organization
16. Downside of a Leadership Position
17. Signs of Poor Leadership
18. You Can Always Buy a Person’s Time, But You Cannot Buy…
19. A Poor Leader States…
20. A Strong Leader States
21. How Do You Make an Organization Better? Invest in the People Who Work There.
22. Organizations Get Better When People Get Better
23. The Test of Leadership Occurs When You Are Not There
1. What is Accountability Management
2. Embracing Accountability Management
3. Making Accountability Management Work for You
1. Who We Communicate With
2. We All Communicate Differently
3. Kill Them with Kindness and Logic
4. Communicating With Salespeople (Motivation)
1. What is Training
2. Where to Get Ideas
3. Training Adults vs. Training Children
4. How to Train Adults
5. When to Train
1. What is a Coach
2. Characteristics of a Good Coach
3. How Do I Coach?
4. When Do I Have Time to Coach?
1. Customer Quote
2. What the Customer Really Wants from Their Service Visit
3. Perception Equals Reality
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4. How Customers Base Their Perception
5. The Order of How the Customer Ranks Their Buying Decision
6. The 4 Common Traits About People
7. Verbiage to Make the Customer Talk
8. 4 Reasons Why a Customer Would Not Visit Your Service Department
1. #1: They are 65% of your Service Customers
2. #2: Females Influence 80% of All Purchases
3. #3: Over 70% of Females are Uncomfortable with the Service Process
4. #4: Most Service Write-Up Areas are Not Female Friendly
5. #5: Females Have Higher Expectations than Men
6. #6: Females are More Emotional in their Buying Process
7. #7: Females are More Logical in the Buying Process
8. #8: Most Females Participate in Manufacturers' Customer Surveys
9. #9: Females are Inquisitive and Detail Oriented
10. #10: Females are More Opinionated
11. The 7 Do's When Dealing with Female Customers
1. Why a Customer Goes to a Secondary Repair Facility
2. The Secondary Repair Business Doubles Every 5 Years
1. Role of a Service Writer
2. Role of a Service Advisor
3. What Do You Have
4. Function of a Service Advisor
1. If Money was No Object
2. Do You 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 References 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 3 Things You Manage in a Service Department
2. Why People are Your Most Important Asset
3. The Definition of Team Work
4. Characteristics of an Effective Team Leader
5. Benefits of a Service Department Mission Statement
1. How Will You React if You Lost a Valuable Employee
2. Why Employees Quit
3. The Cost of Employee Turnover
1. What is Querencia
2. Understanding the Human Psychology of your Service Advisors
3. Uncomfortable Situation in a Service Advisor's Day
4. 3 Areas to Improve Service Advisor Growth
5. Understanding Unconditional Stimulus
1. What is a Sales Driven Environment
2. The 5 Areas Your Advisors MUST Understand
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. Pay Plans for Technicians
6. Bonus for Technicians
1. The 7 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: Performance is Based on Individual Operations
5. #4: Pay a Draw, not a Salary
6. #5: Do Not Base a Pay Plan Heavily Weighted on CSI
1. What is Leadership
2. The 5 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. 8 Rules for a Great First Impression
5. Benefits of a Service Walk Around
6. How to Build Value in a Walk Around
1. 4 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. 3 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. Best Method to Contact Customer for Show & Tell
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 Count
5. How to Get the 2 Extra RO’s 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 Waiters Mindset
5. The Customer Lounge - Couches
6. The Customer Lounge - Techs Visible
1. The Importance of Marketing
2. Common Places We Currently Market Our Services
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 Facebook Page
11. Direct Mail Coupons
12. Customer Referral Program
13. Special Events
1. Why a Customer Would Call the Service Department
2. Inbound Phone Stats
3. Why Customers Fail to Show for Appointments
4. What Makes Customers Upset When They Call
5. Never Diagnose a Problem Over the Phone
6. Never Quote Prices Over the Phone
7. Ask Lots of Questions
1. What 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. When the Service Advisors Handle These Callers
3. Who Should Focus on Revenue
4. Checklist for an In-House Service BDC
5. 2 Alarming Stats About Service Advisors
6. What a Customer Judges When Calling
7. The 9 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. Busy is Not an Excuse for Poor CSI
7. An Ounce of Prevention is Worth a Pound of Cure
1. The Definition of Customer Service
2. 9 Customer Service Skills We All Need
3. The Definition of Customer Support
4. The 8 Rules for Great Customer Support
1. What Summarizes the Most Common Customer Complaint
2. How Effective Service Advisor Communications Minimize Customer Complaints
3. Service Department Complaint Statistics
4. 6 Rules When Dealing with Customer Complaints
5. 2 Things to NEVER Do When Dealing with Customer Complaints
6. How to Deal with an Angry Customer
7. 4 Things to NEVER Do When Dealing with Angry Customers
1. What is Effective Time Management
2. Why is Time Management So Difficult
3. Real Time is Mental
4. Eliminating the 2 Sins That Affect Time Management
5. Sharpen the Ax
1. Statistics You Should Know
2. The Stress and Time Connection
3. Myths and Realities
4. Know Your Stress Symptoms
5. Techniques to Manage Stress
6. Techniques to Manage Time

About this course

$49.00 / month
210 lessons

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Service Manager Certification

Course curriculum

Chapter 1 - Introduction

Chapter 2 - Leadership

Chapter 3 - Accountability Management

Chapter 4 - Effective Communication Skills

Chapter 5 - Daily Training

Chapter 6 - Daily Coaching

Chapter 7 - Understanding the Average Service Customer

Chapter 8 - Understanding the Female Service Customer

Chapter 9 - The Secondary Repair Facilities

Chapter 10 - Service Writer versus Service Advisor

Chapter 11 - Hiring the Right People

Chapter 12 - Creating a Team Environment

Chapter 13 - About Your Team

Chapter 14 - Understanding the Service Advisor

Chapter 15 - How to Create a Sales Driven Environment

Chapter 16 - Employee Pay Plans

Chapter 17 - Pay Plan Issues for Service Advisors

Chapter 18 - Being an Effective Service Leader

Chapter 19 - The Service Walk Around

Chapter 20 - Upselling in Service

Chapter 21 - How to Increase Repair Order Count

Chapter 22 - Waiters

Chapter 23 - Marketing

Chapter 24 - Inbound Phone Calls

Chapter 25 - Effective Labor Rate

Chapter 26 - The Circle of Trust

Chapter 27 - Service BDC

Chapter 28 - Service CSI

Chapter 29 - Customer Service & Support

Chapter 30 - Handling Customer Complaints

Chapter 31 - Time Management

Chapter 32 - How to Manage Stress

About this course

Discover your potential, starting today