Result of Customer appointment reminders are implemented Implemented correctly Customer Dealership Result - Remember maintenance time.. Goal: Schedule an appointment with customers to d
INTRODUTION
Reasons for choosing the topic
Honda is a growing automotive company because the demand for Honda automotives in Vietnam is increasing because of its design advantages and reasonable price This market promises great growth potential in the future, leading to high demand for professional maintenance, repair and consulting services
Research can help businesses evaluate the effectiveness of their current service management model, identify strengths and weaknesses and come up with appropriate improvement solutions Above all, improving the quality of after-sales service will contributes to increasing customer satisfaction, retaining customers and attracting new customers Contribute to promoting the development of the Honda automotive market in Vietnam by providing useful information to businesses and consumers
The research will use scientific research methods such as surveys, interviews, and data analysis to collect and evaluate information
Contribute to the knowledge base of Ho Chi Minh City School of Technical Education, especially the subject of Automotive Service Management
From the above reasons, carrying out the topic "Research on Honda's standard service and warranty process" is a potential graduation topic, highly practical and can bring many benefits to students, businesses and consumers.
Research Goals
- In order to complete the curriculum and initially get acquainted with the research work of engineers, the group chose this topic as the final graduation topic
- Based on reality, this topic identifies factors that affect the quality of service and standard warranty of Honda automotives, and evaluates the level of customer satisfaction with the dealer's after-sales service.
Research subject
Through available documents and documents on the Internet at home and abroad as well as through accessing and learning from Honda dealerships, the project mainly focuses on researching the standard service process and warranty of Honda Vietnam.
Research domain
- Research the agent's standard service procedures
- Research the dealer's warranty policy
- Research Honda automtotive parts and accessories
- Research the Honda automotive repair process.
Research Methods
Contact the library of Ho Chi Minh City University of Technical Education to borrow relevant books for reference
Search and collect relevant documents on the internet, books and newspapers to support research work
Learn more about research topics and discuss the issues being researched
Find out at Honda Kim Thanh Dealer
- Based on relevant documents on service management and documents on Honda automotive maintenance and repair
- Chapter 2: Overview of standard service process
- Chapter 3: Standard service procedures steps
- Chapter 4: Warranty policy and warranty service process
- Chapter 5: Make conclusions and directions for development in the future
OVERVIEW OF HONDA DEALER STANDARD SERVICE PROCESS
Appointments reminder
Goal: CR staff or SA announce periodic maintenance, promotional programs and call back FU to increase automotive life
- Step 2: Call the customer to remind the appointment
The necessity of Appointments reminder activities:
Table 2.1 Result of Customer appointment reminders are implemented
- Receive information about promotions and events, recalls or PUDs
- Increase communication opportunities, update information, and ensure customer safety
- Make customers happy and likely to return
- Positive word of mouth led to a rise in the number of clients
- Did not receive information about periodic maintenance schedules and other information
- Feeling that the safety of the automotive is not guaranteed and the dealer does not care about the customer's Automotive
- Unable to update customer information and unable to contact
- The workshop's workload is not guaranteed
- The risk of customers' automotive having problems increases
- Customers are dissatisfied and likely never to return
- Positive word of mouth led to a decline in the number of clients
Table 2.2 Requirements for appointment reminder and customer management jobs
Customer Data Necessary information Target
- Make calls to remind customers about regular maintenance schedules
- Drive customers to the dealership
- Dealership can check the periodic maintenance schedule and service schedule of a specific automotive
Service history - Date of first warranty registration
- Overall maintenance and maintenance/repair schedule by manufacturer
- Date, mileage and category of last dealer service
- Data customers need to call during the agent's month
- Items that need consulting for each customer group
Making Appointments
Goal: Schedule an appointment with customers to discuss arrival time, repair and maintenance details, and delivery time, avoid consumers waiting at the reception desk when they arrive at the dealership, and provide high-quality service as requested by customers until the planned delivery time
- Step 1: Prepare to receive the appointment
- Step 3: Arrange to welcome customers
Note: When answering the phone with customers, SA need to carefully ask customers what they need and record the information clearly and specifically
The necessity of Making appointments activities:
Table 2.3 Result of Making appointments are implemented
- Waiting time for reception and work can be shortened, customers can plan their own schedules
- Receive service that exceeds expectations
- Avoid guests arriving at the same time
- Understand workload to improve Technician efficiency and productivity
- Adequate communication will increase the opportunity to sell services
- Make customers happy and likely to return
- Positive word of mouth led to a rise in the number of clients
- Waiting time for reception and work may be longer, making it difficult for customers to plan their own schedules
- Unable to receive service according to my expectations
- Many customers arriving at the same time reduces service quality at the reception desk
- Inadequate communication reduces service sales opportunities
- Customers are dissatisfied and likely never to return
- Positive word of mouth led to a decline in the number of clients
Customer reception
Goal: Listen to customers and understand exactly why they come to the dealership
The necessity of Customer reception activities:
Table 2.4 Result of Customer reception are implemented
- Feel at ease with the friendly environment and warm greetings
- Can create a good impression on customers right from the first contact
- Useless returns can be avoided when the agent accurately grasps the customer's requirements
- Make customers happy and likely to return
- Positive word of mouth led to a rise in the number of clients
- Feeling uncomfortable with a messy working environment and not being greeted enthusiastically
- Can create a bad impression on customers right from the first contact
- The dealership did not understand the customer's requirements, leading to repairs
- Customers are dissatisfied and likely never to return
- Positive word of mouth led to a decline in the number of clients
Interview customer
- To accurately understand customer complaints through asking questions and finding out the causes for those problems
- Using the Intake Interview Sheet to get as much information from the customer as possible and preparing an accurate Repair Ticket will ensure the Technician's work is accurate
Note : When the Service Advisor has interviewed the problem in an attempt to diagnose the problem and still cannot identify any cause, the Technician will need to perform a diagnosis
- Step 3: Explain to the customer the necessary repairs
The necessity of Customer Interview activities:
Table 2.5 Result of Customer Interview are implemented
- Repair work is completed right from the first reception and customers do not need to return for re-repair or have to wait for many hours
- Agents understand what work needs to be done and provide appropriate tasks
- The need for repeat repairs can be avoided by performing repair or maintenance work correctly
- Make customers happy and likely to return
- Positive word of mouth led to a rise in the number of clients
- Wasted time due to having to repair again or the repair time is prolonged
- Agents cannot understand what work needs to be done and cannot assign appropriate work
- Not understanding the requirements correctly, leading to repairs
- Customers are dissatisfied and likely never to return
Estimates
Goal: Present details to customers about maintenance/repair work, automotive delivery date and preliminary cost estimate
- Step 3: Ask for customer feedback
The necessity of Estimates activities:
Table 2.6 Result of Estimates are implemented
- Feel secure if you know details about the maintenance/ repair process and estimated costs
- You can plan if you know the delivery date
- Avoid future problems when detailing the maintenance/repair process, cost estimates, and automotive delivery date
- Make customers happy and likely to return
- Positive word of mouth led to a rise in the number of clients
- Feeling worried when not knowing details about the maintenance/repair process and estimated costs
- Unable to schedule due to uncertain delivery time
- There are cases where customers complain and are dissatisfied
- Service quality will be poor due to unreasonable work assignment and arrangement
- Customers are dissatisfied and likely never to return
- Positive word of mouth led to a decline in the number of clients
Work control
- Adjust the assignment and management of technicians, work bays and tools to ensure the workshop operates efficiently and effectively
- Eliminate irrationality, waste and inconsistency to increase service profits
- Step 1: Prepare for the following day
- Step 2: Manage workshop work schedule
The necessity of Work control activities:
Table 2.7 Result of Work control are implemented
- Proactively schedule your own plans and payment plans
- Technicians can prepare the necessary spare parts and tools in advance
- JC can easily adjust plans for additional and delayed work so the entire workshop schedule is optimized
- Make customers happy and likely to return
- Positive word of mouth led to a rise in the number of clients
