Text Box: Training Program 2012

Non Technical Training / Qualification Training

Text Box: Text Box:

Code : V0033F

Participants :

Service advisors

Contents :

· Reasons for complaints, opportunities and risks.

· Methods for handling objections and de-escalation of critical discussions.

· Special features of and techniques for customer discussions on the telephone.

· Organization and optimization of customer processes.

· Fundamentals of workshop and service administration.

· Customer-oriented and tamperproof warranty and goodwill processing.



5 Days.


Participants should have attended successfully Module 1 and Module 2 of CSA training.



Subject :

CSA Training, Module 3: Service Organization and Discussion Techniques