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 worldwide and served as the Special Advisor to the President of Kia Motors Adria Group. His spare time is spent fishing, skiing, and ice climbing. Greg holds an undergraduate degree in Automotive Technology and an MBA in Organizational Sustainability.

Location: Western Colorado Community College, 2508 Blichmann Ave, Grand Junction, CO 81505 Room 171 Building B

Time: 6:00pm-9:00pm


  • General Admission - $150 for up to 3 people

  • ASA or Carquest Member - $75 for up to 3 people

  • Both ASA & Carquest Member - $50 for up to 3 people

Affiliation: ASA Colorado Professional Development Series, Service Sales Academy

Details: Dinner at 6pm, Program starts at 6:30pm

Register: Online or 303-202-5231

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