Subaru’s knowledge ‘top up’

Despite the continuing uncertainty during the current economic climate, Subaru continues to surge ahead with initiatives to keep its network ahead of its competitors.

The ‘S’ Drive is a web-based programme designed to provide its dealers with the latest product developments and information about the Subaru brand. It is one of many new initiatives designed to help dealer staff deliver the very best customer service locally, thereby not only keeping existing Subaru owners happy but also winning new business through word of mouth recommendation.

The objective of the S Drive programme is to improve overall performance through increasing morale and motivation, by encouraging consistent performance across all key measures.

One of those key measures is excellent product knowledge, giving the dealer an enormous advantage over the competition. The S Drive can be used to build an understanding of the Subaru brand, provide information on the latest training courses and give users the opportunity to communicate directly with Subaru senior management via a unique “Ask the board” chat line.

Subaru is looking to engage all dealer staff, irrespective of their individual responsibilities, on the basis that it is the whole team that makes the difference from a customer perspective. Dealer staff can earn special recognition for “going the extra mile” and exceeding a customer’s expectations when faced with a problem or a cry for help. In addition those who score well in product knowledge quizzes can earn the user ‘Fujis’, the S Drive currency. Each Fuji is worth £1 and can be redeemed against fantastic prizes, including gift vouchers and sailing weekends, from an online gift catalogue.