- Private plans and payment plans cannot be easily scheduled
- Unable to arrange technicians and working compartments properly
- Unable to prepare all necessary spare parts and tools
- The schedule cannot be easily adjusted for additional work and delays
- Customers are dissatisfied and likely never to return
- Positive word of mouth led to a decline in the number of clients
Repair
Goal: Complete the estimated and proposed work
- Step 3: Fill out the repair order
The necessity of Repair activities:
Table 2.8 Result of Repair are implemented
- Feeling satisfied because the waiting time was on time
- The work performed will be effective, increasing the agent's working ability
- Make customers happy and likely to return
- Positive word of mouth led to a rise in the number of clients
- Increase service profits Implemented incorrectly
- Feeling dissatisfied with having to wait so long
- The work performed will not be effective, reducing the agent's ability to work
- There is a possibility of errors during the repair process
- Customers are dissatisfied and likely never to return
- Positive word of mouth led to a decline in the number of clients
Pre-Delivery Inspection
- Check whether the work has been completed according to the customer's requirements and also check the "accuracy" as well as the "quality of the work"
- Avoid rework and minimize customer complaints
- Step 2: Arrange re-repairs command(if possible)
- Step 3: Sign and stamp "Final Inspection" on the Final Inspection Form after the automotive passes the PDI
The necessity of Final inspection activities:
Table 2.9 Result of Final inspection are implemented
- Feel secure knowing that the automotive is repaired properly and that no work is missed, avoid the need to return to the dealership
- Don't waste time if you don't repair it after delivering the automotive
- Create more work thanks to new proposals
- Make customers happy and likely to return
- Positive word of mouth led to a rise in the number of clients
- Having to return to the dealership after just completing the service and wasting time because of unsatisfactory repair work
- Waste of time to repair
- No additional time for new maintenance/ repair work
- Customers are dissatisfied and likely never to return
- Positive word of mouth led to a decline in the number of clients
Automotive wash
Goal: Clean the inside and outside of the automotive before delivering the automotive
- Step 1: Manage automotive wash schedule
- Step 2: Wash and clean the automotive
The necessity of Automotive washing:
Table 2.10 Result of Automotive washing are implemented
- Waiting time to receive the automotive can be reduced
- Feeling satisfied because the automotive is clean and beautiful
- Avoid having many automotive vehicle washed at the same time or having the automotive wash time disturbed
- Prepare appropriate machinery and tools for washing to avoid wasting customers' time
- Make customers happy and likely to return
- Positive word of mouth led to a rise in the number of clients
- Waiting time to receive the automotive is longer
- Feeling disappointed because the automotive doesn't look clean
- Many automotive vehicle are washed at the same time or the automotive wash time is disturbed
- Lack of appropriate machinery and tools for washing, wasting customers' time
- Customers are dissatisfied and likely never to return
- Positive word of mouth led to a decline in the number of clients
Automotive delivery
- Return the automotive to the customer after completing maintenance/repair as requested on RO
- Explain in detail to customers about maintenance/repair work, costs and be reminded about the next maintenance
- Step 1: Preparing for automotive delivery
The necessity of Automotive delivery:
Table 2.11 Result of Automotive delivery are implemented
- Understand job details, labor details and parts costs
- Satisfied that the requirements have been completed
- Receive payment consent from the customer
- Workshop repair tools are not inside the automotive
- Make customers happy and likely to return
- Positive word of mouth led to a rise in the number of clients
- Not understand job details, labor details and spare parts costs
- Unsatisfied that the requirements have been completed and the workshop's repair tools are still inside the automotive
- Does not fulfill customer needs
- The customer's payment consent was not obtained
- The workshop's repair tools remained inside the automobile
- Customers are dissatisfied and likely never to return
- Positive word of mouth led to a decline in the number of clients
Customer care after service
Goal: Check whether the dealer's maintenance and repair quality meets customer requirements
Note: Customer care is the main job of the CR , not the SA, to be honest and avoid customer embarrassment
The necessity of Customer care after service:
Table 2.12 Result of Customer care after service are implemented
- Feel satisfied when the automobile is completely taken care of
- Automotive are handled immediately when unhappy or with complaints
- Dealership can prevent incidents from occurring to customers' automotive in advance
- Make customers happy and likely to return
- Positive word of mouth led to a rise in the number of clients
- Feel progressively unsatisfied and complain if the automobile is not properly maintained to extend its life
- Having to wait a long time before the issue is handled
- The dealership couldn't discover the problem soon enough
- Customers are dissatisfied and likely never to return
- Positive word of mouth led to a decline in the number of clients
STANDARD SERVICE PROCESS
Appointment reminder process
- Remind customers about routine maintenance and notify about promotional events
- Ensure the service workload and number of customers coming to the dealership are stable
- Step 1: Make a list of target customers
- Step 2: Encourage customers to come to the dealership by sending calendar messages
3.1.1.1 Make a list of target customers
1) In case of routine maintenance:
Separate target customers filtered from the customer management system by type of maintenance according to the number of kilometers traveled (5000km, 10000km, 20000km maintenance) or by the number of months that have passed since the scheduled maintenance latest
- Step 2: Put the separated customers into the target customer list:
Transfer the list of periodic maintenance reminders and recommendations
Transfer automotive model name, address and phone number of the customer
- Step 3: Notify the service manager
2) In case of service/PUD/recall incentive:
- Step 1: Separate target customers by service incentives, PUD and recall
- Step 2: Put the separated customers into the target customer list
Copy the information required to notify customers when agents are available to welcome them and invite them to visit
- Step 3: Notify the service manager
- Choose the priority level in the ability to manage and send calendar reminder messages
- Set goals for crawl time and rate
3.1.1.2 Send messages to remind customers and encourage customers to come to the dealership:
There are 3 forms to send to customers:
Table 3.1 Advantage and Disadvantage of DM
Advantage - Send to a large number of customers at the same time
- Original format can be used
- Send many different information in one email
Disadvantage - Difficult to determine whether the customer will read it or not
Note: You can convey your feelings to customers by writing them a brief message
Table 3.2 Advantage and Disadvantage of SMS
Advantage - Information can be sent promptly, and customers can receive it at any time
Disadvantage - Difficult to determine whether the customer will read it or not
- The announcement may go unnoticed because there is more information available
- The amount of information sent is small because the number of characters entered is limited, so it cannot convey all the agent's messages
Note: It is vital to conceal the customer's personal information while transmitting to several consumers at the same time
Table 3.3 Advantage and Disadvantage of DM
Advantage - Send to many target customers at the same time and promptly
Disadvantage - The notification may go ignored due to the numerous other alerts
- The agent's messages cannot be fully conveyed because they are not written by hand
3.1.2 Call customers to remind appointments
Goal: To check if customers have received calendar reminder messages and to encourage customers to book an appointment
Two times of Call customers to remind appointments:
Ask if the customer has received a calendar reminder message or not
- Second time: If the customer has not yet scheduled an appointment, call to suggest scheduling an appointment ten days after sending a reminder message
Note: Before starting a call, check the list of target customers to avoid calling customers who have already set up appointments or customers whose routine maintenance has ended
- Call customers who have not answered the phone and avoid calling the same customers
- Understand the reasons why customers do not come and take measures
- Step 1: Save information about sending messages and calling to schedule reminders
- Step 2: Save information about appointment dates
- Step 3: Save information about why customers do not come to the dealership
Figure 3.2 List of target customers with results recorded
- When the customer cannot be contacted by phone or the DM is returned to the agent:
Cross out that customer's address in the list of target customers
Record the changed address in the notes column, and update the information on the data system
When the customer arrives at the dealership, the Service Advisor confirms with the customer their current address
Figure 3.3 Example when the customer cannot be reached by phone or the DM is returned to the agent
- When the actual number of kilometers the automotive has traveled has not reached the periodic maintenance milestone:
Cross out that customer in the list of target customers
Record the number of kilometers the automotive has traveled and the number of months that have passed at the present time to determine the next scheduled maintenance
Figure 3.4 Example when the actual number of kilometers the automotive has traveled has not reached the periodic maintenance milestone
- Finally, transfer that customer data into the next month's target customer list.
