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Industry News
Nissan Enhances Training for Its 200 Australian Dealerships
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Dublin, Ireland
WBT Systems, a provider of enterprise e-Learning solutions, announced that Nissan Australia is using the TopClass Learning Management System to power its learning initiative for the Nissan network of almost 200 dealers across Australia.
Nissan worked with WBT and its partner Advanced Visual Realities Australasia (AVRA) to implement the learning solution. Since rolling out TopClass, Nissan has been able to bring a level of consistency to the sales, technical and service training areas of the business. E-learning now supplements classroom training and means that the optimal learning blend is available to staff at all dealerships.
Learners are required to complete a number of online courses in addition to their classroom training. Online courses are focused around product knowledge, warranty training, sales process training and service process training. Learners can easily access these courses online via TopClass. Through the standards that TopClass provides, Nissan is able to offer consistency around its processes, policies and product information, something that is important and necessary to provide a high level of customer service.
Michael Carydias, Nissan’s manager of customer experience, is responsible for designing and implementing processes and programs around good customer service practices. He commented, “Classroom training is still an important element of Nissan’s learning, particularly where product and sales training is concerned. It’s vital that sales staff experience new Nissan models see them, drive them and touch them in order to sell them effectively. TopClass enables us to offer the perfect blend of online and classroom training to optimize our learning efforts.”
Another area in which Nissan has seen the benefit of TopClass is around tracking of learner’s training histories. Having the ability to store and track complete training information helps to overcome some of the problems associated with staff turnover. Often staff members will leave one dealership and take up employment at a different dealer location. Having access to the training history with a complete view of courses taken, tests and assessments, skills and certifications achieved with all tracking data associated with the employee is a huge bonus and dramatically cuts down on the administration burden for Nissan.
Commenting from WBT Systems, CEO Paul Dooley said, “TopClass is perfectly suited to the training needs of organizations like Nissan with a dispersed network of dealers or partners. It offers a central and accessible source for all learning and means that content is always consistent, available and accessible, regardless of location. We are delighted that Nissan Australia has incorporated TopClass into its enterprise training initiative and as a result is able to offer its dealers an enhanced learning experience.”
Nissan Australia has plans to extend the use of TopClass to include induction training and sales training for direct Nissan employees. The company also has plans to use the system to manage accreditation of dealership staff so that predefined levels of competencies are achieved. This will help ensure that the highest customer service levels are maintained.
For more info: http://www.wbtsystems.com
Executive Search
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Deloitte Touche Tohmatsu (DTT) is an organization of member firms devoted to excellence in providing professional services and advice. We are focused on client service through a global strategy executed locally in nearly 150 countries.
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