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Garages fail on customer service

  • 3000 garages to get training
  • as part of the Good Garage Scheme
  • Mystery shoppers revealed problems
Words By Emma Butcher

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The Good Garage Scheme is to put its 3000 independent garages through a training programme, after mystery shoppers identified a need for better customer service.

The scheme wants garages to improve their telephone skills, among other things.

Andi Sheppard, marketing manager for the scheme, said: 'Our first mystery shop initiative has identified customer focus as a key area for improvement.

The Good Garage Scheme began mystery shopping its garage members earlier this year after a 2010 investigation criticised garage standards across the UK.