Devon: Leadership & Quality Management and Customer Excellence & Reception Management

£746 +VAT

Two-day course programme:

Day one: Effective Leadership & Quality Management

• The qualities of an effective leader and how to develop and improve personal actions

• The difference between leading and managing

• Looking at personal and team leadership

• Developing your team goals based on the business vision and sharing these with your team

• Motivating staff by understanding their drivers

• Challenging difficult behaviours

• Coaching your team effectively

• Looking at various quality management systems

• Recognising the value of total quality systems

• The Toyota production way

• The theory behind Kaizen-5S

• Applying Kaizen 5S in your garage business

• Increasing the overall efficiency of the workshop.

Day two: Customer Excellence & Reception ManagementPerception of customer excellence

• People buy people
• Measuring customer service
• The customer service journey
• The importance and effectiveness of positive body language
• Customer care on the telephone
• Build your customer brand,  fill gaps in service and develop
• Following  clear techniques to help manage difficult customer issues effectively,  and further techniques for avoiding them in the first place
• Exploring service reception best practices.

Lunch and refreshments provided | Limited spaces | £689.99+VAT

Places will be limited due to the Covid restrictions. If you  would like to reserve a place, please complete the attached registration  form. Information and invoices will be sent out approximately 4 weeks  before the commencement of each course. I look forward to welcoming both  existing and new delegates.

We are still in uncertain times, so if you are arranging  travel and accommodation (although early at this stage) make sure it is  all fully refundable as dates or venues could change, although I am  hopeful all planned dates will go ahead. You can also book through LKQ  Euro Car Parts’ Auto Education Academy or with the Alliance Automotive  Group through GROUPAUTO.