Good Garage Scheme offers customer training to members
The UK-wide Good Garage Scheme is offering customer service training courses to member garages to help them continue to offer the best service possible to motorists and enhance the customer experience.
The new initiative comes in light of an on-going ‘mystery shop’ campaign that evaluates member garages on all areas of their operations, including reception, customer care, telephone call handling and overall workshop performance. As part of the mystery shop exercise, specific faults were introduced to vehicles being serviced, which were then checked afterwards to see if they had been picked up and rectified by garage technicians. The overall standard of workmanship was assessed and the interaction of other garage staff with customers was also monitored.
Customer service is a key function of any business and the Good Garage Scheme is continually striving to help member garages improve their standards.
Subsidised by the Good Garage Scheme, the customer service courses are handled by an experienced IMI accredited automotive training company and specifically tailored for Good Garage Scheme members. Member garages will be trained in best practice for handling telephone calls, greeting customers, understanding their requirements and carrying out duties to the best of their abilities. Member garages on the course will earn a certificate of completion to display in their reception areas.
The Good Garage Scheme promotes best practice among its members and requires that all members abide by its comprehensive Code of Conduct. Members hand out feedback leaflets to customers in order to review their performance and continue to improve overall service.
Anndi Sheppard, Marketing Manager for the Good Garage Scheme said: “We have chosen to invest in both a mystery shop initiative and customer service training courses for all Good Garage Scheme members to ensure that high quality standards are maintained. We want the experience of all Good Garage Scheme customers to be the best they receive at a service and in order to achieve this, it is important that we continue to evaluate and improve customer service performance.”
For more information please contact:
Anndi Sheppard, Good Garage Scheme, on tel: 024 7647 2649, email: marketing@goodgaragescheme.co.uk or
John Edden, Bridge PR and Media Services on, tel: 024 7652 0025, email: john@bridgepr.co.uk
Editor’s note:-
The Good Garage Scheme was set up as a self-regulatory body for independent workshops and MOT centres throughout the UK to ensure its members maintain the best industry standards. The scheme has thousands of members who adhere to a strict Code of Conduct and offer an Industry Standard Service.
Good Garage Scheme members:
Adhere to a strict Code of Conduct and pledge to have their customers’ best interests at heartMust agree what work needs doing with their customers before it is carried outWork to an Industry Standard Service checklistMust supply each customer with a feedback card allowing them to give their views on service directly to the Good Garage Scheme, which operates a stringent complaints procedureAre subject to mystery shoppers and regular audits
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