CASE STUDIES
Car dealership industry
Switzerland
Mission : improve customer satisfaction through service excellence
Client Background & Challenges
The client is a major Swiss automobile import and trade group. The founder's principles are still rooted in the culture of the company and resonate with the high-end brands they represent. The satisfaction of its customers is a top priority for future sales or maintenance of vehicles and has been recognized as the differentiating factor versus the immediate competition. The client noticed its sales team was more “reactive” instead of proactive in anticipating the client’s needs.
Overall, there was a lack of understanding of the importance of the entire value chain by a majority of team members. There were discrepancies in service standards among services and the different car brands they represented.
Solution
Building a service delivery culture model for internal and external customers that affected everybody in the value chain. Providing a unique experience for its customers to live an excellent moment at every customer contact point.
The overall approach included several steps: preliminary visit, mystery guest visits with a predefined checklist to observe guest experience, a pilot training program, experts customized workshops, customized training for 120 client-facing staff members on the value chain, service quality, guest experience, customer attendance, verbal/non-verbal communication.
It also included building a yearlong program with recognition elements and continuous development for all team members, enhancing strong company values.
Achievements & Value for the Client
Referral metrics were up, customer satisfaction and staff loyalty improved, thus boosting revenues and lowering staff hiring and training costs.