STEPS TO FULFILLING CUSTOMER RELATIONS

1. RECEPTION

Welcome the Customer,
Convey a positive attitude at all times.
Welcome all customers upon entering the service center.
For example:
- Good morning Sir, What can we do for you today?
- Good morning Sir, If you will just hold on I will be with you in a minute.
Multiple Customers,
- Customer service should be on a first come, first serve basis whenever possible. In some circumstances you may have a customer who is in a rush or irate and needs to belt dealt with promptly.
- Greet every customer upon entering the service department and make eye contact. If you are busy with someone else let them know you will be with them in a minute. Acknowledging them promptly will make them more content to wait.

2. FIND OUT THE CUSTOMER'S NEEDS

In order to win customers you need to be able to fulfill their needs. To do this you need to get to know the customer and determine what exactly they are looking for.

Listen To The Customer,

Listen to what the customer has to say, they will either tell you exactly what they are looking for or they will convey it in a vague manner which requires careful listening.
Respond to what the customer is saying so that they know you are listening.
Sympathize with them and let them know you are there to help them.
Get To Know The Customer,
Put Yourself In The Customers Shoes, what is this person most concerned about; Quality, Time, Price, Convenience?
Ask questions, find out exactly what the problem and/or symptoms are.
Don't pry into any personal issues, just listen.

3. CUSTOMER AGREEMENT

Once the customer has agreed to having the work done at our shop you need to get all of the information that is needed to complete the repair and place the customer in our database.

Customer Information,

Name, Address, Phone number (times available at the number), Alternate phone number, Email.
When they need the vehicle back by, is there a time limit.
Do they require a courtesy car.

Vehicle Information,

Vehicle specifications; Make, Model, Year, Engine Size, and Options.
Modifications, any aftermarket parts on the vehicle?

Repair Costs,

Minimum 1 hour charge for inspection.
Make arrangements to contact the customer with a price quote once the problem is determined.
Go over all parts, labour, and other fees with the customer making sure that they understand and agree to them.

Repair Time,

Give them an estimated time for completion.
Allow more than enough time to complete the job. This way the will only be to happy to have it completed sooner.

Customer Signature,

Go over the work order with the customer making sure that all the information is correct and that they understand all terms and conditions.
Have the customer sign the work order.

4. WORKSHOP CONTROLS

Unless instructed otherwise each worker should stick to their job and communicate information with those in charge of receiving it. This helps prevent any confusion and mix-ups that can occur.

Communication Between Foreman and Technician,

Technician reports problems and job status to shop foreman only.
Inspection lists and work orders should be completed in full, so that they are understandable by everyone.

Communication Between Foreman and Service Writer,

Foreman conveys job status to Service Writer.
Service Writer conveys all customer and job information to the Foreman.

5. SPEEDY AND RELIABLE REPAIRS

All employees should be aware of any time restrictions on work orders.
Vehicles need to be completed on time.
Quality of work should never be compromised due to time, unless agreed to by the customer.

6. VEHICLE DELIVERY

Notify Customer,

Service Writer should notify customer immediately upon completion.

Vehicle Presentation,

If time permits wash the customers vehicle.
Wipe down the steering wheel and door handles.
Check for smears of grease and clean as necessary.
Remove seat cover and floor mat.

Explain Service To The Customer,

Go over all services completed and any notes on the work order.
Offer to show the customer any worn parts that were replaced.
Let them know of any additional issues with their vehicle.

7. POST SERVICE FOLLOW-UP

First Time Customers,

Send them a letter thanking them for their business within two days of completion. Refer to Appendix 1 for an example letter.

Call Back,

Call the customer back a few days after their service to get feedback on what they liked or didn't like about our business.

Example Questions:

Where you satisfied with the service you received?
Did the repairs successfully fix your complaint?
What could we have done to serve you better?
Thank them for their time!

STEPS TO FULFILLING CUSTOMER RELATIONS

1. RECEPTION

Welcome the Customer,

Convey a positive attitude at all times.

Welcome all customers upon entering the service center. For example:

Good morning Sir, What can we do for you today?

Good morning Sir, If you will just hold on I will be with you in a minute.

Multiple Customers,

Customer service should be on a first come, first serve basis whenever possible. In some circumstances you may have a customer who is in a rush or irate and needs to belt dealt with promptly.

Greet every customer upon entering the service department and make eye contact. If you are busy with someone else let them know you will be with them in a minute. Acknowledging them promptly will make them more content to wait.

2. FIND OUT THE CUSTOMER'S NEEDS

In order to win customers you need to be able to fulfill their needs. To do this you need to get to know the customer and determine what exactly they are looking for.

Listen To The Customer,

Listen to what the customer has to say, they will either tell you exactly what they are looking for or they will convey it in a vague manner which requires careful listening.

Respond to what the customer is saying so that they know you are listening.

Sympathize with them and let them know you are there to help them.

Get To Know The Customer,

Put Yourself In The Customers Shoes, what is this person most concerned about; Quality, Time, Price, Convenience?

Ask questions, find out exactly what the problem and/or symptoms are.

Don't pry into any personal issues, just listen.

3. CUSTOMER AGREEMENT

Once the customer has agreed to having the work done at our shop you need to get all of the information that is needed to complete the repair and place the customer in our database.

Customer Information,

Name, Address, Phone number (times available at the number), Alternate phone number, Email.

When they need the vehicle back by, is there a time limit.

Do they require a courtesy car.

Vehicle Information,

Vehicle specifications; Make, Model, Year, Engine Size, and Options.

Modifications, any aftermarket parts on the vehicle?

Repair Costs,

Minimum 1 hour charge for inspection.

Make arrangements to contact the customer with a price quote once the problem is determined.

Go over all parts, labour, and other fees with the customer making sure that they understand and agree to them.

Repair Time,

Give them an estimated time for completion.

Allow more than enough time to complete the job. This way the will only be to happy to have it completed sooner.

Customer Signature,

Go over the work order with the customer making sure that all the information is correct and that they understand all terms and conditions.

Have the customer sign the work order.

4. WORKSHOP CONTROLS

Unless instructed otherwise each worker should stick to their job and communicate information with those in charge of receiving it. This helps prevent any confusion and mix-ups that can occur.

Communication Between Foreman and Technician,

Technician reports problems and job status to shop foreman only.

Inspection lists and work orders should be completed in full, so that they are understandable by everyone.

Communication Between Foreman and Service Writer,

Foreman conveys job status to Service Writer.

Service Writer conveys all customer and job information to the Foreman.

5. SPEEDY AND RELIABLE REPAIRS

All employees should be aware of any time restrictions on work orders.

Vehicles need to be completed on time.

Quality of work should never be compromised due to time, unless agreed to by the customer.

6. VEHICLE DELIVERY

Notify Customer,

Service Writer should notify customer immediately upon completion.

Vehicle Presentation,

If time permits wash the customers vehicle.

Wipe down the steering wheel and door handles.

Check for smears of grease and clean as necessary.

Remove seat cover and floor mat.

Explain Service To The Customer,

Go over all services completed and any notes on the work order.

Offer to show the customer any worn parts that were replaced.

Let them know of any additional issues with their vehicle.

7. POST SERVICE FOLLOW-UP

First Time Customers,

Send them a letter thanking them for their business within two days of completion. Refer to Appendix 1 for an example letter.

Call Back,

Call the customer back a few days after their service to get feedback on what they liked or didn't like about our business.

Example Questions:

Where you satisfied with the service you received?

Did the repairs successfully fix your complaint?

What could we have done to serve you better?

Thank them for their time!

Welcome all customers upon entering the service center.
For example: