Front-of-house service staff and technicians at CCM’s Surrey site have taken part in a dedicated training session delivered directly by original equipment manufacturer Schaeffler.
The multi-site independent garage business, which operates three workshops across Surrey and Sussex providing MOTs, servicing, and repairs, welcomed Schaeffler VLS UK Technical Manager Alistair Mason to deliver targeted training designed to sharpen customer-facing communication and deepen component knowledge.
As a long-term installer of Schaeffler products, CCM used the session to bridge the gap between technical workshop know-how and front-counter customer service.
The bespoke training combined front-of-house communication techniques with technical updates covering Schaeffler’s REPXPERT support portal and LuK transmission systems, giving service advisers and reception teams the technical grounding needed to explain complex clutch and drivetrain jobs clearly to motorists.
Building technical confidence at the service desk
Equipping reception staff with a working knowledge of modern transmission systems helps service desks quote accurately, explain root-cause component wear, and secure repair authorisations faster.
Tina Drayson, Operations Director at CCM, highlighted the value of bringing OE technical expertise directly into the business: “We had a fantastic day with the team from Schaeffler. We were able to dive into product knowledge, best practices, and how we can confidently educate our customers.
“I want to thank the Schaeffler team for taking the time to visit and share their expertise—it’s always valuable and appreciated.”
Alistair Mason said: “We had a brilliant day at CCM, where we were not only able to chat to the team about Schaeffler, but we also gained fresh perspectives on areas where we can continue to improve.
“The set up at CCM’s Surrey location is impressive, and I believe we were able to help them understand clutches at a more in-depth level.”
As drivetrain technology advances, regular collaboration between parts manufacturers and workshops ensures front-of-house staff possess the technical confidence to communicate effectively with both suppliers and customers.
