Targeted training measures
Porsche conducts training courses on sustainability topics for the employees of the global dealer organizations. These are an integral part of dealer development measures, such as customer communication, product and/or technical training. By providing information on sustainability at Porsche and raising awareness accordingly, sustainability aspects are actively communicated to customers via the individual dealers.
Online training "Sustainability Awareness"
The digital learning module is designed to familiarize all employees in retail with Porsche's strategy and goals as well as the importance of sustainability. The training also focuses on teaching fair and ethical sales practices. A vivid simulation of customer meetings is used to reinforce the content.
"Porsche Global Certification System” Program (PGCS)
The global sales and service advisors in the Porsche Centers undergo the PGCS in their first years in duty. In addition to central program content such as process know-how or product knowledge, professional and responsible customer interaction is a key training component. The aim is to make customer-centric thinking and acting even more central to the daily activities of sales and service advisors. As part of the program, the sales and service advisors are given appropriate training to enable them to carry out an individual needs analysis. The qualified content is professionally evaluated by means of a globally standardized certification test e.g., in the context of role plays. Passing the exam is rewarded with a globally valid certificate.
Training for sales and service consultants
Porsche Financial Services offers financial products and services for Porsche customers. The offer is made either as a direct contractual partner or in cooperation with local financial service providers in the respective markets. As a rule, offers are brokered via Porsche's dealer organizations. Porsche Financial Services has implemented binding rules and measures to ensure customer-oriented and needs-based sales of financial services. These include specific training for sales and service advisors. In regions where Porsche Financial Services is unable to conduct its own training, for example due to legal requirements, this is carried out by the local dealer organizations.
Central complaints management for customers
Porsche takes customer complaints very seriously. They are therefore processed centrally by the Customer Engagement department, which can be contacted by e-mail
(contact@porsche.de). There are standardized guidelines for the process flow, documentation, and systems. In day-to-day operations, the department works closely with the technical experts from the individual Porsche departments and the markets.
