Lexus is mimicking Apple’s Genius Bar concept and training specialists who will help customers understand the advanced tech features of its new models. “Vehicle Delivery Specialists” will introduce customers to their new car and it’s features, while “Vehicle Technology Specialists” will answer any questions about the advanced functions of the car.
Forbes reports that the company plans to train the specialists at the Lexus College brand-education enterprise. They will then take over from salespeople once a customer has bought their vehicle to talk to them about the advanced features and answer their questions about the technology. Customers at some dealerships will also be able to use Facetime on their iPhone or iPad to receive a remote personal tutorial in their vehicle. Lexus hopes this initiative will help them to continue providing the best customer service experience in the industry. Lexus group general manager, Mark Templin, said:
With the advent of more technology in luxury cars, customers often have questions about their navigation system, establishing a Bluetooth connection for their phone, or managing other telematics systems. While we are happy to answer customer calls, we think it will be much more beneficial to have experts at our dealerships who can establish and maintain relationships with customers to answer any questions about their cars.