The Road to Retention – CSI workshop is designed to teach participants that the SPSI and ASM survey indexes are a mirror of their performance from the customer’s viewpoint and not just a simple scorecard of generalized customer opinions. 

The goal of this class is for participants to leave with a clear understanding of four distinct skill sets. These are:

• It’s not about chasing a score – it’s about understanding customer expectations
• The ability to connect the service process with customer expectations
• The ability to identify “root causes” of poor performance or missed expectations
• Leave the class with a better awareness of what is required to provide ‘World Class’ service
  

The class topics covered is as follows:

• Good / Bad Customer Experiences
• Growth Opportunities for both Toyota and the Dealership
• OEM and Dealership Loyalty
• The ASM’s Role in Customer Service
• A Comparison of the Service and Customer Process
• How Loyalty Impacts the Bottom Line
• Isolating Trends and Patterns
• Identifying Root Causes of Customer Feedback
• Designing a Plan of Action
• Implementing Change
• Measurements and Kaizen

The class is designed for ASMs, Service Managers, Parts Managers, Parts Counter People, Cashiers or anyone that interfaces with a Service Customer and seeks a better understanding of the process.  Want better Customer Satisfaction?  Enroll in the The Road to Retention - CSI Workshop today!