Since March 2015 HGS Concept has developed six modules for the international non-technical training program of a premium manufacturer in the automotive industry. The focus is on cooperation between Marketing, Customer Service Desk, Workshop and Parts Service. The marketing campaign at the car dealership was well meant; the purchase of a genuine spare part came with a coupon, which the customer could have used when he bought two new tires. However, he only learned of this when looking at a reference on the invoice once he got back home. The customer called the service advisor, who apologized and promised to verify. A little later the customer’s phone rang; the service advisor had taken care of the matter. "We apologize, the voucher will be considered for your next purchase. It is ready for collection at the dealership." Great! Absurd as it may sound, this episode is unfortunately not an isolated case. Too often poor communication can ruin even the most sophisticated marketing ideas. An important reason, therefore, to focus on this subject in future training sessions. The requirements for successful internal and external communication are a little different in every country in the world, and with every manufacturer in the automotive industry. However, all manufacturers in the world have the same goal: Optimal customer satisfaction through dealership service departments, as set out in service blueprints, for example. This requires professional performance at all touch points, which can only be achieved by qualified personnel. Therefore, for all employee groups, wise manufacturers invest in flexible, customized training programs that allow them to adapt to different market requirements with mini-mal effort, be that in Argentina or in Zaire. A key element is systematic staff development for each employee, whether in marketing or service parts. This path towards a competency-based, potential-oriented qualification also means farewell to the old "one size fits all". Enter innovative, modular training programs, as offered by many manufacturers to their dealerships. HGS Concept is becoming increasingly involved in the conception and design of such modules. The goal is continuous optimization of the performance of each individual participant. As part of benchmarking, and based on their individual needs and requirements, the employees learn to continuously check themselves, not only to maintain their level of performance, but also to steadily increase it. If communication within the dealership’s departments runs smoothly, all parties benefit - and the customer will never miss a coupon again!
Training for Parts Managers