Peugeot Vietnam organizes training on dealership operation standards and customer satisfaction index
To improve the dealership operations, sales performance, business efficiency, service quality and customer satisfaction, and to standardize management at Peugeot dealerships in line with the Stellantis standards,
On Mar. 21 and 23, Peugeot Vietnam organized the training "Peugeot operation standards and customer satisfaction on service quality 2023" at THACO AUTO Ha Noi and Ho Chi Minh City offices.
During the training, the trainees from 3S Peugeot dealerships nationwide were updated by the Stellantis experts, i.e. Ms. Donaille Wong - Service Quality Manager for Southeast Asia Region, Mr. Justin Scott, Vietnam Sales Manager, and other experienced experts with the latest Stellantis Dealership Standards.
The training included Stellantis dealership standards, showroom operation procedures, from getting leads, welcoming customers, product display, order receipt and processing to after-sales customer service. In all standards, customers are the center. The key mission of Peugeot dealerships is to bring the best experience to each customer.
In addition to help learners understand and follow the standards, the program also provided them with specific approaches on getting customer insights through SSI (social selling index)/CSI (customer satisfaction index) surveys at Peugeot dealerships in 2023. By doing so, the service team will be able to strengthen their potentials as well as make plans to improve their weak points.
The training course ended with the consensus of all Peugeot dealership KPIs with the net promoter score (NPS) for Sales teams (98%) and for Service & Parts teams (92%). Not stopping there, further training and testing sessions will be held regularly in different forms with rich and diverse contents to bring customers the best quality services in accordance with THACO AUTO's motto "Dedicated Service”.