Category Archives: Owner/Manager/Consultant Training

Exceptional Customer Handling Skills

Exceptional Customer Handling Skills provides participants with industry best practices that lead to increased customer satisfaction, higher customer retention, and better profitability. Attendees also learn how to reduce the anxiety of dealing with upset customers. The techniques and industry best practices presented during this interactive eight hour seminar will increase your customer satisfaction, decrease your frustration, and help you to create an exceptional customer experience

Dealing With Upset Customers

Dealing with an upset or disgruntled customer can be a source of significant anxiety to service counter associates. This highly interactive course provides an understanding of how to defuse tense situations associated with failed repairs, mishandled business transactions, and other customer satisfaction challenges. Participants learn and practice valuable skills used to calm customers, resolve customer concerns, and ensure high customer retention for their organization. Trainer: Greg Marchand is an author, industry consultant, and passionate educator. As a former shop owner, Toyota business consultant, and college teacher, Greg is passionate about the health of the automotive industry. Greg designs and delivers knowledge rich, engaging automotive service and sales curriculum for instructor led and virtual instructor led training programs delivered throughout the U.S., Canada, and Europe. He also conducts in-shop process consultations ... read more

Telephone Skills

The telephone is integral to any business, yet sometimes little attention is paid to how the phone is answered, or to converting those phone calls into actual paying customers. This interactive course discusses the importance of not only making the phone ring but on converting those customers who do call into scheduled appointments. Class discussion and role play scenarios focus on verbal communication, the subtleties of how words are used during a conversation, and ensuring consistency in process. Trainer: Greg Marchand is an author, industry consultant, and passionate educator. As a former shop owner, Toyota business consultant, and college teacher, Greg is passionate about the health of the automotive industry. Greg designs and delivers knowledge rich, engaging automotive service and sales curriculum for instructor led and virtual instructor led training programs delivered throughout the U.S., Canada, and Europe. He also conducts in-shop process consultations ... read more

What is Good Leadership?

Join Maylan Newton and the ESI Team as we take you through the steps to becoming a good leader while avoiding the pitfalls of the wrong moves. Trainer and Bio: Maylan Newton with ESI Maylan brings his knowledge, expertise and experience to every seminar he produces and presents, as well as every business he coaches and consults with. This knowledge base is pulled from real world experiences as an ASE Master Technician, Service Writer, Service Manager, General Manager, Coach and Consultant, and as a Temp Service Writer in hundreds of Automotive Repair Facilities across the country. As a preferred Instructor for organizations like ASCCA, ASA, ATRA, BIMRS Group, CARS and the Show Power Training expo’s, he understands today’s issues within the Automotive Industry. And through his accomplishments and accolades, he has earned the reputation for being the #1 Authority in Professional Sales and Business Management with many industry professionals. As Maylan shares his expe ... read more

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