Award: Robert Bosch LLC Automotive Aftermarket Division, North America

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Awards

Robert Bosch LLC Automotive Aftermarket Division, North America Wins A 2015-2016 Auto Care Association Head Of The Class Award

Robert Bosch won the award in recognition of the company’s comprehensive, competency-based portfolio of education and training options, including leadership, professional readiness, technical/specialist, language and culture, role/function-specific training and associate/career development. The company offers a number of tools to support the ongoing skill development needed for an employee's current area of responsibility and future career growth, such as the Bosch GlobalNet intranet portal and Bosch Training Center.

Counterman Staff
By Counterman Staff
Published:
Auto Care Association

BETHESDA, Md. — Robert Bosch LLC, Automotive Aftermarket Division, North America was the recipient of the 2015-2016 Head of the Class Award in the large company category. The award is administered by the Auto Care Association Education Committee on behalf of the association to recognize companies that continually invest in employee education and training, and promotes the value and benefit that an investment in education and training provides to employees and their companies, as well as the entire auto care industry.

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Robert Bosch won the award in recognition of the company’s comprehensive, competency-based portfolio of education and training options, including leadership, professional readiness, technical/specialist, language and culture, role/function-specific training and associate/career development. The company offers a number of tools to support the ongoing skill development needed for an employee’s current area of responsibility and future career growth, such as the Bosch GlobalNet intranet portal and Bosch Training Center.

“Education and employee development have the full support from our leadership team,” said Nancy Andersen, key accounts manager, Robert Bosch LLC. “Being a recipient of the training has enabled me, along with my fellow Bosch employees, to hone our skills both personally and professionally.”

Andersen, along with Anthony Williams, senior human resources partner, and Tim Bruin, director, traditional-program distribution, accepted the award on the company’s behalf at the recent Auto Care Association Fall Leadership Days in Austin, Texas.

Winning companies were selected based on the education and training practices of the company, including what prompted the company to invest in training, the types of training accomplished, the initial goals, their experiences, results of the training and any future plans. Each winning company exhibits a dedicated and continuing investment in enhancing the quality and level of learning and skill development for employees in their companies.

Information on the winning programs is posted on the Auto Care Association website at www.autocare.org/headoftheclass. More information about these companies and their education initiatives will be featured in upcoming issues of Auto Care Insider.

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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.
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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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