Podcast | Revamping a Customer Service Training Program (with Jason Johnsey of FullSpeed Automotive)
Having grown to more than 900 locations, including company owned, franchise, and licensees, FullSpeed Automotive recently rolled out a new training program that puts a greater emphasis on the customer experience and consistency from shop to shop. At the forefront of this launch is Jason Johnsey, the company’s director of training and development. Johnsey joins the NOLN Podcast to dig into FullSpeed’s mission to revitalize its customer experience, collecting data on where improvement was needed, the importance of listening to both guests and internal feedback, and what the company hopes to accomplish with its revamped training initiative.
Johnsey also shares tips for how shop operators can evaluate their own customer experience and determine whether its time for a tune up their protocols.
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About the Author
Tom ValentinoTom Valentino
Editor
Tom Valentino is the editor of National Oil and Lube News. A graduate of Ohio University, he has more than two decades of experience in newspapers, public relations and trade magazines, covering everything from high school sports to behavioral health care. Tom’s first vehicle was a 1990 Mazda 626, which he used to deliver pizzas in the summer after graduating high school. Today, he drives a 2019 Jeep Compass, which usually has a trunk full of his daughter’s sports gear. In his spare time, Tom is an avid Cleveland sports fan and a volunteer youth sports coach.
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