EXECUTIVE SUMMARY

Training Design for GM's Service Advisor's

December 7, 2011

This reported was constructed by Team Easy A’s and was designed to provide insight of how making certain policy changes and implementing different training methods is crucial to enhance customer satisfaction and ensure more consistent and sustained business. A survey was created and deployed to customers with the intent of finding out which areas where lacking. The survey had questions pertaining to levels of satisfaction after recent service repairs, communication and notifications after the service was completed. The information that was obtained was invaluable in finding out what was needed to complete the training design and ensure training transfer.

The literary research exemplifies that dealerships rely heavily on their customer bases. Customer service goes well past being polite at the door; it also involves being relevant in the community and not taking customers loyalty for granted. It is important to always be mindful of the areas of customer service that will always need to be constantly improved upon.

The main issue that was discovered dealt with customers not being appropriately informed of the cost and time it would take to finish their repairs. These issues could have been avoided if the promise times were more conducive to the actual abilities of the mechanics being able to finish the service on time. It is important for Service Advisors to be as accurate as possible when discussing these two crucial points with customers.

The training design will show that through certain policy changes and implementing C.A.P we can maintain the highest level of customer service possible through training transfer and ensure customer satisfaction.

TABLE OF CONTENTS

INTRODUCTION
Needs