By Sanjiv Sathiah
Sunday, Apr 15th, 2012 @ 6:40 am
 
Lexus has admitted to lifting Apple's Genius Bar concept for its latest customer service initiative, according to Forbes. Lexus is currently in the process of training up around 2,400 new "vehicle technology specialists' to help their customers get a grip on the latest in-vehicle technology at their disposal.

"We're focusing on improving the delivery process, so [dealers] are hiring for new positions aimed at improving customer satisfaction, according to the wants and needs of the customer," said Mark Templin, Lexus division's general manager. "It's like the Apple Genius Bar concept. We'll be dedicated to helping the customer understand the advanced technology of the new vehicles."

Lexus already has a strong track record of leading the J.D. Power customer service rankings annually, and this latest customer-centerd move should help to ensure that the Japanese luxury marque stays at the top of the pile. The new technology specialists, along with additional "delivery specialists,' will boost staff numbers at Lexus' US dealerships by around 20 percent. Getting someone to help you, should not be a problem.

Among the technological features that the Lexus technology specialists will be taking Lexus owners through include, Enform telematics systems (and its companion mobile app), sports and stocks news, navigation and the Mark Levinson audio systems with SiriusXM satellite radio, DVD entertainment systems, Bluetooth connectivity, smart vehicle access, personalizing seat settings, and climate control settings among others.

With the mountains of controls and functions to become familiar with in its new vehicles, cynics would argue that it is only a matter of time before Lexus faces a lawsuit for causing a driver distraction related crash. Customer satisfaction ratings or not, we see the development as a positive step forward. Better to get shown the controls and functions properly in the dealership than try to learn them while driving.