1、1In line with the credentials of the four rings. The new Audi Corporate Design. ABPRH2BT The Audi service employee in the breakdown service 2You are familiar with the objectives of AUDI AG with respect to the Audi breakdown service. You are able to apply the correct procedures for every breakdown se

2、rvice callout. You are familiar with the requirements profile for the Audi breakdown service employee.You are able to respond to the customer and his needs.You improve your own skills as regards the breakdown service.Training course learning goals.3Objectives of AUDI AGWhat a breakdown means to the

3、customerCauses of a breakdownBreakdown service centreThe equipment used by the Audi breakdown service employeeThe Audi Mobility GuaranteeRights and obligationsSecuring the scene Continued on next page! .Contents4The ideal breakdown service employeeCourtesy rulesCommunicationPractical exercises - Tal

4、king to customersVehicle recoveryFinal test.Contents5Trainer Guide - Day 1TimeSubjectObjectiveMethodMedia 8.30- 9.00 e participants, brief introduction, ask about expectations Get to know participants, present seminar agenda, clarify participants expectations of course, define rules for groups and f

5、eedbackAgenda for the day on flipchart, presentation session, trainer / participants with respect to breakdown service.The participants expectations are collected on moderation cardsand hung up on view in the room. The trainer then asks what experience participants have already acquired and makes a

6、note of this on the flipchart.The preconditions for participation in this course are highlighted. Moderation cards, flipchart metaplan board 9.00- 10.00 What does a breakdown mean for the customer? The participants know the different breakdown situations. Participants are aware of their role, also f

7、rom a psychological perspective.Participants work out their answers in writing The trainer gives occasional tips for the situation concerned.Participants present their results in groups. All topics are then discussed in a plenary session. Highlight options for de-escalation!SPECIAL CUSTOMER; cross-b

8、order driver.Flipchart, overhead projector and laptop as extras 10.00- 10.30Coffee break 10.30- 11.00The Audi AG philosophy with respect to the Audi breakdown serviceParticipants are familiar with the Audi AG philosophy Presentation Overhead projector, regarding breakdown services laptopParticipants

9、 know that an on-the-spot repair has priority over vehicle recovery. 6Trainer Guide - Day 1TimeSubjectObjectiveMethodMedia 11.00- 11.30The most frequent causes of a breakdown Cluster participants experience. Afterwards, publications of AUDI AG and ADAC. Metaplan board, moderation cards flipchart 11.

10、30- 11.45Breakdown service centre Participants know the process when a customer contacts the breakdown service centre. (example from German market) Presentation Laptop overhead projector 11.45- 12.15Equipment used by Audi breakdown service employee The participants know the equipment carried in the

11、Service Mobile. The participants know the importance of the high-visibility protective clothing. The participants are familiar with the breakdown service folder. PresentationBreakdown service folder 12.15- 13.00Lunch break 13.00- 13.45Mobility Guarantee The participants are familiar with the Audi Mo

12、bility Guarantee. The participants know the definition of a breakdown. Presentation and exchange of experience (group work with reservation) Laptop overhead projector 13.45- 14.15Rights and obligations The participants know the statutory basics in their country, enabling them to act in a legally cor

13、rect manner in all breakdown service situations Presentation and exchange of experience Laptop overhead projector flipchart 14.15- 14.30Coffee break 14.30- 15.30Securing the scene Participants are familiar with the guidelines specified by law. Practical exercise followed by discussion session in a p

14、lenary session 15.30- 16.00Concluding session Summary of learning content and participant feedback Trainer input involving plenum. Mood barometer for Day 1, or card question.Of needed, metaplan board, moderation cards7Trainer Guide - Day 2Time SubjectObjectiveMethodMedia 8.30- 9.00 Reflection of Day

15、 1 Participants have the opportunity to clarify any questions or uncertainties that have arisen. FlashlightFlipchart with expectations from previous dayFlipchart with agenda 9.00- 9.30 The ideal breakdown service employee Participants know the requirements profile. As breakdown service employees, pa

16、rticipants can make a special contribution to the image of the Audi brand. Presentation Overhead projector and laptop 9.30- 10.00 Courtesy rules The participants know how to conduct themselves when dealing with customersMindmapMetaplan board andflipchartOverhead projector and laptop as extras 10.00-

17、 10.30 Coffee break 10.30- 11.15 Communications Participants know their own personal tool kit in the field of communication Participants know the language-related difficulties involved in breakdowns for tourists.Practical exercisesEach group deals with one issue from the case followed by discussion

18、in a plenary sessionFlipchart, overhead projector and laptop as extras 11.15- 12.15 Communications (questioning techniques) The participants know the different types of question. Participants know how to ask questions to achieve a result when talking to customers ClusteringFlipchart 8Trainer Guide -

19、 Day 2TimeSubjectObjectiveMethodMedia 12.15- 13.00 Lunch break 13.00- 13.20 Communications (active listening) The participants know the differences ways of listening. PresentationOverhead projector, laptop 13.20- 13.40 Communications (phases of a customer meeting) Participants are able to steer a cu

20、stomer Presentation Overhead projector, to the goal. laptop 13.40- 14.15 Practical exercise in communications Participants are able to put what they have learnt in the first two days into practice Role play - short and to the point 3 scenes, including feedback sessionVehicle:Q5 Service Mobile and an

21、other car chosen by the trainer 14.15- 14.30 Coffee break 14.30- 15.30 Vehicle recoveryParticipants know the different Presentation Overhead projector, emergency operations on Audi models Practical exercises on 3 different vehicles. laptop e.g. A8, A4, TT. Do not perform emergency operation of convertible hood! Part of