Role, self & process management

This program will enable delegates to contribute fully to the aims and objectives of Mercedes-Benz in the delivery of consistent customer satisfaction, thereby creating customer retention.

Contents:

• Understand different roles across the service organisation and how roles, responsibilities and processes interact
• Recognise the importance of an individual, relationship led approach to customers and building loyalty
• Understand what impact you in your role and as part of the Aftersales organisation have on the customer experience
• Identifying the responsibilities of key staff, and how they impact upon and contribute to After Sales performance
• Identifying Mercedes-Benz Customer expectations and how to exceed them whilst generating loyalty and thereby retention to the business
• Understanding good Customer Service, how to improve it, and its impact upon the business performance and growth
• Identification and understanding of the Daimler Truck Customer Journey
• How to improving the current situation
• Understand the different types of organisations
• Recognise the importance of an individual, relationship led approach to customers and building loyalty
• State how to deliver excellence and the ultimate customer experience
• Understand what impact you can have on the customer experience
• State what opportunities there are to encourage feedback and build loyalty in the organisation
• Why it’s important to get it ‘Right First Time’
• Identifying the responsibilities of key staff, and how they impact upon and contribute to After Sales performance
• Identifying Mercedes-Benz Customer expectations and how to exceed them whilst generating loyalty and thereby retention to the business
• Understanding good Customer Service, how to improve it, and its impact upon the business performance and growth
• The ideal Retailer
• Identification of the perfect Customer Journey