SQS 01 - Suzuki Autotraining.suzukiauto.co.za/.../SQS/SQS1.pdf · A report as per format SQS-01/F6 should be monitoring for the effectiveness of contact with the customer and productivity

SQS 01

Responsible Person/ Reference

Service Advisor/ CRM

New Customer Information Sheet SQS 01/F1

New Customer Contact

Summary Sheet SQS 01/F2

Date of Issue:

Revision Date:

Issue: No. 1

Objective:

• To inform the customer about the next service due schedule

• For customer relationship building & retention

• To enhance productivity of the workshop

Below activities should be conducted to notify customers about service schedule and

better customer retention.

Activities:

A. Informing new customers about service schedule

B. Service reminder to regular customers

C. Contact to non-reporting customers (Missed Appointment Customers)

D. Contact to non-visiting customers (Inactive Customers) E. Post service activity for next service reminder

Activity A: • Informing new customers about the service schedule

Methodology:

• All the new vehicle customers should be informed about periodic maintenance

schedule.

> Relevant new vehicle, customer information should be passed on to service at

regular intervals as per Customer Information Sheet SQS-01/F1.

> Service should contact the customer after 10 days of sales and welcome him/her

to Suzuki family.

> Service executive should educate the customer on the points listed below:

- Periodic maintenance schedule

- Warranty terms and conditions

- Business days/hours

- Workshop facilities

- Service network

- Important contact numbers

> Summary of customers contacted should be maintained as per SQS-01/F2.

New Customer Information Sheet

Month:

Unique Identifier Customer Name Contact No. Vin No. Preferred method of contact Date of delivery

New Customer Contact Summary Sheet

Date:

Unique

Identifier

Customer Name Contact No. Registration

No.

Model Vin No. Preferred method of

contact

Approximate

mileage per month

Date of first

service

reminder contact

Daily Summary

Total New Customers No. of Customers detail correct

Customers Contacted No. of Customers detail to change

Activity B:

• Service reminder to regular customers

Methodology:

1. The workshop personnel should use the DCS software to remind customers

regarding the due date of service or periodic maintenance of the vehicle.

2. The customers should be contacted in advance as per below schedule

through telephone by Service Advisor as per calling script SQS-01/F3.

Type First reminder call Second

reminder call

Text

Message

E-mail

First service

11 months

1 day before

confirmed

appointment

11 Months 11 Months

Standard

Service Plan

Non standard first service

reminder after 11 months

1 day before

confirmed

appointment

11 Months 11 Months

Non standard

Service Plan

Non standard first service

reminder after 11 months

1 day before

confirmed

appointment

11 Months 11 Months

3. The list of customers to be reminded for service due date should be

generated as per above pre-defined schedule from the DCS software and the

procedure mentioned in SQS-01/PFC1 should be followed.

4. Customer should be communicated with through letter/email with mention of

the following details: (as per SQS-01/F4, SQS-01/F5)

- PMS Due date & KMs.

- Workshop facilities

- Contact details

Text message also may be used for additional reference for customer.

5. The effective contact details with the customer must be entered into DCS

software. A report as per format SQS-01/F6 should be monitoring for the

effectiveness of contact with the customer and productivity of enforcement

ratio through service marketing activity.

6. Appointments should be entered in an appointment register as per date of

visit. Register should have calendar date sequence. The appointment register

format is as per SQS-01/F7.

7. The service appointment shall be taken by taking the following points into

consideration:

a. Appointments shall be booked as per time slots decided in advance

Responsible Person / Reference

Service Advisor/ CRM

Calling Script

SQS-01/F3

Service reminder list through

DCS - Flow Chart SQS-01/PFC1

Letter/Email & SMS for service reminder

SQS-01/F4

SQS-01/F5

SMR Summary Format SQS-01/F6

Daily Appointment Register SQS-01/F7

Customer Information board

SQS-01/F8

Monthly Appointment Monitoring Sheet SQS-01/F9

Date of Issue: Revision Date:

Issue: No. 1

Talking Points during Service Reminder – Service & Repair

a) Greet the customer: “Good morning/Good evening, Sir/Madam. …………………”

b) (Identify yourself)…….... My name is (name) ……………… calling from (dealer name) ………………….., am I

speaking to Mr. / Mrs. / Ms. .………………. (Confirm name of the customer)? Is it the right time to talk to you

Sir/Madam regarding the reminder call for servicing your vehicle? (in case customer is busy, please check the

convenient time to talk to the customer & end the call).

c) We would like to inform you that as per our call records, your Suzuki (model name)…………… registration

number………………..was last serviced on………………….(date) at a mileage of …………………. (KMs).

d)

Based on our service records, your vehicle is due for next (type of service) ……………… service on ……….

(date).

In case, service is not due as per current vehicle mileage, then update the next follow-up in DMS. Thank the

customer for his/her time and end the call, in case service is due continue with Part A.

In case, vehicle is already serviced/repaired else where, record the service done & reasons for service been done at

another service station.

Part A (Customer visiting workshop for service/ repairs on the service due date)

1.

In case appointment slots are available for the mentioned service date or nearby date as confirmed by the customer

for service visit.

Sir/Madam, what will be a convenient time for your visit on the service date?

OR

In case only few time slots are available for appointment on the particular due date.

Will it be convenient for you to spare your vehicle for servicing between ……………..(time) ………….(as per

available slot)?

2.

In case, the customer’s visit time is not available & he/she insists on accepting vehicle on certain preferred

date/time, politely inform the customer regarding the available time slots on the service date or near by date.

Sir/Madam, I appreciate your concern. However, I would like to state that the workshop can only receive a certain

no. of vehicles per day to maintain quality service & suggest alternate available dates to assure that your vehicle

gets quality service. Please confirm your convenient available date.

In case the customer confirms an alternate date continue with the reminder call point no 3.

3.

If the customer agrees to bring the vehicle at the available time slot, confirm the service booking

date & time.

Sir/Madam, your vehicle is booked for (type of service) ……………..on ……….(date)……….. and

at………….(specify time slot).

4.

In case of reminder to new vehicle for first free service.

For our records, can we know whether it is your first four wheelers? (if yes, then tag the customer as first time

buyer in your records).

5.

For customers convenience, we are providing a pick-up & drop-off facility. Would you like to avail the same?

Courteously inform any applicable charges for P&D service. If customer agrees to avail pick-up & drop-off

service, then proceed further to Part B, otherwise continue with point no. 6.

6.

Confirmation shall be given to you again one day before the service date.

Please check with the customer the preferred mode of confirmation.

7. Thank you for your precious time. In case of any query, please feel free to call us on…………(mention customer

care number).

8. Have good day!

Date: ....................................

To,

(Customer Name and Address)

Sub: Next service due reminder for vehicle no.: .....................................................

Dear Sir/Madam,

Firstly, we thank you for your patronage as well as the use of our service facilities at

(dealer).......................................... We would like to inform you of your vehicle’s next

service, due on ..............................................or at ........................................................kms,

whichever occurs earlier.

We also provide the following value added services:

• Pick-up & drop facility to and from designated place for your convenience

• Open five days a week

• Workshop working hours from 07:00 to 17:00

• *Free courtesy car (if the vehicle is kept at the workshop for more than 24 hours)

We request that you contact our Customer Care Executive (Mobile no.

............................................ Tel. no. ........................................................) for advance

service booking.

Yours sincerely,

(Name) Dear …………(Mr./Ms. customer name). Your Suzuki ………….(model)

is due for ……………(type of service) on ……… (date).

Please call Mr./Ms. (workshop personnel name) at ……………. We also offer pick-

up and drop-off services.

SQS-01/F4

SQS-01/F5

DAILY SMR SUMMARY REPORT

Date:

WEEK 1

1. Service Reminder

S.

No.

Particulars 1 2 3 4 5 6 7 Total

Customers

Remarks

1 Number of Customers Due for Reminders

for:

a. Standard Service Plan

b. Non-standard Service Plan

Total Customers Due

2 Number of Customers Contacted

3 Number of Customers Confirmed for

Appointment

2. Daily Visit Report

S.

No.


Customers

Remarks

1 Number of Appointments

2 Number of Customers who came for Service

3 Number of Customers Not Turned up for

Service

4 Number of Appointments Cancelled

5 Number of Appointments Rescheduled


Date:

WEEK 2

1. Service Reminder

S.

No.


Customers

Remarks


for:



Total Customers Due



Appointment


Date:

WEEK 3

1. Service Reminder

S.

No.


Customers

Remarks


for:



Total Customers Due



Appointment


S.

No.


Customers

Remarks




Service




Date:

WEEK 4

1. Service Reminder

S.

No.


Customers

Remarks


for:

A. Standard Service Plan

B. Non-standard Service Plan

Total Customers Due



Appointment



Date:

WEEK 5

1. Service Reminder

S.

No.

Particulars 29 30 31 Total

Customers

Remarks


for:



Total Customers Due



Appointment


S.

No.

