Client and Participant Testimonials

"I just completed training for Volkswagen, the class was organized and presented by BTS Consulting & Training. Our Trainer Mary Temple was highly knowledgeable fun and interesting. She made sure to put every difficult concept covered in ways we could all relate to and understand. I truly enjoyed this class and look forward to take more training hosted by BTS Consulting & Training."

- Denis Fraisse, Wackerli Volkswagen

"Dear Mr. Perry, I just wanted to send a quick thank you for your time and expertise during the recent Service Process Management class that was held in Jessup, Maryland. It takes a certain dedicated individual like yourself to present such a class act to group of people who may think they have all the answers. No matter how long anyone is in this business, it never hurts to get a different look at the trials and tribulations that we all face on any given day. I hope to have the pleasure to be a part of any future presentations that you may be involved in."

Neil Berger, Service Manager, Piazza VW of Ardmore

"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

Clients

Audi	Volkswagen of America	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	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: 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.

BTS Launches Porsche Global Certification Program for Porsche Cars Canada

BTS played a critical role in helping launch the Porsche Global Certification System for Porsche Cars Canada, but for BTS project manager, Julie Cassell, the process began months before the Program launched. Julie was tasked with the duty of making all of the preparations for the 5 day program held in Toronto and Vancouver, handling everything from audio visual requirements to meal selections and reservations for 38 Porsche Cars Canada Sales and Service Professionals.

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.