Dealers are being invited to take part in training in the use of video in workshops that could lead to a boost in customer satisfaction ratings.
Video technology provider CitNOW has revealed that a training roadshow provided by its CitNOW Academy programme, which tutored 735 staff from one major OEM’s network of 177 retailers on how to use video to communicate with customers delivered a 16% increase in average customer satisfaction scores over eight months.
CitNOW will also be offering a series of free ‘masterclass’ sales and workshop training sessions across the country. Full details below.
CitNOW’s Academy delivers its roadshow in a dealer’s workshop from a van, equipped with television screens, enabling technicians and service advisors to use video.
Alistair Horsburgh (pictured), CitNOW chief executive, said: “Digital tools like video are changing the mindsets of consumers and the next stage in capturing the customer’s imagination and loyalty is to consider not which tools we use but how we use them.
“CitNOW is committed to supporting the industry in this important transition, and we will continue to work with manufacturers and retailers to ensure the staff they employ are technically literate and competent in maximising the tools they have at their disposal.”
Swansway Garages is the latest dealer group to invite the CitNOW Academy Roadshow to train its workshop staff. The group’s training programme was run throughout January, with approximately 200 technicians and service advisors in attendance.
Duncan Sands, group aftersales director at Swansway Garages, said: “Introducing video was an extremely positive step for the business, but the next stage was to ensure consistency and quality across all teams at all sites. We also needed to re-energise the entire Health Check process”.
“The CitNOW Roadshow is a high-energy, hands-on training event, crucially with minimal workshop downtime. We’ve already seen a tangible uplift in customer comments on the videos we’re producing, which is extremely positive.”
CitNOW roadshow details:
April 12 (sales) and 13 (workshop) – Lancashire County Cricket Ground, Emirates Old Trafford, Manchester, M16 OPX
May 10 (sales) and 11 (workshop) – Brooklands Museum, Brooklands Road, Weybridge KT13 0QN
June 14 (sales) and 15 (workshop) – Rockingham Motor Speedway, Mitchell Road, Corby, Northamptonshire, NN17 5AF
October 17 (sales) and 18 (workshop) – Lancashire County Cricket Ground, Emirates Old Trafford, Manchester, M16 OPX
December 12 (sales) and 13 (workshop) – Brooklands Museum, Brooklands Road, Weybridge KT13 0QN