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CHRYSLER'S 'CUSTOMER ONE' DEALER TRAINING PROGRAM MOVES INTO PHASE IV WITH POSITIVE RESULTS

 HIGHLAND PARK, Mich., Feb. 11 /PRNewswire/ -- Reinforcing its commitment to the largest customer satisfaction initiative in the domestic automobile industry's history, Chrysler Corporation (NYSE: C) has embarked on Phase IV of its "Customer One" program.
 To ensure the success of this phase of training, Chrysler has established a partnership with a new Pat Ryan company, Ryan/CSI, to assist in dealership job function training and in-dealership facilitation of the "Customer One" process.
 With offices nationwide, Ryan will dedicate a field force, based in each of the zone office locations, to support and further implement the "Customer One" objectives.
 "This is a major commitment from both Chrysler and Ryan/CSI to bring about the 'total cultural' change from within the dealerships and the corporation," said Theodor R. Cunningham, executive vice president of Sales and Marketing. "Chrysler's internal customer sales and service ratings have increased substantially since the launch of this program. We anticipate further improvements as we move into this next phase."
 "Customer One" training, which began last spring, has involved more than 100,000 people ranging from the corporation's field offices, top executives, to the dealer network and represents a multi-million dollar investment. It is geared toward making Chrysler prepared, equipped and committed to exceed the expectations of every single customer.
 While Phase I focused primarily on caring for the customer directly and the overall cultural change, Phase IV will provide dealership personnel with ongoing training related to "Customer One" performance standards. Ryan, in cooperation with Chrysler's in-dealership facilitators, will evaluate job performance based on sales satisfaction index (SSI) and customer satisfaction index (CSI) scores and work toward providing job specific training programs to enhance areas of weakness. The other two phases focused on the product and its competition and making salespeople as knowledgeable as possible, and training the corporate management staff.
 The "Customer One" objectives that will also be used in the evaluation process include creating a friendly customer environment, re-emphasizing honesty and respect for the customer, ensuring that all dealership personnel are knowledgeable and professional in all aspects of the car and truck selling and service process, and developing the highest possible professional standards.
 "Investing in the training of our dealership personnel to provide exceptional service to our customers goes hand-in-hand with the huge investments we've made in product," said Cunningham. "This is not a program, but a process that we will continue to review and improve."
 Phase IV will be introduced at dealer orientation meetings in April with the dealership launch scheduled for May. The cost of Phase IV will be co-funded by the corporation and participating dealerships.
 -0- 2/11/93
 /CONTACT: Jim Crawford, 313-252-8790, or Jodi Smith, 313-956-3667, both of Chrysler/
 (C)


CO: Chrysler Corporation; Ryan/CSI ST: Michigan IN: AUT SU:

ML -- DE018 -- 5658 02/11/93 11:42 EST
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Date:Feb 11, 1993
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