Customer Service
From the moment of enrollment, dealers are provided with step-by-step training and guidance throughout the entire lifecycle of lead delivery and management. We ease the user through new processes and new technology with a diverse range of training products and methods. Dealers looking to truly excel can take advantage of personalized and professionally facilitated training that focuses on achieving goals and objectives specifically identified by the leadership team. Personalized training allows the dealers to specify their preferred methods of training delivery. SCI Marketview has a comprehensive three tiered training program: On-line (Job Aids and CBT), Web Based and On-Site, as well as through Help Desk Support.
Job Aid and Computer Based Training:
On-line Job Aids training is designed to facilitate self-help and speed of effectiveness. This library includes animated demonstrations with voice-over. Each course is designed around a specific process so that the user can select relevant training and learn at their own pace. SCI Marketview conducts real time surveys on all our CBT programs and Virtual Classroom Training programs in an on-going effort to improve their effectiveness year round.
Web Based and Dealer On-Site Support:
Group or individual web-based training sessions are virtual classrooms providing direct student-instructor interaction. As a result, they are a very effective method for knowledge transfer to provide readily available refresher training, and new-user training effective in combating high level of turnover incurred by dealerships. We also offer on-site training and coaching which covers not only using the tools but best practices. Our network of highly trained field training consultants have worked with dealerships on all aspects of performance improvement and specialize in retail operations and skill based applications.
Help Desk Training Support:
In addition to these formal training programs, SCI's Customer Care Department offers on-going subject matter expert support for dealers. In this support role, SCI evaluates post-training knowledge transfer and supports field organizations in providing support for dealership management. All training personnel must have automotive and dealership experience. Even with extensive history working in a dealership, they are placed in our Customer Care Department for a minimum of six months prior to developing or delivering training. Surveys are used as a basis for continuous improvement. Our current year to date dealer training effectiveness score is 96.5%.