and Service Points
in particular play a fundamental role in promoting a quality service.
Consequently, Service University
updates and adds courses to its training programme each year to precisely meet the professional development requirements of those working in our Dealer and Service Point Network
event was divided into three macro-areas on the basis of the different professionals involved:
- Managerial courses, for Dealers and Service Point Managers
- Technical/professional courses, common to more than one Group brand, for technical/operational staff in the Service Points
- Technical-professional courses specific to each shipyard, for technical/operational staff in the Service Points.
The training calendar provided for sessions from November to March, in both Italian and English.
Dealers and Service Points were able to choose from all the courses in the programme, which were listed in a course catalogue sent out to them. They could either opt for courses common to more than one Group brand, or those specific to the shipyard for which they provide dealership and/or after-sales assistance services.
Over 22 courses
were organised, all of which came to a close with full marks
and a total of over 430 attendees
from all over the world. This figure was more than double the previous year, proof of the continuous reinforcement of our dialogue with the Service Network.
The cycle of managerial courses for Dealers
, Service Point Managers and sales staff from both came to a close in December 2005.
The first seminar, which dealt with Customer Satisfaction, studied the quality of the service offered to Customers in depth
. It dealt with the topic from different points of view, aided by groupwork and practical exercises.
The second course, on Company Management
, supplied the tools for implementing a systematic approach to managing a company, considering both economic aspects and HR management.
The participants shared their experience, opinions and the problems they face in their day-to-day work. Interest in the topics covered, the interactive teaching methods and acknowledgement of the importance of this initiative in consolidating relationships with the shipyards led to very positive evaluations of the modules.
The cycle of technical/professional courses came to an end in March. These specialised seminars were split into theoretical classroom sessions, during which the topics were presented and explained, and on-the-job technical sessions, with practical exercises held in the shipyard and fault simulations run on specially prepared demo systems, led by the Ferretti Group's suppliers and supervised and coordinated by the Service Managers
of Ferretti Yachts, Pershing, Itama, Riva and Mochi Craft