Our work with Hendy/Lifestyle Europe has centred on supporting their dedicated "Customer for Life" process throughout the customer contact centre and the entire sales operation. The Service Advisors Selling Skills program was run for the management initially then all service advisers and has had a positive impact on customer satisfaction, as well as increasing team confidence levels and significantly improving morale. We have supported the enquiry management element of the sales operation and continued to coach and develop all members of staff.
Having been established for over fourteen years Lifestyle Europe Ltd is one of the largest privately owned dealership groups in the South East of England. Representing eight brands across nine different locations in Kent, Surrey and Sussex they pride themselves on delivering good quality service. We continued to support the former Lifestyle teams following the Hendy acquisition.
We originally contacted the Managing Director who originally invited us to take care of the groups Aftersales training and development, this soon expanded to cover the Customer Contact Centre and the entire Sales Operation.
Lifestyle Europe has a dedicated “Customer for Life” process and we were asked to support this process and help develop the techniques and individuals within it to maximise the opportunities for the business and enhance the customer experience.
Following a review of the business we designed a number of classroom based training and coaching sessions followed up with in dealer visits to continue the learning, in addition to the selling skills for both sales and aftersales we have supported the contact centre and run the entire induction training program for the new sales people. Our support of enquiry management extended to training and developing the staff on the use of the DMS (Drive) and contact strategy.
We have since created courses and in dealer support for handling electronic enquiry, customer psychology and the sale of add on products combined with the FCA requirements.
The Service Advisors have gained an understanding of the techniques and skills for building rapport and successfully up selling. We have seen increases in service plan presentation and red work (safety related) items. From the sales department point of view we have massively improved the effective handling of the businesses enquires and we have seen better recording of enquires and the contact strategy.
This has had a positive impact on customer satisfaction and the team’s ability to follow a sales process consistently, this in turn has increased the confidence levels and significantly improved morale.
“One of the key benefits to us is Paul’s ability to adapt to our processes and company policy, this has given us continuity and our teams have a single and consistent message with regards to the customer experience that we aim to deliver.”
Alan Anderson – Group Aftersales Director