To help train employees on Jiffy Lube’s new Point-of-Sale system for the more than 1,900 Jiffy Lube service centers across the U.S, they developed virtual instructor-led training courses for nearly 5,000 individuals, using Blackboard Collaborate to facilitate virtual trainings and on-demand video content. This program’s impressive results have led Jiffy Lube International to the top spot in Training Magazine‘s 2016 Training Top 125 rankings, for the second year in a row. This is their fourth consecutive year in the top five list of this ranking, making the eligible for the Hall of Fame in 2017.
Jiffy Lube’s customer service satisfaction scores reflect the strength of the program, with 92 percent of customers committed to a return visit. This has helped Jiffy Lube maintain its position as industry leader in their sector with three times the market share of their nearest competitor. Additionally, Jiffy Lube International has received the highest approval rating of any department from the Jiffy Lube Association of Franchises in their annual survey. This approval rating has been between 90 and 93 percent for the past 4 years.
Training programs like Jiffy Lube’s contribute to the organization’s bottom line by not only securing future revenue through high customer satisfaction rating, but also by driving down costs of training. By taking training online, travel costs are eliminated, employee time on the job is maximized, and scale is no longer an issue. The company’s leadership also cites on-demand content as critical to the program’s success. Short, 60-second video clips remind employees how to perform certain tasks (like running a credit card) when they need a refresher.
We are proud to work with Jiffy Lube. Check out the full article in Training Magazine to learn more about their specific program. Or click here to learn more about our work with Jiffy Lube in the Jiffy Lube Success Story.