Service Training Helps Lexus Regain Top Rating (2017 Case Study)

Training at Lexus on consistent service was driven by the need to update, engage, and provide its employees with the tools and resources necessary to provide an exceptional service experience for Lexus guests. “Service Consulting – The Lexus Way” was to be integrated across all dealerships as training for service consultants. A study of service department processes and how service consultants perform their jobs was analyzed from the customer’s viewpoint. Ricochet Partners assisted Lexus in designing an updated, successful training and certification program with interactive exercises, skills practices, role plays, and “storytelling” to sell in a transparent, customer-centered way. Lexus earned a Bronze Award for Best Certification Program in the 2017 Brandon Hall Group HCM Excellence Awards.