Watch how X5 Management has helped Alberta-based truck dealership Stahl Peterbilt improve their sales and customer service processes.

Case Study #1:

Customer Issue: Desire to improve the customer service approach at Stahl Peterbilt (a full service truck/parts & service dealership) to secure customers.

  • Needed to define service standard within the dealership and for the organization as a whole in an increasingly competitive marketplace.
  • Required customer service training for all team members to unite and unify the team on one strategic direction.
  • Aspired to create a customer service culture that was superior within their industry.

The X5 Approach:

  • X5 conducted a customer service audit at Stahl Peterbilt.
  • Analyzed and made recommendations to customer feedback mechanisms and process as well as call centre procedure.
  • Facilitated a series of ongoing customer service workshops with all members of the Stahl Peterbilt team. (From the president to the
    receptionist.)
  • Workshop topics included defining remarkable service at Stahl Peterbilt, setting remarkable service standards, customer rapport building / effective listening techniques and conflict resolution.
  • 1 on 1 sales and customer service meetings with sales/customer service
    reps to support individual growth and development within Stahl Peterbilt.

stahl peterbilt testimonial

The Outcome:

  • Unified and unique service approaches that all team members recognize, understand and are willing to commit to.
  • Set customer service standards for the whole organization including call center and over the counter approach and customer follow up procedure.
  • A long-term, loyal customer base.
  • Best sales year in company history in 2014.

Check out testimonials from a variety of X5 Management clients, including Stahl Peterbilt.