Making Appointment process
Goal: Understand appointment handling capacity based on capacity and number of SA and Technicians available
- Step 1 : Understand the qualifications of SA and Technicians
- Step 3: Understand the time available for the appointment
3.2.1.1 Understand the qualifications of SA and Technicians
Goal: Manage Technicians by level to assign them to customer appointments
Figure 3.5 Examples of SA and technicians organized by level
Goal: Arrange for the amount of automotives to be serviced by appointment, knowing how many SA and Technicians are available based on the following month's calendar, including leave and training schedules
Figure 3.6 Example of Work schedule table
3.2.1.3 Understand the time available for the appointment
Goal: Manage automotive reception time, arrange the number of assigned automotives according to capacity and number of staff present and avoid the situation where customers are scheduled to arrive at the same time
Figure 3.7 Example of entered customer appointments and times to clarify appointment time per Service Advisor
Figure 3.8 Examples of entered customer appointments and times to clarify appointment time per Technician
1) Set the arrival time for customer's appointment:
Goal: Avoid unbalanced work, which leads to work being concentrated on weekends, overloading the agent
Figure 3.9 The bar graph shows the time it takes to arrive for an appointment
2) Peak days and customer arrival time slots:
Goal: Suggest customers schedule an appointment during a non-busy time frame, based on the number of customers typically coming in for service each day and the typical arrival time
Table 3.4 Peak day when customers come to the dealership
The chart shows that more customers visit the dealership on Monday, Friday and Saturday
=> Try to schedule appointments on Wednesday and Thursday
Table 3.5.Customer arrival time slot
The graph shows that the number of incoming automotive customers is very high around 10 a.m to 11 a.m
=> Try to schedule an appointment between 1 p.m and 2 p.m
- Consider the agent's handling ability when receiving appointments
- Accurately estimate Technicians' working time to increase Technicians' efficiency and productivity
Table 3.6 When a dealer calls a customer/the customer calls to make an appointment
1- Make the call and ask for an appointment 1- Receive calls for appointments 2- Suggest an appointment 2- Listen to customer requests
3- Re-estimate as required 3- Make a preliminary estimate 4- Determine the time and date of the appointment
6- Record appointment details in the system/form
7- Manage the time needed for appointments
Note: To increase customer satisfaction, it is necessary to consider the customer's requirements as a top priority when receiving an appointment
3.2.2.1 Make the call and ask for an appointment/ Receive calls for appointments:
1) Make the call and ask for an appointment:
Reschedule with the customer who called them twice to remind them to do the service but they still haven't come to do the service
Present the benefits of making an appointment and the importance of regular maintenance, and then get the customer's buy-in
When receiving a call from a customer calling for the first time, record the information the customer provided accurately
Check the exact information customers provide and request when they call to make an appointment or call because their automotive is broken down
3.2.2.2 Suggest an appointment/Listen to customer requests:
Check the details and costs notified to the customer in advance and convince the customer to make an appointment for periodic inspection as announced
If the customer agrees to make an appointment, confirm the time and date of the customer's arrival and whether they need to borrow a automotive
- Inspection requires inspection or repair
- Check the time, appointment date and pick up date
- Confirm that the customer needs a taxi to pick up or use a borrowed automotive (may or may not be free in each case)
3.2.2.3 Re-estimate as required/Make a preliminary estimate:
When a customer has an additional request to the agency's proposal, estimate the additional request
Figure 3.10 Example of estimate the additional request
At the customer's request, try to provide the customer with a preliminary estimate as close as possible
Figure 3.11 Example of preliminary estimate
Note: It's difficult to get a rough estimate without actually diagnosing theautomotive, tell the customer about it and ask them to make an appointment to bring the automotive in
3.2.2.4 Determine the time and date of the appointment
Based on the customer's request, the number of automotives that the SA can pick up and deliver and the number of Technicians available to determine the appointment time and date
Table 3.7 The average time it takes for the SA to do the entire job
Advisor can work with each automotive
Hours SA can work every day
- Considering the entire job from automotive reception to automotive delivery, appointments can only be made for eight to ten automotives a day
Check out the details Details
1- The reason customers come to the dealership
1- Details of customer requests or inquiries
2- Job details 2- Job details, additional requirements, concerns, etc 3- Cost (including payment method) 3- Labor costs, parts, taxes, etc
4- Appointment date and time (arrival time)
4- Date and time of appointment
5- Automotive delivery time 5- Automotive delivery time and location are pre-arranged 6- Need to use a loaner automotive 6-
7- Customer's pick-up address 7- Home or other place, etc
8- Documents required 8- Automotive inspection certificate, inspection book, etc 9- Communications 9- Contact phone number and appropriate contact time period
Note: After reconfirming, thank the customer for agreeing to meet and end the call
3.2.2.6 Record appointment details in the system/form
Table 3.9 Appointment details should be recorded
Item 1- Customer information (Name, phone number)
2- Automotive information (Automotive type name, license plate)
3- What do customers come to the dealership for?
5- Date and time of appointment
7- Need to use a loaner automotive
3.2.2.7 Manage the time needed for appointments
Once the appointment is determined, calculate the time it will take to arrive for the appointment
Table 3.10 Calculate the time needed for the appointment
1- Determine which technicians can work:
- Since it is a 20k inspection, assign a technician for routine maintenance
- Step 1: Call to remind/Send SMS
- Step 2: Arrange a taxi to pick up customers/prepare a loaner automotive
- Step 3: Prepare the appointment record sheet
- Step 4: Prepare the necessary documents
3.2.3.1 Call to remind/Send SMS:
Goal: Call/SMS the customer the day before the appointment to confirm the appointment date and time to avoid appointment cancellation
Table 3.11 Check contents when Call/SMS
Content Date and time of appointment Pick-up area (in case there is a taxi to pick up)
3.2.3.2 Arrange a taxi to pick up customers/prepare a loaner automotive
1) Arrange a taxi to pick up customers
The costumer determines the pick-up location, which may be their home or place of employment
Check if other customers have returned the loaned automotive and clean it for further lending
Table 3.12 Check contents when Prepare a loaner automotive
Content Hygiene condition inside and outside the automotive
Check each function of the automotive
3.2.3.3 Prepare the appointment record sheet
To show our customers our welcome, prepare an appointment sign (welcome sign) This makes customers feel welcomed and satisfied
1) List of customers scheduled to meet:
Prepare and share customer appointment lists so that SA, Customer Relations staff, security guards, and receptionists can receive guests smoothly
The results must be recorded to know if the customer with appointment did not came/came to the dealership
Customer information and automotive information should be recorded in the Interview Form upon Reception so that reception time can be shortened, helping to save customers' time
Figure 3.12 Reception Interview Sheet has been fill out information
Customer reception process
- Ensure the reception area is always clean and tidy so customers feel comfortable when coming to the dealership
- Check the service history of customers with appointments before arriving and prepare necessary documents to increase the efficiency of reception work
- Step 1: Arrange the environment to welcome customers
- Step 2: Prepare tools and equipment
3.3.1.1 Arrange the environment to welcome customers:
Table 3.13 Arrange the environment to welcome customers
Parking area - The parking area ensures safety for customers to park their cars
Reception area - The area around the payment counter is airy, tidy and clean
Waiting room - Tables and chairs are neat, tidy and clean
Figure 3.13 Compare the environment to welcome customers
When receiving customers prepare separate interview forms when receiving for customers with appointments and customers without appointments
Figure 3.14 Basic information was collected when preparing the Reception Sheet
Figure 3.15 The Reception Sheet is left blank for customers without appointments
2) Start personal computer and tablet to work:
Avoid having customers wait, arrange reception work before customers arrive to create conditions for SA to receive customers conveniently
- Arrange the CS kit neatly and orderly, otherwise you won't be able to take them out conveniently
