Bridgestone Select

BRIDGESTONE AUSTRALIA launched its retail format, Bridgestone Select, in 2006. It has since grown to more than 170 franchised locations throughout Australia.

Bridgestone Australia wanted to create a retail environment that was welcoming and customer centric. Removing tyres from the showroom highlights that the experience is customer focused, rather than product focused. Bridgestone Select stores place a high importance on providing a tailored customer service, underpinned by the industry-leading Bridgestone Select MasterClass store improvement program as well as the Bridgestone benefits customer retention program.

Through the MasterClass program, Bridgestone Select franchisees are trained and monitored in areas of customer service such as phone manner, face-to-face interaction and post-purchase experience surveys.

Customer service begins from initial enquiry including online and phone interactions. Customers look for timely, friendly and helpful service at every point throughout the customer journey. By going the extra mile, Bridgestone Select turns customers into advocates. Bridgestone Australia has also taken great care in developing its Operations Manual, which includes a high expectation of service compliance.

The transparent approach Bridgestone Australia takes with its franchisees through regularly reporting on customer service continually improves Bridgestone Select's performance in this area.

Engaging dedicated franchisees who strive to provide the best possible quality service makes delivering a positive customer experience even easier.

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