Practice makes perfect

CitNOW has revealed that its training roadshow has delivered a 16% jump in average customer satisfaction scores over eight months.

Its academy programme visited 177 retailers and tutored 735 staff from one major OEM network.

It said its workshop on helping people to make the most of its video technology led to a boost in customer satisfaction of nearly a fifth.

The workshop is delivered in a fully equipped van, complete with television screens, enabling technicians and service advisors to use video in their usual work environment with a focus on best practice, quality and consistency of content.

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.’

Alistair Horsburgh, CEO at CitNOW, 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 that the staff they employ at the coalface are technically literate and competent in maximising the tools they have at their disposal.’

CitNOW will also be offering a series of free ‘CitNOW Masterclass’ sales and workshop training sessions across the country.

They will take place on 12/13 April at the Lancashire County Cricket Ground, Emirates Old Trafford, Manchester, M16 OPX, 10/11 May at the Brooklands Museum, Brooklands Road, Weybridge KT13 0QN, 14/15 June at Rockingham Motor Speedway, Mitchell Road, Corby, Northamptonshire, NN17 5AF; 17/18 October at Lancashire County Cricket Ground, Emirates Old Trafford, Manchester, M16 OPX; and 12/13 December at Brooklands Museum, Brooklands Road, Weybridge KT13 0QN.