Andy Savva talks managing customer relationships
Taking a pause from the usual, technically oriented training, Schaeffler’s REPXPERT team were joined by ‘The Garage Inspector’, Andy Savva, to present a more workshop customer focused ‘Tea-break training’ session.
“Although we kicked things off with a recap of the central points to remember from our first LuK session, which looked at clutch technology, it was managing the relationship with customers that was the focal point this time,” said Schaeffler Technical Manager and REPXPERT, Alistair Mason.
“Maintaining an awareness of the apprehensions that many customers feel when having their vehicle serviced or experiencing a roadside breakdown, goes a long way in managing these sometimes difficult relationships, as does keeping them in the picture and delivering on what was promised.
As well as his role as ‘The Garage Inspector’, Andy is a Schaeffler REPXPERT brand ambassador, with a wealth of experience when it comes to customer relations.
So, he was the ideal person to highlight the key principles behind practical and efficient customer management procedures, helping to ensure the customer experience is always a good one that will not only give them the confidence to return, but to also recommend the workshop to others.
“From a Schaeffler perspective, it’s about providing workshops with the original equipment (OE) products they need, along with the advice and guidance they need to fit them correctly.
“Supreme confidence in our products comes from the fact that over 60% of the components Schaeffler produces annually are supplied to vehicle manufacturers for original installation. Statistically, every car that has ever been produced has 60 Schaeffler parts.
“When it comes to the guidance, well that’s at the heart of the REPXPERT programme, as these ‘Tea-break training’ sessions clearly demonstrate.”
The next ‘Tea-break training’ session will be module three of the INA cooling system programme: ‘Managing the Heat’, on Tuesday 16th March at 12:30 and Wednesday 17th March at 12:30 & 18:30.
The attention then returns to LuK for DMF module three: ‘Technology on the Horizon’, on Tuesday 30th March at 12:30 and Wednesday 31st at 12:30 & 18:30, before an FAG Steering & Suspension special, on Tuesday 27th April at 12:30 and Wednesday 28th April at 12:30 & 18:30.
As has now become the norm, registration is available via the ‘Tea-break training’ button on the REPXPERT website, as well as via social media posts and newsletters sent to members. Anybody who has attended a Schaeffler REPXPERT Academy or any other Schaeffler or OESAA training event will also receive an email invitation. Alternatively, just click here.
After each event, participants will be sent a link to a very short survey about the training, which on completion will provide access to the downloadable course notes, a certificate for use when claiming CPD points, plus REPXPERT technical material relating to the topic.
Information on Schaeffler products and systems, fitting instructions, labour times and much more can be found on the REPXPERT workshop portal.
|Visit the Auto Torque blog to catch-up on the latest industry news.|