Mack Mack
Mack Mack

COURSE CATALOG

Welcome to the Mack Trucks Academy Course Catalog. Click on any functional area to explore complete course listings and session descriptions.

Functional Areas

The Mack Trucks Academy Development Guide provides direction to learning and development content across five core functional areas: Parts, Sales, Service, Technical, and Warranty. Find courses aligned with your role at a Mack dealership by clicking on the links below.

Sales501088: Mack Sales CEM: Addressing Feedback and Monitoring Performance

Mack Sales CEM: Addressing Feedback and Monitoring Performance

The keys to successful customer experience management are the ability to quickly and concisely sum up your organization‘s current CEM status and evaluate improvement opportunities. We use Qualtrics for instant access to customer survey responses that result in tickets, to address responses directly with customers and to manage the tickets to closure. This course focuses on managing, tracking and analyzing your organization’s current and trending feedback and statistics.  

By the end of this course, you will be able to:

  • Navigate to your assigned tickets in Qualtrics
  • Update and close tickets once they are resolved
  • Navigate the Sales and Delivery dashboard to view your dealership’s summarized data

Training type: eLearning

Your ability to view this course in Navigator may be determined by prerequisite completion or curriculum availability. Visit Navigator for more information.

Open in Navigator

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.