customer service of sai service

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PROJECT REPORT

ON

CUSTOMER SERVICE OF SAI SERVICE

SUBMITTED BY

MayurRawool

T.Y.BMS SEMESTER- V: 2012-13

PROJECT GUIDE

Mr. Prakash Mane

UNIVERSITY OF MUMBAI

SATHAYE COLLEGE

Vile Parle East Mumbai 57


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DECLARATION

I,MAYUR RAWOOL, the student of SATHAYE College for T.Y.BMS Semester V

(2012-13) do hereby declare that I have completed the project work titled

CUSTOMER SERVICE OF SAI SERVICE as a part of my academic Program.

The information contained in this Project work is true and original to the best of my

knowledge and belief.

Date Signature of student


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ACKNOWLEDGEMENT

IMayurRawoolstudent of SATHAYE COLLEGE like to express my

sincere gratitude towards B.M.S. department

I would like to thank my project guidePrakashMane for his constant

support during the project. Last but not least I thank all my colleagues for

being with me throughout the project, which leads to a successful

completion of my project

Nevertheless, it has a good gesture of the University of Mumbai in

Providing the student the opportunity to undergo such practical

Studies while preparing the project report.


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Executive Summary

The service sector called tertiary sector ,is one of the three parts of the economy in the Three

sector hypothesis . This hypothesis breaks the economy into three main areas so it can be better

understood. The other two are the primary sector, which covers areas such as farming, mining,

fishing, and the secondary sector which covers Manufacturing and making things.

The service sector provides a service, not an actual product that could be held in your hand.

Activities in the service sector include retail, banks, hotel, real estate, education, health, social

work, transport, computer services ,recreation, media , communications, , electricity, gas and

water supply.

The service sector is an important part of the economy. For example, in Australia in 2007, 85%

of all businesses were in the service sector. In 2009 there were more than nine million people

employed in the service sector in Australia, which was 86% of all jobs. In India there has been a

huge growth in service sector businesses which made up 55% of India's GDP in 2006

2007. Computer software businesses in India are increasing at a rate of 35% per year.

Increasingly service sector businesses need to focus on what is now being called the knowledge

economy. They need to keep ahead of other businesses by understanding what it is their

customers want and be in a position to give it to them quickly and at low cost. One good example

of this are banks which have gone through enormous changes in recent years.

Usinginformation and communication technology, banks have vastly reduced the number of

people they need to employ, and lowered the cost of providing bank service. For example,

an automated teller machines is able to provide basic banking services 24 hours a day, 7 days a

week, in many different places.

Before this, banking services were only available from the bank when it was open. Many banks

and building societies have joined together to form much lower cost businesses that can make

more money from a wider customer base. The key to this process is gaining information about

their customers and constantly coming up with new services for them. An example of a company

trying to come up with a new service for customers is I -Card, which is looking at ways to link

mobile phones to computers and social networking.


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INDEX

Chapter

No.

TOPIC Page No

1. Introduction 8

2. Methodology 17

3. The evolution in automotive industry 18

4. How to win customer 20

5. About Company 24

6. Customer service 30

7. Policies 75

8. HR 80

9. Service standard 85


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Chapter No. TOPIC Page No

10. Survey analysis 88

11. Conclusion 92

12 Annexure 93

13. Bibliography 96


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1.Introduction

Customer Service

Customer service is interaction with your company's clients. Ultimately, businesses are in

business to make money; profitability cannot be achieved without customers. Customer

service representatives provide much of this direct interaction, although almost anyone,

from any position in an organization, may be called upon to provide customer service. In

the most general sense, customer service entails answering customers questions and

arranging for delivery of products and services. Although customer service is often

associated with for profit businesses, many different types of organizations provide

customer service.

Customer serviceis the provision of service to customers before, during and after a purchase.

Customer service is a series of activities designed to enhance the level of customer satisfactionthat

is, the feeling that a product or service has met the customer expectation.

Its importance varies by products, industry and customer; defective or broken merchandise can be

exchanged, often only with a receipt and within a specified time frame. Retail stores often have a

desk or counter devoted to dealing with returns, exchanges and complaints, or will perform related

functions at the point of sale; the perceived success of such interactions being dependent on

employees "who can adjust themselves to the personality of the guest," according to Micah Solomon.

From the point of view of an overall sales process engineering effort, customer service plays an

important role in an organization's ability to generate income and revenue. From that perspective,

customer service should be included as part of an overall approach to systematic improvement. A

customer service experience can change the entire perception a customer has of the organization.

Customer service is an organization's ability to supply their customers' wants and needs.

When a customer visits a local retailer to buy furniture. They are able to benefit in some cases

from the additional service of having the furniture installed for them. At the same time hopefully

they will get a good 'service' from the retailer, who will be happy to help them with advice about

the properties of different types of furniture, repayment terms, delivery etc. If an oil company

assumed that the function of its retail network was simply to sell petrol and lubricants it would


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quickly lose business to competitors. Its real function is to supply a 'customer service' in its case

the service of enjoyable, trouble-free motoring.

Customer service is one of the most important ingredients of the marketing mix for products and

services. High quality customer service helps to create customer loyalty. Customers today are not

only interested in the product they are being offered but all the additional elements of service that

they receive from the greeting they receive when they enter a retail outlet, to the refund and help

that they receive when they have a complaint about a faulty product that they have paid for.

8 rules for customer service

1.Answer your phone2.Don't make promises unless you will keep them.3.Listen to your customers.4.Deal with complaints.5.Be helpful - even if there's no immediate profit in it.6.Train your staff (if you have any) to be always helpful, courteous, and knowledgeable.7.Take the extra step.8.Throw in something extra.Objectives of learning customer service

1) Define quality customer service, explore why its important, and discover how it can be

adopted as a company-wide perspective.

2) Have a positive attitude that customers notice and examine how your attitude is reflected inyour appearance, language, tone, and telephone skills.

3) Identify your customers needs by understanding basic human needs, learn how to read your

customers, and discuss the benefits of a CRM system.


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4) Provide for your customers needs by performing your job well, communicating clear

messages, practicing effective selling skills, and planning for unexpected situations.

5) Ensure that customers return by soliciting feedback, satisfying complaints, preparing for

common complaints, dealing with difficult customers effectively, and exceeding their

expectations.

Qualities required for excellent customer service

1. Good knowledge of the product or services offered.2. Listening abilities.3. Question or probing techniques.4. Caring attitude.5. Quick thinking.6. Speedy and timely resolution of complaints.7. Service with a smile

Types of customer

Customers can be of following types:

1. Loyal Customers: They represent no more than 20 percent of our customer base, butmake up more than 50 percent of our sales.

2. Discount Customers: They shop our stores frequently, but make their decisions based onthe size of our markdowns.

3. Impulse Customers: They do not have buying a particular item at the top of their To Dolist, but come into the store on a whim. They will purchase what seems good at the time.

