An on-going ‘mystery shop’ initiative by the UK-wide Good Garage Scheme has prompted a focus on training in a bid to help its members win more business and retain customers.

The Good Garage Scheme www.goodgaragescheme.com had identified customer focus as a key area of improvement as a result of the mystery shops and ran its first one-day Customer Focus Seminar in July with excellent feedback from garages.

“Very interesting course! We need more of these courses,” said Sid Patel of Cavalier Cars in Loughton, Essex.

Judith Bradford of Nick Georges Vehicle Services in Betchworth, Surrey, said “It was much more effective having other Good Garage Scheme members attend and valuable to have their input.”

Training was delivered by an Institute of the Motor Industry (IMI) Accredited Training Organisation and aimed at providing delegates with essential business and customer-focused skills to compete in today’s trading environment.

The subsidised course, designed specifically for Good Garage Scheme members, included telephone handling skills to help convert enquiries into new business and delegates were presented with a certificate of completion for display in their reception areas.

Anndi Sheppard, marketing manager at the Good Garage Scheme, said: “Our first mystery shop initiative has helped identified customer focus as a key area for improvement. We are committed to supporting our members to deliver exemplary service to their customers. By investing in customer focused training for our members, we will provide them with tools to help them compete in today’s business environment with the specific aim of developing new leads and retaining more business.”

Launched by Forté nearly five years ago, the Good Garage Scheme’s membership comprises of independent garages and workshops where customers are assured of service excellence. Now widely accepted as a mark of quality for independent garages across the UK, Good Garage Scheme garages are recognised as providing exceptional service to their customers based on a rigorously monitored mandatory code of practice. Customers looking for their nearest Good Garage scheme member can quickly locate one using the easy-to-use search facility on the Good Garage Scheme website www.goodgaragescheme.com.

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