The Kano Model of customer satisfaction, which is emphasized in the PPG course.

By CRM Staff

Strongsville, Ohio -- March 28, 2018 -- PPG announced the schedule for its new “Elevating the Customer Experience” course as part of its MVP Business Development Series. The course’s objective is to provide collision repair centre owners, managers, sales staff and estimators with the skills necessary to deliver exceptional customer service. The two-day class is offered at various locations including PPG business development centres throughout Canada.

“We developed this course at the request of PPG customers who want to increase loyalty across today’s multigenerational customer base by providing a more positive and memorable experience,” said Jim Berkey, PPG director, business solutions and automotive refinish. “We use a simple, proven methodology to understand current customer touch-points and then develop appropriate changes in the service approach to create those memorable experiences.”

Course participants will study the Kano Model of customer satisfaction to gain a perspective on what it takes to go from merely satisfying a customer to delighting a customer. The participants will learn about the impact of social styles and generational differences on customer communications and how, by understanding those differences in their customers and themselves, they can be more effective in their customer interactions.

“This was one of the best classes I’ve ever taken,” said Andy Zamora, co-owner of three Zamora’s Auto Body shop. “It was valuable because it relates to today’s competitive environment, which has evolved from focusing only on the back of the shop where we repair the vehicle – although that’s still critical – to exceeding the expectations of multiple generations of customers. As a group we were guided through a process of identifying specific things that we could do to create a better experience for the customer, and when I got back to the shop, I implemented them immediately with great results.”

Eric, Andy's brother who too attended the course echoed Andy’s remarks. “This was a great class, one that will stick in my mind for being direct and informative,” he said. “We got lots of ideas, many of our own making because of the group processes the course employs. We learned how different generations of customers have different expectations and how to communicate with each of them. Both Andy and I took key employees with us, and we will be sending more in the future. This class is a must for shops that want to succeed.”

Class topics include:

What extraordinary customer service in collision repair centres really looks like

Creating memorable experiences that foster customer loyalty and generate referrals

Understanding how social styles affect success in communicating and establishing relationships with customers

Generation gaps, demographic shifts and customer service

Building positive, lifetime relationships

Social media technology and the voice of the customer

 

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