Join us in this insightful Facts Not Feelings episode dedicated to moving the automotive industry forward with Corey Smith, National Fixed Ops Training Manager for APCO Holdings. In this service-focused discussion, learn why customer service training is critical for dealership service departments. Discover practical tips for gaining staff buy-in on new processes and effective methods to track training effectiveness.

In this episode, we dive into:
- Strategies for building cross-department collaboration
- Breaking down negative stereotypes between departments
- Actionable advice for overcoming resistance to change
- Techniques to maintain training momentum
- Developing empathy in your staff for delivering exceptional customer experiences


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Main Takeaways

1. Quality customer service training is critical for service departments. Advisors need to be trained on how to properly greet customers, set expectations, communicate clearly, and deliver excellent service. This builds trust and loyal customers.
2. Involving staff in developing training processes leads to greater buy-in. Asking technicians, advisors, etc to help build the training playbook gives them ownership in the process.
3. Breaking down negative stereotypes between departments requires empathy and crossover experiences. Having salespeople shadow advisors or vice versa helps build understanding between silos. Working together as one team benefits the customer.

Connect 🔗

Corey Smith: https://qrcc.me/rzwkgsjg6t7l
BZ Consultants Group: https://qrco.de/bcqqFo     
Apple🎙️ https://apple.co/3DYjWN0
Spotify 🎧 https://spoti.fi/3DNNgFI   
Youtube ▶️ https://bit.ly/3jDwPoO


Chapters

0:00 Introduction

1:29 Why customer service training is critical 

2:58 Key principles to excellent service 

5:23 Painting a picture for customers 

6:18 Slow down to speed up

8:28 Common weaknesses and how to overcome them

15:16 Acknowledging Mistakes and Collaborative Solutions

17:43 Building empathy in staff 

20:25 Maintaining training momentum

23:16 Tracking training effectiveness

27:58 Managing staff resistance

31:05 Getting veteran staff buy-in 

32:40 Involving staff in developing processes

34:17 Breaking down department stereotypes  

42:12 Key takeaways

53:05 Lightning Round