Vehicular Technology Company Trains Staff In Discretionary Decision-making
(EMAILWIRE.COM, February 17, 2015 ) Vancouver, BC -- Vehicular Technologies announced today that its staff had recently completed a new training program that included some new twists on customer service. Michael Blackmore, the co-founder and spokesperson for the firm, said he "wanted to raise our staff's capacity to deal with rare but important questions that customers might have."
The training program included an emphasis on discretionary decision-making by staff, and granted them the authority to personally handle certain situations that in the past would have been transferred to a manager for resolution. "The highest customer service we can offer is now through our front-line staff," said Blackmore. "And when a staff member can care for an individual customer's needs from start to finish, there is a stronger bond formed." The goal, he indicated, is to have both happier customers and staff, with the hope that staff would enjoy their work more, and stay with the family-owned firm for many years.
"Our staff is fantastic," stated Blackmore. "And they now have the training, and the permission, to make our customers happy, faster." He believes that by having fewer issues that require a decision by an upper manager, the firm will not only deliver faster resolution times, and happier customers, but will also save money by not involving management in time-consuming issues. In spite of the potential for Vehicular Technologies staff to be somewhat more liberal with discounts or reimbursements on behalf of customers than most managers would, Blackmore insists that the overall benefit will help the company.
"We have a low ratio of customer contact points compared to most firms because our products are such high quality to start," stated Blackmore, "such as our Best microfiber drying towel." He indicated that his family has a "happiness ratio" concept, and hoped that ongoing staff workshops and training will raise that ratio even higher in the future.
About Vehicular Technologies
Vehicular Technologies builds and distributes technologically advanced products for the global automotive industry, focusing on consumer-driven cars and trucks. The company places an emphasis on environmentally friendlier products that perform as well or better than traditional products. Vehicular Technologies previously sold only to franchises and niche automotive firms such as car rental firms, taxi companies, and fleet operators.
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