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‘Cut-throat’ aftersales training at Lexus

Lexus aftersales consultants are being given a taste of the luxury living enjoyed by their customers in the name of good business development.

Staff from Lexus centres across the country are being pampered at top class hotels as part of a programme to raise customer care to an even higher level: experiencing for themselves the kind of quality and service their clients enjoy and expect, will help them hone their own customer care skills.

The training sessions include ‘trust’ scenarios where one person is talked through the procedure for shaving a blindfolded colleague with what they believe to be a cutthroat razor.

This relates to the way in which new customers need to be introduced step-by-step to the aftersales procedure, says Lexus.

A series of measures are being phased in across the national network of 53 Lexus centres to establish a system for booking service appointments that is more time-efficient and better tailored to each motorist’s personal preferences. Central to this programme is the setting up of a national call centre.

The central call centre has access to a database for each Lexus centre, including the booking diary, the technicians available and the courtesy car fleet. It also has the customer database for each centre, which will be ‘cleansed’ to ensure it includes only current Lexus owners.

Working from the updated database, the centre will call each customer to offer a service or MoT appointment, provide a quotation for the work, make an online booking on their behalf with the appropriate Lexus centre, allocate a technician to the job and organise a courtesy car if required. When the booking date arrives, the customer receives a reminder call or text message.

The programme is now in operation at 22 centres, with 30 expected to be covered by the end of year. The concept has been pioneered by Lexus GB and has been demonstrated to the company’s colleagues in the USA.



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