“In difficult financial times we feel it's even more important to improve the customer experience. So although it's a tough time, we have actually invested in more training, and working with Power Train has proven to be extremely valuable to our business.
For us the training has been radical. We have really changed the tone and the mind-set of the people answering the phone, as well as how we respond to customers needs. We’re now much more fluid and flexible as a result.
Maintaining very good customer relationships is becoming the differentiator now and the training events really highlighted that everyone is an individual and has different expectations.
Customer feedback is the most important area for us and our customer satisfaction levels increased from 57% to 72% during the training.
Our customer stats are still very high; amongst the highest they have ever been in fact. So this programme has brought about a very real and positive change for our customers.”
Podcast
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Customer Care Director
Fiat & Alfa Romeo UK
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