We developed this program for Audi/Volkswagen Corporate Service Training. The program was comprised of two modules: (1) Getting Good Information from Service Advisors and (2) Diagnosing and Solving Customer Problems.
The materials I wrote included a workbook, a leaders guide, and a series of mini-dramas on audio tape to demonstrate the right and wrong way to handle customers. To make the dramas as authentic as possible, we got together a group of service managers and drawing on their experience, we asked them to improvise common situations they encountered on the job. These role plays were taped and transcribed. Working with the transcripts, I developed scripts for eight different scenarios. I then hired members of a local improvisional troop (their readings added a measure of sponeaneity) to bring the scripts to life. The total training package was well received by mechanics in the field.