CUSTOMER SERVICE

- LEVEL II

The Bridge to Our Customers

 Facts About Customers
 A typical dissatisfied customer will tell 8-10 people about
their problem.
 7 out of 10 complaining customers will do business with
you again if you resolve the complaint in their favor.
 If you resolve a complaint on the spot, 95% will do
business again.

Jeans
Why Customers Leave?
 WHY CS IS IMPORTANT
Before: Demand > Supply

Dealer Dealer Dealer demand Premium

Choose
Customer

Now: Supply > Demand

Customer Demand

Customer
Choose Dealer CS
 BENEFIT OF CS
Tells good about
Satisfied customer Good word of mouth More customers
Landmark to friends
stays with us spreads come to Landmark
& family

MORE PROFIT

More Sales & Service Revenue

Comparatively less marketing expenses
CUSTOMER EXPERIENCE - MEANING

WARM :Feeling of sensitivity, friendliness,

kindness, fondness and unconditional
acceptance

COMFORTABLE :Physical ease & relaxation

RELIABLE :Worthy of reliance or trust

 HOW TO IMPROVE CS

To improve CS we have to improve

•ABC at the dealership
•Culture at the dealership (5Cs)
ABC at the dealership
 Keep your self clean and well
groomed all the time

Hairstyle - Make sure that your hair is clean and combed

Hands, Fingers, and Nails - Make sure to keep your hands and fingers clean.
Keep your fingernails neat and trimmed.
Uniform- Always wear neat & clean uniform alongNeatly Combed Washed
Hair. Hands/
with ID card No Perfumed hair Clean
oil finger
Shoes - With shoes, as with your work clothes, cleanliness is the Nails
key point.
Keep your shoes polished and laces tied properly Shave, trim
Shave, trim moustache and beard regularly moustache &
Beard
No body odor. Use deodorant / after shave if No Body Odour.
need be Use Deodorant
Please maintain personal Hygiene.
Keep Clean Teeth
Carry a small comb, Instant
shine pad & Mouth Freshener
 ABC at the dealership - Workshop

Identify the profession

?? Doctor

?? Lawyer

?? Police

Uniform helps in profession identification of a person thus very

important to wear at work place
 ABC at the dealership

Courteous

Always be courteous to your

customer

Always greet the customer

Offer him/ her water, tea, coffee
Offer seat to the customer and once he/ she sits then only sit
Don’t talk over phone when talking to the customer
Don’t lead but follow the customer
If customer wants to go to a particular place eg washroom just
don’t show him the way but guide him to that place
 ABC at the dealership

Caring

Always be caring for your customer and his

family & friends

If customer walks in with bag in his hand offer him help to take
it from him
Play with the kids
Ensuring that all the commitments are kept eg delivery of the
vehicle at the promised time
Offering help to the elderly family who enters the workshop
 ABC at the dealership

Confident

Always be confident while handling

customer

Talk confidently in right voice modulation

Be smiling
Maintain eye contact
 ABC at the dealership

Always be polite to your Follow 3 magical words in daily life:

customers and use positive
communications Please
Thank you
Sorry

Listen carefully to customer

Use following polite words and positive communication:
Use Sir/ Madam may I please know your contact no
Sir/ Madam thank you for visiting “Landmark”
I am sorry Sir/ Madam we do not have the required service
Sir/ Madam I am really sorry for the inconvenience
Sir/ Madam thank you for being on line
Sir/ Madam may I please ask you to wait for a minute
 USING POLITNESS
Using Modal Verbs to show politeness
Modal Verbs Degree of Emphasis and Examples
Would To make polite request
•Would you mind sending me the detail via email?
•Would you like to leave a message? To express preference
•I would like a deluxe room please.

Could To make polite request

•Could you put me through to the HR Department, please?

May To show permission (formal)

•May I fax the details to you later in the afternoon?
•May I take message?
 ABC at the dealership
How to talk to the customer politely?

To know contact no

Sir/ Madam may I please know your contact no

If a vehicle service is unavailable?

I am sorry Sir/ Madam we do not have the required service.

