The purpose of the initial customer service training was to change the focus of all employees from servicing the vehicle to serving the customer. InterCom designed and developed the Customer Service elearning courses working with
subject-matter experts to accomplish the goal. The elearning courses are continuously used to train new employees. Customer Service scores have increased over the past 3 years.

The modules include practice with typical types of customer situations. Reminders about Customer Service principles are embedded in many of the technical training modules. For example, in Fuel Filter Replacement, technicians are reminded that they need to keep customers informed if they don't have the correct fuel filter in stock and need to go to the auto parts store.