4. Need-Based Customers: They have a specific intention to buy a particular type of item.


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5. Wandering Customers: They have no specific need or desire in mind when they comeinto the store. Rather, they want a sense of experience and/or community.

6 Sure Ways to Increase Sales

1.Set up a sales incentive program-

Give your sales staff a reason to get out there and sell, sell, sell. Why do so many businesses that

rely on their sales staff to drive sales have incentive programs in place? Because offering their

sales staff the trips and/or TVs for x amount of sales works.

2. Encourage your sales staff to upsell-

Essentially, upselling involves adding related products and/or services to your line and making it

convenient and necessary for customer to buy them. Just placing more products near your usual

products isnt going to increase your sales much. To upsell successfully, the customer has to be

persuaded of the benefit. For instance, when I last had my carpets cleaned, the cleaner noticed a

pet stain. Instead of just cleaning it up, he drew my attention to it, and showed me how easily and

effectively the spot cleaning solution removed all trace of the stain. Did I buy the spot cleaning

solution? You bet. He persuaded me that buying it was beneficial to me and made it convenient

to purchase it. Result: increased sales for the carpet cleaning company.

3. Give your customers the inside scoop-

Recently I was shopping at a retail housewares store. I had picked out an item and was mulling

over whether to buy it or not when a salesperson came up to me and said, I see youre interested

in that blender. Were having a sale next week and all our blenders will be 20 percent off. You

might want to come back then. Guess what? I did and bought two other items as well. Lesson:if you have a promotion or sale coming up, tell your customers about it. Theyll come back and

probably bring some friends with them too. (And don't forget - you can give your customers the

inside scoop by emailing or calling them, too.)

4. Tier your customers-


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There should be a clear and obvious difference between regular customers and other customers

a difference that your regular customers perceive as showing that you value them. How can you

expect customer loyalty if all customers are treated as someone off the street? There are all

kinds of ways that you can show your regular customers that you value them, from small things

such as greeting them by name through larger benefits such as giving regulars extended credit or

discounts.

5. Set up a customer rewards program-

We're all familiar with the customer rewards programs that so many large businesses have in

place. But theres no reason that a small business cant have a customer rewards program, too. It

can be as simple as a discount on a customers birthday or as complex as a points system thatearns various rewards such as discounts on merchandise. Done right, rewards programs can

really help build customer loyalty and increase sales.

6. Distribute free samples to customers-

Why do so many businesses include free samples of other products when you buy something

from them? Because it can increase sales in so many ways. As the customer who bought the

original product, I might try and like the sample of the new product and buy some of it, too. Or I

might pass on the sample to someone else, who might try the product, like it, and buy that and

other products from the company. At the very least, the original customer will be thinking warm

thoughts about your company, and hopefully telling other people about your products. Attracting

new customers is a good thing. But attracting new customers is not the only way to increase your

sales, and is, in fact, the hard way of going about it. Shifting your sales focus to enticing your

current customers can make increasing your sales easierand best of all, build the customer

loyalty that results in repeat sales.


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Customer Perceptions of Service

1. Customer Perceptions- What do the customer think about the service provided by the service provider

Provide a solid basis for understanding what influences customer perceptions ofservice and the relationships among customer satisfaction, service quality, and

individual service encounters.

Demonstrate the importance of customer satisfactionwhat it is, the factorsthat influence it, and the significant outcomes resulting from it.

Develop critical knowledge of service quality and its five key dimensions:reliability, responsiveness, empathy, assurance, and tangibles.

Show that service encounters or the moments of truth are the essentialbuilding blocks from which customers form their perceptions.


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2. How Customers Judge the Five Dimensions of Service QualityIndustry Reliability Responsiveness Assurance Empathy Tangible

Car repair

(consumer)

Medical

care

(consumer)

Problem fixed

the first time and

ready when

promised.

Appointments

are kept on

schedule

;diagnosis prove

accurate

Accessible; no

waiting

;responds to

requests.

Accessible; no

waiting;

willingness to

listen

Knowledgeable

Mechanics.

Knowledge,

skills; credentials

, reputation

Acknowledges

customer by

their name,

remember their

previous

problems and

preferences.

Acknowledges

patient as a

person,

remembers

previous

problem listen

well, has

patience

Repair

facility,

Waiting area,

Uniforms,

Equipment.

Waiting

room, exam

room,

Equipment,

written

materials


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3.What is Service Quality - The Customer Gap

Customer Gap

Service quality is the customers judgment of overall excellence of the service

provided in relation to the quality that was expected.

4.The Service Encounter

It is the moment of truth It occurs any time the customer interacts with the firm It can potentially be critical in determining customer satisfaction and

loyalty

Types of encounters: remote encounters, phone encounters, face-to-faceencounters

It is an opportunity to:-build trust

-reinforce quality

-build brand identity

-increase loyalty


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A Service Encounter Cascade for a Hotel Visit

A Service Encounter Cascade for an Industrial Purchase

Check- in

Bell person takes the customer

Checkout

Restaurant meal

Wake-up call

Sales Call

Delivery and Installation

Servicing

Ordering Supplies

Billing


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2 .Methodology

This project consists of theoretical as well as practical knowledge. Also it contains ideas

and information imparted by the guide. In this research, data is collected through two

sources:

Primary sources Secondary sources

Primary Sources:

I have visited Sai service centre at Vasai,

Got various information from MR. Prakash mane who works at Sai service

Through Questionnaire: Send to various customers of Sai service

Secondary sources:

This includes the available information on the internet and data available in

books and journals. The data is collected from the following sources:

Internet sites:

www.saiservicestation.com www.automobile-magazine

Journals and magazines :

The quality standards

The project started with sorting all the raw data and arranging them in perfect

order. To add value to the project and to understand the practicality.
http://www.saiservicestation.com/http://www.saiservicestation.com/


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The Chakan corridor nearPune, Maharashtra is the western cluster with companies

like, Volkswagen, Skoda, Mahindra and Mahindra, Tata Motors, Mercedes Benz, Land

Rover, Jaguar Cars, Fiat and Force Motors having assembly plants in the area. Nashik has a

major base of Mahindra & Mahindra with a UV assembly unit and an Engine assembly

unit. Aurangabad with Audi, Skoda and Volkswagen also forms part of the western cluster.

