AMI Course Catalog - Margie Seyfer

Attitude is Infectious

What you can expect from this course:

How to rev up your vocabulary to energize ourselves and our people.
An attitude assessment in 13 areas.
Fostering more than one point of view - Switching from negative to positive.
Recalling the traits of your best/worst boss. How would you rate yourself?
How to conduct activity based conflict resolution exercises which open communication.
Five tips for creating team spirit in an automotive business.
The under utilized power of the written thank you note.
Eight ways owners can create a workplace employees will never leave.

Margie Seyfer
6 credits; 3-hour course
Specialty: Both

Calming and Retaining Angry Demanding Customers

Everybody gets angry! It's a normal emotion. The way we handle customer complaints and outbursts of anger can make the difference between either losing or retaining the customer's business. This training provides an understanding of what triggers anger in customers and what customers really want when they are upset. Business specific real life scenarios give participants an opportunity to skill practice calming themselves and upset customers.

Your people will learn:

What causes customers/us to become angry
Why customer complaints should be encouraged
Their level of effectiveness through a "Personal Anger Attitude" survey
When a refund/restitution is justified
What it's like to be singled out, picked on and yelled at-Marshmallow activity
The seven things angry customers want from service providers
The very first thing to do when someone "blows up"
Six tips for maintaining control when under fire
Six steps to calming the angry customer
Strategies for managing the swearing customer
How to eliminate escalation to the third level of customer anger
Active listening-it's hard work but worth it
How to implement the feel/felt formula
To identify weak words that trigger anger
How to create empathy statements that calm
Why saying "I'm sorry" is required even when it is not your fault
Why it's important not to blame shift
Three forbidden phrases never to use with angry customers
Whether the customer is worth saving
Emotional first aid to help us quickly recover-8 ³get real² questions
Skill practicing elements of calming, implementing and providing resolutions
It's always about our attitude

Margie Seyfer
6 credits; 3-hour course
Specialty:

Lip Service - First Class Telephone Skills for Automotive Businesses

This course teaches the "WOW" factor by using the most important tool we have in our business...the telephone. Are we using it to drive customers to us or drive them away? Students will learn how to deliver a "knock your socks off" greeting, how to place callers on hold so they like it, words that sell and how to "infect an attitude" of extraordinary customer service in your business.

Approved for Credit Margie Seyfer
6 credits; 3-hour course
Specialty:

Lip Service - First Class Telephone Skills for Collision Businesses

Lip Service - First Class Telephone Skills for Automotive Parts Counter People

This course is designed for parts sales professionals who want to reduce the stress of a heavy call load, process calls so customers like it and how to better serve their customer...the independent repair shop. Words that sell and those that offend will be included plus how to manage multiple customers and priorities.

Approved for Credit Margie Seyfer
6 credits; 3-hour course
Specialty: Both

Selling from the Inside Out

Participants will learn how to sell service or parts based on customer personality styles. Exploration of the four widely diverse personality styles and understanding their needs will improve customer service and sales.

Approved for Credit Margie Seyfer
6 credits, 12 credits; 3-hour course, 6-hour course
Specialty: Both

Winning Women Customers

This course explores how to attract and sell to female customers. With 51% of the population being female, women are not a niche but a majority. Participants will have increased awareness of how to better communicate with women customers as well as create a more comfortable buying experience resulting in more referrals, loyalty and increased profits.

Approved for Credit Margie Seyfer
6 credits; 3-hour course, 6-hour course
Specialty: Both