Tenneco Helps Drive Industry Collaboration By Hosting Essential Training Programs At Technical Schools

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Tenneco Helps Drive Industry Collaboration By Hosting Essential Training Programs At Technical Schools

Popular Monroe and Walker programs help connect industry partners with students and provide critical undercar education.

Counterman Staff
By Counterman Staff
Published:

MONROE, Mich. — The Monroe Ride & Drive seminar and Walker Emissions Control Diagnostics workshop are two popular training programs developed by Tenneco to help drive improved shop efficiency and improve the consumer experience. New this year, the program now provides a venue for industry parts professionals and technicians of the future to connect while learning about vital vehicle systems and repair diagnosis procedures.

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“The Monroe and Walker training programs provide a solid springboard for you to speed repair times, accurately diagnose worn components, connect with customers to explain complex repairs and more,” said Chuck Osgood, manager of training and sales operations, North American aftermarket, Tenneco. “Shop owners and service and parts professionals also will have an opportunity to connect with the next generation of technicians this year.”

The 2014 schedule includes visits to technical schools like Universal Technical Institute, WyoTech, Lincoln Technical Institute and others. “We’ve also made it easier for our trade partners to participate by combining the programs in certain markets and extending the visit to several days,” Osgood said.

New for 2014, the Monroe Ride & Drive program will include a weekly sweepstakes, giving participants a chance to win a 40-inch Sony HDTV by completing a simple eight-question quiz at www.TennecoTraining.com.

The Monroe Ride & Drive program was designed to help improve replacement diagnoses and help drive confidence when recommending ride control components to consumers.

The Ride & Drive program vehicles prominently feature the brand’s “Everything Gets Old” messaging, reminding participants that ride control components eventually wear out and need to be replaced like other, more visible consumer products.

The Ride & Drive program also features instruction on innovative undercar technologies and an exclusive, hands-on ride and drive experience. This behind-the-wheel session allows attendees to explore the ride and handling differences in new versus worn ride control components and features new vehicles for 2014, including a pair of 2009 BMW 328i sedans, 2011 GMC Acadia SUVs and 2011 Chrysler Town & Country minivans. The program is now in its 13th year and is free to participants.

The Walker Emissions Control Diagnostics workshop teaches valuable strategies for effectively diagnosing emissions control and drivability repairs. Providing a strategic foundation in advanced engine management and emissions control diagnostics, the program places significant emphasis on diagnosing catalytic converter failures.

The course is taught by experienced ASE-certified Master Technicians with L1 certification and includes an intensive 3.5-hour classroom session and possible interactive lab demonstration. The cost is $70 per person.

For the complete training program schedule, please contact your Tenneco supplier, visit http://www.monroe.com/en-US/events/ for the Monroe Ride & Drive schedule and http://www.walkerexhaust.com/events for the Walker Emissions Control Diagnostics workshop schedule, or call (800) 304-8878.

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Customer Service: How It’s Done

Customer service should be your number one priority, and it all starts with the greeting.

Eric Garbe
By Eric Garbe
Eric Garbe is a graduate of Columbus State Community College with a degree in Automotive Maintenance Technology. He has extensive independent and dealership field experience as a technician and shop owner and is an ASE Certified Master Technician and former Adjunct Automotive Professor. He has been professionally writing automotive technical articles and documents for many years and in his free time enjoys restoring old cars and creating custom interiors and upholstery.
Published:

This is always an important topic to discuss, because I consider excellent customer service one of the most important tools you can have to earn trust, respect and repeat business from the customers that come through your door. Whether that customer is do-it-yourselfer from across town or the professional repair shop across the street, your business depends on a solid relationship.It’s a subject that I am passionate about, and it’s one that many people are losing touch with. Whether you are communicating to someone in person, on the phone or using some type of social media, good customer service and bad can both exist. You can’t afford the latter, so this is the first in a series of topics which can and should be shared from the front of the shop to the back. No matter which role you hold, you represent the shop and yourself. Customer service should be your number one priority.First on the list is the greeting. From the second a customer walks in the door, they need to know you appreciate them coming in and how important they are to your business. First impressions are everything and here’s the correct way to do it each and every time: look them directly in the eye, smile and say hello!Of course, you can say “Good morning” or “Welcome to Joe’s Autocare,” but it should be a formal greeting and the most important thing is that you have smiled, looked them in the eye and recognized that they have walked through the door.You should always retain a formal greeting until you are on a first-name basis with a customer. Only once you have established that level of relationship is it OK to use the less formal greeting of “Hi,” followed by the person’s name.This greeting does more than just indicate respect and appreciation for someone walking through the door. Most likely there are customers both new and old who are in earshot of your conversation. For newer customers, this continues to build rapport and reinforce their positive view of your shop; they see that you demonstrate respect and treat everyone in the same manner. For repeat customers, even ones that have been coming for years, the greeting is important because the way you treat them is the reason they continue to come.And when a long-time customer comes in and you greet them with “Hi [First Name],” this indicates your appreciation for them and that you’re glad to see them as a person, more than just a customer. New customers that witness this will see that your repeat customers are comfortable enough to be on a first-name basis, another indication of the trust they have in you.

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