Another emerging cluster is in the state ofGujarat with manufacturing facility ofGeneral

Motors in Halol and further planned forTata Nano at their plant in Sanand. Ford, Maruti Suzuki

and Peugeot-Citroenplants are also set to come up in Gujarat. Kolkata with Hindustan

Motors, Noida with Honda and Bangalore with Toyota are some of the other automotive

manufacturing regions around the country.
http://en.wikipedia.org/wiki/Chakan,_Maharashtrahttp://en.wikipedia.org/wiki/Punehttp://en.wikipedia.org/wiki/Maharashtrahttp://en.wikipedia.org/wiki/Volkswagen_Indiahttp://en.wikipedia.org/wiki/Skoda_Auto_India_Private_Limitedhttp://en.wikipedia.org/wiki/Mahindra_and_Mahindrahttp://en.wikipedia.org/wiki/Tata_Motorshttp://en.wikipedia.org/wiki/Mercedes-Benz_Indiahttp://en.wikipedia.org/wiki/Land_Roverhttp://en.wikipedia.org/wiki/Land_Roverhttp://en.wikipedia.org/wiki/Jaguarhttp://en.wikipedia.org/wiki/Fiat_Automobiles_India_Limitedhttp://en.wikipedia.org/wiki/Force_Motorshttp://en.wikipedia.org/wiki/Aurangabad,_Maharashtrahttp://en.wikipedia.org/wiki/Audi_Indiahttp://en.wikipedia.org/wiki/Skoda_Auto_India_Private_Limitedhttp://en.wikipedia.org/wiki/Volkswagen_Indiahttp://en.wikipedia.org/wiki/Gujarathttp://en.wikipedia.org/wiki/General_Motors_India_Private_Limitedhttp://en.wikipedia.org/wiki/General_Motors_India_Private_Limitedhttp://en.wikipedia.org/wiki/Halolhttp://en.wikipedia.org/wiki/Tata_Nanohttp://en.wikipedia.org/wiki/Sanand_Plant_(Tata_Motors)http://en.wikipedia.org/wiki/Sanandhttp://en.wikipedia.org/wiki/Peugeot-Citroenhttp://en.wikipedia.org/wiki/Kolkatahttp://en.wikipedia.org/wiki/Hindustan_Motorshttp://en.wikipedia.org/wiki/Hindustan_Motorshttp://en.wikipedia.org/wiki/Noidahttp://en.wikipedia.org/wiki/Honda_Siel_Cars_Indiahttp://en.wikipedia.org/wiki/Bangalorehttp://en.wikipedia.org/wiki/Toyota_Kirloskar_Motor_Private_Limitedhttp://en.wikipedia.org/wiki/Toyota_Kirloskar_Motor_Private_Limitedhttp://en.wikipedia.org/wiki/Bangalorehttp://en.wikipedia.org/wiki/Honda_Siel_Cars_Indiahttp://en.wikipedia.org/wiki/Noidahttp://en.wikipedia.org/wiki/Hindustan_Motorshttp://en.wikipedia.org/wiki/Hindustan_Motorshttp://en.wikipedia.org/wiki/Kolkatahttp://en.wikipedia.org/wiki/Peugeot-Citroenhttp://en.wikipedia.org/wiki/Sanandhttp://en.wikipedia.org/wiki/Sanand_Plant_(Tata_Motors)http://en.wikipedia.org/wiki/Tata_Nanohttp://en.wikipedia.org/wiki/Halolhttp://en.wikipedia.org/wiki/General_Motors_India_Private_Limitedhttp://en.wikipedia.org/wiki/General_Motors_India_Private_Limitedhttp://en.wikipedia.org/wiki/Gujarathttp://en.wikipedia.org/wiki/Volkswagen_Indiahttp://en.wikipedia.org/wiki/Skoda_Auto_India_Private_Limitedhttp://en.wikipedia.org/wiki/Audi_Indiahttp://en.wikipedia.org/wiki/Aurangabad,_Maharashtrahttp://en.wikipedia.org/wiki/Force_Motorshttp://en.wikipedia.org/wiki/Fiat_Automobiles_India_Limitedhttp://en.wikipedia.org/wiki/Jaguarhttp://en.wikipedia.org/wiki/Land_Roverhttp://en.wikipedia.org/wiki/Land_Roverhttp://en.wikipedia.org/wiki/Mercedes-Benz_Indiahttp://en.wikipedia.org/wiki/Tata_Motorshttp://en.wikipedia.org/wiki/Mahindra_and_Mahindrahttp://en.wikipedia.org/wiki/Skoda_Auto_India_Private_Limitedhttp://en.wikipedia.org/wiki/Volkswagen_Indiahttp://en.wikipedia.org/wiki/Maharashtrahttp://en.wikipedia.org/wiki/Punehttp://en.wikipedia.org/wiki/Chakan,_Maharashtra


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4. HOW TO WIN CUSTOMER

7 strategies to win customer-

STRATEGY ONE-

Dont ever forget to say THANKS!

It can be face to face, over the phone or via written thank you notes. Customers like to feel

appreciated. Recently I bought some clothes from a local retail store. Just a few days later I

opened my mail and found a thank you note from my salesman. Was I impressed? You bet.

Will I go back? You bet. And, when I do, I will be looking for my salesman.

Questions:

How do I say thanks to my customers? Do I just say, Thank you as they leave, send thank you

notes, holiday cards, make a phone call, send notes throughout the year, etc?

STRATEGY TWO-

Find out if you are doing a good job, and if there are problems react quickly.

By the way, your customers will likely not tell you if there are problems. Numerous studies have

shown that complaining customers dont complain. TARP (Technical Assistance Research

Program) was commissioned by the White House Office of Consumer Affairs to survey

customer satisfaction. They found that an average business only hears from 4% of unhappy

customers. The other 96% dont complain at least not to the places they did business. While

the study was conducted a number of years ago, current independent studies are still showingsimilar findings. Your ultimate goal should be to try and find any problems before the customer

complains. The best way is for you to simply ask how you are doing.

Questions:

How do you find out if you are doing a good job? Do you follow up with a survey, call the

customer/client, hold focus groups, etc? What do you do?

Strategy Three-

Make sure the customer knows they made the right decision to do business with you.

Educate and reinforce that they have made a good choice. If you do something different than

the competition, make sure the customer knows about it. I remember buying meat from a

grocery store. The butcher proudly held up the steak he was selling me and said, Look at that!

Is that a beautiful piece of meat or what? Did you know that we trim the fat around the steak to


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just 1/8 of an inch? You wont find that at the competition! Thanks for shopping with us.

These competitive differences need to be emphasized. It is your opportunity to stand out.

Questions:

What makes you different? Why should someone do business with you instead of your

competition?

Do you do something that makes you stand out? Be specific with your answer. Dont say, We

give better service? If that is the case, explain why, in detail, that you think you give better

service.

STRATEGY FOUR-

Guarantee your products and/or services.

Personally stand behind everything you do. A customer doesnt do business with a company.

They do business with the people who represent the company. And, make sure the customer

knows you mean it. If there is a problem, dont just push it off to someone else, better referred to

as the Its Not My Department reaction. If a customer has a problem, and you are the person that

received the information, it is your responsibility to see it through. You may not make the final

decision, but you are there when it is made. You may not actually fix whatever it is that might

need fixing, but you are the last person the customer talks to after it is fixed. For example, I may

check into a hotel. When I get to my room I find that the nightstand light is burned out. On my

way out of the hotel to dinner I tell the front desk manager about the problem. The manager tells

me that it will be taken care of. Now, do you think the manager is going to go up to my room to

change a light bulb? I doubt it. But, this manager will call the maintenance department and ask

them to do it. And afterwards, the manager will call my room to leave a message that the

nightstand light has been fixed and to call if there are any other problems. He took responsibility

for my problem.

