Tofaş Akademi

Service Advisors and Customer Care Responsible Program

CATEGORY: Best Advance in Competencies and Skill Development

Tofas is responsible for providing after sales services of Fiat brand vehicles which are sold. Within the framework of this responsibility, it has more than 130 authorized services across Turkey. Tofas Academy is responsible for carrying out the development activities of Fiat sales and after-sales organizations within Tofas. The organizational objective is excellence customer experience. Excellent customer experience is providing with the correct repairs to the customers’ vehicles at once for maintenance or repair.

To be fulfilled for this claim, Service Advisors & Customer Care Responsible working in the service should have sufficient knowledge and skill. To increase this knowledge and skill, each Service Advisor & Customer Care Responsible goes through a designated training program by Tofas Academy.

This development program consists of a 90 hours development journey with 4 class trainings for 9 days of approximately 400 persons, 2 different online training, digital classrooms and video resources.

Main goals were; to gain customer oriented perspective, to be motivate continuous learning during the life time, to improve technical competency to improve customer relationship.

This development program consists of a 90 hours development journey with 4 class trainings for 9 days of approximately 400 persons, 2 different online training, digital classrooms and video resources.

Main goals were; to gain customer oriented perspective, to be motivate continuous learning during the life time, to improve technical competency to improve customer relationship.

 

Program includes the following:

Micro Learning:  Sending e-mail notification about technical knowledge by LMS

Video Learning: Main aim is to share new information to audience. For this reason, Technical processes and product trainings are given by video learning. Thus, there is plenty of practice time in the classroom.

Mobile Learning:  Sharing various learning sources such as articles, book summaries, videos via mobile app during the period between day1 and day 2. At the same time participants can learn and access sources anywhere and anytime they needed.

Virtual Class: After Development Workshop Day 2 program leader and participants meet in virtual class. In this virtual class participants and program leader shares experiences about practices done and set next goals.

Classroom Trainings: 4 Different behavioral and technical classroom trainings are given by Academy Trainers.

Conference: According to needs of audience, development day is organized as 2day program. These organizations include usually gamification, theatrical learning activities, technical competition etc.