Fri Jun 9, 2017
Fairfax, Virginia - Valerie Ziebron, an expert trainer in the parts and service sector with a specialty in family owned enterprises, will deliver three workshops at the RV Dealers International Convention/Expo in Las Vegas for fixed operations professionals. She started in the automotive industry, but demand for her expertise has led her to expand into the RV and marine industries as well as the technology and retail sectors. Ziebron says her mantra is “educate, motivate and entertain,” and believes in creating a comfortable and engaging learning environment that focuses on real world solutions.
Ziebron’s "Turning Customers from Upset to Loyal," workshop starts at 10:15 a.m. on Wednesday, Nov. 8 in the service and parts tracks and will focus on tried and true ways to resolve conflict with customers and co-workers, with technology tips for text, e-mail and phone resolution, and five keys to turning upset customers into loyal dealership advocates. 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 every member of your team is trained in the proper way to resolve customer conflict – and why it is so vitally important, according to an RVDA press release. 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.
Then on Thursday, Ziebron’s service track workshops double-header will begin with “Lessons from the Master Service Advisor,” at 9 a.m. Key takeaways include 10 things that should be on every work order, write-up evaluation/coaching tool, and 10 tools of the master service advisor. Next, at 10:15 a.m., she will present “Upper Management’s Role in Service Success,” a look at metrics managers should be keeping an eye on – and how to quickly and easily do it, and assessing easy-to-apply principles that have worked for other dealerships.
The convention is sponsored by RVDA–The National RV Dealers Association, RVDA of Canada and the Mike Molino RV Learning Center and each year the Convention Committee focuses on featuring expert presenters like Valerie Ziebron to keep the content relevant and fresh for dealers.
The convention will also feature an expo of the RV industry’s top companies offering products and services to help dealers improve profitability. Companies interested in partnership and sponsorship opportunities and exhibitor information can contact Julie Newhouse at 703-364-5518 or send an e-mail to email@example.com.
Visit www.rvda.org/convention for regular updates as the convention approaches. You can also get convention updates on LinkedIn, Twitter and Facebook.