Course 1: The Basics of Soft Skills 

Objectives:

• Understand the difference between open-ended and closed-ended questions.

• Recall strategies to improve communication through Active Listening, Word Choice, and Tone.

• Demonstrate the use of empathy statements.

Overview:

The Basics of Soft Skills course covers the impact of soft skills, such as communication, on the customer experience and strategies to help improve your soft skills. Soft skills include interpersonal (people) skills, communication skills, listening skills, time management, and empathy, among others. These skills allow you to build a rapport with the customer and present a positive impression of the Luxury Automotive brand.

As a case manager, you will communicate with Luxury Automotive customers over the phone and email. In this course, you will learn how soft skills impact the customer experience and effective strategies to help improve your soft skills. You will also learn techniques to help improve your soft skills. Mastering soft skills gives you the ability to create an excellent customer experience for Luxury Automotive customers and allows you to be more effective in your role, possibly even raising those Quality Assurance (QA) scores!

All activities included in this course are necessary for your success. Please provide thorough and thoughtful participation.

Course Lessons:

1. Active Listening

2. Word Choice

3. Voice Tone

4. Empathy

5. Effective Questioning

Assessment:

1. This question type is answered with a yes or no or a specific piece of information.

   1. Close-ended Question

   2. Clarifying Question

   3. Open-ended Question

   4. Verifying Question

2. Which step is part of the Active Listening process?

   1. Sit Up Tall

   2. Being Supportive and Professional

   3. Avoid Trigger Phrases

   4. Withhold judgment

3. Short Answer: Statements that may annoy or upset customers.

   1. Trigger Phrases

4. List the four ways to improve your voice tone.

   1. Avoid being monotone

   2. Smile

   3. Sit up tall

   4. Watch your pace

5. Which is an example of an Empathy Statement?

   1. That must have been horrible.

   2. I am sorry that happened to you.

   3. If that happened to me I would be angry too.

   4. That is a shame. 

Course 2: Talk the Talk: Advocacy

Objectives:

• Understand the importance of advocacy.

• Recall how to advocate for customers, retailers, and the JLR Brand.

• Recall advocacy statements.

Overview:

As a case manager, you have the unique role of advocating for everyone all at once.  The balance of fighting for the customer, partnering with dealerships, and positively representing Luxury Automotive during each interaction may seem daunting, but we've got you covered!  

In this course, you'll learn how to “talk-the-talk” when it comes to advocating for customers, retailers, and the Luxury Automotive brand.

Course Lessons:

1. What is Advocacy

2. Talk the Talk - Practice Scenarios

Assessment:

1. Understanding how you, the customer, and the retailers work together to make up the JLR family will prepare you to be an ___________ when necessary.

   1. Advocate

2. Advocacy is about going ____________ to help our customers.

   1. Above and Beyond

3. Advocacy statements are similar to empathy statements, but advocacy shows customers that you will take an ____________ in understanding and resolving the issue.

   1. Active role

4. Which is an example of an Advocacy Statement?

   1. I'll keep you informed as we work to get this resolved.

   2. Yes, I see the repair you are speaking about.

   3. I am sorry that happened to you.

   4. Congratulations on your new vehicle!

5. Ms. Fensby is having difficulty locating her Vehicle Identification Number (VIN).  Which options below would demonstrate advocating for the customer? Select all that apply.  Advise the customer to:

   1. Call their retailer.

   2. Check the driver's side vehicle door.

   3. Check the Vehicle Title.

   4. Call their insurance company. 

Course 3: Effective Questioning

Overview:

The Effective Questioning course introduces you to ways you can guide conversations and get information more efficiently using specific types of questions. This skill is essential in your role and communicating with Luxury Automotive customers, retailers, and your peers. Using the right questions can help you get the information you need to quickly solve a problem.

Effective questioning is a technique that uses different types of questions to intentionally guide a conversation and gather information as efficiently as possible.

Course Lessons:

1. Types of Questions

2. How to Ask Questions

3. Scenario-Based Practice

Assessment:

1. Which are examples of a laser-focused approach to asking questions? Select all that apply.

   1. Think before you ask

   2. Ask a lot of questions

   3. Ask limited number of questions

   4. Ask questions in strategic order

2. The order in which you ask your questions can have a significant impact on a conversation. Arrange in chronological order which questions you would ask when applying the Question Funnel approach?

   1. Open-ended - 1

   2. Clarifying - 2

   3. Closed-ended - 3

3. This type of question allows you to ask for further explanation or confirmation when the situation or request is unclear. 

