Service Management and Quality Training Program for Managers and Manager Candidates in the Automotive After-Sales Sector

Training Duration: 10 Course Hours (1 Day)
Instructors: Prof. Dr. Rıdvan Arslan / Lecturer Cafer Kaplan
Number of Participants: Minimum 20
Training Fee: 5,000 TRY per person
(For corporate participation: 10,000 TRY/hour for up to 20 participants)

Purpose of the Training

This training aims to ensure that all management levels—from top service executives to service employees—develop a comprehensive understanding of total quality and service quality concepts.

The program focuses on disseminating quality and total quality culture within the service organization, supporting the institutionalization process, strengthening the company’s corporate image, ensuring customer satisfaction and growth, increasing competitiveness, and developing better supplier relationships.

Who Should Attend?

Those currently working or aiming to work in managerial positions within the automotive after-sales sector, including:

• First-line managers and senior executives

• Potential managerial candidates and professionals seeking to build a management career

• Staff and leaders from vehicle service centers, spare parts and supply companies, insurance and expertise firms, and other support services related to automotive after-sales operations.

This program is ideal for anyone seeking to advance their career in automotive service management.

Training Content

• Service quality, behavioral quality, and technical quality

• Personality structure and behavioral types; personality test

• Strong personality traits (leadership and managerial skills)

• Communication, communication levels, biases, and communication barriers

• Perceptual skills and levels of understanding

• Verbal, written, and non-verbal communication (body language)

• Speaking and listening techniques in service environments and effective body language use

• Customer communication and process management

• Employee satisfaction–quality relationship; internal and external customer concepts

• Relationship between expected and perceived quality

• Importance of the service sector and after-sales services

• The service sector’s interconnection with other industries

• Total Quality, Customer Satisfaction, and Profitability relationship

• Concepts of benefit and value; benefit and value analysis

• Methods for measuring service quality (customer satisfaction)

• Relationship among quality cost, quality improvement, efficiency, and profitability

• Service management and organizational structures; defining vision and mission

• Service standards and regulations

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

• Motivation and productivity relationship