Client and Participant Testimonials

We had a rough start to April, starting at the bottom of our Area in CEI. When I returned from this class I emphasized to my co-advisor that we needed to give that little extra push and begin following up with customers. We've been doing a better job greeting clients as they pull onto the drive as well, walking out with their customer info in hand and rather than ask "what are we doing for you today?” we're telling them "we're going to be doing this for you today, correct?". We were surprised how many times this one simple thing brings a smile to a customer's face. Little things like this turned our April around, and we finished towards the top of our area! I guess I could at least partially credit this course with saving our April CEI!

Rob, VW

"Donna - I just wanted to thank you again for your presentation that you gave us in school. A lot of people can instruct a class, but you taught us a class, with great enthusiasm and a lot of knowledge. I wish I could have you at my store to pump up the entire store and get us going on a daily basis. Your teachings will go along way with me. Thank you again."

-Jeff Kammeier, Fixed Operations Director

"Sally, Just wanted to thank you for two days of very good training. Many good ideas came forward, now we need to follow through and get some of the implemented!"

Thanks again, Jörgen Weikert, Area After Sales Manager

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 has been working diligently with several clients, both nationally and internationally, to develop and deliver customer satisfaction training to their retail and wholesale personnel. When the JD Power CSI scores were released, the results were positive across the board. The focus on customer satisfaction will continue and BTS looks forward to helping our clients develop and maintain a satisfied customer base.

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Clients

Case Studies

Case Study: BTS Consulting Formulates Another Successful Business Strategy

The Northeast Region of Volkswagen tapped BTS Consulting & Training to facilitate a business development planning session with Dealer Tire. During this session BTS assisted the parties in:

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.

Case Study: Customer Satisfaction - BTS Helps Move the Needle