Client and Participant Testimonials

"The instructor, Bob Bennett kept the material very interesting and used excellent examples to get to the point. It was great that we had both the parts and service personnel together so we were able to see both sides of the business and understand a little more about each others departments. It also gave us a better understanding that IF we work together the client will be better taken care of during the repair process and we all will be more profitable in the end. I just wanted to say thanks and hope many more classes like this one will be available in the future."

Tom Hing, Service Manager - Audi Raleigh

 

"Donna, I think you were absolutely awesome in the way you taught the course, I would imagine it depends on the make-up of the students how you would have to approach that, but you seem to have a real gift. I look forward to the next time."

Sean Brady, Parts & Service Director, Crown Motor Company

 

"Hi Sally,

I talked to the service manager regarding pre-pulling parts for the technicians. He agreed that we should implement this procedure. We will be pulling the parts when the customer arrives for their appointment. At this time we are at approximately thirty three percent of our goal. I estimate that we will be at fifty percent by July 24. I will advise you of our status at that time."



Doug Downey - Stan Olsen Audi

 
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Clients

Client Bennett Client - Callahan Client-Jackson Client-Rufo

 

Audi Read more Read more

Volkswagen of America Read more Read more Read more

DMAX

DaimlerChrysler

bd's Mongolian Grill

Domino's

Customer Relationship Management, Ltd.

Exxon

Ford Motor Company

Ford Asia Pacific

Ford SVTOA

General Motors

GMAC

GM SPO

GM de Mexico

Genesys Health Systems

Harley Davidson

IBM

Lexus

Maritz Training

Melio

Mercury Marine

Michigan State University Department of Criminal Justice Victims Assistance Academy

MotorWorld Automotive Group

National Automotive Dealers Association

Neighborhood Association of Michigan

Nissan/Infiniti

Porsche Car North America Read more

Raytheon

Robert Bosch Company

Ross Roy Communications

Saturn

SeaRay

State of Michigan House Democratic Caucus

State of Michigan - Prosecuting Attorney's Office

Study and Application Consultants, Inc.

Toyota

Delta College Corporate Services

 

 

 
 

Case Studies

Case Study: Major American Auto Manufacturer

Situation

A major American automaker's online excellence certification program, which had been in operation for several years, was fraught with stale and extremely confusing test questions thereby discouraging participation and increasing the volume of question appeals. The task for the BTS team was to develop meaningful questions that challenged the participants without angering them and to boost participation while at the same time preserving the integrity of the test to maintain its purpose as a measurement of excellence.

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Case Study: Customer Satisfaction - BTS Helps Move the Needle

Many industries began a more targeted approach to building and increasing customer satisfaction. It has been proven time after time that being able to retain a current customer base will generate more income over the long run and  is far less costly than trying to lure new ones.

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Case Study: Luxury Sports Car Manufacturer

Situation

A luxury sports car manufacturer who is known for premium products and brand strength has recently introduced an SUV and is planning to introduce a sedan. The luxury car manufacturer knows that new types of customers will be visiting their showrooms and service departments and that their Dealership personnel need to be able to deliver a high quality ownership experience to their new customer base in order to be competitive in their desired new market segments.

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