   1. Clarifying

   2. Open-ended

   3. Verifying

   4. Closed-ended

4. This type of question allows you to obtain specific information required to respond to a situation or request. These questions are typically asked at the beginning of a conversation before we are able to assist someone.

   1. Clarifying

   2. Open-ended

   3. Verifying

   4. Closed-ended

5. This type of question allows someone to respond with a short answer. These questions are typically used to gather specific information and maintain call control.

   1. Clarifying

   2. Open-ended

   3. Verifying

   4. Closed-ended

Course 4: Fight for Your Customer

Overview:

As a case manager, you'll often hear the reminder to "fight for your customer." But what does fighting for your customer look like? Are boxing gloves involved? A shiny championship belt? In the Fight for Your Customer course, you'll get the answers to these questions and more!

When you hear the word "fight," what does it make you think of? Someone throwing a punch? An army charging into battle? Two animals engaged in combat?

Typically, these are the images that appear in our minds. However, when we say that you should "fight" for your customer, we aren't saying that you should start throwing punches or take up arms. Rather, we are referring to a different definition of this word.

Merriam-Webster puts forth two main definitions of the word "fight" - to contend in battle or physical combat and to put forth a determined effort. The second definition is the perfect description of what we mean when we say that you should "fight for your customer."

Course Lessons:

1. It’s In Our DNA

2. Two Very Different Experiences

3. Moving Forward

Assessment:

1. List the six traits that make up the Case Manager DNA.

   1. Empathy

   2. Proactive

   3. Accelerate

   4. Advocate

   5. Keep Customer Promises

   6. Inform

2. Which of the following is a good example of fighting for your customer? Select all that apply.

   1. Doing as much research as you can prior to making a phone call to the dealership.

   2. Giving the dealership an extra day to respond to your message.

   3. Asking someone to gather the information and get back to you whenever is convenient.

   4. Making sure the customer's concerns are adequately documented in the case notes.

   5. Focusing all your attention on one thing at a time.

   6. Discussing whether we can offer assistance to a customer who would normally be denied due to extenuating circumstances.

3. Match the actions on the left to the Case Manager DNA trait on the right.

   1. Letting the customer know they are not alone. - Empathy

   2. Seeking out additional resources while waiting to hear back from someone. - Proactive

   3. Making sure the dealer is moving forward with repairs while you work on securing funds. - Accelerate

   4. Explaining the customer's situation to your supervisor to see if an exception can be made. - Advocate

   5. Following up with the customer on the scheduled date. - Keep Customer Promises

   6. Letting the customer know what you discussed with the dealership. 

Course 5: Proactive Thinking

Overview:

Have you ever heard that being a proactive thinker is an important part of a great customer experience? Whether you have or you haven't, this course gives an overview of what proactive thinking is and how you can be a proactive thinker.

Being proactive can bring peace of mind, efficient case handling, and a better customer experience. These all affect you directly through your experience at work and your Quality Assurance (QA) scores.

The word proactive is often tossed around in the workplace with little context.

Have you ever been instructed to “be more proactive?” Have you wondered what that really means? This is the critical question that never seems to get addressed—and it’s why so many professionals struggle with the concept.

Course Lessons:

1. Understanding Proactive Thinking

2. How to Think Proactively

3. Show What You Know

4. Resources

Assessment:

1. Which of the following are ways to intentionally be proactive? Select all that apply.

   1. Be prepared and participate in meetings.

   2. Ask forward-thinking questions.

   3. Provide updates only when asked.

   4. Ask for feedback regularly.

2. List the three behaviors of proactive thinkers.

   1. Interact

   2. Anticipate

   3. Collaborate

3. What does it mean to be interactive at work? Select all that apply.

   1. Ask Questions

   2. Stay Focused

   3. Maintain a Strict Calendar

   4. Suggest Ideas

   5. Think Beyond

4. List three skills you can practice to improve in the areas of being a proactive thinker.
   Possible answers include:

   1. Recognize Patterns

   2. Think Like a Customer

   3. Set Reminders

   4. Create Multiple Plans

   5. Keep a Calendar

5. Proactive collaboration relies on which two items. Select all that apply. 

   1. Active Listening

   2. Being Open-Minded

   3. Continue Learning

   4. Good Communication

   5. Understanding Expectations

Badge Awarded:

Badges are created using Canva and will be awarded to agents upon completion of each course. There are five tiers within each module (copper, bronze, silver, gold, and diamond). In order to reach each tier, agents must complete one course. For example, to get the copper badge, agents must complete one out of the five courses. To get the bronze badge, they must complete a second course, and so on. In order to achieve the gold and diamond badges, agents must also show improvement in their scores for both call monitors (gold and diamond) and customer satisfaction scores (diamond only). Badges will be able to be added to email signatures and after IT assistance, there will be a dedicated space on the team’s SharePoint site to view everyone’s badges.