When customer is on hold

Sir/ Madam thank you for being on line

For a problem customer has experienced

Sir/ Madam I am really sorry for the inconvenience caused

Talking politely to the customer makes them feel warm and comfortable
 Culture at the dealership (5Cs)
To improve customer satisfaction we need to develop following
cultures at the dealership

1 – SMILE & GREET CULTURE

2 – CULTURE OF HOSPITALITY

3 – RIGHT PROMISE CULTURE

4 – PROACTIVE CUSTOMER CARE CULTURE

5 – CULTURE OF TEAM ONENESS

 Culture at the dealership (5Cs)
1 – SMILE & GREET CULTURE
I am ready to serve you

Why?

Always smile and greet all the customers. Smiles brighten up the shop and make the
shop livelier. They are the key to opening the customer’s heart which provide warm &
comfortable feeling to the customer. Greeting to the customers make them feel
important and respected.

How?

 Smile and greet all customers (sales, service and spares) at any point of time, please
smile and greet even if you don’t know the customer eg. “Good morning Sir”. There
should not be any differentiation between sales, service & spares customers
 Greeting can be in local language as well, eg “Namaste Sir”
 Smile with your eyes and cheek, not only with your lips
 Smile & greet to all colleagues as well
2 – CULTURE OF HOSPITALITY
You are our family

Why?

Customer should feel like coming to their family. They should be treated the way we
treat our family members when they visit us. It will make them comfortable and will
increase trust at the dealership.

How?
 Recognize customer by name
 Offer tea, coffee, soft drink when customer comes
 Offer some refreshment when customer is waiting
 Offer chocolates to kids
 Offer them seat
 Offer hot towel in winters and cold towel in summers
 Open gate for the customer
 Offer umbrella if its sunny or raining
3 – RIGHT PROMISE CULTURE
Every customer is important

Why?

Living up to the promises and commitment means long term relationship with the
customer because of trust and comfort they share with the dealership

How?

 Always keep up the promise. Do not promise if you cannot deliver.

 In case you cannot deliver the promise, please apologies and communicate
proactively (eg. You have committed to deliver service car at 5:00pm and in case
you are not able to deliver, please call the customer and apologize proactively)
 Communication as per committed time (eg. You have committed customer to call
back tomorrow at 11:00am to confirm the parts availability, then please call by
11:00am and inform)
4 – PROACTIVE CUSTOMER CARE CULTURE
We are here for you

Why?

Proactive help to customers and their family members without they asking for it make
them comfortable at the dealership. Thus they can be more frank in discussing their
needs and requirements

How?

 Help should be from heart and just not a process

Examples:
• Please offer help to store customer helmet
• Please assist customer in parking
• Please engage kids that accompany the customer
• If customer walks in with bag in his hand offer him help to take it from him
5 – CULTURE OF TEAM ONENESS
We are a team

i) One team spirit

ii) Team Etiquettes

 i) One team spirit

Why?

If we behave as a team rather than different functions or departments at the dealership

then customer will also feel comfortable and can freely interact with us irrespective of
the functions we belong to

How?
 When customer has a query or requirement which is from some other function then
the one we are into, we should be willing to help them or introduce them to the
concern person instead of behaving helpless.
Eg. A customer is with a service advisor and want some information pertaining to body
paint then SA reply should not be “I don’t know sir, please ask body paint person”,
rather he should say “Sir, I will immediately call our body paint advisor person to
help you with this”
 ii) Team Etiquettes

Why?

Treat your colleagues/ team as your family members. It will leave a good impression on
customer and thus he will feel more comfortable at the dealership

How?

