Client and Participant Testimonials

"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
 

"Hi Sally,

I had committed to raise my CSI by 5%... at this point since class I have been able to actually raise it 10% from last month, the class really helped!

Thanks!"



John - Murrieta VW
 

"Beverly, I'm the Parts Director at Audi Jacksonville and Volkswagen of Orange Park and I just want to say THANK YOU for the work you are doing with our training now. I've been the Audi parts game for 11 years and can count on one hand the number of times my employees have said they actually got something out of training class. Both of my guys Patrick O'Grady and Sean Haning have taken the Premium Consulting class this year and have raved about it. I'm taking it next Thursday and Friday and am really looking forward to it. Again, thanks, it's nice knowing their time away from the dealership was not wasted."

Regards, Craig Reaves
 
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Case Study: Customer Satisfaction - BTS Helps Move the Needle

Tuesday, January 19th, 2010 at 9:12 am

In 2009, 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 to develop and deliver customer satisfaction training to their retail and wholesale personnel. When the JD Power CSI scores were released for the 4th quarter, the results were positive across the board. The focus on customer satisfaction will continue throughout 2010 and BTS looks forward to helping our clients develop and maintain a satisfied customer base.

 

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Case Studies

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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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.
Read more...
 

Case Study: Customer Satisfaction - BTS Helps Move the Needle

Tuesday, January 19th, 2010 at 9:12 am

In 2009, 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. 
Read more...