Hamilton, Ontario — December 7, 2015 — Throughout the past year, CARSTAR has hosted a number of customer experience training sessions for franchise owners and staff.
The training sessions, presented by CARSTAR’s Customer Experience Manager, Lillian Haskett, focus on creating a premiere customer experience consistently across all CARSTAR locations. Concentrating on a range of different influencers, the customer experience training covers topics such as effective customer communication practices and creating a comfortable customer service area. The training sessions also emphasize the importance of encouraging a positive company culture to help improve the entire customer experience.
“The customer experience training provides ideas and tips on how we can positively exceed our customers’ expectations every time they enter a CARSTAR location,” says Haskett. “Every interaction with our customers, from setting realistic time-frames for to the way our franchise owners and staff communicate and interact with each other, affects their impression of us.”
According to a statement from CARSTAR, the goal of the customer experience training is to ensure every CARSTAR customer receives a premiere experience at each location and help increase the Net Promoter Score (NPS). The NPS is a calculation that expresses the responses of CARSTAR customers to the question “How likely are you to recommend CARSTAR to family/friend?” and is monitored for each franchise location. The NPS ratings are vitally important to ensure customers are receiving the best customer care possible and to highlight any areas of improvement.
“Offering a premiere customer experience is becoming an increasingly measured business metric by our partners,” says Michael Macaluso, President of CARSTAR Canada. “Today, more than ever, insurance partners are realizing that how their customers are treated in our industry can seriously affect their business. Also, our ongoing insurance relationships have demonstrated that insurers are making more concrete business decisions based on how collision centres are offering a premiere experience to their customer.”
Hasket notes that the training appears to be effective.
“Through hosting the customer experience training we’ve definitely seen an increase in the NPS ratings for franchise locations who have participated and implemented the techniques presented in the sessions,” Haskett says.
CARSTAR Canada has stated that it has a corporate objective of reaching an overall NPS promoter rating of 80 percent over the next five years, and the customer experience training is moving the needle toward reaching that goal.