- Prepare the number of CS kits according to the number of automotives arriving at the dealership, avoiding the case of missing CS kits
- Periodically check the CS kit to avoid situations where using a dirty or damaged
CS kit will cause serious complaints or make customers uncomfortable
1) Check the appointment list to check for appointments:
Check the appointment list to check appointments for the day, customer arrival times and customer requests you are in charge of, to avoid missing customer requests
Figure 3.16 Check the appointment list
2) Check customer management system for service history and previous recommendations
Ensure maintenance and parts can be recommended based on previous recommendations and can estimate automotive mileage and parts replacement time based on service history
Goal: Make a good impression and friendliness with customers
- Step 2: Update customer and automotive information
- Prioritize customers with appointments and serve them effectively, reducing waiting time for these customers
- Update customer and automotive information so the Service Advisor can contact the customer when necessary
- Avoid non-repair/repair errors due to missing/incorrect entries of details in customer requests and recommended work or maintenance
When customers enter the service reception area, the Service Advisor must greet them immediately
Table 3.14 Points to note when greeting
Clothing must be neat and clean
Stop for a moment and serve customers immediately under all circumstances Welcome customers with a kind smile
Keep your back straight while serving customers
- In case the customer you are responsible for is waiting, you need to have another Service Advisor serve that customer
- When the Service Advisor is too busy, the Service Manager can take over the reception duties
3.3.2.2 Update customer and automotive information
Enter and/or update customer and automotive information onto a personal computer or tablet:
- For new customers, you need to enter address, phone number and automotive information
- For customers saved in the list, check for any changes in address or phone number, and update the information if any
- Always let customers know the purpose of using personal information and must obtain customers' consent to use their personal information and avoid information leakage
To accurately understand the customer's wishes and requirements, the following four points must be followed precisely along with the Reception Interview Sheet
Table 3.15 Four points to follow during the Customer reception
1 Accurately observe customer and automotive conditions
2 Listen carefully to your customers' wishes and requirements
3 Ask questions to find out the customer's true intentions towards the dealership
4 Record exactly what the customer says
Figure 3.18 Informations, RemarkS and customer requests in the Reception Interview
Note: Always confirm with the customer what you have recorded about their requirements
Goal: Checking the automotive's exterior and interior conditions with the customer will avoid future problems
Use stickers to mark seat positions when checking the automotive, cover the handbrake, and cover the CS kit on parts that are easily touched directly or dirty to carefully preserve the customer's automotive
Figure 3.19 Install the CS kit
Note: Install the CS kit in front of customers will show them that we really care about their car That's called "Providing a tangible service"
Goal: Check the appearance of the automotive's exterior and interior with the customer and fill out the Reception Interview Form, and take photos so you can email them/for later proof of explanation to customers when seeing any scratches or dents
Figure 3.20 Example of entering automotive appearance inspection in the Reception interview form
Interview customer process
Goal: Understanding customer complaints and requests will ensure accurate repairs by asking questions that customers will find easy to answer
There are two types of questions:
- Open-ended questions: Use 5W1H (what, where, when, why, how) to let customers give free-form answers
- Closed questions: Let customers answer “Yes” or “No” Use this type of question to confirm information or symptoms given by the customer
It is necessary to accurately understand customer complaints and requirements by using the "Interview Sheet software" and "Interview Diagnostic Sheet"
The Interview Sheet sorftware uses easy-to-understand sounds and illustrations to make the confirmation process easier for customers to understand and for SA and Technicians to diagnose and work accurately
Table 3.16 Contents interviewed when making a diagnosis
1 Frequency Often, sometimes (once a day/once a week/once a month, etc.) and record it
Weather (sunny/cloudy/rainy/snowy)
Road conditions (highway/normal road/rough road/ hilly road)
Moment (Starting,Idling, Starting, Steady running)
3 Feature Speed, engine revolutions per minute and gear position are then recorded
4 Ask about the circumstances of the accident
Accidents caused by collisions (with bicycles, motor- bikes, automotives, trucks)
Situation (when running stably/idling)
- Determine the cause of the phenomenon based on diagnostic results received from the customer and actual automotive inspection
- Provide a suitable work sequence to help customers feel secure based on the identified causes
- Step 2: Check the actual automotive
- Step 4: Determine maintenance/repair methods
Note: Verifying the phenomenon/symptom with the consumer is crucial
Check previous tips and suggestions to see if there are any that haven't been implemented yet
First, check the details and parts that need to be checked according to customer complaints on the actual vehicle
- There are three points to note:
Confirm the phenomenon together with the customer
Ask the customer for permission before entering the vehicle
Use diagnostic equipment if necessary
Check components other than those previously advised or required to see if any additional maintenance is required
Note: The work of actually inspecting the vehicle should not be underestimated 3.4.2.3 Check maintenance information
Check maintenance information with MaRISII, a new maintenance support information system MaRISII has a function that allows you to view Service Bulletins, Maintenance Repair Manuals, Body Repair Manuals, etc
Next, check for product updates and recalls in the Service Bulletin
- Determine repair and maintenance methods for each symptom or phenomenon whose cause has been found
3.4.3 Explain to the customer the necessary repairs
Goal: Explain diagnostic results to customers in an accurate and easy-to- understand manner, the root causes of symptoms/phenomena and necessary maintenance/repair
There are four possible cases:
- Case one: The customer's complaint was confirmed and it was within specifications and was not considered a problem
- Case two: The symptoms/phenomena complained of by the customer have been confirmed and the reasons must be identified and responded to
- Case three: The symptom/phenomenon that the customer complained about has been confirmed but the cause has not been determined
- Case four: The symptoms/phenomena that customers complain about have not been confirmed and the cause has not been determined
The Service Advisor must clearly demonstrate, demonstrate and explain that the symptom or phenomenon the customer is complaining about is not a functional or product problem and that there is no problem with their vehicle
Table 3.17 Example of proving/showing that the automotive has no problems
Compare the customer's automotive to other regular automotives of the same year to show them that there is no difference
In case the customer's automotive usage is incorrect, use the Owner's Manual to explain the correct usage
Explain the functions and features of said vehicle model (using catalogs,
Owner's Manuals, customer explanation tools, etc.)
Connect the vehicle to the HDS (Honda Diagnostic System) to explain that no
DTCs (Diagnostic Trouble Codes) were detected
The Service Advisor explains to the customer the identified cause, the work and parts required to resolve the cause
Table 3.18 Points to note when explaining
Points Don't use technical jargon
Show the customer an image of the error
Explain why the problem occurred
- First, in situation where there is a risk of a serious phenomenon occurring (the risk of the customer having an accident leading to death is very high)
- Second, in situation where there is no risk of a serious phenomenon occurring (air conditioner smell, slight noise or vibration, etc.)
1) Risk of a serious phenomenon occurring:
After explaining to the customer, keep the car at the dealership
Table 3.19 How to handle when serious phenomena occur
1 Explain to the customer why a diagnosis is needed and that they will be contacted once the diagnosis is complete
2 Confirm and save the customer's phone number, contact method and time
3 Contact the customer after diagnosis to explain the diagnosis results to the customer
2) No risk of a serious phenomenon occurring:
Customers are advised to return to the dealership if their vehicle exhibits symptoms
Table 3.20 Solution when no risk of a serious phenomenon occurring
1 Explain to the client that we cannot reproduce the symptoms and that it is difficult to estimate
2 Give the Reception Interview Sheet to the customer and ask the customer to fill out the form when the problem occurs again and return to the dealership.
