Service Management III: Application

Part three in our Service Management Program, Service Management III: Application, begins with each student presenting a detailed review of the Guarantee of Action (GOA) plans they created in the previous two courses, Service Management I: Foundation and Service Management II: Strategies. They share the successes and challenges involved in transforming their fixed operations department with fellow classmates. This interactive learning experience helps each student take themselves and their team to new levels of success. Ideally, this class would be taken four to six months after completing Service Management II: Strategies.

Class Length:2 days

Key Objectives & Competencies:

• Exchange best practices, experiences, ideas, and strategies using a peer collaboration process
• Evaluate and get feedback on GOAs (Guarantee of Action plans)
• Review and expand on previous course content
• Convert service advisors to service sales professionals
• Maximize repair orders through the multi-point inspection process
• Define key processes that enhance customer satisfaction and sales opportunities
• Implement and refine the multi-point inspection (MPI) and additional service request (ASR) selling processes
• Identify and track key express service metrics