Course Description
Service Management Certification course is a joint venture between ABYC and the Marine Retailers Association of America (MRAA) and it covers best practices in service business operations, staffing marine trades, and effective communication. It also offers problem-solving and conflict resolution techniques. Marinas, boatyards, engine shops, and marine dealerships will benefit from these skills, elevating their service departments’ performance standards.
Additionally, we collaborated with Yamaha to develop the comprehensive self-paced online learning content that will guide you through the concepts required for successfully navigating this certification course.
Study Recommendations: We recommend starting with videos to get an initial understanding of the topics. After watching each video, refer to the corresponding section in the study guide to deepen your knowledge and complete any exercises. This approach will ensure you gain a comprehensive understanding of the material.
By using both the videos and the study guide, you will have a well-rounded learning experience that caters to different learning styles and provides multiple perspectives on the course topics.
Topics & Standards Covered
- Structuring a Proactive Marine Service Shop
- Setting SMART Goals
- Managing Conflict
- Problem Solving
- Key Performance Indicators (KPIs)
- Facility Management
- Government-Regulated Safety Requirements
- Recruiting Technicians
- Managing Performance
- Creating and Maintaining a Robust Service Process
- Communicating Well with Customers, Other Departments, and Staff
- The Fundamentals of Customer Satisfaction
Exam/Credit Details
- Online Course Fees: Member $1,475 – Nonmember $2,250
- The exam is comprised of 220 questions (Note: this exam is NOT open book)
- The passing score: 85%
- Timed Exam: 3 Hours 40 Min
- CEUs available: 32