Customer Contact & Interview

The Follow-up call must be performed by the Service Advisor, or by the Aftersales Manager in case of repeated intervention, within 2 days after the Repair Order and Service Entry closing date, before the Aftersales survey sending, which occurs on the 3rd day after the Service Entry closing date.

The person in charge makes the call following the Tool sheet “Telephone/ mail scripts Customer contact after work“.

If the Customer is not reachable, leave a message to inform him/her by voice message, SMS or e-mail.

If Customer expresses dissatisfaction

If the problem is minor or easy to solve:

• Let the Customer express his dissatisfaction and make the synthesis of it.
• Provide the Customer with the solution most appropriate to the problem: immediate pick-up, courtesy vehicle, new appointment, etc.
• Ensure that the Customer has expressed his dissatisfaction completely.

If the problem requires a solution analysis, compensation, or a hierarchy agreement

• Explain to the Customer that the problem in question requires further analysis.
• Do not improvise the response and propose to delay it, agreeing with the Customer a recontact by the Aftersales Manager.
• Check all the documents relating to the performed intervention (Repair Order, invoice,...) and verify its elements: Customer request, intervention, any campaigns, quality controls.
• Forward all the collected information and documents to the Aftersales Manager before the phone appointment.