Training Information
- Training Method: Face-to-face
- Training Duration: 10 course hours (1 day)
- Trainer: Prof. Dr. Rıdvan Arslan - Instructor Cafer Kaplan
- Training Date: Will be scheduled once sufficient pre-registrations are reached.
- Number of Participants: Minimum 20 people
- Training Fee: 5,000 TL including 10% VAT (For corporate participation, maximum 20 people: 10,000 TL/hour)
Who Should Attend?
Those working in post-sales stakeholders of the automotive sector, from first-level managers to top-level executives, potential managerial candidates, or those whose career goals involve management positions. Candidates aiming for managerial careers in vehicle maintenance services, spare parts-supply companies, insurance-expertise services, and other supporting businesses in the automotive post-sales service sector.
Training Objective
This training aims to ensure that the concepts of total quality and service quality are understood by all management levels, from top service management to all service staff. To spread the understanding of quality, service quality, and total quality within the service, strengthen service institutionalization, enhance the organization's image, ensure customer satisfaction, increase customer base, improve competitiveness, and develop better supplier relationships.
Training Content
- Service quality, behavioral quality, and technical quality
- Personality traits and behavior patterns, personality test
- Strong personality traits (Management/Leadership skills)
- Communication, communication levels, biases, communication barriers
- Perception ability, comprehension levels
- Verbal, Written, and Nonverbal Communication (Body Language)
- Methods of using body language with speaking and listening techniques in service
- Customer communication and process management
- Employee satisfaction-quality relationship, Internal Customer/External Customer concepts
- Relationship between expected and perceived quality
- Importance of the service sector and post-sales services
- Relationship of the service sector with other sectors
- Total Quality, Customer Satisfaction/Profitability relationship
- Benefit and Value concepts, Benefit and Value analysis
- Methods of measuring service quality (customer satisfaction)
- Quality cost, Quality improvement, Efficiency, Profitability relationship
- Service Management, Organizational structures, Vision/Mission
- Service Standards and Regulations
- Corporate Culture, Brand, sense of belonging, and company family concepts
- Motivation-Efficiency relationship
Important Information
- Certificates are issued for participants who attend 80% or more of the total training duration. No certificate will be issued for 79% or less attendance.
- After completion of the training, certificates will be prepared following our institutional checks and sent via PTT Cargo to the address provided during registration. Please ensure your address and contact information are up to date.
- Participants can send all questions or concerns to usem@uludag.edu.tr. Emails will be monitored during the training.
- Training registration and payment are done online. Installment payments are not available for credit cards.
- For corporate invoice payments, please contact our support center at 0850 840 8543.
Attention: Refunds due to cancellation after confirmed registration may take approximately 1 month due to internal processes of the revolving fund management regulation. Please consider this before confirming registration.