What You Will Learn

A dealership's service department meets more customers than sales and can turn over more leads than any marketing campaign can. For years, an increasingly competitive automotive landscape and shrinking margins have caused dealers to rapidly innovate the showroom experience. And now, more attention than ever is being given to customer experience in the service drive. As we prepare for more of a shift in focus to fixed operations, prepare yourself and your teams to effectively deliver on your service initiatives.

  • Capacity Management

    Create & execute a service campaign strategy with new processes for prioritizing outreach and follow-up activities that fill your schedule with the work you need.

  • CX Management

    Lead your team in providing a consistent, remarkable customer experience at every touchpoint, including new tactics for addressing status updates and CSI concerns.

  • Performance Management

    Learn the performance KPIs your BDC and service writer team should be held accountable to and the incentives that drive the goals of the dealership.

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Meet Your Trainers

Instructor Bio:

Mike Overy, Managing Partner of Proactive Dealer Solutions, has been inspiring management teams in the automotive industry for over 30 years. Mike has become one of the most respected names in the automotive industry and a highly sought after automotive industry speaker with endorsements by manufacturers, automotive associations, and automotive groups.

Mike Overy

Managing Partner


"Everyone in my store has been certified in the program including, and most importantly, all my managers. Our team better understands lead and process management and how to measure our success better than ever before.” ~ PAT PRESTON, DEALER PRINCIPAL, PRESTON SUPERSTORE

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