Required prior knowledge:
- –
Seminar objective:
- Ensuring the quality of work in accordance with vehicle manufacturer recommendations
- The role and responsibilities of service employees in ensuring quality
- Formation and flow of service documentation – work order
- Communication with a customer who has a complaint – reducing dissatisfaction and identifying the actual cause of the problem
- Resolving issues involving a repeat visit to the service center due to recurring problems
- Establishing a system for handling complaints
- Communication with parts suppliers regarding parts complaints
Content:
- The role of vehicle reception in handling complaints
- Customer reception and identification of the reason and cause of a complaint
- Linking complaints to previously performed work through documentation – data and descriptions in the work order
- Clear definition of warranty coverage for completed work and installed parts
- Service capacity planning in the event of a complaint – ensuring priority
- Tasks and methods for resolving problems in the workshop – the role of the workshop manager and service technician
- Documenting complaints and claims using written and photographic documentation
- Ensuring customer mobility in the event of a repeat repair
- Customer benefits in the event of a justified complaint
- Tracking complaints and statistics by types of parts, faults and service employees who performed the work
- Measures to reduce complaints and claims