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Service Concept and Maserati Personas
Customer Journey
Roles & Responsibilities in the Aftersales
Maserati Services
Dealership Parts Department Management
Warranty Management
Audit
Main Aftersales Indicators
Corporate Identity and Dealer Standards
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 (OTO Service)
Service Contracts
Bundle Sales Process
Extended Warranty
Pre-paid Maintenance
Certified Pre-Owned Program
Pick up & Delivery
Loaner Car Program
Best Service
Dealership Parts Department Management
Order Receipt
Parts Request To Maserati
Goods Receipt
Claims, Returns & Invoicing
Warranty Management
New Vehicle Contractual Warranty
Activation
Validity Period
Owner's Responsibilities
Scheduled Maintenance
Exclusions
Wear and Tear Parts
Tuning
Corrosion Warranty
Management of Vehicles in Stock
Hand-Over of New Vehicles
Management of DEMO Vehicles
Car Parc Allocation
Other Warranty Rules
Cosmetic Defects
Accident/ Body Damage Reports
Battery Replacement and Claiming Under Warranty
Connectors Replacement Kits
Electrical Wiring Faults
Lubricant and Consumables
Replaced Parts Management
Variant Tracking
Submitting a Warranty Claim
Service Entry +
Warranty Claim Filing
Cost Codes
Labour Time Calculation
Diagnostic and Straight Time
Diagnostic Reports
Mandatory Documentation
Road Test
Time Limit Requirements
Blocking Claim Flags (Warranty Expired or Locked)
Warranty Claim Assessment
Warranty Reimbursement and Invoicing
Warranty Closing Calendar
Warranty Invoicing Procedure
Warranty Payments Method
Refund for Parts
Refund for External Interventions (Sublet)
Archiving
Audit
Self-Assessment
Development Audit
Opening Meeting
Activities Analysis
Closing Meeting
Overall Audit
Opening Meeting
Activities Analysis
Closing Meeting
Calculation of Efficiency Indices
Observation and Rating of Each Criterion
Data Collection
Efficiency Indices
Claims Chargeback
Audit Process Outcome
Main Aftersales Indicators
NPS - Net promoter score
Service Indicators
Parts Indicators
Corporate Identity and Dealer Standards
Corporate Identity
Electric Vehicle Management – Service Requirements
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Whitebook
Tools
"5 Whys" Method Explanation Sheet
"5 Whys" Method Explanation sheet
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