Delivery

Last step in the Customer journey at the workshop is the delivery process, that includes the activities to be carried out from the moment the interventions have been completed until the vehicle is delivered to the Customer.

This is a crucial step, because it provides the Service team the opportunity to create a lasting impression with the Customer, until the next service.

For this reason, it is important to anticipate the Customer needs even at this stage, sending a reminder to inform him/her the job is completed, and the vehicle is ready for pick up.

During this process, the Customer should receive all the necessary explanations related to the interventions performed and any complaints should be immediately managed.

Customer contact

Customer Reception & RO Closure

Work & Cost explanation

Additional Services proposal

Vehicle Delivery

Main objectives:

.

1/3

Explain to the Customer the performed interventions and the corresponding invoice, pointing out that all the interventions have been carried out on time and at the agreed cost

2/3

Increase the Customer’s satisfaction by improving the Dealer’s perceived image

3/3

Improve the delivery efficiency

Golden rules

SHOW ALL THE GOLDEN RULES

Tools

Use the Delivery remind text samples to manage communication with the Customer

If possible, it is preferable to assign different time slots to those dedicated to the vehicles’ reception, always taking into account the Customer’s and the Service Advisor’ needs

Customer satisfaction index (CSI)

Delivery

GUIDELINES KPI CSI QUESTIONS

7 GOLDEN RULES with actions to apply once Customer left the service advisor Customer contact SATISFACTION & RECO Q5 : How satisfied were you with the willingness of the Service Advisor to understand your service needs? Reception & repair order closing SATISFACTION & RECO

Q5 : How satisfied were you with the willingness of the Service Advisor to understand your service needs?

Q6 : How satisfied were you with the Service Advisor's explanation of the work that was to be completed on your Maserati?

Work & cost explanation SATISFACTION & RECO

Q5 : How satisfied were you with the willingness of the Service Advisor to understand your service needs?

Q6 : How satisfied were you with the Service Advisor's explanation of the work that was to be completed on your Maserati?

Additionnal services Recommendation SATISFACTION & RECO

5 : How satisfied were you with the willingness of the Service Advisor to understand your service needs?

Q6 : How satisfied were you with the Service Advisor's explanation of the work that was to be completed on your Maserati?

Vehicle delivery SATISFACTION & RECO Q5 : How satisfied were you with the willingness of the Service Advisor to understand your service needs? Customization of the delivery SATISFACTION & RECO Q5 : How satisfied were you with the willingness of the Service Advisor to understand your service needs?

Delivery tools

GUIDELINES KPI CSI QUESTIONS

Delivery Remind Text Samples SATISFACTION & RECO

Q1: Thinking about this visit, how satisfied were you regarding your overall experience with the service department?

Q2: How likely are you to recommend this service department?

MC20 Service Quality Certificate SATISFACTION & RECO

Q1: Thinking about this visit, how satisfied were you regarding your overall experience with the service department?

Q2: How likely are you to recommend this service department?

Method Sheet & Follow-up Table Exit Interview SATISFACTION & RECO

Q1: Thinking about this visit, how satisfied were you regarding your overall experience with the service department?

Q2: How likely are you to recommend this service department?