Customer Waiting
After the Repair Order’s signing and delivery, the Service Advisor:
- provides the mobility service agreed with the Customer during the Booking Phase. If replacement vehicle has been requested:
- applies for the driver's license and attach the copy to the file;
- checks the condition of the vehicle on the loan agreement (fuel level and / or traction battery charge and mileage);
- provides the vehicle with signature of both parties on the loan contract.
- asks the Customer how he/she prefers to be contacted (e.g., by phone, email) to be updated when the vehicle is ready or in case additional interventions are needed
If the Customer prefers to wait at the Dealership, the Service Advisor accompanies him/her to the Waiting area.
While the Customer is waiting for service completion, we should ensure:
- Amenities & refreshment
- Facility comfort
- New model Test Drive offer, customized to Persona
- The Service waiting area should respect the Maserati’s Corporate Identity and display all products in the best and efficient way creating the greatest Customer's loyalty
- The unique care for details that is used for manufacturing the Maserati Genuine Accessories must be reflected also in the way each individual asset is displayed and shown to the Customer.
For more details on the promotion of the Accessories range, please refer to the “Aftersales Operating Standard 14. Promoting The Accessories Range” sheet.
The Service waiting area should respect Maserati’s Corporate Identity and display all products in the best and efficient way
Place the Fixture and other accessories (e. g. genuine wheel rims) according to the Maserati’s Corporate Identity standards
Accessories videos should be projected in the waiting area