Based on the data recorded in the Tool sheet “Customer contact Tracking Table After Work", for each Customer identified as dissatisfied (column “satisfied = 0”, meaning No), the Aftersales Manager evaluates the complaints, verifies the reasons and decides how to recover his/her satisfaction.

The Aftersales Manager re-contact must take place within 24 hours.

The ABM intervenes on critical issues or issues not solved by the Aftersales manager.

The aim is to ensure the Customer’s satisfaction and protect the brand’s image.

Customer Escalation Management

If a Customer contacts the Maserati Call Center to claim about a repair or the service offered by a Dealer, the Service Advisor (or the person in charge at the Dealership) must support the operator, collecting all the needed information or  scheduling any additional repairs, so that the case can be closed in the next few days.