Questions:

How do you guarantee your products or services? Do all employees of your company have the

authority to take care of a customers problem? Are they empowered? Or, must they seek a

managers approval or push the problem to someone else?

What is your refund policy? Is it reasonable and fair? Does it favor your company or the

customer?


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STRATEGY FIVE-

Recognize that there may be others in the buying process that should be made to feel

appreciated.

Others may also be involved in the buying process, such as an assistant, a secretary or even a

committee, but may not be the person or people you are dealing with. Or maybe it is just a

bystander. Not too long ago I bought my wife a piece of jewelry. I ventured out one Saturday

morning with my six year old son, Brian. He wasnt very excited about going to a jewelry store

that was until the salesperson gave him a small toy airplane. You know the kind, a couple of

pieces of thin balsa wood that fit into each other to form what looks like an airplane. This

probably cost the store less than a quarter, but to say Brian was excited was an understatement!

He made it clear that if I ever bought anything for my wife, Cindy, I should always go back to

that store. They make him feel special.

Questions:

Who else, other than the obvious customer who is could affect the buying decision? Are there

committee members, other executivesanyone behind the obvious buyer?

STRATEGY SIX-

Create a demanding customer.

Now, here is an interesting concept. Creating a demanding customer means that if your

customer were to go to your competition, they would not just expect, but demand, the same level

of service that they get from you. Anything less from the competition reinforces that the

customer made the right choice to do business with you. In other words, you have spoiled your

customer. What may be standard for you, is better than the competition. Just look at the first

five of these six points. By doing all of the above the first time your customer buys your product

or service, you will be on your way to exceeding their expectations. The only way a competitor

can take your customer away would be to match or go beyond what you have done. If you have

done all of the above, you will have created a demanding customer and it wont be easy for the

competition to steal him away. Customers get used to feeling special and being taken care of.

The competition will find your customers not just demanding, but perhaps a bit unreasonable!

Questions:

What do you do foryour customers that your competition doesnt do?

Does this make you stand out? In other words, is it important to the customer?


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Does it make you better than your competition?

STRATEGY SEVEN -

Create Moments of Magic!

In 1986 Jan Carlzon, the former president of Scandinavian Airlines, wrote a book, Moments of

Truth. In this book he describes the moment of truth as, Anytime a customer comes into

contact with any aspect of your business, however remote, they have an opportunity to form an

impression. These points of contact are the moments of truth in business, and they can make or

break you and your company. Carlzon says these moments of truth can be good or bad, and our

goal should be to take every moment of truth, even if it is a bad one, and make it great. Turn

every moment of truth into a Moment of Magic! Managing the moments of truth and creating

moments of magic throughout the sales process, from the initial sales call to when the customer

says yes, will help get you the sale. Creating moments of truth after the sale will help keep the

customer your customer. Strive to make every moment of truth a Moment of Magic.

Questions:

No questions for this one. Just do it! This is one of the most important business concepts I

speak and consult about.

Conclusion:-

So there you have it: Seven strategies to building customer loyalty. This is not just something to

think about. This is something to do. You may or may not agree with all seven of these points,

or you may feel the list is short and that there should be at least eight, ten or even more points.

So add to it, change it or whatever. Just do it! Write them down and tape them to your desk.

Look at them every day and dont ever let up on exceeding your customers expectations. Work

toward implementing them and you will find a higher success rate in keeping your existing

customers for the long-term and creating MOMENTS OF MAGIC.

Final Exercise:-

Look over your notes. What three ideas can you pick up from your notes that you can implement

immediately? Write them down.


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5. About Company

Authorised Maruti Suzuki Car Dealer in Mumbai, Pune, Kolhapur, Goa and Kerala

Sai Service Station Limited incorporated on 9th August 1985, as a Private Limited Company.

Sai Service Station Limited, is considered as among the 'premiere' automobile dealerships in

India. The dealership operations is spread over the states of Maharashtra, Goa, Kerala and

Andhra Pradesh, run by Professional Managers ably assisted by over 3,250 qualified and

committed personnel.

A Financially Sound, Process & Systems driven company, committed to quality with leadership

positions in markets of operation, operating State of the Art Workshops & Body and Repair

Shops.

The organization has been appointed as an authorized dealer for Maruti Suzuki India Limited in

Mumbai, Pune, Kolhapur, Goa, Cochin and Hyderabad & Bajaj Auto limited in Mumbai, Pune&

Kolhapur.

Our endeavor is to achieve Customer Satisfaction through adherence to systems and procedures,

continuous up gradation of skills through training and constructive interaction.

AWARDS:-

Sai Service has been awarded Bloomberg UTV Autocar Award 2012 for the Best Customer

Service Experience. among all automobile dealers in India.

This honour for outstanding Customer Service Experience was awarded by a distinguished panel

comprising of some of the respected names in the automobile world like NarainKarthikeyan - a

racing driver who put India on the world racing map, DilipChhabria - most well known

automobile designer, Manvendra Singh - recognized world wide as Indias leading automobile

historian, Rajeev Khanna - leading columnist Indian Express and HormazdSorabjee - Editor

Autocar and on the jury.
http://www.saiservice.com/http://www.saiservice.com/


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We dedicate this award to our customers, Our Employees, Vendors and Associates for their

contribution in this success.

It is our endeavor to CREATE CUSTOMERS FOR LIFE and this honour indicates that we are

well on the path in achieving the same and we look forward to your continuous support and

guidance towards this mission.

Maruti Suzuki spares parts -

Do you know over 20,000 parts go into making of a single car? And each of these parts,

whether small or big, is essential to deliver the best performance of your car. That is why;

at Maruti Suzuki our engineers take utmost care to highest quality standards for on each

and every individual part of the car.

But, as we use the cars the components undergo wear and tear. With usage there is a need to

check and replace the parts. While replacing a part, it is crucial that the component used is of the

highest quality standard, just like the original one fitted on the car.

Use of spurious and non-genuine parts exposes users to various risks. These can lower the

performance of vehicle and even risk the safety of passengers.

To ensure that only the highest quality parts reach your car even when you need to replace a

worn out part, Maruti Suzuki supply company certified parts.

These genuine parts are of the same quality as the ones that came fitted on the new car. These

certified parts are known as "Maruti Genuine Parts" (MGP). MGP are precision engineered to

the design and specifications of the specific model. As such these give best performance and

convenience. These MGPs help to increase the vehicle life and offer lowest best cost of

ownership.

Maruti Genuine Parts undergo stringent quality tests before being certified for sale. The MGP are

tested under extreme conditions that simulate real life usage conditions on the car. Teams of

Maruti Suzuki R&D and Quality engineers work extensively to build in highest quality in these

MGP.MGPS are available ACROSS the country via Maruti Suzuki's vast network of over 1140

dealer workshops and over 1800 MASSs (Maruti Authorised Service Stations). A hub and spoke

distribution system for spare parts ensures availability of Maruti Genuine Parts to the customers.

