Join us in this insightful Facts Not Feelings episode dedicated to moving the automotive industry forward with Corey Smith, National Fixed Ops Training Manager for APCO Holdings. In this service-focused discussion, learn why customer service training is critical for dealership service departments. Discover practical tips for gaining staff buy-in on new processes and effective methods to track training effectiveness.In this episode, we dive into:- Strategies for building cross-department collaboration- Breaking down negative stereotypes between departments- Actionable advice for overcoming resistance to change- Techniques to maintain training momentum- Developing empathy in your staff for delivering exceptional customer experiences? Don't forget to subscribe to our channel for more episodes that aim to innovate and inspire within the automotive sector. Hit the bell icon to stay updated!? Like this video if you find these insights valuable and share it with colleagues who could benefit from these strategies.Main Takeaways 1. Quality customer service training is critical for service departments. Advisors need to be trained on how to properly greet customers, set expectations, communicate clearly, and deliver excellent service. This builds trust and loyal customers.2. Involving staff in developing training processes leads to greater buy-in. Asking technicians, advisors, etc to help build the training playbook gives them ownership in the process.3. Breaking down negative stereotypes between departments requires empathy and crossover experiences. Having salespeople shadow advisors or vice versa helps build understanding between silos. Working together as one team benefits the customer.Connect ?Corey Smith: https://qrcc.me/rzwkgsjg6t7l BZ Consultants Group: https://qrco.de/bcqqFo     Apple?️ https://apple.co/3DYjWN0 Spotify ? https://spoti.fi/3DNNgFI   Youtube ▶️ https://bit.ly/3jDwPoOChapters0:00 Introduction1:29 Why customer service training is critical 2:58 Key principles to excellent service 5:23 Painting a picture for customers 6:18 Slow down to speed up8:28 Common weaknesses and how to overcome them15:16 Acknowledging Mistakes and Collaborative Solutions17:43 Building empathy in staff 20:25 Maintaining training momentum23:16 Tracking training effectiveness27:58 Managing staff resistance31:05 Getting veteran staff buy-in 32:40 Involving staff in developing processes34:17 Breaking down department stereotypes  42:12 Key takeaways53:05 Lightning Round