Customer Handling in Korea and Taiwan
Target Group:
- 40 car dealers, managing directors, service managers and service advisors of a German premium car manufacturer
Our tasks:
- Several customers of the brand (particularly in Korea) react quite heavily concerning complaints.
- Personal offences (verbal and physical) against the employees in the car dealer become more regular.
- A dangerous development at the dealerships: the incidents between the customers and service-employees escalate more and more.
- The employees are not fully prepared for such situations professionally. They do not know the necessary attitude, process or communication rules to deal with such challenging situations.
- After these conflicts the drivers of this car brand decide for other car dealers or choose even another brand for their next purchase.
Implementation:
- Several preliminary interviews with the car manufacturer in Germany
- An intensive briefing through the responsible region manager in Taiwan and Korea
- Conceptualisation of the program as a two-days-workshop with a highly practical part (role simulation with a video analysis, case study, individual and group assignments as well as group discussion)
- Developing individual action plans and checklists
- Involving the responsible executives to assure the sustainability of the project
Results:
- Clear decline in conflicts
- Reduction the stress symptoms of the employees
- Development of professional and working communication skills
- Good increase of customer satisfaction
- Measurable increase of the customer loyalty
Specialities:
- Conceptualisation and implementation within 8 weeks
- Conceptualisation in English, afterwards translation into Korean /Taiwanese
- Two interpreters in the workshop for the translation (English – Korean/ Taiwanese) particularly for the role simulation