Training Courses

Fixed Operations

Service Management


Declining profit margins in new car sales together with the continuous extension of car life are making the performance of the service department key to the financial health of a dealership. This workshop is designed to give service managers the core knowledge needed to:

  1. Increase the average hours per job card (or repair order) invoiced through the workshop
  2. Increase customer satisfaction and retention
  3. Increase service department profit contribution.

The content will cover:

  • Understanding the bigger picture, why the performance of your service department is a critical success factor for your dealership.
  • The service customer reception process; on the phone, the night, before and receiving the vehicle on the day.
  • The electronic vehicle health check process; the practices, the processes and the systems to employ that deliver a duty of care charter to each and every customer.
  • The customer relationship building process; at the reception desk, in the workshop, delivering the invoice and making a lasting impression
  • Selling service plans and residual income products; the features, the advantages and the benefits of offering these products and services
  • How to operate an effective service CRM system; the traditional and the innovative systems and processes to employ in the age of social media and digital marketing
  • Understanding customer touch point’s, what they are and how to identify them to increase service revenues, labor sales, technician utilization and workshop productivity.


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