Comments are closed. Volvo learns business magic behind DisneyOn 1 May 2004 in Personnel Today Previous Article Next Article Volvo is working with Disney to boost customer service skills among itsdealership staff. Top-performing UK dealers went on a behind-the-scenes tour inOrlando earlier this year to compare their own customer service practices withDisney’s renowned service culture. The benchmarking study trip became the “catalyst” for a majorcustomer service programme launched at the end of April called Performancethrough People, says Russell Holloway, Volvo Car UK’s quality and customersatisfaction manager. As part of the programme, consultants from the DisneyInstitute will head up leadership seminars for all UK dealer managers, sharingthe ingredients of Disney’s success – what Holloway calls the “businessbehind the magic.” “They are brilliant at delivering a customer experience and brilliantat delivering it consistently,” he said. Building on Disney’s work with Volvo’s leaders will be a six-week programmefor all dealership staff to inspire confidence and pride in the Volvo brandfollowed by in-dealership activities encouraging staff to reflect on what Volvomeans for them and what they can do to support the aims and objectives of aservice culture. The Performance through People programme will run alongside otherinitiatives to improve customer satisfaction in Volvo’s 40 dealerships acrossthe UK. Just last year Volvo Cars UK scooped a global group award for itsdealer development consultancy process, which sees a team of internalconsultants help lower-performing dealerships implement a process of structuredchange. Related posts:No related photos.