1. SRC Consulting Service Retention Coaching “Customer Satisfaction Driven” Today’s Training For Tomorrow’s Future Your Coach/Trainer: Steve Chapman

2. How Did I Get Here? With thirty plus years in the Automotive Business, and participating in many Training Programs, I saw a need for change in the teaching methods. SRC Consulting was created to meet the growing demand for an In-House Training Program,(group or one on one) that would be convenient and cost effective.

3. What I Bring To SRC The last 20 years in Service Management Hands on Service Adviser, Warranty and Assistant Management experience Received seven Service Excellent Awards (with a team effort) Giving back the experience and knowledge to a business I enjoy and made a career of.

4. Today’s Situation Most training is off-site ( high cost of travel ) or Web based. There is no measurement of the training value, only the cost. Most of what has been learned, is either forgotten, or never put into practice.

5. Goals and Objectives Improve Employee Self Esteem Improve Employee Satisfaction Improve Customer Satisfaction By working together on these three area’s I will help you build a stronger and more successful business - now and for the future.

6. Training Modules Meet And Greet The Customer Service Write Up Customer Retention Phone Skills Problem Solving Team Building Building Self Esteem New Hire Training And Support

7. What I Offer On-site Pre-evaluation of your training needs A designed training program with short modules to meet specific learning requirements The ability to allow more employees to participate in the program with less work interruption No lost travel time, cost saving, convenient, and at your place of business. A trainer that works in town, with you and your managers, to support your goals

8. Training Agreement A complete review of the training material will be presented to you for your approval prior to the start date A cost of the program and a list of participants will be included with the agreement. The start and completion dates will be finalized.

9. Contact Information Steve Chapman schapman@src-consulting.ca www.src-consulting.ca (403) 795-1664