Before the Customer's Arrival
At least 48 hours before the appointment, the Service Advisor must verify:
- completeness of Customer data;
- any pre-diagnosis information;
- legal or extended warranty coverage;
- previous interventions;
- repeat repairs;
- open recall/service campaigns;
- availability of pick-up and delivery service, if required
- necessary spare parts pre-picking (if it was possible to prepare them in advance).
- In case of returns to workshop, it is necessary to identify the related files in reception is at a minimum:
- a visual guide on the repair order (color tablet, label, specific stamp, ...);
- a workshop-specific color pouch containing all the items in the file.
In addition, every day, before the opening, the Service Advisor must check the cleanliness/ readiness of the reception (desks - coffee - parking - waiting area)
The list of appointments must be printed 48 hours in advance and shared with New Vehicle Sales Department so that they can engage with the Customers.
Dealership Surroundings
Arrange:
directional signal clear and visible for the Customer in accordance with the current Maserati CI guidelines;
clean and well-maintained surfaces (parking, vegetation, sidewalks);
visitor car park Aftersales exclusively dedicated for Customers, identified with:
at least 1 place identified for persons with reduced mobility (check local legislation)
ground marking.
Display describing the dealership
Placed at the entrance of the site and on the external grid or in close proximity if available, a display shall indicate the following minimum elements, in compliance with local legislation:
Company name, address, telephone number and internet site of the point of sale
Dealership’s Opening hours for each service.
The information on point-of-sale displays, its website and smartphone applications is consistent.