Service Behavior and Quality Training Program for Automotive After-Sales Sector Employees

• Training Method: Face-to-face
• Duration: 10 class hours (1 day)
• Instructor: Prof. Dr. Rıdvan Arslan / Instructor Cafer Kaplan
• Training Date: Will be scheduled when enough preliminary applications are received.
• Number of Participants: Minimum 20 people
• Fee: 5000 TL / person (For corporate participation, maximum 20 people: 10,000 TL / hour)

To enable individuals working or to work in after-sales service sectors to have a shared understanding and approach regarding customer relations and customer satisfaction. To instill a culture of customer focus and quality for those working in service. To understand ways to succeed in customer relations and ensure customer satisfaction. To grasp the importance of service quality in relation to total quality and the significance of the service provided to the vehicle as much as the quality of the vehicle itself.

• Concept of service and service quality
• Personality structure and behavior patterns, Personality Test
• Strong personality traits
• Communication, levels of communication, prejudices, communication barriers
• Perception ability, levels of understanding
• Verbal, Written, and Non-verbal Communication (Body Language)
• Methods of using body language in speaking and listening at service
• Communication with customers and process management
• Importance of the service sector and after-sales service
• Internal customer / External customer concepts
• Customer expectations and fulfillment criteria
• Customer – Service relationship
• Customer complaints and resolution methods
• Relationship between expected and perceived quality
• Quality Cost, Quality Improvement, and Efficiency Relationship
• Corporate Culture, Brand, Sense of Belonging, and Company Family concepts

• Certificates will be issued to participants attending 80% or more of the total training. Participants with 79% or less attendance will not receive any document.
• After completion of the training, certificates will be issued after institutional checks and sent to the addresses provided at registration via PTT Cargo. Your address and contact information must be up-to-date.
• Participants can write any questions or issues to usem@uludag.edu.tr. Emails will be monitored in real-time during the training.
• The training fee does not include tea, coffee, and coffee break services.
• Applications and payment of training fees are carried out online. Installment payments are not available for credit card payments.
• For corporate invoice payments, you can contact our solution center at 0850 840 8543.
• Note: In cases where registered participants cannot attend the training for valid reasons and need to cancel, due to internal correspondence processes from the revolving fund regulations, refunds may take approximately 1 month. Please consider this before final registration.