Marshall Motor Group has enrolled over 200 aftersales staff in a specially-designed training programme.
The initiative is a central part of Marshall’s ongoing commitment to delivering the industry’s highest standards of customer service and employee satisfaction, while simultaneously targeting an increase in aftersales profitability this year.
The training scheme aims to develop practical skills for frontline aftersales staff, focusing on both sales and customer service.
The modular course – which will be delivered by Castrol Professional’s specialist aftersales training consultants on-site at individual dealerships – has been designed to enable the group’s aftersales professionals to work towards improved profitability and customer satisfaction.
Marshall is working with Castrol Professional to tailor the lubricant supplier’s Red Carpet training course, which now includes a telephone mystery shopping element and will see trainers spend additional time at nominated Marshall dealerships.
This will enable the group to gain a valuable insight into current aftersales practices across its network and identify areas most in need of improvement.
“This is the latest and most advanced initiative in an ongoing programme of training and development for our aftersales staff,” said Neil Tonks, group aftersales director at Marshall Motor Group.
“Marshall is committed to retaining a reputation as the very best in the industry for customer service, while also optimising the profitability of our aftersales operations.
"We also see these investments as crucial in attracting and retaining the very best staff and to maximising employee satisfaction across the group. We are also acutely aware that to give better than excellent service, there must be continuous improvement for our colleagues through personal development”