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Case: Training Customer Service Team Members at Valvoline Instant Oil Change
Valvoline Instant Oil Change provides fast, drive-through oil changes completed in 15 minutes or less, as well as other preventative automotive maintenance services such as flushing the radiator or changing the drive belt. Valvoline Instant Oil Change is known for providing high-quality training as evidenced by being recognized seven times as a Best Award winner by the Association for Talent Development (including a #4 ranking in 2019). Valvoline Instant Oil Change is experiencing rapid growth and currently has over 1,100 locations throughout the United States. The company wants to continue to provide exceptional customer service to satisfy customers and make them repeat clients. To do so, its talent development team wants to train its customer experience team on five critical elements for interacting with customers: Smiling when a customer arrives, waving when a guest leaves, opening car doors, introducing the manager, and responding "Happy to Help!" when a customer thanks them.
What technology-based training method would you recommend for training customer service team members? Why?
Briefly describe the learning features you would include and why you recommend including them.
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