Steve Collier of Arriva Bristol Central has won the highly coveted UK Champion title at the Toyota 2002 Skills Award Competition for Service Advisors. The different disciplines within the After Sales Departments of Toyota’s UK dealer network take it in turns to compete to be the best of the best in their field of expertise in the annual competition.
A postal questionnaire was completed by over 100 Service Advisors throughout the country. The results were very commendable with the nine UK finalists all achieving over 90% scores. The top three entrants from each of the three sales regions made it through to the final phase held at Toyota (GB) PLC’s Technical and Training Centre at Salfords in Surrey.
"The final is an intense full-day competition designed to allow the Service Advisors to demonstrate their basic and advanced skills to the best of their ability," says John Hoole, Competition Co-ordinator. "We test the finalists on 10 different service disciplines from live role-play at the service desk to completion and explanation of Toyota's complementary Vehicle Safety Report."
The final included 20 minutes on each of the following work stations, assessed by a Toyota GB member of staff: live role-play at the customer service desk, warranty input exercise, telephone role-play, reception routine procedures task, interactive product and accessories test, three-stage vehicle hand-over process, written test based on customer experiences, component identification, quality control test, workshop planning exercise.
"Our industry remains under the spotlight for delivering quality service and it is through events such as the Toyota Skills Award that we can demonstrate how Toyota continues to deliver an unparalleled level of customer service," commented Mike Mead, After Sales Director for Toyota GB.
"The role of the Service Advisor is to ensure customers continue to aspire to own a Toyota and remain delighted with that choice. I urge each UK Finalist to use their outstanding skills in everyday practice and continue to be an excellent role model to their dealer network colleagues."
John Hoole, Competition Co-ordinator, added: "This year’s Skills Award UK National Final is the culmination of six months’ planning and work by a team of people from across Toyota. Without the commitment and support from the dealer network, it would not be possible to stage the event."
As well as the title of 2002 UK Champion Toyota Service Advisor of the Year, winner Collier will attend the Pan-European final held in Brussels to represent Toyota (GB) PLC. In early 2003 Steve will travel to Japan to carry the UK flag at the ‘Assembly of Champions’.
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