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Service Concept and Maserati Personas
Customer Journey
Roles & Responsibilities in the Aftersales
Maserati Services
Warranty Management
Audit
Main Aftersales Indicators
Corporate Identity and Dealer Standards
Dealership Parts Department Management
Tools
Documents
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Service Concept and Maserati Personas
Maserati Service Concept
Maserati Personas
An example of Persona: The "Unique"
Customer Journey
Booking
Customer Contact
Lead Management
Customer Needs Identification
Customer Mobility Needs Check
Vehicle Enquiry
Scheduling
Reception
Before the Customer's Arrival
Spare Parts Pre-Picking
Welcome and Data Check
Customer's Needs Identification
Preliminary Checks for Electric Vehicles
Vehicle Inspection
Quote Estimation
Repair Order Opening
Customer Waiting
Service Execution
Diagnosis & Work Assignment
Work Execution
Quality Control before Vehicle Delivery
Preventive Treatment of Non-Quality in Aftersales
Vehicle Preparation
Delivery
Customer Contact
Reception & Repair Order Closing
Work & Cost Explanation
Additional Service Recommendations
Vehicle Delivery
Follow-up Contact After Work
Contact Preparation
Customer Contact & Interview
Recording & Monitoring
Critical Issues Management
Roles & Responsibilities in the Aftersales
Aftersales Manager
Aftersales Back Office Personnel
Service Advisor
Warranty Manager
Shop Foreman
Technicians
Spare Parts Manager
Spare Parts Personnel
Maserati Services
Customer Journey Services
Multichannel Service Booking (OTO Service)
Quality Certificate (MC 20) & GT2 Stradale
Video Health Check
Video Health Check (OTO Service)
Customer Programs
Pick up & Delivery
Loaner Car Program
Extended Warranty
Maintenance programs
Certified Pre-Owned Program
Best Service
Warranty Management
New Vehicle Contractual Warranty
Activation
Validity Period
Owner's Responsibilities
Scheduled Maintenance
Limited Warranty Coverage
Exclusions
Emission Warranty
Vehicle Modifications
Corrosion Warranty
Management of Vehicles in Stock
New Vehicle Receipt and Inspection
Management of DEMO Vehicles
Car Parc Allocation
Change of Ownership
Other Warranty Rules
Accident/ Body Damage Reports
Add-On Repairs
Appeals
Battery Replacement and Claiming Under Warranty
Blue Online (Pre-Authorization)
Connectors Replacement Kits
Cosmetic Defects
Digital Photographs
Electrical Wiring Faults
Lubricant and Consumables
Maserati Emergency Roadside Assistance & Reunite
Notification of Legal Issues
Part Assemblies
Reacquired Vehicles
Reconditioning of Used Vehicles
Repair Versus Replacement
Repeat Repairs / Comebacks
Required Tools and Training
Software Updates
State Regulations – Lemon Law
BBB Auto Line Arbitration Program
Variant Tracking
Replaced Parts Management
Time Records/Time Control Systems
Warranty Part Return Requirements
Submitting a Warranty Claim
Service entry +
Warranty Claim Filing
Cost Codes
Repair Order Documentation
Labour Time Calculation
Diagnostic and Straight Time
Sub-Contract (Sublet) Services
No Fault Found Policy
Diagnostic Reports
Mandatory Documentation
Road Test
Time Limit Requirements
Blocking Claim Flags (Warranty Expired or Locked)
Blocking Error Code Troubleshooting Guide
Campaign on EFM vehicles
Campaigns on Crashed vehicles
Warranty Claim Assessment
Warranty Claim Processing Status Codes
Warranty Reimbursement and Invoicing
Warranty Closing Calendar
Warranty Claim Crediting
Warranty Acknowledgement Reports
Warranty Labor Rate and Part Markup Requests
Requirements for Warranty Claim Documentation and Recordkeeping
Audit
Self-Assessment
Main Aftersales Indicators
NPS - Net promoter score
NPS - KPI Calculation
NPS - Customer Care Follow Up
Service Indicators
Fix Right First Time
Overall Efficiency
Vehicle Days Down
Campaigns Fullfilment
BOL Ticket Closure Service Level
Parts Indicators
Service Level (Parts Availability)
PHD Solved Time
Corporate Identity and Dealer Standards
Corporate Identity
Electric Vehicle Management – Service Requirements
Dealership Parts Department Management
Order Receipt
Parts Request To Maserati
Goods Receipt
Claims, Returns & Invoicing
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Tools List
Customer Journey
Booking
Operating Standard 01. Booking the Appointment
Operating Standard 12. Returns to the Workshop
Operating Standard 13. Managing Leads
Operating Standard 16. Building and managing Replacement Vehicle fleet
Operating Standard 17. Pick-up & Delivery Service
Booking Enquiries Workflow
Booking Pre-Diagnosis Check
Appointment Reminder – Text Templates
Time Usage
Booking Criteria
Pick-Up & Delivery Guidelines
Booking - Detailed Phone Script" tool sheet
Method Sheet “Mobility offer - 1st Customer contact"
Managing Leads: An example of voice message
Managing Leads: An example of e-mail
Managing Leads: Example of Phone Script
Managing Leads: Example of Customer Contact tracking table
Example of Fleet Management table
Reception
Operating Standard 02. Preparation of the Reception
Operating Standard 03. Workshop Pre-picking
Operating Standard 04. Greeting Customer at the dealership
Operating Standard 05. Reception and Customer Service Agreement
Operating Standard 6. Vehicle inspection on reception
Operating Standard 12. Returns to workshop
Operating Standard 14. Promoting the Accessories range
Parts Appointment Preparation Workflow
Walk-Around Checklist
Vehicle Reception Checklist
Mobility Offer: Reception & Delivery Method Sheet
Electric Vehicle Preliminary checklist
Execution
Operating Standard 07. Workshop work and Customer agreement on additional works
Operating Standard 08. Quality Control before Vehicle Return
Operating Standard 09. Preventive Treatment of Non-quality in Aftersales
Operating Standard 12. Returns to the Workshop
Diagnosis & BOL + Workflow
Complete Inspection Checklist
Quality Control Checklist
Key Risks of Workshop Returns in the Aftersales Customer Journey
Tracking sheet for Workshop "Reworks" and "Returns"
"5 Whys" Method Explanation sheet
Preventive Action plans & Follow-up
Workshop "Reworks" and "Returns" Tracking table
Delivery
Operating Standard 10. Explanation of work and delivery
Delivery Remind Text Samples
MC20 Service Quality Certificate
Method Sheet Exit Interview
Exit Interview Follow-up Table
Customer Follow-up Contact After Work
Operating Standard 11. Customer Follow-up Contact After work
Method Sheet Customer Contact After Work
Tool Sheet Phone Script Customer Contact After Work
Customer Contact Tracking Table After Work
Roles & Responibilities in Aftersales
Operating Standard 15. Aftersales Manager's Tour
Aftersales Manager's Tour Guide
Aftersales Manager's Tour Verification Grid
Warranty Management
Blue On Line Plus Dealer's Manual
Service Entry Plus Manual
Pre-Delivery Inspection Checklists
Troubleshooting Guide
