GNYADA 2018-2019 Education Book

M A Y 2 0 1 9

UNCOVER THE SECRETS OF OUTSTANDING CUSTOMER SERVICE Taking ownership of your customer's experience

IMPROVE YOUR HIRING PROCESS Attract those who might be open to pursuing the right job opportunity

Wednesday, May 1, 2019

Tuesday, May 14, 2019

DATE

DATE

TIME 10:00am - 1:00pm InsTrucTor Kiki Orski, Peak Performance

TIME 10:00am - 1:00pm InsTrucTor Bill McAndrews, William D. McAndrews & Associates

MEMBEr FEE $120.00 non-MEMBEr $200.00

MEMBEr FEE $120.00 non-MEMBEr $200.00

Excellent service does not simply come from a friendly transaction—it is the result of truly understanding your customer’s expectations.

Hiring and retaining the best talent is tough. Learn to grow talent!

Having trouble hiring for that desired skill set? Can’t seem to draw in the type of talent you seek? Learn ways to position your dealership in the marketplace as a desired destination for top talent.

Learn skills and strategies to work effectively with all customers to create a positive impression and build lasting relationships. Participants will learn skills to uncover and understand customers’needs, communicate effectively and professionally, and diffuse potentially unproductive situations.

In this course, attendees will learn:

n Ways to optimize your employer value proposition

During this session, participants will learn to:

n How to create a culture where the best employees want to work n Steps for writing effective career pages and job descriptions n How to empower employees to act as great corporate ambassadors n Techniques to actively build and leverage your brand in the recruitment marketplace

n Differentiate your service to become a dealer of choice n Design standards to create consistent quality service n Understand the processes necessary to develop a culture that consistently delivers exceptional service n Recover effectively from a service failure and turn it into an opportunity to strengthen customer relationships

twenty2 c e n t e r f o r a u t o m o t i v e e d u c a t i o n & t r a i n i n g / w h i t e s t o n e , q u e e n s / g n y a d a . c o m / e d u c a t i o n