Greg Dewalt, education director for the Pennsylvania Recreation Vehicle and Camping Association, will speak during the RV Dealers Association (RVDA) Virtual Conference, November 9-20.
His session “Key Factors for the Successful Business Process”, scheduled for Tuesday, November 17 from 2:15 – 3 p.m., will look at how good people and good process leads to a successful product. While it is the human resource departments’ responsibility to find good people, the process is developed by the managers. Dewalt will offer a seven-step simple service system and examine it using the key elements of successful processes. He will also demonstrate how to apply the key elements to a process. The session will be recorded and available for on-demand access.
In his second session, “Building a Positive Customer Experience in Your Service Department”, Dewalt will provide simple ideas to enhance the customer’s service experience and build loyalty and referrals. Customer service and satisfaction is not enough to build lasting brand loyalty and today’s customers expect more. Dealerships must expand their ability to provide the best customer experience for today’s consumer. He will offer simple enhancements to the service process to promote and exceed customers’ expectations and provide the ultimate customer experience. Participates will learn about the customer experience and how to identify the difference between customer care and customer service as well as identify customer service elements within the service process. Attendees can access this session on-demand through January 31, 2021.
To register, visit the RVDA website.