At AW Repair Group this week, we have been upskilling our frontline staff across all our sites. The training was aimed to give the team the skills to identify individual circumstances and offer relevant products that will save our customers money during the repair journey and future motor insurance and maintenance costs. Susan Marot, from Marot Associates is an expert within the sales and training industry and delivered an interactive workshop which engaged and challenged AW Repair Group’s current processors.
AW are constantly looking to adopt and implement changes which will see improvements to the customer care and service provided. However, do all customers know the full benefits of using AW? This question was highlighted by Managing Director Andrew Walsh and became the real focal point of the workshop.
Discussed throughout the group, which was made up of Vehicle Damage Assessors, Customer Liaison Advisers and the marketing team, the question later turned into, what’s the best way of promoting the benefits of using AW?
Susan explained that by finding out the needs of your customers, you can tailor a bespoke service to suit. This theory coincides with the core values at AW, in that every customers situation is unique and will be handled in the most delicate way possible. With the ability to discuss the products and services confidently, the team at AW can now more clearly outline the benefits to the customer.
We are looking forward to further development training with Susan, with workshop two taking place later this month.