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Reception
The reception procedure is the most important communication process between customer and service advisor.
During the process the service advisor must show his people skills and able to give advice using all his
technical knowledge.
- A- Reception points.
- 1- Listen to the customer's request carefully and determine their repair or maintenance needs.
- 2- Check Vehicle History.SA should conform which service is required based on milage.
- B- Repair order writing.
- Repair order is the legal contract/agreement between customer and the dealership. some key points of repair order,
- 1- Customer's information(contact address & numbers)
- 2- Vehicle information(mileage/kms,vin number,model & Year)
- 3- Customer's request,(Job requested by customer)
- 4- Promis time & cost explanation( expected cost and delivery time)
- 5- Customer's signature on agreement form
- 6- SA Indentification.( name, contact number)
- 7- Job done details.( Technicion should write on repair order the actual work done)
- C- Approval for additional repairs.
- 1- while working on a vehicle a technician notices that additional job/parts are necessary, the customer
must be contacted immediatly to obtain the authorization for additional work.
- 2- Explain the change delivery time to the customer if th vehicle is not going to be ready on time.
- 3- Do apologise on the repeat repair.
- 4- Follow up after the reapir has been completed.
- D- How to handle the Repeat Repairs.
- Use 5W & 2H Rule to determine why the repair was not successful;
- 5w's ( WHO,WHAT,WHERE,WHEN,WHY ?)
- 2H'S (HOW? HOW MUCH?)
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