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Grip : GRIP October 2011
AFTERSALES GRIP teCHs start aCCreditation Check out the new Subaru website subaru.com.au Joanne Scanlon Customer Experience Manager CUSTOMER experiences are getting better, and they are telling us so! September figures are in and they reveal another great month for both sales and service. September National Results: Overall 66.6% Sales 74.0% Service 59.2% The trend for the year is also on the up, as revealed by comparing results from the April to June period this year, to the most recent quarter, ending on September 30. The overall figure is up over 2 per cent, with the service result making the Peter Crombie-Brown National Training Manager TWENTY technicians from around the country gathered at the Subaru Academy in October to commence the 2011 Subaru Master Technician program. The Master Technician program is designed for Subaru Advanced Technicians who display All 4 the Driver attitudes, along with a passion for the brand. Each will undergo training in advanced communication skills, FUJI technical exam, Train the Trainer, new product technology, PSRV, and advanced diagnostics training. Subaru Australia will now recognise all current and future Master Technicians with a unique shirt and Master Technician number. They will also be invited and have first preference to all new model and technology training. One of the outcomes Subaru Australia is aiming for is to retain the best technicians within the network. We would like our Master Technicians to show leadership within their retail centre and undertake other responsibilities. These will include training staff on new products and technologies, and offering advice and support to other technicians within the business. Our aim is to provide the best customer experiences possible. Those technicians in attendance were: Ben Grover, Bill Buckle Subaru Chris Lethlean, Subaru Doncaster Matthew Moller, Penrith Subaru Scott Martyn, Jarvis Subaru Chris Novak, Eastern Subaru Matthew Gibson, Central Coast Subaru Matthew Birks, Central Coast Subaru Rajnesh Prasad, Subaru Toowong Joseph Frane, Subaru Osborne Park Kristofer Cohen, Subaru Osborne Park Tim New ton, Eblen Subaru, Glenelg Frank Papaleo, Subaru Docklands Jaroslaw Dabrowski, Subaru Mentone Robert Anselmi, Glen Waverley Subaru Sunil Parakash, Glen Waverley Subaru Peter Janka, Subaru Fountain Gate Mustafa Ali, Sydney City Subaru Mathew Fiorenza, Subaru Artarmon Mark Thompson, Subaru Australia Sam Hill, Subaru Australia Customer exPerienCe imProves biggest contribution to that improvement. Quarter 3 Overall 64.0% Sales 70.5% Service 57.5% Quarter 2 Overall 61.9% Sales 70.2% Service 53.5% As a brand, Subaru in September had only 5.3 per cent detractors, all thanks to you. While these are the statistics, they are the result of a great deal of care and commitment by staff across the Subaru network. It is an ongoing task, and I look forward to the upward trend being maintained for the rest of the year and beyond. It is a daily commitment and every customer interaction is vital. As we know, good work can easily be undone by abadday,orevenabad hour. Consistency is such a vital element in customer relations. But the movement is cer tainly in the right direction. To all involved, well done and thanks. Subaru has laid on a drive program in Japan for the new Impreza and XV models; motoring. com.au was there — and we like what we’ve tried. - Melissa McCormick, CarPoint, 24/10/11 INSIDE GRIP HOME PAGE AFTERSALES MARKETING ECONOMY RUN PARTS & ACCESSORIES FINANCE AMBASSADOR NEW PRODUCT BRAND COMPARISON DEALER RANKINGS SPORT
GRIP September 2011