Automotive Service Training
Our Aftersales Training modules cover a wide breadth of learning for all customer facing people.
Throughout the Aftersales customer journey, there are several key communication trust points where advisors have a direct impact on the overall customer experience.
Your people are at the heart of your business, and ensuring they are properly trained, coached, and supported to handle these various touchpoints should be a top priority. By empowering your team with the right skills and guidance, you create a more positive and seamless experience for your customers, strengthening their trust and loyalty to your brand.
At Martec, we’ve developed a tailored learning formula designed specifically for all Aftersales professionals. Our training and coaching modules are crafted to enhance skills, improve behaviours, and boost confidence across the board.
Customers expect a simple, seamless, and frictionless experience, and it’s our responsibility to meet that expectation. Our formula addresses every communication trust point, whether the interaction is online, on the phone, or face-to-face, ensuring consistent and exceptional service at all stages.
At the core of this process are the Aftersales and Service Managers. To support them in leading their teams to success, we’ve created a dedicated module that focuses on how to be the best coach—empowering managers to bring out the best in their teams and drive improved performance.
Here are the trust points that will help your teams and we will weave these into your process:
Managing Service Performance™ (TECHS)
More detail on our Automotive Management Training page
Improving Service Performance™
1. (GREETS) – being the best at handling inbound service bookings
2. (IDEAS) – being the best at making an effective pre call
3. (GEAR) – providing a professional warm and friendly arrival experience
Improving Effective Video™
4. (CLIP) – giving all technicians the learning on how to be the best on camera
Improving Technical Update Performance™
5. (SECURE) – making a simple and effective call ‘on the day’, weaving in video, positive news, 0% offering and handling objections along the way
6. (READY) – your car is ready, linking into point 5
7. (REACH) – car is ready and we are ready for you
8. (REAL) – thank you for your service (24-48 hours) after the work
Improving Amber Performance™
9. (AMBER) – helping the customer with their deferred bookings and making the call at the right time, with the right information
Improving Service Performance™
10. (GREETS) – making an effective outbound call to rebook your customers into your service department
On top of the trust points of learning, we have a number of other training modules that can help with various other skills or requirements in your business.
How good are your teams when dealing with objections, tricky and hesitant moments? We have a module called Improving Customer Confidence™ that can specifically help with that
How good are your teams at positioning and promoting service plans? We can help with that, with our Improving Service Plan Performance™ learning
Do you have a contact centre and require specific training? Our proven Improving Contact Centre Performance™ will help agents/advisors with their skills
How good are your Parts team at handling customer interactions, whether on the phone or face to face? We can help with that, our Improving Parts Performance™ module will deliver the right skills to your people
I believe we generally follow the right track here but good to have re focus on best process and selling technique.
Find the right services for your needs
Talk with an Automotive Service Training specialist
Contact our team today to find out more.