Hyundai announces new Signature Certification Program for dealers

Hyundai announces new Signature Certification Program for dealers 
MARKHAM, ON, Aug. 1, 2014 /CNW/ - Hyundai Auto Canada Corp. announced a new 
Signature Certification Program for dealerships nationwide. The objective of 
this certification program is to differentiate dealers from the competition by 
going beyond the traditional sales and service processes to become leaders in 
customer satisfaction. 
First introduced by Hyundai Auto Canada's President and CEO Don Romano at the 
recent National Hyundai Dealer Meeting, the program is part of a cultural 
shift at the company, putting more emphasis on the customer's needs. As Romano 
put it: "If we are going to differentiate ourselves, we need to become more 
aware of what our customers want, and exceed their expectations during what we 
are calling our 'moments of truth'. These moments are those critical points of 
interaction with the Hyundai brand, and Hyundai dealerships, when customers 
invest a high amount of their time shopping our products." 
Hyundai commissioned J.D. Power, the industry leader in customer service 
research, to develop the parameters of this new certification program. The 
approach will be customized for each dealership, just like a signature is 
unique for each individual. The assessment phase is currently under way, with 
automotive retail coaches at work conducting market studies across the 
country, gathering and analyzing customer feedback. This feedback will serve 
as the basis for defining customer expectations, which will in turn become 
Hyundai Signature Standards. Training will be adapted to the unique needs of 
each dealer, delivering in-store coaching visits to provide concrete measures 
for improvement. 
In early 2015, a J.D. Power evaluator will come back to measure improvements 
and see how they align with the customer expectations identified in the market 
study. Dealerships meeting the program's exacting standards will be certified 
as Hyundai Signature Certified Dealers, reflecting their ability to exceed 
customer expectations across their entire retail operations. 
It is worth noting that this program is not a one-time initiative, but the 
launch of a process of continuous improvements. Newly established District 
Customer Service Managers at Hyundai Auto Canada will work hand in hand with 
dealerships to continue developing methods to enhance the customer experience. 
HYUNDAI AUTO CANADA CORP. Hyundai Auto Canada, established in 1983 and 
headquartered in Markham, Ontario, is a subsidiary of Hyundai Motor Company of 
Korea. Hyundai vehicles are distributed throughout Canada by Hyundai Auto 
Canada and are sold and serviced through more than 210 dealerships nationwide. 
Learn more at www.HyundaiCanada.com.
 

SOURCE  Hyundai Auto Canada Corp. 
For interviews or additional information, please contact: Chad Heard, Public 
Relations Manager, Hyundai Auto Canada Corp., Office: (905) 948-6712, Mobile: 
(416) 559-9640, Email: cheard@hyundaicanada.com; Laurence Myre Leroux, Public 
Relations Specialist, Hyundai Auto Canada Corp., Office: (905) 948-6837, 
Mobile: (416) 518-5852, Email: lleroux@hyundaicanada.com 
To view this news release in HTML formatting, please use the following URL: 
http://www.newswire.ca/en/releases/archive/August2014/01/c3953.html 
CO: Hyundai Auto Canada Corp.
ST: Ontario
NI: AUT NP  
-0- Aug/01/2014 17:55 GMT
 
 
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