Nissan has launched a new training academy to raise the company’s customer service standards in multiple markets. True to its tagline of ‘Innovation that Excites’, the academy will specialize in providing tailor made staff training programs for customer service staff. The academy is located in the company’s Training Center that was set up at its headquarters in Dubai in 2008. Over 2000 people have attended courses at the training center in the past years.
The new Academy will function as part of Nissan’s Dubai Training Center, and will provide courses in several languages for the convenience of the trainees. Depending on the complexity of training and the nature of the job, courses will vary in duration. A sales advisor may be advised to attend a course for one year while managers may need to attend a course for two to three years, depending on the qualification that needs to be acquired.
Commenting on the new academy Samir Cherfan, Managing Director of Nissan Middle East said that Nissan already has the staff with the best training in the business, but the company is going one step further in the pursuit of excellence. Giving staff further training will result in a better deal for everyone as it would ultimately enhance the skills of the staff and enhance customer experience. More expert staff will translate into greater loyalty from customers.
According to reports published by the Industry Syndicate, Nissan’s Customer Satisfaction Index is higher than the industry average by 3 points and this is mainly because Nissan Middle East has made heavy investments in staff training.
The new Training Academy will provide staff with courses that will lead to key certifications for the roles of Sales Advisor, Sales Manager and Fleet Manager in addition to Front Line Coaching. It will provide as many as 26 different courses that have been customized for 18 different markets.
Before training begins, potential trainees will be carefully screened to ensure that the programs are a perfect fit for them.The courses will be conducted in partnership with industry experts who will assist with developing curricula and setting standards. The Academy will work closely with Nissan Sales Centers across its markets to ensure that the courses will be developed to cater to customer requirements. Even after the qualification has been received, Nissan will use interactive learning tools as part of the company’s Learning Management System for continuous feedback, assistance and assessment.
“As a result of this significant investment in our people,” continues Cherfan, “Nissan will have the highest calibre of expertise to benefit customers, whose needs will be catered for with better understanding than ever before. We only use industry ‘best practice’ and that’s globally, not regionally. It means we stand out as the best in what we do.”
Manju Mathew, an MBA in marketing, completed publisher training courses from the Oxford Brookes University and New York University. She started with marketing and PR roles before moving on to her current position as a full time writer. Currently living in Dubai, her life as an expat has sharpened her observation skills and flair for writing. She enjoys writing about luxury cars like Ferrari, Lamborghini, etc even if she can only dream of owning them.
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