Course Outline:
Importance of Process, Importance of International Service Process, Roles and responsibilities of Service advisor, Service, Engineers, and Customer care officers, Job Tools (Welcome Latter Format, Welcome Later Tracking sheet, Service Reminder tracking sheet, SCCCF, Daily Appointment Resister, PFS Capture Format, etc.), Fundamental of process, Importance of international Service Process
Welcome Latter, Method of Composing and sending a welcome letter, Welcome letter format, Welcome letter tracking sheet, Service Reminder, Service Reminder process, Monitoring service reminder performance, How to contact customers, Phone call process, Service Appointment, Service Process, Post Service Process, Service reminder call ScriptTelephone Etiquette, Email Contact, Email Format, Email Etiquette, What's App Contat What’s app massaging Format. What’sApp messaging etiquette, appointment making, advantages of appointment making, process of booking an appointment, daily appointment register, various sources of appointments, essential personnel
2. Sercvice Process
Drive-in and service reception, customer service reception and waiting area, grooming and body language of the service advisor, repair order and standard repair order-making process, vehicle inventory process, cost and time estimate, Cost and time estimate, estimate preparation and approval process, washing and responsibilities, final inspection and checkup, customer handling (aggressive customer, assertive customer, submissive customer), basic idea of app-based service.
3. Post-service
positive impact of post-service feedback, PSF call script, PSF feedback capture form, PSF feedback evaluation, service customer concern capture form
