3. Customer Service
Customer service is the sum total of what an organisation
does to meet customer expectations and produce customer
satisfaction.
“You can get everything you want, if you help others get
everything they want”
“There is only one boss. The customer, and he can
fire everybody in the company from the
chairman on down, simply by spending his
money someplace else. . . Sam Walton
4. Roles of Customer Care Service
Customer
Care
Service
1.Never let
personal needs, self
pride, or prejudices
get in the way of
doing what is right
for the customers
2. Appreciate the
customers’ business –
and tell them
through your work,
your attitude and
communication
3. Support your
products, your
team members,
your company
and your industry
5. Listen to your
customers, get
the details right
4. Script out and
practice what you
are going to say and
how you are going to
do it
6. Don’t ever be afraid
of saying “I’m
sorry”, even if it isn’t
your fault
5. Necessary Qualities and Skills of Customer Care
Service
Qualities
Cheerful
Formal
Adaptable
Good listener
Organized
Being thorough
Skills
People skills
Reading and vocabulary
Listening
Problem solving and resolution
Asking right questions
Fitting solutions with problems
Patience
6. Knowledge Of Customers is Gradually
Enhanced by Customer Care
Capture
customer
feedbacks
and
suggestions
Store data,
mine and
make
information
accessible
Build and
manage
customer
value
Take
innovations
to enrich
customer
relation
Customer
Customer care
department
8. Window Person To Customers
• Guide customers to
customer lounge
• Ask for tea coffee
• Attend customers
when service advisor
is busy with other
customer
Comfort customers at
workshop
• Polite answers to
customers
• Inform changes or up
gradation in
company
• Inform about new
brands/ new schemes
if asked
Bridge between
customer and company • Inform about
appointment facilities
• Inform seasonal offers
like “ workshop opens 7
days a week”
• Inform when service
completed
• Taking feedbacks and
complaints
Service marketing
9. Inform When Service Completed
How to do?
Receive information about vehicle status in workshop
Inform customers after completion of all requested jobs
Inform with total charge if possible
Transfer data to ‘ Informed when service completed
Register’
Benefits:
i. A sense of attention and care to customer and their jobs
ii. Reduces parking time of vehicle in workshop
iii. Minimizes obnoxious talk if informed with total
charges of repair
10. Inform When Service Completed
Customer
Care
Floor
supervisor
Vehicle status board
Service
Advisor
Washing
Supervisor
Customer
Idea is to Get
acquainted with
every service started
and finished in
workshop
11. INFORMED WHEN SERVICE COMPLETED REGISTER
DATE:
S.N. Vehicle registration No.
Vehicle ready
time
Informed
time
Inform to(Name of person)
Signature of front
office staff
Remarks
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
S.N. Activity Value
1
TOTAL VEHICLES
RECEIVED
2TOTAL NO OF
CUSTOMERS INFORMED
AFTER SERVICE
COMPLETED
3
TOTAL NO OF VEHICELS
DELIVERED
4% OF CUSTOMERS
INFORMED AFTER
SERVICE COMPLETED
12. Post Service Follow Up
Dear sir, good day.
Can I take a few
minutes of your
time
13. Notes :
Should be done on 3rd day from the date of service
Collect follow up data and date from Service Advisor
Fill ‘ Post-service follow up daily report’
If customer is dissatisfied ask for the reasons of
dissatisfaction and notify same to workshop manager
14. Talking Points During Service PSF
(Service and Repair)
How is the vehicle performance now?
Were all demanded repairs completed?
Were all problems fixed?
Was your vehicle delivered at promised time?
Were you satisfied with washing quality?
Was the charges reasonable and explained at the time
of delivery?
Did you visit the workshop with prior appointment?
Were you reminded for the service?
15. Talking Points During Body shop PSF
(Service and Repair)
How is the vehicle performance now?
Were you satisfied with repair quality and spares
quality, panel alignments done on your vehicle?
Was the charges reasonable and explained at the time
of delivery?
Was your vehicle delivered at promised time?
Were you satisfied with washing quality?