Estimates process
Goal: Estimating costs before maintenance/repair helps customers clearly understand repair and maintenance work and work order
- Step 1: Check all necessary costs for routine maintenance
- Step 2: Check the cost of repair parts and FRT (standard labor hours)
- Step 3: Add prices of consumable items
3.5.1.1 Check all necessary costs for routine maintenance
Check all necessary costs for routine maintenance in the periodic maintenance schedule and periodic maintenance price list
Figure 3.24 The periodic maintenance schedule
Figure 3.25 The periodic maintenance price list
3.5.1.2 Check the cost of repair parts and FRT:
1) The cost of repair parts:
Check the part code , part quantity and FRT in the EPC (Electronic Parts Catalogs):
Figure 3.26 Search for VIN code
Check stock, price and delivery time in SAP:
FRT established by Honda is Actual Service Time plus reserve time calculated by multiplying Actual Service Time by a given factor
3.5.1.3 Add prices of consumable items:
For consumable items, a single price cannot be established The dealer will ascertain the pricing in this scenario and incorporate it into the estimate
Figure 3.33 Consumable items: Spray Brake Cleaner, Grease, gearbox oil
- Let customers arrange their schedules
- Improve agent productivity and working efficiency
Table 3.21 Check contents when Estimating Automotive delivery date and time
Content Date and time the customer requests automotive delivery
Operational status of the repair compartment
FRT (Standard Work Hour) is the basis for calculating labor costs
Spare parts status (number of spare parts in stock, storage schedule)
After preliminary estimates, create an estimate table Set it up on the system, and print it out
Goal: Customers and agents understand each other, avoiding misunderstandings The process includes 5 steps:
- Step 1: Explain the content of the estimate
- Step 3: Confirm the customer's waiting at the agent
- Step 4: Confirm how to contact the customer
- Step 5: Ask for customer comments and signatures
3.5.3.1 Explain the content of the estimate:
Goal: Detailed presentation of repair/maintenance work, additional work if damage is discovered during disassembly/repair, and costs to the customer
1 Detailed work Reason for doing that job (status, treatment)
2 Working time (𝑎) Time for that job = FRT (Standard Work Hour)
3 Labor fees Labor charges per hour (𝑏) & Total labor costs
4 Parts need to be replaced
Name of spare parts to be replaced and quantity (𝑑)
5 Spare parts prices Spare parts price (𝑒), total price (𝑓 = 𝑑 𝑥 𝑐)
6 Total Total labor costs + total spare parts cost (𝑐 + 𝑓)
Goal: Confirm the form the customer wants to pay (cash or credit card) to avoid unpleasant situations when customers cannot pay
3.5.3.3 Confirm the customer's waiting at the agent:
- Take customers to the waiting room if they choose to stay
- Ask customers if they need to borrow a car or call a taxi, when they leave the dealership,
Note: To ensure that everyone is aware, it is imperative to document in the RO or information system if the customer remains at the dealership and waits or departs
3.5.3.4 Confirm how to contact the customer:
Goal: Check that the customer's contact information such as phone number or email address is correct or you won't be able to reach the customer
3.5.3.5 Ask for customer comments and signatures:
- Confirm whether the customer understands the content you presented
- To avoid misunderstandings, make sure the customer signs the estimate and give him a copy to keep.
Work control process
3.6.1 Prepare for the following day
Goal: JC understands the workshop's capacity so that it can properly arrange technicians and work bays to optimize workshop operations
- Step 1: Check if work carries over from the previous day to the next day
- Step 2: Check appointment schedule for the next day
- Step 3: Check the capacity of the workshop (number of technicians, number of empty compartments, etc.)
3.6.1.1 Check if work carries over from the previous day to the next day:
Moving from the previous day to the next day is keeping the customer's vehicle at the dealership because the maintenance/repair cannot be completed on the same day of pick-up
There are about three elements that need to be transferred:
3.6.1.2 Check appointment schedule for the next day:
The Factory Manager checks the appointment schedule for the next day according to the appointment list
Table 3.23 Check contents for following day appointment schedule
Job details Check whether the work is routine maintenance or general repairs
Check if there are any requests from customers
Amount of work Number of appointments
Check the labor hours required for each scheduled vehicle Time Check customer arrival time and automotive delivery time to customer
Note: The JC should always check the appointment and delivery to avoid delays in automotive delivery due to the absence of the assigned Technician
3.6.1.3 Check the capacity of the workshop:
The JC checks available time by checking transfers from the previous day to the next day and appointments
The JC shares the available time for each job with the Service Advisor
SA schedule maintenance work on company automotive as needed, including regular loaner vehicles and test drive automotives
Note: The work schedule created must have available time for emergency work although all the gaps are filled by appointments because it is efficient and profitable for the dealership
Goal: To divide work and assign appropriate Technicians to ensure on-time vehicle delivery
- Step 1: Check the content of the RO
- Step 2: Grasp the situation of the workshop
3.6.2.1 Check the content of the RO
The JC checks the RO to see if the job details are recorded correctly and if the technicians clearly understand the job written on the RO
Table 3.24 Check contents when examining the RO and Reception Interview Sheet
Content Check to see if the customer's requests and complaints are recorded in the RO Check that the customer's request and complaint match the RO
Check the vehicle delivery date and time
3.6.2.2 Grasp the situation of the workshop:
The workshop situation may change when the JC receives a RO, so the JC continuously monitors the workshop's capacity (technicians and work bays) every time a RO is received
Note: JC needs to check the current situation of the factory at all times to ensure there are no errors
When the automotive cannot be delivered or repairs completed on time, the JC will notify the Service Advisor to adjust the workshop's working schedule so as not to disturb the customer and ask if the customer agrees
Once approved by the customer, the Service Advisor will notify the JC and JC will continue the work In case the customer does not accept, the Service Advisor will notify the JC and JC to consider how to proceed
The JC allocates the appropriate work to a suitable technician and presents the order of work to the technicians, which should be presented in detail to avoid misunderstandings and omissions
Table 3.25 Check contents when assigning technicians
Working efficiency of TECHNICIANS Working compartment The workspace is empty
- Check to see if work is behind schedule
- Review the entire work schedule to meet work progress
Figure 3.35 Diagram for checking work progress
3.6.3.1 Periodic check on work progress(SAJC):
The Service Advisor periodically checks the Work Control Sheet and work progress in contact with the JC
Basically, routine checks should be done every hour Some jobs can be completed within an hour In that case, the foreman checks the work progress every thirty minutes to ensure that the work is according to plan
3.6.3.2 Periodic check on work progress(JCTechnicians):
The JC updates the Job Control Sheet every hour when communicating with technicians
JC periodically checks the work progress of each technician 30 minutes before the planned work completion time Checking the progress of all work should be done three times a day( in the morning, after lunch break, afternoon)
3.6.3.3 Notification of addtions and progress status(Technicians JC):
The technician must notify the JC and initiate additional work after obtaining customer approval
Technicians need to coordinate with the JC to check detailed information about the problem, additional work, and necessary spare parts for replacement
The technician determines that additional work/extended work is necessary and notifies the JC And the JCneeds to check the work schedule to see if the vehicle can be delivered on time Automotives can be delivered on time without much impact on the overall work schedule by doubling the number of technicians
3.6.3.5 Notification of addtions and progress status(JCSA):
The JC will notify the Service Advisor of the additional work required and the details of the additional work required If a change in work schedule is necessary, JC must notify the Service Advisor
Content Detailed content of the incident
Detailed content of arising work
Time to do the job
Spare parts need to be replaced
Entire working schedule after adjustment
The Service Advisor must produce a new estimate upon receipt of information from the JC regarding additional work
If there are enough necessary spare parts for replacement, SA contacts the person in charge of spare parts, checks the date and time of delivery of spare parts to estimate the vehicle delivery time to suit the customer
Content Necessary spare parts for replacement
Time required for work, wages and spare parts prices
Automotive delivery time after RO change
3.6.3.7 Notification of addtions and progress status(SACustomer):
The service advisor explained the reason for the late delivery of the automotive and the change in payment amount due to the additional work required:
- If the customer is waiting at the dealership, the SA should show them the car and explain the additional work so the customer can understand the car's condition better
- If the customer is not waiting at the dealership, the Service Advisor will call and take pictures of the vehicle's condition to explain the situation
Table 3.28 Content needs to be presented to customers
Content Additional work and reasons for late vehicle delivery Spare parts prices and labor fees
Note: SA tries to find every way to contact customers If contact is not possible, the job will be postponed
If the customer agrees to the additional work, the SA notifies them of the revised delivery date and time
If the customer does not agree to the additional work, the SA records the need for additional work or consultation in the RO and data-enters that information into the customer management system for follow-up reminders
Table 3.29 Necessary contents recorded by SA
Content Vehicle delivery date and time are revised
Customer signature (when customer waits at the dealership)
Communication history (e.g SA seal or signature)
Customers go out while waiting to get their car
Reasons why customers do not agree
The Service Advisor will notify the JC about the customer's request, sharing detailed content, automotive delivery date and time
The JC adjusts and updates the entire workshop work schedule after receiving information from the Service Advisor
3.6.3.11 Work order in the RO:
The JC assigns work and explains the work directly and accurately to the technicians to avoid misunderstandings
The JC needs to detail the additional work and the time it will take to complete the work
For Technicians whose schedules have changed, JC communicates details of the revised work.
