The Dealership Customer Experience training is an interactive and skill based course that will teach you the fundamental skills and strategies that are essential to success in your role as a Receptionist, Cashier or Administrator. This class will develop your understanding of the ideas behind the skills and how to create the best experience for the customer that will build loyalty and satisfaction. You will walk away with confidence, knowledge and skills that you can implement immediately in your position.
Understand your own behavior and how to manage your customer's
Improve your communications skills
Learn to handle upset or angry customers
Implement proper phone skills
Understand and implement proper body language
About Your Instructor-Tony Troussov,CSP™
Tony is a Director of Training at the Automotive Development Group. Throughout his thirteen-year automotive retail career he held multiple leadership positions, including a GM of a large import dealership. Since joining ADG in 2011, Tony has been working with dealerships and OEMs helping them improve processes and customer experience. Along with hundreds of dealerships his clients include Hyundai, Lexus, GP Strategies and J.D. Power. Tony has delivered over 550 presentations totaling over 2,500 hours of platform time. He is a two times presenter at NADA, a frequent contributor to Auto Dealer Today magazine and has appeared on CBT’s F&I Today show. His international work includes training and consulting in Korea, Portugal and UAE.