To enhance the customer experience and create loyal advocates of our products and services, in 2013 the Group continued to develop training opportunities as well as skills assessment and certification of salespeople and technicians.
Focusing on these areas helps to grow the quality of service offered by dealerships as well as their operations and product-related knowledge.
Unetversity, the Fiat Group Automobiles (FGA) training school, and Chrysler Academy, the Chrysler Group training organization, standardize skill levels across the network, and offer targeted training paths to over 170,000 dealership personnel, sales and after-sales professionals and technicians worldwide. In 2013, more than 6.3 million hours of training was provided worldwide. A variety of learning needs are addressed for technical and sales issues faced by the network, such as customer relationship management processes, product and vehicle systems knowledge, and environmental and safety features of the Group’s vehicles. Furthermore, technician training is focused on diagnosis, maintenance and repair techniques for fuel-efficient gasoline and diesel engines, as well as techniques for servicing and repairing vehicles that run on electricity or compressed natural gas.
In 2013, continued progress was made in the area of online training and performance supported through internal multimedia platforms. The knowledge and information was readily accessible to everyone in the network, saving time and money and limiting the environmental impact of travel.
In 2013, Chrysler Group increased the number of Virtual Classroom training sessions by 27% in the NAFTA and LATAM regions as well as in the EMEA region, which, along with the already-available video streaming, expanded the delivery methods used for training.