Volvo learns business magic behind Disney

Volvo is working with Disney to boost customer service skills among its
dealership staff. Top-performing UK dealers went on a behind-the-scenes tour in
Orlando earlier this year to compare their own customer service practices with
Disney’s renowned service culture.

The benchmarking study trip became the "catalyst" for a major
customer service programme launched at the end of April called Performance
through People, says Russell Holloway, Volvo Car UK’s quality and customer
satisfaction manager. As part of the programme, consultants from the Disney
Institute will head up leadership seminars for all UK dealer managers, sharing
the ingredients of Disney’s success – what Holloway calls the "business
behind the magic."

"They are brilliant at delivering a customer experience and brilliant
at delivering it consistently," he said.

Building on Disney’s work with Volvo’s leaders will be a six-week programme
for all dealership staff to inspire confidence and pride in the Volvo brand
followed by in-dealership activities encouraging staff to reflect on what Volvo
means for them and what they can do to support the aims and objectives of a
service culture.

The Performance through People programme will run alongside other
initiatives to improve customer satisfaction in Volvo’s 40 dealerships across
the UK. Just last year Volvo Cars UK scooped a global group award for its
dealer development consultancy process, which sees a team of internal
consultants help lower-performing dealerships implement a process of structured

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