Rochester, NY−February 17, 2015− Ardent Learning, a leader in tailored training solutions has won, for the second time, The Outstanding Human Performance Intervention from the International Society for Performance Improvement (ISPI). The 2015 award recognizes outstanding results derived from the successful application of Human Performance Technology to human performance problems, needs or opportunities.
In partnership with Nissan North America (NNA), Ardent Learning developed a comprehensive automobile service curriculum and performance support program for Nissan dealerships’ Service Advisors and Service Managers called Nissan-SERV (Service Excellence Retail Venue).
The program supports Nissan’s strategy to increase customer service loyalty and retention, particularly in out-of-warranty situations and also to increase customer satisfaction, parts and service sales. Working together, Ardent Learning and Nissan identified the following performance results and outcome metrics:
- Improved customers’ overall service experience
- Improved customers’ likelihood of returning to the Nissan dealership for their next service visit
- Nissan – SERV knowledge retention
- Increase in service customer retention at Nissan – SERV dealerships
“The Ardent team understood our specific requirements for Nissan-SERV and delivered a program that was very innovative and aligned to our strategy,” said Ed Hibma, senior manager, Aftersales Training at Nissan North America. “The data shows that Nissan-SERV delivered statistically significant improvements in our key metrics, particularly in customers’ intent to return for future service. We are delighted the program has been recognized by ISPI.”
Ardent Learning develops custom training solutions that focus on identifying behavior and result gaps. Based on Binder’s Six Boxes® categories, N-SERV impacts KPI metrics accounting for gaps in all six areas including service process improvement, in-dealer training, coaching workshops and elements to sustain behavior change.
“To have Ardent Learning recognized is great and to have ISPI provide us the award for a second time shows we can consistently deliver results for our clients.” said Rich Fox, Ardent President & CEO. “With the Nissan-SERV solution, we are fulfilling our company’s goal to be the learning partner who delivers impactful, systematic approaches to making employees more productive. With Nissan we are helping them be more competitive and that makes us very proud.”
About Ardent Learning
Founded in 1992, Ardent Learning is a leading provider of custom learning and performance improvement solutions. Throughout its history, Ardent has provided innovative solutions to the automotive, financial services, retail and other industries. Using a variety of delivery methods including classroom, web based, e-learning courses and technology based products, Ardent applies instructional design to practical real world problems.