Through this seamless part supply system, a chain of MGP distributors or a MGP exclusive

Retail Outlets serve the customer requirement.


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Models of cars sold by Maruti

swiftDzire tour New ritz

ErtigaA-star New swiftDZire

New swift EecoOmini


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Gypsy EstilowagonR

kizashi SX4 Maruti Suzuki alto 800

Grandvitara new a- star AltoK10


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Industrial visit photo


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6. Customer service

Vehicle Pick - Up and DropObjective:

To provide door step service to customers by picking-up their vehicle for service/repair and

dropping it back to their premises as per convenience and to increases loyalty and workshop

business.

Scope:

All dealer workshops, MSMs, MSZs and MASSs in India.

Methodology:

1. The source of pick-up and drop appointment are:a. SMR activity

b. Appointment calls

c. Post service follow up activity

d. Web based booking

2. After identifying the customer who wanted to avail pick-up and drop facility throughabove sources the customer shall be asked about the convenient time and date for

picking-up/dropping the vehicle and also explain the customer about charges foravailing this facility, if any.

3. These customers details shall be captured in vehicle pick-up demand slip by theworkshop staff responsible for the activities mentioned at point no. a, b, c, d and

should be handed over to the person who is coordinating vehicle pickup and drop

activity at the workshop. It is available to have one responsible person, as coordinator

for this activity. Based on thepickup and drop service load, a service advisor can be

designated as coordinator for pickup and drop activity with whom all shall

coordinate. One exclusive service advisor can handle eight vehicles per day for this

activity. In case pickup and drop vehicles are less than eight number per day, SMR

executive can be the coordinator for this activity.


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4. These pickup and drop appointment shall be updated by the coordinator on dailybasis.

5. Customer shall be contacted one day in advance to get confirmation by the coordinatorof this activity .If there is any change in the time and date ,the same shall be updated in

the register. Customer address should be taken by the coordinator for picking-up the

vehicle. The name of the person who will be going for picking-up the vehicle shall

becommunicated to the customer. In case there is a change on the day of picking the

vehicle the customer should be updated.

6. A vehicle pickup slip has to be prepared well in advance for all confirmed bookingforpickup and drop, with the customer address, from where the vehicle is to be picked

up. This slip is to be handled over to pickup and drop associates who are going to

pick-up the vehicle one day before the pick-up appointment date so that he can directly

go to customers place, if appointment is scheduled next day in the morning. Service

advisors name is to be informed to the driver.

7. To pickup these vehicles, workshop should have sufficient pickup and dropassociates and they should fulfill following criteria:

i) He should be familiar with city and should have valid driving license .ii) He should be polite, soft spoken and have basic knowledge about the product. He

should speak the local language fluently and he should be able to write correctly.

It is advantageous, if he can speak in English.

iii) Person should be trained on basic etiquettes and should about his job andresponsibilities and the entire process.

iv) Pickup and drop associate should be able to pickup and drop 3-4 vehicles perday depending on the city condition and location of the customer.

8. Separate group structure should be made in the workshop in case pickup and drop perday is more than 16 vehicles.

Group should consist of manpower as under:

Service advisor 2Nos.

Technicians 5Nos.

Technical /divisors 1 No.

Drivers 4 Nos .


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9. The pickup and drop Associate should carry the identity card, vehicle pickup slip,standard labor chart and time schedule for maintenance service during picking-up the

vehicle.

10.Pickup and drop associate shall carry the stickers for seat position and he must pastethe sticker to indicate the seat position as per customer comfort settings. He should not

disturb the seat adjustment without ensuring the sticker seat rail and running board.

11. The vehicle is to be checked for any damage on the body and the accessories fittedin the vehicle, the same shall be recorded on vehicle pick -up slip.

12.He should call the coordinator from customers place to give confidence to thecustomer and note down the demanded repairs.Pickup and drop associate should

inform the customer that the service advisor will speak to him/ her after the vehicle

reaches the workshop to reconfirm the demanded repairs and cost estimate. He will also

inform the expected delivery time of the vehicle.

13.Copy of the vehicle pickup slip shall be given to the customer.Pickup and dropassociates should get the confirmation from the customer for availing facility of

dropping the vehicle. If the customer wants to avail Pickup and drop facility of

vehicle, the same should be recorded on the vehicle pick-up slip .Identification mark is

to be noted on vehicle pickup slip P for pick-up and D for drop Pick up and

drop.

14.After reaching the workshop,Pickup and drop associate should meet the coordinator.The coordinator should assign the vehicle to the service advisor available on the day.

The Pickup and drop associate should explain the demanded repairs of the customer

to the service advisor , show the vehicle and handover the vehicle pickup slip.

15.After inspecting the vehicle and road test ,the service advisor should speak to thecustomer for reconfirming the demanded repairs and share other observation made on

the vehicle pertaining to repair. The service advisor should get the customer

confirmation on jobs to be done and explain the final job order. The service advisor

should inform the customer about the expected vehicle ready and delivery time with

estimated cost of service/repair. During repair , if any additional work is identified ,the

same should be informed to the customer by the concerned service advisor, to get the


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approval. Also the revised delivery time and cost should be informed to the customer,

in case of any deviation from the earlier time and cost estimate given to the customer.

16.After job is completed, the service advisor should call the customer and explain the jobdone, actual charges, and time of call shall be recorded on the job card. The workshop

may use the phone with voice recording facility while interacting with the customer

with his prior permission.

17.The service advisor should inform the coordinator about the vehicle ready status so thathe can arrange the same Pickup and drop associate for dropping the vehicle to the

customer. The vehicle should be thoroughly checked by the service advisor before

handing it over to Pickup and drop associate. All documents like bill, instant

feedback card, internal CSI card, next service sticker ,copy of vehicle pick-up slip

,satisfaction note, delivery Chillan and copy of job card shall be given to the Pickup

and drop associate by the coordinator.

18.The coordinator should ensure that the same Pickup and drop associate should deliverthe vehicle to the customer for proper understanding and communication .After

reaching the customers place, Pick up and drop associate should request the customer

to inspect the vehicle and check the inventory. The Pickup and drop associate should

call the service advisor during the delivery of the vehicle to customer , for any

clarification required by the customer.

19.Payment shall be collected by the Pickup and drop associate against the bill.Pickupand drop associate should request the customer to sign the delivery challan and

satisfaction note and also get the vehicle pick-up copy back from the customer against

the copy of job card and bill. He should also get filled the instant feedback card from

the customer.

20.After reaching the workshop, thePickup and drop associate should report tocoordinator and deposit the payment and the instant feedback card, delivery challan,

satisfaction note and vehicle pick-up slip.


