Western Branch Diesel “3D” Customer Service Training

Western Branch Diesel, Inc. has implemented a year-long program reinforcing our continuous push towards excellent customer service. This program is proudly referred to as 3D: DISCOVER, DEVELOP, DELIVER. The program kicked off with a day-long training session in Richmond, VA, and South Charleston, WV during October of 2012 with 92 Parts, Service and Sales team members participating from all nine branch locations. The 3D training program trained and reinforced the WBD team on customer etiquette, offering customer solutions, associative selling and follow-through on customer commitments.

As part of the post training reinforcement, WBD will be conducting mystery shopping calls to each branch location. This process will continue for 12 months. Each branch has a 3D management champion team to assist in implementation of the program. The management champion team has access to a website in order to listen to the recordings and view the scorecards for each call. Each month, the champion teams will meet and discuss the previous month’s calls. Afterwards, they will hold a luncheon with all branch associates who participated in the training and talk about ways of improving future customer calls.

The program has started off with an excellent showing. Thirty-seven mystery calls were made to start the program during the month of November and scores have been well above average.

We are excited about this program and how it can enhance our ability to provide the best possible service to our existing customers and our new customers.