16. POST SERVICE FOLLOWUP DAILY REPORT
NAME OF THE
SERVICE ADVISOR/
CUSTOMER CARE
EXECUTIVE
DATE OF PSF
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31CUMULATIVE
A
NO. OF
CUSTOMERS DUE
FOR FOLLOW UP
B
NO. OF
CUSTOMERS
CONTACTED
C
% OF CUSTOMERS
CONTACTED
D
NO. OF
CUSTOMERS
SATISFIED
E
% OF CUSTOMERS
SATISFIED
F
NO. OF
CUSTOMERS
DISSATISFIED
G
NO. OF
CUSTOMERS
PHONE NO. NOT
AVAILABLE
H
NO. OF
CUSTOMERS NOT
CONTACTABLE
SIGNATURE OF SERVICE ADVISOR/ CCE SIGNATURE OF CCM/WM
17. POST SERVICE FOLLOW-UP MONTHLY REPORT
REPORT FOR THE MONTH OF: YEAR:
DESCRIPTION TOTAL CUSTOMERS A+ CUSTOMERS ALL CUSTOMERS
A TOTAL NO OF CUSTOMERS
B NO. OF CUSTOMERS CONTACTED
C % OF CUSTOMERS CONTACTED
D NO. OF CUSTOMERS SATISFIED
E % OF CUSATOMERS SATISFIED
F NO. OF CUSTOMERS DISSATISFIED
G
NO. OF CUSTOMERS CONVERTED TO
SATISFIED
H
% OF DISSATIFIED CUSTOMERS CONVERTED
TO SATISFIED
I
NO. OF DISSATISFIED CUSTOMERS PENDING
TO ATTEND
J
% OF DISSATISFIED CUSTOMERS PENDING
TO ATTEND
SIGNATURE OF SERVICE ADVISOR SIGNATURE OF CCM/WM
18. DAILY MANAGEMENT BOARD-PSF STATUS
PARAMETERS
DATE: CUMULATIVE FOR THE MONTH
TOTAL A+ TOTAL A+
TOTAL NO OF CUSTOMERS CONTACTED
TOTAL NO OF CUSTOMERS FOUND SATISFIED
% CUSTOMERS FOUND SATISFIED
TOTAL NO. OF CUSTOMERS FOUND DISSATISFIED
REASON FOR DISSATISFACTION
ALL DEMANDED REPAIRS NOT COMPLETED
WORK NOT DONE RIGHT FIRST TIME
IMPROPER EXPLANATION OF JOBS AND REPAIR
CHARGES
DELAY IN DELIVERY
WASHING QUALITY IS NOT OK
OTHERS
19. Notify for service Due-
Service Reminders
Good Day Sir! This is to inform
you that your vehicle’s service
due date is on……………………
20. a. Ensure customer is contacted by the workshop personnel for
informing/reminding the service due date.
b. Appointment taken should be transferred to Appointment register
c. Those who don’t show in appointment date should be reminded next
day after due date
Reminder time as per Service Type
Type First reminder Second reminder
1st Free Service 21 days in advance 1 day in Advance
2nd Free Service 15 days in advance 1 day in advance
3rd Free Service 15 days in advance 1 day in advance
Periodic maintenance 15 days in advance 1 day in advance
21. SERVICE MARKETING REPORT(SMR)
MONTH& YEAR
DEALER NAME AND CITY
OUTLET/LOCATION
DESCRIPTION 1ST FREE
SERVICES
2nd FREE
SERVICES
3rd FREE
SERVICES
FREE SERVICES
total
Paid
SERVICES
TOTAL OF FREE
AND PAID
SERVICES
SPECIAL
CUSTOMER A+
SPECIAL
CUSTOMER
B+
GENERAL
CUSTOMER
a. TARGET
b. ESTIMATED LOAD
c. ALREADY SERVICED
d. TOTAL ESTIMATED LOAD(b-c)
e. TOTAL EFECTIVE CONTACTS
f. NON CONTACTED(d-e)
g. NO. OF CUSTOMER BOOKED
h.
VEHICLE ENFORCED(ACTUAL
SERVICE LOAD)
i. VEHICLE THROUGH SMR
j.
EFFECTIVE CONTACT RATIO %
(e/d*100)
k.
ENFORCEMENT RATIO
%(h/b*100)
l.
ENFORCEMENT RATIO
THROUGH SMR%(i/d*100)
m. ACHIEVEMENT %(i/a*100)
n.
TOTAL SALES DURING THE
PERIOD
SUMMARY SERVICE DUE CONTACTED CONTACTED %
ENFORCED THROUGH
SMR
ENFORCED THROUGH SMR
%
A+
ALL
CUSTOMERS
NEW
CUSTOMERS
TOTAL
22. Service Appointment
Appointment shall be given on the basis of hours available for
each Service Advisor
Required customer details like Name; Mobile No; vehicle reg. no;
model; and reason of appointment must be collected.
Service appointment shall be supported by availability of spares
Vehicle with prior appointment should be treated in Express Bay
Customers that don’t turn up at appointment date and time shall
be followed up after three hours of appointment time.
A new appointment should be fixed in polite manner for those
who don’t turn up.
Appointment promotion shall be done by putting up Customer
Information Board at Front Office.
24. Customer Information Board
Please make an appointment for service/repair of your vehicle and help us to
serve you better
Contact person:……………………… Phone No:……………………………….