Particulars 29 30 31 Total

Customers

Remarks




Service



Daily Appointment Register

Date:

Appointment

Time

Service

Number

Customer Name Contact

Number

Registration

Number

Model Type of

Service/Repair*

Name of

Service Advisor

Allocated

Actual In-

time

Remark (Mention Fresh

Appointment Date in case

of Rescheduling)

Daily Summary

Total Appointments No. of Appointments Cancelled

Customers Visited No. of Appointments Rescheduled

Please make an appointment for service/repair of your vehicle and

help us to serve you better

Contact Person: ………………………. Phone No.: …………………………..

Monthly Appointments Monitoring Sheet

Month:

Date No. of Appointments Taken No. of Customers Turn-up % Customers Turn-up No. of Appointments Cancelled No. of Appointments Rescheduled

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

17

18

19

20

21

22

23

24

25

26

27

28

29

Activity C:

• Contact to non-reporting customers

Methodology:

1. Customers who have not reported for service on due date (booked date)

should be sent an automated SMS as per sample format SQS-01/F10,

3 hours post reporting time & called next day.

2. A list of customers, who have not reported in the last six months after due

date, should be taken every day and follow-up should be done for

satisfaction and service reminder.

Responsible Person /

Reference

CRM Administrator

SMS To Customer not

reported on due date

SQS- 01/F10


CRM Administrator

Service Handbook (Talking

Points) SQS- 01/PFC2

Inactive customer follow-up summary

SQS-01/F11

Inactive Customer follow-up Letter SQS- 01/F12


Service Advisor

Next Service

Due Sticker

SQS-01/F13

Date of Issue:

Revision Date:

Issue: No. 1

Dear …………………(Mr./Ms.

………….customer name).

Kindly inform us of the reschedule date and

time for the service of your vehicle Mr./

Ms. ………….. at ………….

We also offer pick-up & drop-off service.

Thanks & Best Regards,

Activity D: • Contact to non-visiting customers (Inactive Customers)

Methodology:

1. A list of customers who have not visited in the last 18 months should be

taken once a week and a follow-up should be done for service reminder.

2. Follow-up with the customers should be done as per the ‘Talking points’

mentioned in SQS-1/PFC2.

3. Maintain the follow-up data weekly as per SQS-01/F11 and do the analysis

for countermeasures.

4. Customers who are not coming to the workshop on the due appointment

date should be followed-up with a letter as per SQS-01/F12.


CRM Administrator

SMS To Customer not


SQS- 01/F10


Reference

CRM Administrator



Inactive customer follow-up

summary

SQS-01/F11



Service Advisor

Next Service

Due Sticker SQS-01/F13

Date of Issue:

Revision Date:

Issue: No. 1

Summary report customers not visiting (Inactive customers) follow-up

Date:

Date

Number of calls Appointment

Taken

Not

Interested

Convenience of

Location

Time

Convenience

High

Charges

Long Waiting

Hours/More Time

for Servicing

Poor

Quality of

work

Performed

Other Vehicle

Sold Target Achieved

Total 0 0 0 0 0 0 0 0 0 0 0

Dealer Name: ....................................................

Date: ....................................

Dear Mr./Ms. ............................................

Sub.: Periodic Maintenance Service for Vehicle No. .....................................................

Dear Sir/Madam,

Firstly, we thank you for your patronage as well as the use of our product and we hope that you are

enjoying a trouble-free drive from your vehicle.

We would like to inform you that as per our records, the vehicle has not come to our workshop

for...........................km periodic service, which was due on......................................... . The next service of

your vehicle is due on.......................................or.................................kms.

You are requested to contact ..................................(Customer Care Executive) on telephone

no............................ for prior appointments for your vehicle’s service. We are also attaching the privilege

coupon to enjoy the discount on labour and parts.

We also provide the following value added services:

a) Express Service (Within 90 minutes) for periodic maintenance service.

b) Free pick-up & drop-off facilities.

c) Towing facility available on request.

Activity E: • Post service activity for next service reminder

Methodology:

1. At the time of vehicle periodic maintenance and delivery after service, the

Service Advisor should explain the next service due date/kms to

the customer.

2. A sticker should be placed in the vehicle, for the next due service

date/mileage. The sticker should be placed on the top right corner

of the windscreen, facing the driver as per SQS-1/F13.


Reference

CRM Administrator

SMS To Customer not


SQS- 01/F10


CRM Administrator



Inactive customer follow-up summary

SQS-01/F11



Service Advisor

Next Service

Due Sticker SQS-01/F13

Date of Issue:

Revision Date:

Issue: No. 1

Documents

SQS 01 - Suzuki Autotraining.suzukiauto.co.za/.../SQS/SQS1.pdf · A report as per format SQS-01/F6 should be monitoring for the effectiveness of contact with the customer and productivity