In a recent AutoSuccess Executive Spotlight, host Brian Ankney interviews Bill Horgan from DealerPRO Training.
With over 23 years of dealership training experience, Horgan discusses adapting training methods to different generations and emphasizes the ethical responsibility of providing safe, reliable vehicles. The conversation delves into the pressing tech shortage issue in the industry, with Horgan proposing a technician career path training to attract and retain talent.
Horgan also shares insights on the evolving focus on customer service in service departments, the challenges of selling intangible services, and the impact of AI on predicting customer behavior and enhancing the service experience. Looking ahead, Horgan anticipates changes in technician training due to the rise of electric vehicles and foresees AI playing a significant role in predicting and addressing customer needs.
Watch the video above to learn more about this and more!