Nissan launches new Training Academy

Nissan has once again underscored its commitment to excellence in customer service by launching its new and extensive Training Academy. True to its ‘Innovation that Excites’ manifesto, Nissan will be taking its already renowned levels of customer service to the next level with tailor made staff training programmes at its headquarters’ state-of-the-art Training Centre, which was opened in 2008 and, within four years, had seen its 2,000th graduate.

“At Nissan we already have the best trained staff in the business but our continuous pursuit of even higher standards means that we always go further than anyone else in the pursuit of customer excellence,” says Samir Cherfan, Managing Director of Nissan Middle East. “Through dealing with unparalleled expertise in every aspect of the ownership experience, our customers remain loyal to Nissan and extending the training programmes for our staff even further means a better deal for everyone.

“‘Innovation that Excites’ infuses everything we do, and that means constantly finding new and even better ways of doing things – it’s why Nissan Middle East has invested so heavily in its staff training and continues to do so. According to the Industry Syndicate, Nissan’s Customer Satisfaction Index is 3 points higher than the industry average, and that is testament to our efforts towards customer excellence”

The new Training Academy sees the enhancement of several key certifications in the roles of Sales Advisor, Sales Manager and Fleet Manager, as well as the launch of Front Line Coaching, bringing the total number of available courses to 26 for no fewer than 18 different markets.

Partnering with industry experts to provide dynamic, standard-setting training programmes and curriculums, Nissan does stop educating once a qualification has been attained. On the contrary, the company’s Learning Management System ensures constant assessment and assistance, with interactive learning tools that harness modern computing technology.

“As a result of this significant investment in our people,” continues Cherfan, “Nissan will have the highest calibre of expertise to benefit customers, whose needs will be catered for with better understanding than ever before. We only use industry ‘best practice’ and that’s globally, not regionally. It means we stand out as the best in what we do.”

The Training Academy will operate from Nissan’s Dubai Training Centre, with courses held in the languages applicable to those spoken by the trainees and the training programmes will take varying degrees of time to complete. For a sales advisor, that could be one year and, for managers, between two and three years depending on the qualification being studied for.

Pre-training screening is carried out to ensure these programmes are entirely suitable for each trainee and the target Nissan has set itself is for every member of sales staff to be enrolled in specific courses during 2016.

To ensure utmost effectiveness, the Academy works closely with Nissan Sales Centres across its markets, enabling a seamless synergy between the manufacturer and the customer, which in turn ensures an outstanding customer experience is always delivered.

“Nissan’s Training Academy achieves the highest standards of practice in educational policies reaching its full potential through international mentoring, training and support activities to create an Alumni of professional leaders and managers,” says Tamer Yasin, Nissan Middle East’s Training Manager.

“We have an extremely high calibre of frontline sales staff who, as a result of enrolling in the Academy, will be equipped with the knowledge and insights to deliver the best quality service. They will understand customer needs better; they will lead and manage the sales force and will be capable of continuous process improvements to facilitate customer satisfaction, even exceeding their expectations.”