Thursday, 3 February 2011

Marshall Motor Group rolls out advanced “Red Carpet” training for all Aftersales Employees

  • Over 200 aftersales colleagues to complete tailored training scheme
  • Increases in colleague and customer satisfaction will boost sales and strengthen dealer group’s reputation

Marshall Motor Group has enrolled over 200 aftersales colleagues in a specially designed training programme. The initiative is a central part of Marshall’s ongoing commitment to delivering the industry’s highest standards of customer service and employee satisfaction, while simultaneously targeting an increase in aftersales profitability during 2011.

One of the largest and fastest growing dealer groups in the UK (it has nearly doubled its turnover during the past two years), Marshall Motor Group’s new training scheme aims to develop practical skills for frontline aftersales staff, focusing on both sales and customer service. The modular course – which will be delivered by Castrol Professional’s specialist aftersales training consultants on-site at individual dealerships – has been designed to enable the group’s aftersales professionals to become a driving force for improved profitability and customer satisfaction.

Marshall is working with Castrol Professional to tailor the lubricant supplier’s Red Carpet training course, which now includes a telephone mystery shopping element and will see trainers spend additional time at nominated Marshall dealerships. This will enable the group to gain a valuable insight into current aftersales practices across its network and identify areas most in need of improvement.

“This is the latest and most advanced initiative in an ongoing programme of training and development for our aftersales staff,” commented Neil Tonks, Group Aftersales Director at Marshall Motor Group. “Marshall is committed to retaining a reputation as the very best in the industry for customer service, while also optimising the profitability of our aftersales operations. We see these investments as crucial in attracting and retaining the very best staff and to maximising employee satisfaction across the group. We are also acutely aware that to give better than excellent service, there must be continuous improvement for our colleagues through personal development”

Marshall Motor Group is a Top 10 Dealer Group and the 2nd largest family-owned and privately funded car dealership groups in the UK, with some 2,000 colleagues representing 26 different manufacturer brands across its 62 showrooms. Since its establishment in 1909, Marshall has been committed to providing exceptional levels of service to customers, and each year sells over 40,000 cars and services over 350,000 vehicles in its workshops.

For more information on Marshall Motor Group please visit http://www.marshallweb.co.uk/

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