 Address each other with name

 Don’t shout or get into argument in front of the customers
 Use polite words in respectful manner
 Don’t through paper/pen, hand over in person
 Smile and greet each other
 Service Specific CS
FUNCTION - PRE RECEPTION
FUNCTION - SERVICE RECEPTION
FUNCTION - SERVICE CONSULTATION
FUNCTION - DURING THE REPAIR/ SERVICE
FUNCTION - VEHICLE DELIVERY
FUNCTION - PRE RECEPTION

METHOD – Natural & Warm

Smile:
ACTION: The moment customer enters the PERSON
Greet with dealership premises he should be RESPONSIBLE:
Smile & Salute greeted with warm smile & salute Security Guard
“Good Morning Sir, Welcome to
Landmark”
FUNCTION - SERVICE RECEPTION

METHOD :
1.Natural smile.
a. Smile with your eyes and cheek,
not only with your lips
ACTION: b. Look into the eyes of your PERSON
Greet with customer and greet the customer RESPONSIBLE:
smile warmly. Receptionist
c. Try and address customer by
name. “Good morning Sanjana
mam, how are you? Welcome to
3rd periodic service”
FUNCTION - SERVICE RECEPTION

ACTION:
Take over the METHOD :
PERSON
vehicle to Please guide the customer to
RESPONSIBLE:
move to service consultation area and
Support
service then move the vehicle to the
Technician
consultation service consultation area
area
FUNCTION - SERVICE CONSULTATION

ACTION: METHOD :
1.Greet with smile 1.Natural smile.
PERSON
2.Understand 1.Ask customer to take his
RESPONSIBLE:
customer visit belongingness from car.
Service Advisor
purpose 2. Thank you for visiting our
landmark workshop
FUNCTION - SERVICE CONSULTATION

ACTION: METHOD :
Follow service 1.Listen attentively without
consultation flow: interrupting the customer
1.Vehicle inspection 2.Facilitatate conversation
for customer with customer to make him
observations & others comfortable and understand
2. Note down the the vehicle requirements PERSON
confirmed 3.Always show energetic RESPONSIBLE:
Observations attitude while dealing with Service
3.Check NG points & the customer. (At any part of Advisor
explain to the the day)
customer 4.Touch and Show (Using
4.Explain the Hand Not Leg, even the brake
estimate of Cost pedal, gear lever etc.) while
(parts & labor) & explaining the service
Time requirement
FUNCTION - SERVICE CONSULTATION

ACTION:
Follow service METHOD :
consultation flow: 5.Do not lean or sit on the
5. Take the repair job customer vehicle
approval 6.While writing the job card, do
PERSON
6. Note down not keep the job card pad
RESPONSIBLE:
customer and vehicle anywhere on the vehicle
Service Advisor
details 7.Explaining the benefit for
7. Take Customer’s service /part replacement to
signature & give the enhance customer confidence
acknowledgement slip (as required by the customer)
FUNCTION - SERVICE CONSULTATION
METHOD :
1.Escort the customer (whenever
possible)
2A. 1.Good morning, thank you for
ACTION:
visiting Landmark Lounge
CUSTOMER
2B.Offer seat (pull the chair)
LOUNGE
2C.Sir how are you? PERSON
1.Guide the
2D.What you like to have (tea/coffee/soft RESPONSIBLE:
Customer to
drink) Receptionist/
Customer
2E.Serve the respective beverage with Housekeeping
Lounge
courteous body language staff
2.Welcome
2F.Give space for customer to relax
the customer
(Don’t Bother them too much)
2G.Explain the facility available in the
lounge (WiFi Name, Magazines, Dailies)
2H.Thank you for visiting, See You Again!
FUNCTION - DURING THE REPAIR/SERVICE

ACTION:
Courtesy Call - After first
Visible check after few METHOD :
hours from Job Card Call customers during PERSON
Open time the work and update RESPONSIBLE:
1.Additional work the status/ Take Service Advisor
2.Delay in repair approval
3.Parts NA Information
with commitment
FUNCTION - VEHICLE DELIVERY

METHOD :
ACTION:
1. Thank you so much for
1.Thank the customer
coming, we look for ward PERSON
for visiting
to see you again RESPONSIBLE:
2. Ensure customer car
2. Ask permission to Air Service
is properly washed and
wash and perfume Advisor &
mildly perfumed.
3. Bill folded and given in Billing Staff
3. Bill paid and
envelope
Customer Leaves
3. Farewell till door by SA
 Remember
Customers are too expensive to attract
and too valuable to lose
Thank you