Management Consultant Theresa Syer will present workshops at the upcoming RV Dealers Convention/Expo, held in Fairfax, on November 12 and November 13. Syer, from Syer Hospitality Group, is known for helping dealerships transform from product-centric to customer-centric businesses.
On Nov. 12 at 9:30 a.m., Syer will lead “Cruise Control: Steering Your RV Service Recovery” as part of the Dealer/GM education track. This workshop will introduce a “powerful” 5-step service recovery process aimed at empowering dealerships to address customer concerns head-on.
The session will equip participants with practical tools and essential skills, enabling them to handle everything from “simple complaints to complex scenarios.” The learning objectives include identifying customer expectations during service disruptions, navigating and defusing upset customers, and implementing a service recovery process to restore customer satisfaction.
On November 12 at 2:00 p.m., Syer will present “Elevating Experiential Leadership: Exploring Emotional Intelligence Essentials,” also in the Dealer/GM education track. This workshop will delve into the fundamentals of emotional intelligence (EI) and its relevance to leadership within the dealership context.
Participants will explore the potential impact of EI on communication, conflict resolution, and decision-making, paving the way for improved customer and employee engagement. The session will also introduce techniques to enhance EI skills, focusing on self-awareness and relationship management.
According to a press release, the RV Dealers Convention/Expo provides a platform for North America’s top dealership personnel to connect with peers, industry leaders, and potential business partners. Attendees can expand their networks and gain insights from experts in the RV industry.
The dealer-organized RVDA Convention offers an in-depth look at the current sales landscape. It provides valuable resources to optimize all dealership departments, including fixed operations.
The event is sponsored by RVDA of the U.S., RVDA of Canada, and the Mike Molino RV Learning Center.
For more information about the 2024 RV Dealers Convention/Expo, visit rvda.org/convention.
