Daily Agenda:
Day 1
- Introduction
- Service Department GAP Analysis
- Developing a Service Business Plan
- Financial Aspects of Service & Maintenance
- Departmentalization and Proper Measurements for Service
- Service & Maintenance Key Performance Measurements
- Financial Benchmarking in Service & Maintenance Departments
- Pricing Systems – Flat Rate, Time & Material, Maintenance Agreements
- Establishing Growth in Maintenance Agreements
- Establishing Growth in Commercial Maintenance
Day 2
- Service Department Operations
- Service Management Principles and Practices
- Customer Service Representatives- Role & Practices
- Dispatching Practices
- Software Options & Solutions
- Technician Production – Productivity Reports
- Facilities Inventory and Planning
- Supplier Relationships
- Vehicle Replenishment
- Service Vehicle Options – Outfitting
- Perfect Service Call
- Technician Debriefing System
- Hiring Service Department Personnel
- Testing Procedures for Technicians
- Role Descriptions for Service Department
- Performance Reviews and Tracking Systems for Service
- Compensation Practices
- Employee Contests, Rewards, and Development
Day 3
- Service Department Marketing - Residential
- Image
- Executing the Perfect Service Call Processes – Customer Service
- Yellow Pages
- Referral Processes
- Service Materials
- Advertising for Service
- Demand Leveling for Service
- Technician Lead Generation
- Service Technician Education / or Selling Processes
- Service Technician Accessories, Marketing Kit
- Service Department Marketing Commercial
- Maintenance Agreements
- Account Managers
- Marketing to Commercial Accounts
- Training for Service Personnel