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21.Customer care department should monitor the daily status of Pickup and drop vehicle.Summary report should be prepared on monthly basis. Satisfaction level of these

customer should be separately captured and monitored by customer care manager.

22.Customer awareness board should be put up in the vehicle receiving area/customerlounge, informing them about this facility and it should also be explained to customers

during customer meets, camps and through mailers.


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Waiting Area CleanObjective :

To foster a clean and friendly ambience of the customer lounge where the customer

will spend the time comfortably.

Scope:

All dealer workshops, MSMs , MSZs and MASSs in India.

Methodology:

1. The following facilities should be available as per the customer voice.a. Daily newspaper and current month magazines.b. TV with cable/satellite TV connection.c. Snack counter/snack vending machines.d. Tea/ coffee cold drinksvending machines.e. Refrigerator /cold water dispenser.f. Internet connection.2. CCM /CCE should audit the customer lounge daily.3. Check -sheet for washroom/customer lounge to be maintained.4. Customer lounge feedback forms should be collected by CCE on a daily basis.5. CCTV should be available in GM/WM to monitor customer lounge, front office

and customer receiving area

A clean and friendly customer lounge is must to make customers stay comfortable.


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Complete all of the work requested

Objective:

To insure that the jobs demanded by the customer fully attended as informed to the

service advisor opening of the job card.

Scope:

All dealer workshops MSMs, MSZs and MASSs in India.

Methodology:

1. The service advisor shall open the job card with the help of job slip. And explainvery clearly to the customer regarding demanded jobs and the cost estimate, before

commencing work on the vehicle. A copy of the job card shall also be provided to

the customer.

2. For any additional jobs during repair,specific approval shall be taken from thecustomer and recorded on the job card.

3. All the demanded repairs mentioned on the job card should be attended to and tickmarked.

4. Actions taken for each demanded repairs should be mentioned on the job slip andon the back side of the job card ,before closing the job card.

5. The jobs which could not be undertaken should be mentioned on the job card andexplained to the customer.

6. When the customer arrives to take a delivery of the vehicle, the front office shallguide the customer to the concerned service advisor. A road test shall be conducted

by the service advisor/technical advisor along with the customer if required. The

same person shall conduct the road test who has done the road test of the vehicle

while opening the job card. After road test, the service advisor shall explain the jobs

done and the charges with the help of pre-invoice. If the customer is dissatisfied for

any of the reasons viz :jobs done repair quality ,amount charged etc ,the same shall

be ascertained immediately.


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Explain to the customer that all jobs have been attended as per demand


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Reasonable time for servicing

Objective:

Toensure that the customer is informed of reasonable time period for vehicle service/

repair, while opening job card.

Scope:


Methodology:

During the interaction of the service advisor with the customer while opening thejob card, the service advisor shall inform the estimated time required for

service/repairs , based on demanded jobs.

In order to do this, the type of service to be done on the customers vehicle shallfirst be ascertained . These could be:

a. Free servicesb. Paid servicesc. Running repairsd. Quick repairse. Body repairsf.

Specific/ customized jobs

After ascertaining the type of service and the nature of jobs to be performed , aproper time estimate should be worked out, considering the workshop conditions

,constraints etc, like:

a. Workshop capacity load for the dayb. Manpower status for the dayc. Availability of workshop equipment/ break-downs if anyd. Availability of spare partse. Vehicle reporting time to the workshop

The time estimate provided to customer shall include the total time required forthe completion of service/repairs based on demanded jobs and washing. This

estimate shall also take into account of the time taken for basic workshop


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procedures like road test, closing of job card and involve preparation , payment of

bills , etc.

The service advisor with the help of vehicle tracking sheet shall ensure that thecustomer vehicle is tracked periodically by updating the tracking sheet so -that the

vehicle is made ready as per the delivery time.

Time is precious for both the customer and the dealer.


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Informed when service completedObjective :

T o ensure that the customer is informed when the vehicle is ready for delivery.

Scope:

All dealer workshops, MSMs, MSZs and MASSs in India .

Methodology:

1. After the demanded repairs are attended by the technician, a road test shall be done by thetechnical advisor to confirm whether the defects have been resolved. After completion of

road test by the technical advisor and final inspection by the final inspector, the vehicle

should be handed over to the washing supervisor and handed over to the front office staff

,who shall prepare the re-invoice.

2. The front office staff/ service advisor shall inform the customers for vehicle readinessand delivery time. The details of the calls made to customers shall be maintained in the

informed when service completed register .The responsibility should be fixed and the

concerned person should sign the register after informing the customer.

3. The customer should also be informed through SMS (mandatory)

Please make it a point to inform the customer that the vehicle is ready for delivery


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Spare parts availability at workshopObjective:

To ensure availability of require spare parts for servicing of the vehicle and to avoid delayed

deliveries. Timely delivery is one of the key parameters for the customers satisfaction.

Scope:


Methodology:

1. The spare parts manager has to ensure the availability of required spare parts in theworkshop. A register is to be maintained in the workshop for noting the parts details

which are not available in the workshop. In case the required part is not available in the

store ,spare parts manager must try to arrange parts from other authorized sources so that

the vehicle is delivered on same day.

2. Works manager should analyse the reason for pending vehicle on daily basis. Pendingvehicles because of non-availability of spare parts must be reviewed with spare part

manageron daily basis. Spare part manager should initiate actions to ensure availability of

spare parts and endorse the status in register kept at spare parts store.

3. Analysis of fast moving items availability status should be made and order should beplaced as per the procedure given in spare parts operation manual.

4. The space parts manager should check the back order status on daily basis and a list ofcritical items in back order should be sent to Maruti spare parts department with a copy to

the regional office.

5. In case a vehicle is reported to the workshop for which spare part is already in back order,a fresh VOR should be sent to the spare parts department with information to the

concerned MSIL Territory Service Manager in the Regional Office.

6. Daily monitoring of service ratio should be done by the spare part manager. Serviceratio is the availability of parts as per requisition slip. Service ratio can be calculated as

given below:

Service ratio(%)=(number of parts supplied as per IPO/Total parts required by workshop

personnel) 100 . material requisition shall be generated through DMS. Service ratio

shall be generated through DMS daily for analysis.


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7. A board should be placed in the workshop to note down the critical parts required in theworkshop.

Ensure availability of spare parts for timely delivery of vehicles


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Road testObjective:

The objective of the road test procedure is to establish a system to:

1. Identify/diagnose the problem in the vehicle.2. Verify effectiveness/ completion of repairs.3. Explain/convince the customers on the completion of repairs.

Scope:


Methodology :

1. The service advisor shall receive the customer ,interact with him, understand all thevehicle problems as perceived by the customer and record all demanded repairs in the job

slip. Road test must be taken by the service advisor/ technical advisor along with the

customer , to indentify all problems and correctly diagnose the problems reported by the

customer. Since ,the service advisor shall be busy attending to other customers, it is

mandatory for the technical advisor to conduct road test for all the vehicles reporting with

the problems related to the following vehicle systems:

a. Steeringb. Suspensionc. Brakesd. Air conditioninge. Poor pick-upf. Transmissiong. Body vibrationh. Engine overheating

2. Test track should be made in workshops wherever space is available to help diagnose theproblems specifically related to noises of vehicles. Standard specifications for the test

vehicle.

