The RV Dealers Association (RVDA) announced management consultant Theresa Syer of Syer Hospitality Group will help dealers who want to earn a reputation for service excellence at their business during a pair of workshops at the 2024 RV Dealers Convention/Expo.
Syer’s strategies and methodologies have helped hundreds of clients including many RV, marine, and automotive dealerships transform product-centric businesses to that of customer-centric.
Nov. 12, at 9:30 a.m., Syer will host “Cruise Control: Steering Your RV Service Recovery” as part of the dealer/GM education track. In this session, Syer will share a powerful five-step service recovery process designed to empower dealerships in addressing customer concerns head-on. Equipped with practical tools and essential skills, teams will gain the confidence to adeptly address everything from simple complaints to more complex scenarios.
Learning objectives for this session:
- Identify customer expectations during service disruptions
- Navigate and defuse upset customers
- A service recovery process for addressing customer concerns and restoring satisfaction after service disruptions
Nov. 13, at 2:00 p.m., Syer will cover “Elevating Experiential Leadership: Exploring Emotional Intelligence Essentials,” also in the dealer/GM education track. Her enlightening overview will ignite curiosity and set the stage for further exploration into emotional intelligence (EI)’s impact on dealership success.
Learning objectives for this session:
- The fundamentals of EI and its relevance to leadership within the dealership context
- The potential impact of EI strategies on communication, conflict resolution, and decision-making in dealership environments, laying the groundwork for improved customer and employee engagement
- Introductory techniques to begin enhancing EI skills, focusing on areas such as self-awareness and relationship management
To register for the 2024 RV Dealers Convention/Expo click here. Regular updates will be posted on the convention website, Instagram, LinkedIn, and X.
The event is sponsored by RVDA of the U.S., RVDA of Canada, and the Mike Molino RV Learning Center. Companies interested in partnership, sponsorship, exhibiting and Vendor Training +Plus opportunities can contact Julie Newhouse at (703) 364-5518 or email jnewhouse@rvda.org.