Right now we are upon a time within the automotive industry where there is constant change. For instance, try to keep up with the latest recall, are parts available, what models are affected and what is the newest repair procedure. Now imagine being a customer with limited information and a lot of hearsay. In addition to knowing the latest and greatest information an advisor is expected to have the answer to most every automotive question. A service advisor today has to know everything mechanically on the vehicle along with all the electronics and new features and then convey with confidence their knowledge to the customer. In short our customers want to talk to the subject matter expert in all areas of the vehicle. When this expectation is not met there is frustration and confusion that will result in poor customer service satisfaction causing poor customer retention.

Here are some common traits of the top training programs that help you keep your employee engaged and learning, therefore serving your customer better.

#1 explain the big picture and future direction

A recent study highlighted that a training session based on the “big picture” or showing the future direction of the department helped the employee understand the overall objective and be engaged in assisting accomplishing the goal. A continuous training program helps the employee evolve and when preformed correctly keeps the employee engaged with current issues. The strongest method to get that engagement is to have the employees help design the content for training.

#2 Recognition

Everyone likes to have a sense of accomplishment. Through a well-defined training program you can reward your employee for their accomplishment. Essentially you are able to fill up the emotional bank within the employee that will give them the feeling of accomplishing a hard task that ultimately will reward you for time to come.

#3 Blended learning approach

Every employee learns differently, different topics and types of skill development require different approaches. Training room or online training, management led or instructor led are all variations that will help break up the monotony. Try different approaches and increase the variety.

#4 Senior Leadership Support

This is the most important element and when I say “support” I don’t mean they simply sign off on the training program, they are fully engaged and involved and actively participate. This type of engagement validates the training for all the employees and shows the employees the management team believes in the program.