3. The technical advisor shall record all the observation of the road test in road test registerand transfer it on to the job card and then write the suggested repair and inform the


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service advisor .Service Advisor shall inform the customer about any additional repairs

required to be done based on road test.

4. The technician shall repair the vehicle as per the demanded repairs and observationsrecorded during the road test ,while opening the job card. The supervisor shall handover

the vehicle to the technical advisor to conduct the road test on the vehicle to confirm

whether the defects have been resolved satisfactorily.

5. The road test track shall be pre-defined as rough terrain and approved by the worksmanager for the profile, length of test drive/ duration.

6. After the repairs have been carried out satisfactorily the vehicle should be shifted to thefinal inspection area. The final inspector shall check the demanded repairs as per the job

care. If the defects are not resolved or all the demanded repairs not attended to, the

vehicle shall be dealt as per step no. 3 until the defects have been resolved completely.

7. Vehicles which clear the final inspection check should be handed over to the washingSupervisor at washing area, by thesupervisor along with job card. After completion of

washing the washing supervisor should enter relevant details on the job card and

handover the job card to the Supervisor, who should enter the job done and labour charge

details and handover the same to the front office.

8. The front office shall close the job card and prepare a pre-invoice. The customer shall beinformed by the customer Care Executive about the vehicle readiness for delivery.

9. After the customer arrives he/she shall be received by the Service Advisor, and a roadtest shall be conducted by the Technical/Service Advisor along with customer. Same

person shall conduct the road test who has done the road test of the vehicle while opening

the job card.

10.After the customer satisfied, he/she should be explained about the jobs done chargeslevied with the help of pre-invoice. If the customer is not satisfied then step no. 3 onward

should be followed again until the customer is satisfied.


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Road test must be taken to identify all problems and to rectify them


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Reasonable charges for servicingObjective:

To satisfy the customer with fairness of charges levied for service/repair of the vehicles by

ensuring the following:

1. Reasonable charges for servicing/repair.

2. Proper explanation of estimates given at the time of opening of job card.

3.Proper explanation of charges at the time of vehicle delivery.

Scope:

At dealer workshops ,MSMs, MSZs and MASSs in India .

Methodology:

1.The service advisor is to ascertain the type of service to be carried out on the customer vehicle .

The categories of repair are as under. Then service advisor shall ask the customer about repair to

done and record the information on the job slip.

a. Free service

b. Paid service

c. Running repair

d. Quick repair

e. Body repair

f. Specific/customized jobs2. Service advisor shall also ask the customer for any other specific problem, or additional job to

be carried out in the vehicle and make a record of them on the job slip .This shall be done with a

view to give a realistic cost estimate to the customer .The cost estimate shall consider the

following factor

a. Type of service to be carried out

b. Nature of job to be carried out

c. Demand repair if any

3. The service advisor /technical advisor along with the customer shall conduct a road test and

follow procedure of on road test ,to indentify problem reported by the customer and give the

estimated detailed cost beak-up on the job slip/job card. Comprising of the following parameters

to satisfy the customer for fairness of charges:

a. spare parts


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b. oil and consumable

c. Labour

d.Taxes as applicable

4.Charges for value added service like under body coating, engine ,decarbonising , seat cover

,dry cleaning ,etc, should be strictly followed as per MSIL standards.

5.The service advisor shall open the job card with the help of job slip and explain very clearly to

the customer regarding jobs identified and corresponding cost and applicable taxes as well as

total cost, before commencing work on the vehicle. A copy of the job order should also be

provided to the customer.

6.For any additional jobs during repair, specific approval shall be taken from the customer and

recorded on the job card.


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VEHICLE DELIVERY AT PROMISED DELIVERY TIMEObjective:-

To complete all the demanded repairs/service on the vehicle and deliver it to the customer as per

the promised delivery time given at the promised delivery time given at the time of opening the

job card.

Scope:


Methodology:

1. The service advisor shall enter the vehicle data in the vehicle tracking sheet after opening the

job card and shall enter the time of commencement of repairs/service work on the vehicle in the

workshop. After completion of each stage of work , the time of completion shall be updated in

the vehicle tracking sheet.

2. Vehicle identification and status hangers shall be used for vehicle tracking to enable smooth

process flow and avoid unnecessary delays. The delivery time hanger is made of acrylic sheet

(thickness=2mm), and is of white color on one side and yellow on the other side. This shall be

used for identifying special customers with yellow color and other customers with white color.

3.The hanger shall be hung on the inside rear view mirror in such a way that the vehicle can be

identified as of special customers or other customers from outside ofthe vehicle. These hangersare to be hung by the security repair. The service advisor shall fill up the content on the hanger ,

by a white board marker, after opening the job service/ repair. The service advisor shall fill up

the content on the time hanger shall be 30 minutes before the actual promised delivery time. The

contents filled on the hanger shall be wiped off after the delivery of the vehicle and reused again.

To identify vehicles delayed beyond the promised delivery time ,a red color hanger shall be hung

in place of yellow/white color hanger.

4.Vehicle tracking can also be done by using perforated time control tags. Stations during vehicle

service are mentioned between perforation as per sequence of operation. Performance can be

teared off as the work for a particular station is over.

.After allocation of the vehicle to the technician the workshop supervisor shall enter the vehicle

data in the vehicle tracking sheet and update the sheet with the time of completion of every stage

of work in the vehicle. The status of the vehicles in the workshop shall be updated by the


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customer care executive in the front office vehicle of work progress in the vehicle of the

customer ,as and when an enquiry is made.

6.In case of any additional work on the vehicle during the work in progress, the customer shall

be informed for his/her approval and the promised delivery time shall be amended in the

automate/SMS system after approval by works manager / customer care manager for the same.

7.Analysis of delayed and pending vehicles to be done on daily basis by works manager as per

daily vehicle tracking.


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Use time tag for timely delivery

Always deliver the vehicle at the promised time to ensure customer delight


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Informed when to schedule next visitObjective :

To inform the customer about the next service due schedule.

Scope:


Methodology:

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

explain to the customer about the next service due date/ kms.

2. A sticker should be placed in the vehicle, for next due service date/mileage. The sticker

should be placed at the eye level preferably on the right side of windshield or on driver door trim

near dash board. Sticker size should not hamper/divert the customer vision while driving.

3. A letter should be sent to all the customers one month before service due, mentioning the next

service due date/km and value added services(free pick-up and drop up facilities, all 7 days

working ,workshop working hors 8.00am to8.00pm,free loaner car, vehicle pick-up and drop

facility, shuttle service , service booking contact number etc.)

