Customer Journey - Aftersales

Department Managers, Advisors, across Service, Parts and Bodyshop

Title	Customer Journey - Aftersales
Objectives	1. What, how and when to use the Customer Journey framework to improve effectiveness within every day scenarios 2. To develop communications to increase consistency, utilise appropriate resources that impact on the customers’ experience 3. To devise tactics to increase Upsell and inter-departmental opportunities 4. To develop an action plan for implementation, impacting on personal development, realistic business targets and Customer Satisfaction
Delegates	Department Managers, Advisors, across Service, Parts and Bodyshop
Duration	Can be covered within 2 half day workshop or 1 full day
Location	Onsite or Offsite Training Venue

To make a booking or to find out more information, please click here.

The IBD Customer Journey has been the best training initiative we have ever been involved with! IBD's on site mentoring focuses the Service Department team far more effectively than a traditional training course. The Service Reception team now receive tuition in real time with real customers, making our staff far more aware of the consequences of their actions. The evidence and improvement is clear for all to see in our Customer Satisfaction Results.

Ian Dow, Aftersales Director, Knights Group

Customer Journey - Aftersales

Integrated Business Development

Feedback

Ian Dow, Aftersales Director, Knights Group