Service Writing Workshop | Live-Online

Click on the Agenda tab above to learn more about how this action-packed 4-day workshop will look in a live-online format. You’ll want to clear your calendar that week, and we recommend you find a quiet place outside the dealership to give it 100% of your attention. If you thought the in-person experience was fast-paced, you won’t want to miss live-online!

Arm key service personnel with the confidence and skills to improve scheduling, information flow, and selling processes.

The strength of your service writing directly determines the health of your entire service department. NCM’s Service Writing workshop helps your service department get in shape, giving you the processes, systems, and tools for powerful stability and profitability.

  • How to improve communication with customers and departments with a proven, easy-to-follow service system that includes flowchart processes and information flow
  • How to make the most effective use of technicians’ time for sales deliveries, repairs, and emergencies with an adaptable and  streamlined scheduling system
  • How to realize peak performance and make the right decisions from a clearly-defined set of service writing tasks
  • How to sell service with a proven five-step selling process designed for a service department, including the dos and don’ts of each stage
  • How to increase profits by understanding the difference between productivity and Collect-able™ Efficiency, and how to measure and manage both
  • Learn how to understand the complexities of a well-managed service department, and how they affect the overall bottom line of the dealership

Click the Agenda link at the top of this page to learn more about the course content.

LIVE-ONLINE MATERIALS SHIPPING: All participant materials will be shipped to the address provided upon registration at no additional cost if registration is received at least 12 calendar days prior to the beginning of Session 1. Clients who register fewer than 12 days prior to the first day of training will be charged up to $95 additional per participant for expedited materials shipping; surcharge varies depending on timeframe and client location in U.S. or Canada, typically $30 to $50 per participant.


This fast-paced, highly-interactive workshop is delivered over four days via multiple live-online Zoom sessions with several breaks per day.

Here is a closer look at the program.

Please watch for your confirmation email and refer to the Live-Online learning path for more details on the pre-work.

Estimating & Check-In: The key processes for estimating work and checking in service units

  • Estimating process
  • Unit check-in process
  • Service walk-around process
  • Proven five-step process for selling service
  • Flowcharts for estimating and check-in
  • Menu pricing guidelines

Scheduling: The processes and tools needed for an adaptable and high-performing scheduling system

  • The Service Control Center
  • The service appointment process, and the key dos and don’ts
  • Daily service scheduling system
  • How to plan for and schedule sales department deliveries

Information Flow: Concrete processes and flowcharts for designing and managing the flow of information in service

  • Repair orders
  • Daily time tickets
  • Special order parts
  • Customer notification
  • Productivity reports
  • Delivery Request Packet (for sales department units)
  • Warranty claims register
  • Sublet administration

Profit Planning: How to determine what labor rate is needed to make your service department profitable, and understanding why

  • One Dollar Empowerment®, the scorecard managers and employees can understand
  • Collect-able™ Efficiency: understand the difference between Collect-able and non-Collect-able hours
  • Department expense ratio guidelines
  • A system to quickly determine the correct labor rate for your service department
  • Flat rate billing
  • How great service writing can dramatically affect the bottom line

People: How to understand and work with the four styles

  • Profile your own personal style and have a booklet to reference when working with others
  • Recognize the four styles and work more effectively with each of them
  • Harness the power of non-verbal communications
  • Identify the “real” competitors

Flowcharts and Process Maps: The documented process maps and flowcharts for the above items – and more – are included in the participant’s manual


Each session:  10:00 a.m. to 4:00 p.m. (Central)

Be sure to download Zoom and participate in a test session in advance. Please login at least 5 minutes before the beginning of each session.


Who should attend this workshop?

  • Service writer
  • Service adviser
  • Service manager
  • Shop foreman
  • Owner
  • General manager
  • Anyone involved in service writing

Do you offer additional support?

Each participant takes home a full set of materials that includes the tools, processes, tips and forms needed for implementation and reference. You’ll also receive access to our help desk via email or toll-free phone for help with any questions you have when implementing what you’ve learned.

Session Times:

  • Monday through Thursday: Live-online sessions with multiple breaks and approximately 30- to 45-minutes for lunch.
  • Central Time:  10:00 a.m. to 4:00 p.m. approximately.
  • Homework:  Plan to spend approximately 30 to 45 minutes each day completing self-paced application activities.
  • Please participate in a Zoom connection test session, and also plan to login 5-10 minutes early each day.

How much does this workshop cost?
First attendee:  $1,995
Second attendee from same company within one year:  $1,895
Third and additional attendees:  $1,845 each