If you’re a Service Advisor ready to go from good to great,
this Advanced Masterclass is for you.
“Professional Certificate in Automotive management”
Major in Customer Experience
CIBA Letters after your name
to prove your expertise
This Advanced Masterclass is built for those who want to lead the Customer Experience and not just take part in it. If you’re serious about elevating your skills, driving satisfaction, and building lifelong loyalty with every interaction, this programme is your next step. Designed for ambitious professionals who know that great service isn’t accidental, it’s intentional, this is your opportunity to learn from the very best, transform how customers feel, and fast-track your career in the process.
This is the ONLY Officially Accredited Masterclass,
with CIBA professional letters after your name, and the Gold Lapel Pin for
the ultimate recognition In Customer Experience
In partnership with SAIC Motor Middle East FZE
Scholarship Programme
This Advanced Service Advisor Masterclass covering
Customer Experience is Running in
Dubai – 9/10/11 September 2025.
get the Specialist knowledge and tools you need
to deliver the results you want in 2025
This Advanced Masterclass is officially accredited, and you have the option to qualify for the CIBA letters after your name, and you also get the gold lapel pin to demonstrate your professional competence. This is the pinnacle masterclass in Customer Experience and is the the most powerful and valuable Professional Certification available for Service Advisors.
Global Business School of the Year
2022, 2023, and 2024
Here’s the basic overview of what you’ll be covering
in this unique masterclass
Revealing the latest discoveries needed for future success
in Customer Experience
- Understanding the financial information necessary for the Service Advisor role
- Understanding Service Advisor KPI – Which ones to use to guarantee success
- Understanding the 6 most important KPI that are critical for Aftersales success
- Understanding the relationships between KPI and how they’re linked together in performance (Very Important)
- Jeff Smith’s Laws of the Service Department together with the diagrams, Benchmarks and Baselines
- Understanding the principles of Utilisation, Efficiency and Productivity
- Understanding the efficiency of Technicians
- How to measure the skills of the Service Advisors
- Understanding and optimising Workshop Loading
- How do you know when your workshop is full
- Sales Revenue (Hours sold and the invoice value)
- Understanding Recovery Rate and how to improve it
- Understanding Work in Progress and how to reduce it
- Identifying the positive actions that can be taken to improve the KPI results
- Understanding the impact of discounting and how to reduce discounting
- How to prioritise your actions to gain the best results in the fastest possible time
- Understanding how “The Top Achievers” achieve their success with consistency
- Understanding the aftersales customer journey – from initial booking to follow up call – This is the foundation of all that follows
- How to create the booking in a way that suits your customer (Role Play)
- Identifying the additional sales opportunities with every booking (Role Play)
- Understanding the value of the pre-call to raise standards and manage customer expectations (Role Play)
- Learn how to uncover customer needs through effective communication: active listening, open and closed questions, tone of voice, and developing empathy.
- Learn how to optimise your customer experience by crafting a personalised experience
- Understand “First Impressions” and learn what is needed to make it positive
- Establish the best behaviours and the process to follow when checking customers into the business
- Learn how to identify upsell opportunities during the checking-in process
- Learn how to explain the job card to the customer in a way that the customer can understand and agree
- Appreciate the importance of setting out your communication plan with the customer, and sticking to it
- Understand the pricing strategy for the service and parts departments to ensure we create accurate estimates
- Understand how to communicate to the customer in a way that inspires the customer to get additional, important, safety related work completed (Role Play)
- Understand and utilise the (Situation- Impact- Desired Outcome) S.I.D. feedback model to customers to enhance sales conversion rates (Role Play)
- Learn how to overcome objections and customer concerns, improving sales performance and customer satisfaction (Role Play)
- Learn how to explain estimates and invoices to customers in a transparent way, and in a way that the customer will understand and agree
- Learn the value of “doing something for nothing” on the invoice
- How to use the diary system to make additional future bookings and building future pipeline, secure loyalty to your brand, and growth
- Improving customer loyalty by eliminating customer susceptibility to recency marketing
- Understand the value of the “VIP Appointment” for your customer to increase customer loyalty (Role Play)
As you can see, there’s a huge amount of information to cover here and to assist you with some accelerated learning, this Advanced Service Advisor Masterclass is designed around practical techniques and templates, real-life case studies where we give you time to practise what you learn.