Overview:

Delve deep into the world of automotive engineering with our comprehensive module on Luxury Car Models. Explore the intricacies of vehicle design, from the sleek curves of sports cars to the robust construction of trucks and SUVs. Gain insight into the latest trends in automotive technology and discover how different car models are engineered to meet varying consumer needs. The Car Model module is a comprehensive guide that covers all aspects of vehicle design and engineering. From classic vintage cars to the latest electric and hybrid models, this module explores the history, technology, and performance of a wide variety of automobiles. Participants will learn about the principles of automotive design, manufacturing processes, materials, and technologies used in the production of different car models. Through interactive learning activities and engaging content, participants will gain a deeper understanding of the evolution of car models and how they have shaped the industry. By the end of the module, participants will be supplied with in-vehicle technology. Upon completion of the module, participants will take a multiple choice quiz and will know how to effectively explain and identify the various car models, technology, and troubleshooting techniques. The goal is to give one-of-a-kind customer service within and outside of the company (coworkers and customers). 

Overview:

In the infotainment module, participants will be taken through five different courses that focus on key areas of the infotainment ecosystem that will help elevate participants into a SME. Issues with the infotainment ecosystem are the number one call driver into the Customer Relationship Center (CRC) and therefore require specialized attention. Courses within this module will include in-vehicle-specific features (expanding further than information reviewed in new hire training), in-vehicle-specific features troubleshooting, mobile application features, functions, and troubleshooting, internal systems used to troubleshoot and resolve issues, and subscription renewal systems and troubleshooting. The end of each course will require participants to pass an assessment before being awarded their badges. Since these types of calls typically result in case creation, along with improving their call monitor scores to achieve the gold and diamond badges, participants will also have to show improvement in their case progression audits (a process designed to ensure agents are creating, progressing, and resolving cases correctly and efficiently).

Overview:

In today's competitive business landscape, building and maintaining strong relationships with customers is essential for sustainable growth and success. This comprehensive training program is designed to equip the company employees with the necessary skills and knowledge to enhance customer relations effectively. Through a combination of interactive workshops, practical exercises, and real-world case studies, participants will develop a deep understanding of customer needs, communication techniques, and strategies for building long-term customer loyalty. To ensure the effectiveness of the training program, participants will be evaluated through assessments, feedback surveys, and real-world performance metrics. Follow-up sessions and resources will be provided to reinforce learning and support ongoing skill development in customer relations. By investing in this training program, it can empower employees to cultivate strong customer relationships, drive customer satisfaction, and ultimately contribute to business growth and success in today's dynamic marketplace.

Overview:

In the Documentation course, participants will learn how to accurately document customer interactions using their Customer Relationship Management (CRM) system. When documenting customer interactions, there is specific information that is important to include in the call: who called, reason for the call, solutions that were offered to the customer(s), and how the call ended. If another department was needed to assist or take over the call, that information should also be documented in the event the customer calls again with the same concern. Participants will also learn how to navigate the CRM and will be provided suggestions on how to swiftly document customers’ concerns, like using a word document initially to type any and all information in the event the CRM freezes during the customer interaction. Participants will work their way through role-play scenarios, testing their knowledge of what information should and should not be documented during the customer interaction. Upon completion of the module, participants will take a multiple choice quiz and will know how to effectively use the CRM, how to document customer calls, and how accurate documentation can affect others in the workplace.

Overview:

Not every person can be a leader. Leadership is not dictating what someone should or should not be doing. It is not micromanaging a project that the “Leader” should have just completed themself. Luxury Automotive is committed to fostering leadership development and promoting within.  The Leadership module isa five module course that is based on how to train and the performance of the trainees after being released by the trainer. Courses will focus on developing strong leadership skills such as coaching, delegation, problem solving skills, decision making, and more. In addition, individuals can achieve this badge by completing approved professional development. Luxury Automotive knows that learning is a continuous process and to keep up with competitors, we must continue to grow within our leadership team with professional development.