Bringing It All Together
This hands-on learning activity provides learners with a realistic dealership scenario that demonstrates how policies, processes, procedures, and standards work together to create a seamless and high-quality customer experience. In this interactive exercise, learners take on the role of a service advisor at a busy truck dealership and navigate the service check-in process for a customer, Jack.
Throughout the scenario, learners will identify which parts of the experience represent a policy, process, procedure, or standard, gaining a clear understanding of how these foundational concepts apply in real-world dealership operations. By actively engaging in this scenario, learners will see how following structured guidelines leads to efficiency, consistency, and customer satisfaction in their daily roles.
Training type: Study guide
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Questions?
Reach out to the Mack Trucks Academy team at academy-help@macktrucks.com to learn more about scheduling training. You can also check out the Development Plans to find specific certification level requirements.