DETROIT –

Dealership service departments are a crucial aspect of customer retention and loyalty and they also serve as a key area for potential trade-ins to flow in. In other words, dealership technicians need to be on top of their game. 

For General Motors dealers, the GM Technical Assistance Center handles thousands of calls from dealership technicians every day, a recent post on the Faces of GM blog explained.

And the center touts nearly 200 GM Technical Assistance Center (TAC) agents.

So, what are dealership technicians calling about? Basically, the GM Technical Assistance Center asks as an expert hotline, answering questions on how to handle "specifically complex service issues."

In the recent post on the blog, Faces of GM, the automaker highlighted one of the experts behind the system: Jim Van Dyke, senior team leader at TAC. 

GM officials explained, “The technicians picking up the phones offer solid guidance because they receive continuous training from people like Jim Van Dyke.”

Van Dyke offers hands-on training for TAC agents under the philosophy. “If you haven’t done it yourself, how are you going to help somebody do it?”

For more from Van Dyke on training for TAC agents and what goes into this hotline system, see the video below.

 

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