Chapter 7 : Customer Relation

Customers are the most important in any business. Customers do not depend on us but we rely on them. Customers are not troublemakers or delayer to our work but

is intended to improve the quantity and quality of our work. The customer gives us a contribution when the comes to

our service center. The customer is part of our business, not outsiders. Customers are human and have feelings and emotions just

like us. The customer is not a for arguing or to compare. Customers must be entertain and have good attention from

us in giving services. Customers are the “backbone” of a business.

Position/Importance of Customers in Selling Services

There are two types of customers:

1. Customers who are easily entertained.◦ Those who consider that the servicing of vehicles

is a critical requirement. ◦ They realize that their vehicles need regular

checkups, regular service and quality work. ◦ They are usually satisfied with the service

provided by service center◦ Customers in this category are not fussy and easy

to be entertained.

Type of customers

2. Customer who are difficult to entertain.◦ Those who consider that the vehicle servicing is

not important and only a waste of money. ◦ To them, visit to a service center only necessary

when their vehicle is breakdown. ◦ They also rarely satisfied when visiting a service

center.

Type of customers

Right perception to Our Customers.◦ Respect the customer◦ Provide good service◦ Customers are the main assets of a business◦ Use the best verbal communication◦ Provide a special “place” in customer relations

Customer is always right Customer is god (Japanese)

Courteous Service to Customers

Wrong perception to customers:◦ Customers should be treated according to status◦ Customers are but a problem◦ Customers are outsiders◦ We are contributing to customer◦ Customers can be trick due to lack of knowledge

and skills.

Courteous Service to Customers

Car repair completed properly. Satisfactory services received. Customer feel appreciated. Get an optimal price. Interest in the services received.

Customer requirement

Provide payment through credit card such as MasterCard, Visa or bank card.

Create an exposure of services products to consumers through media and websites.

Provide benefits to regular customers - Privilege Card

Attractive discounts Special promotion Free Towing Service Points collection (Real reward) Lucky draw etc.

Customer need

Waiting room provided for customers when they are waiting for services.◦ The rooms are clean and bright.◦ Prepare soft drink machines (vending machine)◦ Provide reading material (Eg. Newspaper,

magazines)◦ Toilets are clean and comfortable◦ Paste a poster that describes an operation or

product quality

Waiting Room

Return the vehicle immediately. ◦ If possible, take the car to the entrance / exit at the counter

while customers still pay their bills. Be polite to customers. Make sure the main parts of the car such as steering,

windows, dashboard, carpet and door is clean. If possible, wash the vehicle to indicate that the

service center grateful for their presence. Advise customers on the importance of servicing

vehicles and tell them when their vehicle to be serviced again.

Say thank you and invite customers to come back in the foreseeable future.

Returning Customers Vehicle

Definition◦ Phone calls made by the salesperson or manager of customer

service center to get feedback on the service that was given (after sale service).

Purpose◦ Get feedback on the service provided.◦ Take follow-up make countermeasure based on customer

information.

Among the proposed conversation when contacting the customer:◦ Greetings and introduce yourself.◦ Evaluate the customer reaction to the services provided.◦ If necessary, arrange for the necessary repairs if requested by

the customer.

Appreciation Call

Steps to develop staff attitude in order to improve:1. Start with your own attitude.

◦ Do you listen exactly the service require by customers?◦ Are you courteous to customers?◦ Are you patient with your customers?

2. Observe your salesman.◦ Does he show his obedience attitude toward work and employers to

treat customers.

3. Note the mechanics.◦ Tell the mechanics about the customers satisfaction levels of his work.

4. Analyzed the above items, determine the appropriate actions to correct it.

Steps to Develop Staff Attitude

Pre-Delivery Inspection (PDI)Definition The forms used to fill and repair vehicles that need to be

done by a mechanic.Purpose An effective way to ensure all work orders that have been

carried out based on the form used complied with.

Warranty Guarantee / warranty (for new vehicles) specifying in detail

the obligations of both the seller and buyer in the operation of the vehicle.

State the right of buyers for some services that have been paid during the purchase of the vehicle.

Warranty

It is the responsibility of management to solve them.

All complaints should be resolved in an orderly manner so that all issues can be resolved.

Provide customer satisfaction in services provided.

Cause of Complaint You are not doing your duty. Fails to carry out your duties.

Customer Complaints

Things to avoid: Avoiding or run away from complaints will

tell to customers that you've made a mistake.

Avoid arguments with customers because customers need a solution to the problems and not intentionally seek for conflict.

Serve Customer Complaints

I. Explain to customer that your service center will act fairly. Give a warranty on the work done by the staff.

II. Listen carefully to customer complaints.III. Investigate the case that has been told.IV. You should remember that the customer is not

always right, but their complaint must be heard.◦ Explain clearly if they are misunderstood.

V. Make a habit of giving customers the opportunity to be at the right side on all things suspicious.

VI. Try to avoid small technical matter and keep customer confidence in your service center.

Steps to Resolve Customer Complaints

Customers often want:◦ Cars they bought or repaired are well prepared.◦ Pleasure felt together.◦ Repaired car looks like new and satisfying.◦ Feeling appreciated.◦ Continuous interest from the seller to the their

vehicle and to the maintenance of the vehicle.

Customer relation

End of Chapter 7……