A small group of Kia retailers is acting as a pathfinder for the importer’s new dealership training programme which is aimed at overhauling the franchise’s standards of customer service.

Once completed, it will leave dealership staff at every level with the knowledge and skills that will allow them all to deal with enquiries from customers in a professional manner.

“A vehicle technician, body-shop operative, even a valeter, should all deliver the same customer service as a sales person,” says Lyn Howden, Kia Motors’ training and development manager for dealer operations.

Howden has set a standard and appointed 14 dealerships as Kia Pioneers, who will help determine the training required. Once the Pioneers have presented feedback, training will roll out to the network in January with a series of one-day regional courses.