Repair process
- Technicians check job details and vehicle delivery dates and must get the right tools and parts to get the job done efficiently
- Ensure safety when working, creating professionalism in front of customers
- Step 1: Receive RO from JC, install CS
- Step 2: Get the necessary tools
- Step 3: Spare parts department staff prints export slips
3.7.1.1 Receive RO from JC, install CS:
- Receive RO from JC so technicians know the work performed on customers' automotives
- Install CS to ensure hygiene, safety, and professionalism for customers' automotives
- Receive necessary spare parts in the RO from Spare Parts department
- Sign the delivery note printed and given to you by the Spare Parts department staff
Figure 3.36 Necessary spare parts and sign in the delivery note printed
Figure 3.37 Receive necessary spare parts
3.7.1.3 Spare parts department staff prints export slips
The Spare parts staff prints the delivery note and asks the technician to sign the delivery note
Note: Spare parts staff must prepare spare parts in advance, so that when the technician arrives, the spare parts will be available
Figure 3.38 Spare parts staff sign in RO
Technicians perform work according to the maintenance items in the repair ticket to avoid errors during the repair process
Repair and maintenance are carried out according to the Electronic Maintenance and Repair Guide of MARISII software
In case work is delayed or additional repairs are needed, immediately notify JC
SA confirms with the customer the additional repairs before starting the additional repairs and stamps “Customer agrees” on the RO, stating Please leave the agreed date and time and the person responsible
Figure 3.39 The Electronic Maintenance and Repair Guide of MARISII software
3.7.3 Fill out the repair order
Pre-Delivery Inspection process(PDI process)
Goal: Re-check maintenance/repair work to minimize errors, supervise and check the accuracy of the work before delivering the automotive
- Step 1: Check documents before testing
- Step 2: Check the automotive's maintenance/repair completion level
The PDI staff must review the Reception Sheet and RO before starting the final inspection to verify that the customer's maintenance/repair requests have been completed correctly
Table 3.30 Contents to be inspected before PDI
Incident status Detailed information about repairs and additional work Reception Sheet (Including visual inspection)
Details of repairs and additional work
Diagnostic/repair results of the
Repair details are recorded in the RO by the Technician
3.8.1.2 Check the automotive's maintenance/repair completion level
The PDI staff uses the appropriate tools or equipment to inspect the automotive Check to see if maintenance/repair work has been completed
Note: Make sure not to forget tools and spare parts inside the automotive, collect and return them to the designated location
After completing the PDI, the PDI staff signs the RO
Figure 3.42 The signing position is reserved for the PDI staff
The PDI staff records the final inspection results in the Inspection Report
Aggregated data clearly states what needs to be improved in each category such as re-repair rate, technicians needing re-training and items that frequently require re- repair
Using aggregated data will be very helpful in assigning work and arranging technicians
Goal: To clarify errors and complete the work
- Step 1: The PDI staff consider the possibility of needing re-repairs
- Step 2: The PDI staff notifies re-repairs with JC
- Step 3: The JC notifies Technicians of the re-repair
- Step 4: The JC notifies SA of the re-repair
- Step 5: The SA notifies customers about late automotive delivery
3.8.2.1 The PDI staff consider the possibility of needing re-repairs
The PDI staff monitors the work and extent of damage, then decides the possibility of needing re-repairs
The JC assign appropriate technicians, depending on the level of repair
The PDI staff notes any necessary repairs in the Inspection Report Whether the fault is minor or major, every repair case needs to be documented in full to the JC
Table 3.31 Minor/major re-repair and the person in charge of re-repair
Minor re-repair Major re-repair Define Simple errors can be handled immediately
Simple errors can be handled immediately
Example Adjust the oil level, the handbrake, etc
Oil leaks, abnormal engine noise, etc
The person in charge of re-repair
3.8.2.2 The PDI staff notifies re-repairs with JC
The PDI staff gives the RO to the JC and clearly explains the reason for the repair as recorded in the RO and Inspection Report
3.8.2.3 The JC notifies Technicians of the re-repair
The JC notifies, explains the re-repair to technicians who had previously repaired the error and discussed about the repair time and automotive delivery time
If technicians cannot repair the vehicle due to some reason, the JC assign a suitable person and update the Work Supervision Sheet
3.8.2.4 The JC notifies SA of the re-repair
The JC notifies SA about the reason for the repair and the repair process, so that
SA can explain accurately to the customer
3.8.2.5 The SA notifies customers about late automotive delivery
When vehicle delivery is late, SA contacts customers and informs them
The first thing to do is apologize to the customer Speak politely, don't make the customer nervous.
Automotive wash process
- Priority is given to cars that are about to be washed
- Divide car washing work among employees
- Check to avoid missing vehicles that have not been washed
3.9.2 Wash and clean the automotive
Goal: Clean stains inside and outside the automotive
Automotive delivery process
Goal: Final check to see if the vehicle has been repaired/maintained according to the customer's requirements
- Step 1: Bring the automotive to the waiting area
3.10.1.1 Bring the automotive to the waiting area
When parking, a space must be left so that customers can easily get in or take out the car to deliver to customers
In bad weather, park your car under cover or near the door
Other customers' vehicles, employee vehicles or long-term parking vehicles parked arbitrarily in the delivery area are not allowed
Always park the vehicle ready to be delivered to the customer in the delivery waiting area
SA must create conditions for the smooth progress of each job to ensure enough parking in the parking area
Figure 3.47 Example of parking arrangements
There are 5 points to check before delivering the car to the customer:
Based on the Repair Sheet and Interview Diagnostic Sheet, check for any missed repair/maintenance items
Check for dents/scratches, discoloration and new stains on the automotive body
Figure 3.48 Dents, scratches and stains on the automotive body
When checking the car to deliver it to the customer, the SA should bring a towel to wipe off water when needed
SA checks the car body to see if there are any areas that have not been cleaned
SA checks to see if the floor mats, dashboard and glass doors are clean
Figure 3.49 The floor mats, dashboard and glass doors are dirty
Check tools and spare parts left in the automotive to ensure customer safety
Figure 3.50 Tools left in the automotive
Reinstall the radio channel, reset the air conditioner, seat position and mirror angle to the original state, so that the customer feels comfortable
Figure 3.51.The chair and the mirror are not reinstall
For customers waiting in the dealership, SA directly tells customers that their vehicle has been repaired/maintained
For customers going out or returning home, SA will contact the customer in an appropriate manner After that, it is announced that their vehicle has been repaired/maintained, confirming the date and time of vehicle delivery
In the case that the client is not present at the designated pickup location, include the name of the SA who will be handling the car delivery
Note: When the original responsible SA is not present, it is necessary to hand over the work details to another SA responsible for delivering the automotive
- Explain carefully and accurately the work performed so that the customer can understand and approve
- Explain the next maintenance schedule to encourage customers to return for service
- Step 2: Explain the work and the amount to be paid
- Step 4: Explain the invoice in detail and ask for the customer's signature
- Step 5: Transfer to the cashier department
The SA takes the customer to the service counter
Note: Arrange another SA to take over the customer in case the responsible SA is busy/not present at the dealership
3.10.2.2 Explain the work and the amount to be paid
SA uses the Repair Sheet and points directly to the vehicle and replaced parts to explain the work completed
Table 3.32 Contents need to be explained to customers
1 Items that customers agree on when making an estimate: Use actual automotives and spare parts (replacement parts) to explain things more easily to customers
2 Interview diagnostic results, job details:
- Presents actual data for adjustment and measurement
- Drive with the customer if necessary
3 Labor fees and spare parts fees:
- Ask if the customer has any questions
- Ask if the customer agrees
- Ask the customer how he wants to handle the replaced parts
4 Call customer care (date/time, method):
- Ask the customer if the agent can call for customer service
- Explain the purpose of the call
After the customer agrees, create a sales invoice and check the invoice for any missing items
Table 3.33 Four check contents when invoicing
1 Labor and Parts Fees: Impacts sales margins on charged items
2 Do not double charge: It will lose customer trust if you charge for items that are not charged
3 Check the RO and sales invoice to see if they match: If the payment amount is not equal to the estimated amount, this will make the customer unhappy and they will complain
4 Advice is written on the invoice
3.10.2.4 Explain the invoice in detail and ask for the customer's signature
Explain to customers the next maintenance schedule At the same time, give suggestions and advice
An invoice is a legal document, so it must be signed by the customer The signature is proof that the customer has agreed and is satisfied
3.10.2.5 Transfer to the cashier department
Take customers to the cashier to pay
The SA stays to assist the customer until payment is made and retains a copy of the invoice
Goal: Thank the customer sincerely to show your gratitude, this will make the customer feel satisfied until the time they leave and make the customer want to return for service
- Step 1: Escort customer to the automotive
- Step 2: Send a thanks to customers
3.10.3.1 Escort customer to the automotive
Extensive inspection of the automotive, valuables and personal belongings left by the customer in the automotive
Remove the CS kit in front of the customer so the customer knows their automotive is well protected
Send a thanks and politely invite customers to come back for regular maintenance next time
SA explains to the customer the estimated time for the next routine maintenance Stick a maintenance schedule reminder on the car window to help customers remember the regular maintenance schedule
Say goodbye to customers until they exit the dealership
The dealership's impression of the customer is shown from the beginning to the end, specifically from the moment of receiving the vehicle until saying goodbye to the customer.
