Mack CEM: An Introduction to the Service Experience
An introduction to the Customer Experience Management (CEM) process and the basic concepts that form the underpinnings of successful dealership CEM. Upon completion, the participant should be able to:
- Define CEM
- Explain how CEM can influence service department performance
- Define and Explain NPS and the three key drivers
Training type: OLT
Your ability to view this course in Navigator may be determined by prerequisite completion or curriculum availability. Visit Navigator for more information.