What You Will Learn

Dealerships today are losing one service customer every four calls due to call failure, hold time abandon, and poor call routing practices. This mastery program focuses on strategies to improve customer experience and service call quality.

  • Caller Experience

    Take a first impressions self-assessment of the experience a potential service customer has when trying to connect with your dealership. Reduce lost, dropped, & abandon calls.

  • Service Phone Skills

    Coach and train your staff to handle every service call with a customer-centric approach to understand customer needs and know what to say when the customer says "NO".

  • Process Management

    Build more effective processes for handling appointable service calls, a large volume of status update calls, CSI concerns, and more profitable appointment management.

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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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