Customer care after service
Goal: Provide timely care to customers who have used services at the dealership The process includes 3 steps:
- Step 2: Check RO, service history, contact history
Create a customer data including: Customer name, mobile phone number, automotive model name, automotive number, year of automotive manufacture, distance traveled and detailed maintenance/ repair content
Figure 3.53 Example of customer data
3.11.1.2 Check RO, service history, contact history
Each customer has different service content Make sure to check to get the necessary information of each customer
Create a questionnaire form to record customer comments The script for asking questions in order is also written on the question form
The question template is to capture four different areas of questioning:
- Record customer care information: Record customer data, track dates and job numbers, so you can check which customers you've contacted
- Question about vehicle condition: If good, write OK, if not good, write Not OK Don't ask questions about customer satisfaction
- Questions about customer satisfaction with the dealership: Six questions assessed by three levels; G is good, F is fair and P is poor The six-question category is; about meeting and reception, about SA, waiting time, stock, quality of work and overall rating
- Questions according to 5W2H: Ask specifically if the customer answers Not Ok about the car's condition, or P about customer satisfaction Use the items who, when, where, what, how, why, and how much when CR asks questions Record feedback in the notes section Record key points about customer feedback
Figure 3.54 Sample questions and notes
- Thank the customer for choosing to use the service at the dealership
- Ask about the dealership's service quality (Quality of work/customer service)
- Detect customer dissatisfaction and handle it immediately
- Capture customer opinions and use that information to improve agent service quality
- Step 2: Ask customers about pre-prepared questions
- Step 3: Solution customer complaints, compliments and reviews
If the CR understands the customer's request for contact method and time, follow their request
Table 3.34 Solution situations where customers don't answer the phone
Not answer the phone Wait a moment then call back
Customer said it was inconvenient to talk
Ask when it's convenient for the customer and call back
Wrong phone number Check customer data or other documents such as
Reception Sheet when receiving the vehicle
3.11.2.2 Ask customers about pre-prepared questions
Use sample questions and notes to record customer comments, then enter call results
When a customer is dissatisfied, the CR should record details according to the designed form and track the processing progress of each case
Note: The CR’s desk area and the surrounding area are neat and tidy so that customers' comments can be carefully recorded
3.11.2.3 Solution customer complaints, compliments and reviews
1) When receiving a customer complaint, follow the 7-step solution process:
- Step 1: The CR records the complaint content on the established form
- Step 2: The CR reports the complaint content to the CR Manager
- Step 3: The CR Manager examines the contents of the complaint and decides whether it needs to be handled separately When processing is required, please request the Service Manager to conduct private processing immediately
- Step 4: The Service Manager checks the complaint content and assigns someone to handle the problem The person in charge of the service will contact the customer to ask for more details about the complaint and learn more about the detailed content of the complaint, and decide on complaint handling and customer care measures Once the measures are approved by the Service Manager, the service manager will begin implementation
- Step 5: After completing each case, the person in charge of the service will report to the Service Manager
- Step 6: The Service Manager will report to the CR Manager
- Step 7: The CR Manager sends it back to the CR person in charge
Figure 3.55 Template to record customer dissatisfaction – Solution each situation
2) In case you receive compliments from customers, follow the 3-step processing process:
- Step 1: Introduce and share the names of employees praised by customers at the morning briefing
- Step 2: Include all cases of customer praise in monthly reports and share them within the department Then, report to the Agent Owner
- Step 3: Promote good deeds and widely inform everyone To do so, approval from the agency owner is required when carrying out the activities
3) In case of receiving customer comments, follow the 2-step processing process:
- Step 1 : Classify comments according to work categories and include them in monthly reports Share with everyone in the room monthly Then, report to the Agent Owner
- Step 2: Prioritize considering measures to handle comments related to profit - performance - experience Share a high performance case with all employees to increase the motivation of the individual being praised, increase awareness among other employees and motivate the entire agency to improve service client
Goal: To share results of care calls and report to Manager
- Section 1: Target number of customers need to call for care during the day
- Section 2: Number of customers have received care
- Section 3: Number of customers transfer care the next day
- Section 4: Number of customers did not follow up during the day
- Section 5: Number of service complaints
Figure 3.56 Example of a CR report
Figure 3.57 Total Steps call customer care
HONDA VIETNAM'S STANDARD WARRANTY SERVICE PROCESS
Recall Warranty process
Recall Warranty is a spare parts replacement warranty policy implemented on a large scale, limited to a certain product volume
Honda Vietnam implements the Recall warranty policy to ensure customers the safety and reliability of Honda products
In addition, the Recall warranty is Honda Vietnam's commitment to the State of the Socialist Republic of Vietnam, meeting the safety requirements of Honda products in accordance with national road conditions and trust of the Vietnamese People
4.1.2 Recall warranty process(steering system)
Honda Vietnam collects technical reports from dealers on technical issues of the product, Honda Vietnam will send the report to Maker
Maker researches and offers improved products, statistics and confirms the number of vehicles that need to be recalled on the market with VIN numbers (within production time or specific product batches) and will create a Service Bulletin on the HRAS employee training application to implement Recall Campaign in the market
Figure 4.1 Service bulletin of Recall
- Step 2: Estimated customers need to recall
When receiving information about the recall campaign on HRAS, the CR calculates the number of Automotives that need to make an appointment for replacement The number of automotives booked at the dealership is based on statistics on the number of new automotives sold by the dealership When making an appointment, agents will encounter the following situations:
Case 1: Customers with new cars purchased at a dealership accept an appointment and request a replacement at that dealership
Case 2: Customer has a new car purchased at dealer A who accepts the replacement request but due to personal reasons cannot make an appointment for replacement at dealer A and must switch to a more convenient dealer B
Case 3: Customer has a new car and did not buy it at dealer A but read the recall order and wants to make an appointment to replace it at dealer A
If the customer does not agree to perform Recall, the CR advises the customer that this is a campaign to ensure customer safety If the customer still does not agree, the CR will make a commitment to avoid future responsibilities affecting reputation
In cases 1 and 3, the CR will summarize the number of customers and place spare parts at Honda Vietnam warehouses, preparing to welcome customers
Note: For spare parts in the recall warranty, you do not need to find the EPC name because it already has a VIN code on the service bulletin, so you only need to find the warehouse, order amount and delivery date and time on SAP
Find the warehouse, order amount and delivery date and time on SAP
Figure 4.2 The warehouse, order amount and delivery date and time on SAP
After receiving the order, the warehouse keeper checks the order and receives and preserves it at the warehouse
- Step 4: Appointment reminder, Making appointment, Customer Reception, Interview customer
Figure 4.3 Information collected for recall from customers
- Step 5: The SA does a preliminary general inspection and makes a technical report
