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

Training Duration: 10 course hours (1 day)
Instructors: Prof. Dr. Rıdvan Arslan / Lecturer Cafer Kaplan
Number of Participants: Minimum 20 participants
Training Fee: 5000 TRY per person
(For corporate participation: 10,000 TRY per hour for up to 20 participants)

Purpose of the Training

To ensure that individuals working or planning to work in service centers within the after-sales sector share a common understanding and approach regarding customer relations and customer satisfaction.

To instill a customer- and quality-oriented culture among service employees.

To enable participants to understand the key methods for achieving customer satisfaction and success in customer relations.

To emphasize the importance of the quality of service provided to the vehicle, highlighting that it is as significant as the vehicle’s own quality in total quality management.

Who Should Attend?

Those who are currently employed or plan to work in the automotive after-sales industry and aim to specialize in this field while contributing to their personal development goals.
(Sales representatives, service advisors, customer relations managers or staff, spare parts and supply employees, insurance experts, etc.)

Training Content

• The concept of service and service quality

• Personality structure and behavior types, personality test

• Strong personality traits

• Communication, communication levels, prejudices, and communication barriers

• Perception skills and levels of understanding

• Verbal, written, and non-verbal communication (Body Language)

• Speaking and listening techniques in service; using body language effectively

• Customer communication and process management

• The importance of the service sector and after-sales services

• Concepts of internal and external customers

• Customer expectations and criteria for meeting expectations

• Customer–service provider relationship

• Customer complaints and solution methods

• Relationship between expected and perceived quality

• Quality cost, quality improvement, and productivity relationship

• Corporate culture, brand identity, sense of belonging, and company family concepts

Important Information

• A certificate of participation will be issued only to those who attend 80% or more of the total training hours. Participants with less than 79% attendance will not receive any document.

• Certificates will be issued after institutional verification and sent via PTT Cargo to the address provided during registration. Please ensure your contact information is up to date.

• Participants can send all inquiries and issues to usem@uludag.edu.tr. Emails will be monitored in real time during the training period.

• Applications and payments are completed online. Please note that installments are not available for credit card payments.

• For corporate invoice payments, you may contact our Solution Center at +90 850 840 8543.

• Important: In case of withdrawal due to valid reasons after final registration, refund processes under the revolving fund management regulations may take approximately one month. Please consider this before confirming your registration.