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Whitebook
Customer Journey
Warranty Management
Tools
Documents
Customer Journey
Booking
Vehicle Enquiry
Service Execution
Delivery
Follow-up Contact After Work
Warranty Management
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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
Aftersales Lead Management Manual
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
