DEARBORN - Export and Growth (E&G) dealerships from around the globe are accepting the challenge to Go Further by providing the best possible after-sales experience. The 2012 Service Excellence World Cup competition has been expanded to include parts counter personnel as well as service advisers and technicians.
The competition is designed to increase the level of certification and professionalism of dealership employees through continuing education and training programs.
The inclusion of parts counter personnel in the competition stemmed from requests by dealers. Their professionalism and training is critical to ensuring customers have the best possible service experience.
In order to compete, all participants must complete their core professional curriculum, which includes communications-related and technical courses, pushing them to the highest levels within their dealership.
Art Bardell, E&G technical training supervisor, says dealers throughout E&G are increasingly focused on technical training. “Improving the mechanical ability of our technicians will help us achieve our goal, which is to fix it right the first time.”
Competitors began demonstrating their knowledge and skill at the local level in May. Winners will advance to regional competitions this fall in all E&G regions – Caribbean and Central America, Asia Pacific, Sub-Saharan Africa and Ford Middle East.
The first- and second-place winners in each region receive trophies and cash prizes. The first- and second-place winners' dealership also receives a plaque in recognition of their team member’s accomplishment.
“The ability of the service advisers, technicians and parts counter personnel to function as a team is critical to delivering an exceptional service experience,” says Bardell. “That’s why for 2012 the competition was expanded to include parts counter personnel.”