What is the Service Process (Appointment to Follow-up survey)

SERVICE PROCESS

1. Customer schedules their appointment. There are 3 main ways that a customer can schedule their appointment; they can call in to schedule, they can schedule online, or they can make it face to face with their Service Advisor. The majority of your customers will simply call in to make their appointment. Remember, this is sometimes the customer’s first experience with the dealership. Make sure you are smiling through the phone and providing EXCELLENT customer service on each and every call. Also, make sure you are providing your dealership with a strong detailed appointment. Pay attention to your spelling and grammar.

2. Customer brings their vehicle into the Service Department at their assigned appointment time. They will sit down with their Service Advisor, discuss the appointment details, and turn over their key. From here, the customer has a few different options. They could drop off the vehicle and leave, they could wait in the lounge, they could take the dealership’s shuttle, or they could pick up their alternate transportation (loaner or rental). These options will be discussed in further detail as you read on.

3. Work is completed by the Techs. During this process, the Service Advisor will stay in contact with the customer to keep them in the loop of what is occurring. Once the work is completed, the customer will be contacted to let them know that the vehicle is ready to be picked up.

4. Customer comes back to pick up their vehicle, pay, and sign off on the work.

5. There is a good chance that the customer will receive a follow-up survey from the manufacturer in regards to their service experience. Each manufacturer survey is a little different from one another. However, there will certainly be a question or two which relates directly to the customer’s experience while making their appointment. If you smile through the phone, stay on the script (set the correct expectations), and schedule correctly, your survey marks will be fantastic!