VW dealers learn how
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• Question: what takes 3.2km of name tags, 8,181 litres of tea and coffee, 0.3 tonne of biscuits, and 4.5 tonnes of course books? Answer: Volkswagen's 'customer first' course, costing over £2 million, which all staff and MAN-VW dealers are attending.
The course is almost half finished in the UK, and is taking place simultaneously throughout Europe. The two-day programme of instruction in putting the customer first was devised and is run by psychologists.
VW UK is ahead of Europe with two-day courses taking place all over the country. The results appear to be encouraging, and follow-up surveys will be employed to check the retention of the information by course participants. The company has also employed a market research organisation to buy VW vehicles incognito and to perform customer surveys after they have purchased a vehicle commercial.