Service Education Workshops

Workshops in the Service track focus on ways to boost sales and increase efficiency in the dealership parts department. Attendees are eligible to earn continuing education units (CEUs) for their participation in applicable Vendor Training +Plus sessions and the RV Learning Center's educational workshops. 

Workshop and speaker info will be updated as sessions are confirmed - check back regularly! 

WEDNESDAY, NOVEMBER 8

Turning Customers from Upset to Loyal

Wednesday, November 8
10:15 - 11:15 a.m.


Valerie Ziebron
VRZ Consulting

How does your team handle upset customers? Chances are some do better than others, but as the saying goes: ‘You are only as strong as your weakest link!’ It is critical that we train every member of our team in the proper way to resolve customer conflict – and why it is so vitally important. Statistically, customers are more loyal to businesses where their issues are resolved well. This doesn’t mean giving the customer everything for free – in fact that can do more danger. Using good communication skills are key but it can be a challenge when tempers are flaring. This workshop will provide management with easy training tools that are effective for resolving conflict with customers. All of the material covered in this workshop is also useful in resolving internal dealership conflict as well. 

During this workshop, attendees will learn:
  • Tried and true ways to resolve conflict with customers and co-workers
  • Ways to not take conflict personally 
  • Technology tips for text, e-mail and phone resolution 

Hawaiian Shirt Day is Not the Answer: Discover the Intrinsic Motivators that Drive Employee Success

Wednesday, November 8
2:00 - 3:00 p.m.


Carletta Clyatt
The Omnia Group, Inc.

Yawns, shrugs, blank stares, a perpetual “case of the Mondays”… are these the things you see when interacting with your team? If so, whatever you’ve been doing to motivate them isn’t working. Change your tactics. And before anyone convinces you that Hawaiian shirt Friday or crazy sock Tuesday is the answer, let’s discuss what really motivates and engages people. 

We know that relating to your employees goes a long way towards building and sustaining a productive, engaged team. Once you understand people, you can successfully motivate them at an individual level and improve the overall climate of their work environment. Being able to tap into the intrinsic hot buttons, and avoid the cold buttons, of your staff can be your greatest secret weapon as a manager.

During this workshop, attendees will learn:
  • Learn to master the art and science of employee motivation
  • Discover ways to keep work fun, rewarding and meaningful
  • Gain tips and tools to get the most from your team every day

THURSDAY, NOVEMBER 9

Lessons from the Master Service Advisor

Thursday, November 9
9:00 - 10:00 a.m.


Valerie Ziebron
VRZ Consulting

The service advisor position has a lot riding on it: customer loyalty, shop efficiency and so much more. The best advisors know how to support the challenges of the job with efficient processes, strong communication skills and relationship building with both their customers and their internal team. This workshop will look at what lessons can be learned by top master advisors and applied to shops of all sizes. Specifically, the master advisor's mindset, tools and habits are all things that can be modeled to improve CSI, profitability and job enjoyment in your dealership.

During this workshop, attendees will learn:
  • Ten things that should be on every work order
  • Write-up evaluation/coaching tool
  • Ten tools of the master service advisor

Upper Management's Role in Service Success

Thursday, November 9
10:15 - 11:15 a.m.


Valerie Ziebron
VRZ Consulting

Are you setting your service department up for success? Upper management doesn’t need to know the first thing about spinning a wrench to have an efficient shop that grows customer loyalty and dealership profitability. A well-run shop is an incredible competitive advantage for a dealership. This workshop will share practical, easy to apply tips that don’t require much upper management time to get your shop more profitable and proactive.

During this workshop, attendees will learn:
  • Key differences between sales and service that are vital for upper management to understand 
  • Eeasy-to-apply principals that have worked for other dealerships
  • What metrics upper management should be keeping an eye on – and how to quickly and easily do it! 

Do You Have Order Takers or Sales People in Your Parts and Service Departments?

Thursday, November 9
3:15 - 4:15 p.m.


George Dans
The George Dans Group

Every customer who brings in his RV or comes into the service or parts department is an opportunity to up sell while at your dealership. Why not train your staff to up sell and develop their professional selling skills so they have the best opportunity to increase sales and service so that each of your departments can be more profitable. You need salespeople, not order takers. In this high energy workshop, George will show dealers five basic selling skills that you can take back to your dealership and improve your service and part's business immediately!

During this workshop, attendees will learn:
  • 5 of the easiest basic selling skills to bring back and use
  • Why you need to track and forecast everyone's performance
  • How to get your service and parts team to work together and improve proficiency!

FRIDAY, NOVEMBER 10