Your customers don't remember what was wrong with their car. They remember how you made them feel. This program gives Service Advisors the tools, language, and frameworks to turn every interaction into a trust transaction - and every customer into a raving fan.

What's Covered:

• Week 1: Debrief & Commitment Activation

• Week 2: SitAware 360 in the Real World

• Week 3: Self-Awareness: The Mirror Report

• Week 4: The First Two Minutes

• Week 5: Translating Technical to Human

• Week 6: Delivering Difficult News

• Week 7: Active Listening: The Discipline

• Week 8: The Customer Journey Audit

• Week 9: Emotional Control Under Real Pressure

• Week 10: Persona Mastery Challenge

• Week 11: Leading the Standard

• Week 12: Forward Planning

Learning Outcomes:

By the end of the 12-week program, participants will be able to:

• Identify and adapt to any customer persona with confidence and speed

• Read the emotional layer beneath every customer conversation

• Communicate findings clearly, simply, and without jargon

• Deliver difficult news and handle objections without losing trust

• Regulate your own emotional responses and lead the temperature of every interaction

• Turn every touchpoint from arrival to follow-up into a trust-building moment

Note: Price includes a 4% merchant processing fee.