Stellantis Service Excellence Programme

Welcome to the

STELLANTIS
SERVICE EXCELLENCE

Programme

DELIVERING AN EXCEPTIONAL
CUSTOMER EXPERIENCE IN A

SERVICE ENVIRONMENT

Carlos Tavares
Chief Executive Officer

Welcome to the Manual

Congratulations. You have been selected to participate in the 2021
Stellantis Service Excellence programme. This programme has been
specifically designed to enhance customer experience and drive
excellence in the service environment.

EXCEEDING CONSUMER
EXPECTATIONS

TO CREATE A LEADING, SUSTAINABLE
AND DISTINCTIVE EXPERIENCE

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Content

Customer Engagement 4
Lead Management 6
Lead Conversion 8
Business Prioritisation 10
Dealership Preparation 12

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CUSTOMER
ENGAGEMENT

Adapting...

It is extremely important for dealers to quickly
recognise the lasting effect of Covid-19, how
they need to adjust and how best to engage with
customers. Customer experience is ever more
critical.
For any personal engagement, dealers need to
create confidence and demonstrate professionalism.
Personal wellbeing and safety are the new
prerequisites.
Dealers need to accept and proactively drive forward.
They need to outwardly demonstrate to customers
the new way of working.
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Changed Environment...

Dealers need to accept change as positive and
adapt. Less customer contact the new way to work.

• More remote communication – less
dealership footfall

• Digital engagement is now the main method
of building leads

• There will be a strong need to shorten time
at a dealership

• Both Customers and dealers are willing to
change

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LEAD
MANAGEMENT

Priorisation...

Renewed focus on new lead management
processes post Covid-19 will be essential in accurate
measurement of the true market lead opportunities,
enabling you to prioritise urgent key operational
enhancements such as staff levels, up to date staff
competencies, processes and resources at Head
Office and in the Showrooms, to make the most of
the interest shown by leads in the Brand.

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Customer Experience...

Can Call Centre staff convert digital leads in to
telephone appointments for the Sales teams?; can
your Showroom Hosts improve the consistency of
the welcome so that Customers feel safe?; Have
you improved and updated your administration
support and new handover processes for the new
post Covid-19 customer experience, resulting in
happier customer, higher sales and profitability?

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Customer Experience...

Customers enter the buying process in their
preferred order and via their preferred medium.
When a customer sees reason and sense in an
approach and develops empathy with both the
common sense of the reason and the person
delivering it, the desired outcome is far more likely
to be favourable. Why? Ultimately, decision making
is emotional. If we feel good and something “feels”
right, we act. If it doesn’t we delay commitment or
go elsewhere.

LEAD
CONVERSION

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Lead Engagement...

Coach revenue generating customer facing staff
how to engage with leads properly, compel them to
propositions and arguments that make sense and
re-assure them so that commitment is generated.

Isolate, measure and improve the performance in
specific scenarios…set pieces for specific KPIs
rather than simply trying to improve sales overall.

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AUTOMOTIVE DRIVEN

DELIVERING WORLD CLASS AUTOMOTIVE CONSULTING,
COACHING, TRAINING AND BESPOKE SOLUTIONS

Centro Consulting Ltd
Furness Vale Business Centre

Calico Lane,
Furness Vale,

High Peak,
SK23 7SW
United Kingdom
Call: + 44 1663 745994
[email protected]

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