FLEXIBLE LEARNING | DELIVERED ONLINE
Automotive businesses are under more pressure than ever before to raise their customer satisfaction and
This unique online programme will energise your staff to provide a “World-Class” service environment, helping improve Customer Satisfaction, increase staff morale, and sales and profit.
Overview and introduction to the Automotive industry including the operations of a dealership and the various departments and profit centres within the business. This introductory course sets the scene for anyone new to the automotive business in Australia.
A foundational understanding of the importance of customer service and how to deliver a unique customer experience. This course covers all the aspects that impact the customer journey and how to positively influence the customer's experience.
Psychology tells us that all customer communication and behaviour fall into four main categories. Being able to modify your communication and behaviour to suit each one offers the best opportunity to build a sound relationship with customers and provide a unique experience. This course offers the knowledge required to identify, respond and modify communication and behaviour to individualise the customer service provided.
Business image is the perception people have about your business or your brand. Being able to understand and live up to the business image is an important consideration in the overall service delivery. This course explores the nature of the business image and how to live up to the expectations conveyed by this image.
Customer expectations are a moving target - what made them happen yesterday will not necessarily make them happy tomorrow. Regardless of the skill level of your customer-facing staff they will, sooner or later, encounter objections, disputes or conflicts with customers. This course provides customer-sensitive techniques to overcome objections and the right way to handle disputes to deliver positive outcomes.
Making the most of the time you have at work is critical to both productivity and reducing stress. This course offers participants and understanding of the importance of good time management and simple techniques to allow them to plan, manage and prioritise their time to make the most of each day.