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Medha Kumar Yadav
May I Help
you
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
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
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
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
Responsibilities
Window person to customers
Inform when service completed
Post service follow up
Notify for service due-Service Reminders
Service Appointment
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
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
Inform When Service Completed
Customer Care
Floor supervisor
Vehicle status boardService Advisor
Washing Supervisor
Customer
Idea is to Get acquainted with
every service started and finished in
workshop
INFORMED WHEN SERVICE COMPLETED REGISTERDATE:
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
1TOTAL VEHICLES RECEIVED
2TOTAL NO OF CUSTOMERS INFORMED AFTER SERVICE COMPLETED
3TOTAL NO OF VEHICELS DELIVERED
4% OF CUSTOMERS INFORMED AFTER SERVICE COMPLETED
Post Service Follow UpDear sir, good day.
Can I take a few minutes of your
time
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
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?
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?
POST SERVICE FOLLOWUP DAILY REPORTNAME 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 31 CUMULATIVE
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
POST SERVICE FOLLOW-UP MONTHLY REPORTREPORT 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
GNO. OF CUSTOMERS CONVERTED TO SATISFIED
H% OF DISSATIFIED CUSTOMERS CONVERTED TO SATISFIED
INO. OF DISSATISFIED CUSTOMERS PENDING TO ATTEND
J% OF DISSATISFIED CUSTOMERS PENDING TO ATTEND
SIGNATURE OF SERVICE ADVISOR SIGNATURE OF CCM/WM
DAILY MANAGEMENT BOARD-PSF STATUS
PARAMETERSDATE: 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
Notify for service Due-Service Reminders
Good Day Sir! This is to inform you that your vehicle’s service due date is on……………………
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
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
PaidSERVICES
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 CUSTOMERSNEW CUSTOMERS
TOTAL
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.
Appointment
Customer care
Service Advisor
Spare parts
Quick Servicing/ Repair at Express Bay
Customer Information Board
Please make an appointment for service/repair of your vehicle and help us to serve you better
Contact person:……………………… Phone No:……………………………….
DAILY APPOINTMENT REGISTERDATE:
APPOINTMENT TIME
S.NCUSTOMER NAME
CONTACT NO.
REG. NUMBER
MODELTYPE OF SERVICE/REPAIR
NAME OF SERVICE ADVISOR ALLOCATED
ACTUAL IN TIME
REMARKS
DAILY SUMMARYTOTAL APPOINTMENTS NO. OF APPOINTMENTS CANCELLEDCUSTOMER VISITED
NO. OF APPOINTMENTS RESCHEDULED
MONTHLY APPOINTMENTS MONITORING SHEETMONTH:
DATENO. OF APPOINTMENTS TAKEN
NO. OF CUSTOMERS TURNED UP
% CUSTOMERS TURNED UP
NO. OF APPOINTMENTS CANCELLED
NO. OF APPOINTMENTS RESCHEDULED
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
262728293031
TOTAL
DAILY APPOINTMENT BOARDDATE:
S.N. CUSTOMER NAME CONTACT NO. REG. NO. MODELTYPE OF SERVICE/REPAIR
APPOINTMENT TIMESERVICE ADVISOR NAME