The objective here is simple…
it’s all about boosting your business performance,
and accelerating your career
make sure you’re not the one who gets left behind
who should attend this Advanced Service Advisor masterclass?
The programme is designed for people who want to make a real difference, make more profit, and accelerate their career. You’ll gain more confidence on financial information, you’ll gain more confidence on KPI, and you’ll gain more confidence to develop best practice and operational performance improvement in Customer Experience.
If you understand most of your KPI and financial information, but maybe have a few doubts about certain terminology or KPI, and you want to learn how to be the master of it all, then this masterclass is for you.
This masterclass is highly recommended for:
- Senior Service Advisors who want a fast-track to a role in Aftersales Management and Professional Qualifications in Automotive Management
- Existing Service Advisors with all levels of experience from beginner to veteran
- Aspiring Service Advisors who want the right training for a properly structured career path
What are the dates?
The programme duration is 3 days.
This masterclass is running in Dubai 9/10/11 September 2025
What is the timing?
We begin at 09:00 and finish around 16:30, or later if you have the energy to continue. We are flexible with timing to facilitate the best possible learning experience so you get the very most out of the Masterclass.
Where is the Venue for this Advanced Masterclass?
Befitting of it’s immense value for Service Advisors, this prestigious Masterclass is being run in the 5 Star, Kempinski Hotel, Mall of the Emirates Dubai.
PRICING
MG Middle East is proudly offering an exclusive
50% scholarship for 2 people per dealership
This is a rare opportunity to secure your place,
to stand out, and to stay ahead
Advanced Masterclass
THE FULL 3-DAY MASTERCLASS
in Customer Experience
Without a Scholarship From MG
You receive all the learnings of the masterclass, and you also receive a "Certificate of Completion" To Prove Your Attendance
-
The Full 3-Day Advanced Masterclass Covering The Relevant Aspects of Finance, KPI, and Customer Experience with 1-2-1 Assistance Whenever You Need It
-
Masterclass Workbook Containing All The Valuable Information Written for Your Easy Future Reference, Together With KPI Performance Drivers, Benchmarks, Baselines and Ideas on How To Improve the Customer Experience
-
"Certificate of Completion" with Embossed Red Seal of Authenticity, signed by two IBA Ambassadors from the Board of Education
-
Digital Photograph of You Being Presented With Your Certificate of Completion to Share on Social Media
50% Scholarship from MG
9/10/11 September 2025
£1,500 per person
£1500 per person
Advanced Masterclass
THE FULL 3-DAY MASTERCLASS
in Customer Experience with
50% SCHOLARSHIP FROM MG
You receive all the learnings of the masterclass, and you also receive a "Certificate of Completion" To Prove Your Attendance
-
The Full 3-Day Advanced Masterclass Covering The Relevant Aspects of Finance, KPI, and Customer Experience with 1-2-1 Assistance Whenever You Need It
-
Masterclass Workbook Containing All The Valuable Information Written for Your Easy Future Reference, Together With KPI Performance Drivers, Benchmarks, Baselines and Ideas on How To Improve the Customer Experience
-
"Certificate of Completion" with Embossed Red Seal of Authenticity, signed by two IBA Ambassadors from the Board of Education
-
Digital Photograph of You Being Presented With Your Certificate of Completion to Share on Social Media
50% Scholarship from MG
9/10/11 September 2025
£750 per person
£750 per person
MG Middle East
Professional Certification
Upgrade Your Masterclass Experience
With A Professional Certification
A Lifelong Mark of Excellence
Accelerate your career path with the Professional Certification in Automotive Management, and CIBA letters after your name.
-
One single £175 fee - One powerful upgrade - Because excellence deserves to be recognised
-
Professional Certification With Embossed Gold Seal
-
Post-nominal CIBA Letters After Your Name to Enhance Your Status and Your Credibility in Customer Experience
-
CIBA Lapel Pin to Wear and Showcase Your skills in Customer Experience
-
Digital Photograph of You Being Presented With Your Professional Certification and CIBA Lapel Pin to Share on Social Media
-
The credits you earn with this Professional Certification carry forward with you for a Professional Qualification in Automotive Management to advance your career in Aftersales Management
£975 Per Person
£925 per person
Upgrade
Use these payment buttons to Book your seat
This is your chance to turn Your skill into status
and be recognised for it
The Professional Certification in automotive management
Major in Customer Experience