Figure 4.4 Estimate of steering system
- Step 7: The SA issues a RO to technicians to perform technical work
- Step 8: Technicians performs the spare parts replacement process according to instructions from the service bulletin
Figure 4.6 Replace power steering assembly
After Replace the steering wheel, Technicians using the john bean program to perform steering alignment
Figure 4.7 Use the Johnbean program to perform steering alignment
After adjusting the steering angle, produce the result sheet, Technicians confirm and sends it back to JC
Figure 4.8 The result sheet of steering alignment
Performing a test run after weighing is an extremely important step that Technicians must directly undertake to ensure the vehicle operates normally after adjusting the steering wheel
- Step 10: Delivering the automotive to the customer, SA makes a warranty report to Honda Vietnam and ends the process
Figure 4.9 Warranty report to Honda Vietnam
PUD Warranty process
PUD warranty is a warranty policy for spare parts replacement and technical correction performed on a large scale, limited to a certain product volume Honda Vietnam implements a PUD warranty policy to ensure customers the safety and reliability of Honda products
Honda Vietnam collects technical reports from dealers on product technical issues and Honda Vietnam sends reports to Maker Maker researches, statistics and confirms the number of vehicles that need to be recalled on the market with VIN numbers (within production time or specific product batches) and sets up Service Bulletin on the employee training application HRAS which announces PUD strategy in the market
However, unlike the Recall campaign, which has to be deployed en masse and requires customers to replace parts, the PUD warranty campaign replaces parts that do not affect the vehicle's performance and do not directly affect the performance of the vehicle to the life and health of the customer, so the customer has the right to choose to do the job or not
Figure 4.10 Service bulletin of PUD
- Step 2: Estimated customers need to PUD
CR makes a list of automotives and filters the list of customers who are about to receive service at the next milestone, calls to remind them to make service appointments, and informs customers about the items that Service bulletin has
For errors related to plugs that cause flickering in the electrical system, CR reminds customers to make an appointment whether they are about to have maintenance done or not
Based on the number of customers receiving appointments, the dealer makes a list, looks up spare parts on EPC and orders spare parts on SAP
- Step 4: Appointment reminder, Making appointment, Customer Reception, Interview customer
- Step 5: The SA does a preliminary general inspection and makes a technical report
- Step 7: The SA issues a RO to technicians to perform technical work
- Step 8: Technicians performs the spare parts replacement process according to instructions from the service bulletin
- Step 10: Delivering the automotive to the customer, SA makes a warranty report to Honda Vietnam and ends the process
Notification: For Honda Viet's Recall Warranty and PUD Warranty, the spare part codes used to replace the customer's vehicle are not included in the standard parts lookup system available on the EPC application because the part codes used for warranty replacement are improved parts of Honda Vietnam
Standard Warranty process
Honda Vietnam has a standard warranty that applies to all products manufactured by Honda and products sold by Honda Vietnam
Honda Vietnam warrants new products sold at dealers, providing repair or replacement services for any damaged parts within the warranty limit based on time and distance traveled (100,000km/3 years), for standard warranty package or 150,000km/5 years for extended warranty package)
- Step 1: Customers bring the automotive to the dealer or make an appointment for inspection and warranty after purchasing a new car
- Step 2: SA receives the automotive at the dealership, checks the maintenance history, warranty book, and general inspection of the automotive for product or customer errors
- Step 3: SA makes a technical report and sends it to Honda Vietnam SA informs customers to wait for a warranty decision from Honda Vietnam
- Step 4: When Honda Vietnam decides to accept the warranty, SA makes appointment with the customer, estimates and issues a repair request to the technicians
- Step 5: Technicians performs replacement and warranty work as specified in the RO
- Step 7: SA delivers the car to the customer, prepares a Warranty report and sends it to Honda Vietnam
Replacement Parts warranty process
Honda Vietnam also warrants customers for spare parts found to have quality defects when customers replace spare parts at authorized Honda dealers within a specified period (about 1 year after replacement) Honda Vietnam guarantees to reimburse authorized Honda dealers for all costs of repairing or replacing damaged parts before sale Honda Vietnam will not warranty products that have been notified that they are not within the warranty scope offered by Honda Vietnam
- Step 1: Customer brings the vehicle to the dealer or makes a warranty appointment because of damage that occurs when the standard warranty expires
- Step 2: SA receives the automotive at the dealership, checks the maintenance history, warranty book, and general inspection of the vehicle for product or customer errors
- Step 3: SA makes a technical report and sends it to Honda Vietnam SA makes an appointment with the customer to wait for a warranty decision from Honda Vietnam
- Step 4: When Honda Vietnam decides to accept the warranty, SA makes appointment with the customer, estimates and issues a repair request to the technicians
- Step 5: Technicians performs replacement and warranty work as specified in the RO
- Step 7: SA delivers the car to the customer, prepares a Warranty report and sends it to Honda Vietnam
Notification: Standard warranty and spare parts warranty must be checked to see if the damage is caused by the customer or by the product If the vehicle still has a standard warranty and also has a replacement parts warranty, if the error is caused by the customer, priority should be given to replacement parts warranty If the error is caused by the product, priority should be considered standard warranty
Table 4.1 Summary of all Honda warranty processes
Spare parts Warranty Honda Vietnam public
Customer visit Dealer check vehicle current status
Repair and Replace spare parts
CONCLUSION AND RECOMMENDATION
Conclusion
After 4 months of developing and completing the “Research Honda's standard warranty and service process”, our team has achieved the following results:
- Gain basic knowledge of standard service and warranty processs
- Introducing the application programs of the service
- Get an overview of SA, JC, CR work: How it operates, outside and inside the department
- Grasp knowledge of main process systems including: Goal and operating principles of each process
- Check the required spare parts parameters on EPC and SAP programs
- Provide assessments on Honda's standard service and warranty after the research process
- The group realized that the topic did not deeply explore the specific process of repairing the customer contact process
- The process results have not yet reached the actual parameters, only stopping at an asymptotic level
- The reason for the above limitations is partly due to the fact that this is an internal topic of the Honda Vietnam dealer, so the search for documents clearly stating the technical aspects is not much and the parameters provided are not clear, without synchronized and partly due to the group's lack of working knowledge and experience.
Recomendation
- The research topic on Honda's standard service and warranty procedures has highly practical applications and can be developed into a job training document
- Application in teaching provides basic knowledge for students, which will create a stepping stone to develop thinking about service management
- Develop a more detailed service and warranty model so that highly accurate results match reality
These recommendations will facilitate research, development and practical application, and contribute to increasing knowledge and awareness of service management in the academic community and the service industry car service.
[1] Quản lý dịch vụ ô tô : see here
[2] Technical Notification, Training Employee course Honda H-RAS application [3] Honda dealer's internal documents
[4] Quy trình dịch vụ tiêu chuẩn – 2021 Honda Việt Nam
[5] Chính sách Bảo hành Honda