This one-day course is great for service managers, service administrators, service sales and service advisors, or your up-and-coming “rising stars” who need a better understanding of financial concepts to be promoted into service department management roles. This includes a basic introduction to service department business financials and shows how everyday decisions have an impact on the dealerships bottom line. After attending this class, participants will understand the value of a technicians hour of labor, the importance of proper work order documentation, and time management. It will also improve the customer experience by teaching interpersonal and communication skills. The objective is to provide training and tools to help service personnel better manage their time and maximize sales while delivering excellent customer experience. Main Topics: Customer Service Departmental Profitability Value-Added Parts Sales Phone Skills Time Management Conflict Resolution This one-day course will be hosted VIRTUALLY! Please add all the registered student’s email addresses when registering so students can receive the training event invites, event access, and any training materials. Please be honest and register all students who will be attending the training. This training is prohibited from being used in a group setting to train unregistered students. This course uses BREAKOUT ROOMS for Group Exercises. We recommend that each student has their own laptop to train.