Publié le 07/05/2026
In Rouen, Mazda workshops are bolstering the expertise of the IMA teams
Customer support is often thought of as a job that is carried out solely over the phone. However, to provide the best possible support to their clients, IMA’s teams rely on rigorous ongoing training… including hands-on experience in the field.
On 8 and 9 April, at the Rouen site, customer support representatives took part in Mazda workshops, organised in partnership with the car manufacturer. A hands-on immersion into the brand’s vehicles and technologies.
Enhanced expertise for the benefit of our clients
The programme for these sessions includes: an introduction to new models, a focus on hybrid and electric vehicles, and practical workshops on fault diagnosis. The aim is clear: to enable assistance coordinators to identify the issues faced by customers more quickly – particularly those arising from incorrect use of the vehicle – and to provide an appropriate, effective and reassuring response.
For participants, these workshops represent a real boost to their professional development. In particular, they highlight:
- a better understanding of vehicles and their specific features,
- an increased ability to diagnose faults and ask the right questions,
- in-depth knowledge of the technologies and energy sources used,
- and an overall improvement in efficiency and credibility in customer relations.
“I’ve learnt to identify problems and false faults more effectively,” says one of them. Another adds: “It enables us to better represent the brand’s culture in our day-to-day work.”
A partnership at the heart of service quality
These workshops fully demonstrate the value of the partnership between IMA and the manufacturer: a close collaboration that brings together technical expertise and quality of service. By facilitating access to innovations and product knowledge, this initiative directly contributes to improving the customer experience.
Through the Mazda workshops, IMA thus reaffirms its commitment to continuous training and operational excellence, delivering ever more expert, personable and effective support.
