Service Management Training
Creation of Service/Parts Profitability through
Mitchell Automotive Service focuses on service personnel and how they
affect the customer and the organization. We define service processes
as individuals and comprise these ideas to develop service managers
as consistent leaders of customer service. We then analyze these practices
to maximize overall department efficiency and profitability. Our final
step is assisting service management in observing and supporting each
individual service employee with processes that fall outside of their
current training and methods of conducting day-to-day business. Through
small changes with each individual, we create an atmosphere of consistency
in service and ultimately a paradigm shift towards a culture of teamwork
and dealership success.
Our next step involves personnel (from an outside source) going into the dealership to observe each individual service employee and how he/she specifically completes each of our defined processes. These observations are not pervasive and do not attempt to criticize, analyze or interfere with current practices. This is merely an information gathering process.
We then take a look at this compiled information and attempt to create a detailed process for each step involved in the service employee’s day. We look at what works specifically for this dealership and apply industry best practices to develop a working model for service.
After completion of the operations manual, we review our findings and opinions with service management and the dealer principal. We then formulate your final operations manual for the dealership. We also include a review process for service management to set specific goals for each individual service writer and clearly define what is expected of each writer upon implementation of these processes. We do not expect immediately for all personnel to conform to new practices and ask that service management follow the review process. Support and consistency in dealing with each individual are paramount in making this program a success.
In store visits are tailored to assist management with specific issues of each individual service employee and to review and adjust processes to meet the needs of the department.