Inform the customer about the next service due date


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Postservice followup (PSF) by workshop personnelObjective:

To ensure that the post-service follow up (PSF) done by the workshop personnel is

complete and effective and to identify customers dissatisfied with the services provided by

the workshop and follow-up for effective resolution of the customer complaint.

Scope:


Methodology:

1. Postservice follow-up with the customer should be done as per Talking points . As per

given below-

a) Post service follow up with the customer by service advisor on 3rd

day from the date of

service.

b) Post-service followup with the customer by customer care executive. This post-service

follow-up is 30 days from the date of service.

2. The service advisor shall generate a list from the IIPL automate Package/DMS and do the

post- service followup with the customers on the 3rd

day from the date of service/repair to

identify their level of satisfaction with the services provided by the workshop .If during the

post service follow up the customer is found satisfied with the vehicle performance and

workshop experience, the overall satisfaction rating shall be taken. The details of the sameshall be entered into the IIPL automate Package/DMS. If the customer is found dissatisfied

the record shall be transferred into PSF dissatisfied customer complaints register.

3. The customer care executive shall do the post-service follow- up with the customers on 6th

day from the date of service /repair to identify their level of satisfaction with the services

provided by the workshop. If during the post-service follow up the customer is found

satisfied with the vehicle performance and workshop experience, the overall satisfaction

rating shall be taken. The details of the same shall be entered into the IIPL automate

Package/DMS.


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If the customer is found dissatisfied, the record shall be transferred into PSF Dissatisfied

customer complaints status register shall be followed.

4.The customer care executive shall generate a list from the IIPL automate Package/DMS and do

the post-service follow up with the customers,30 days from the date of service/repair to identify

their satisfaction with the services provided by the workshop. If during the post service follow

up the customer is found satisfied with the vehicle performance and workshop experience, the

overall satisfaction rating shall be taken. The details of the same shall be entered into the IIPL

automate Package/DMS. If the customer is found dissatisfied, the record shall be transferred into

PSF Dissatisfied customer complaints status register and the procedure mentioned shall be

followed.

5. Post-service followup daily report and post-service follow-up monthly report.

6.The daily management board-PSF status is to be put up near the morning meeting area for

discussion and it should be updated by the CCM every day.

7. Workshop may use call monitoring software for recording the customers during follow-up

with prior permission from the customer. This recording should be training of CCEs and for

improvement of PSF quality.

Please ensure that the post-service follow up is done after each service


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5.The effective contact details with the customer must be entered into DMS/automate package .

.A report shall be generated from the system for monitoring the effectiveness of contact with the

customer and productivity of enforcement ratio through service marketing activity.

6.Apppiontmentshould be entered in an appointment as per sate of visit. Register should have

calendar date sequence. Detailed process of appointment should be followed.

7.Alist of customers who have not visited in the last 6months ,should be taken every day and

follow-up should bedone for satisfaction and service reminder.

8. At the time of vehicle delivery after sales service/repairs, the service advisor should explain to

the customer about the next service due time/mileage. A sticker should be placed in the vehicle

for next due service date/ mileage ,on the right side either on dashboard or windshield glass.

Next service reminder letter should also be given along with the bill.


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Follow-Up For Customers Not Visiting (Lost Customers):Objective:

To identify why the customers are not reporting to the workshop for servicing and to increase the

service load.

Scope:

All dealer workshop, MSMs, MSZs and MASSs in India.

Methodology:

1. Customers who have not visited in last one year, list of such customers should be takenonce a week and follow-up should be done for service reminder.

2. Follow-up with the customers should be done as per the Talking points.3. A report on the effective contact with the customer to visit workshop shall be entered for

monitoring the effectiveness of contact with the customer.

4. Maintain the follow-up data weekly and do the analysis for countermeasures.5. Appointment should be entered in register as per date of visit. Date wise register should

be maintained at the workshop.

6. Daily appointment should be displayed in the front office on board. List to be given tosecurity sand concerned Service Advisor for better communication.

7. Customers who are not coming to the workshop on the due appointment date should befollowed-up with a letter.

Follow-up of customers who have not visited in last one year should be done


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Home Visit By The Service Advisor:Objective:

To ensure that home visit is done by the Service Advisor to the customers premises in the

following cases:

1. Dissatisfied customers (identified through post-service follow-up, written customercomplaints and feedback cards) and the problems resolvable at the customer premises.

2. Meeting sensitive customers, i.e. customers who have visited workshop twice in a month.3. The customers who are not contactable through telephone, to resolve their complaints, if

any, or seek their suggestions for improvement in the workshop services.

4. Satisfied customersto seek their suggestions for improvement in workshop services andbuild along term relationship.

Scope:


Methodology:

1.0Home visit to be done for those dissatisfied customer whose problem could be resolved attheir premises. (dissatisfied customer identified through DSF, written customer complaints

and negative Feedback cards.)

1.1The Service Advisor should fix up appointment with the customer, as per thecustomers convenience and should fill up all details on the Home Visit Check-sheet.

1.2The Service Advisor should visit the customer premises and fix the problem(s) asmentioned by the customer and a confirmatory road test should be conducted along

with the customer. The Service Advisor should obtain the customers feedback and

signature on the visit checklist after completion of demanded jobs and handover the

checklist to the Customer Care Manager.

1.3The Service Advisor should carry a Kit during home visit and should check thevehicle as per the Checkpoints.

1.4The post-service follow-up should be done on the 3rd day after the visit, by theCustomer Care Executive to confirm the customer satisfaction and close the case. If

the customer is found dissatisfied, then follow the procedure.


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2.0Home visit to be done for sensitive customers, who have visited the workshop more thanonce in a month, to check and ensure continued satisfaction.

3.0Home visit should also be done for customers who are not contactable during the post-servicefollow-up, to resolve their complaints, if any, or seek their suggestions for improvement in

the workshop services.

3.1The Service Advisor should fill all the customer details on the Home Visit Checklist.3.2The Service Advisor should visit the customer premises and should enquire with the

customer about the vehicle performance. If the customers reports problem with the

vehicle and if it is resolvable during the home visit, then follow the procedure

mentioned at 1.2 and 1.3.

3.3If the problem is not resolvable at the customers premises then fix up an appointmentwith the customer of pick the vehicle to attend to the vehicle in the workshop and

follow the procedure from S.

3.4In case the customer expresses satisfaction with the vehicle performance, then theService Advisor shall follow procedure mentioned above in point no.3.1.

4.0Home visit to be done for satisfied customers to seek their suggestions for improvement inworkshop services:

4.1The service Advisor shall explain the features of the vehicle (new), the preventivemaintenance schedule, safety tips for safe driving and services offered,

emergency/breakdown assistance services etc.

4.2Also, during this interaction with the customer, the Service Advisor shall seek thecustomers suggestion for improvement in any specific area of the dealership

workshop operations and shall obtain customers signature on the visit checklist and

handover the same to the Customer Care Manager.


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Take an appointment from the customer to visit his/her premises


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Focused Customer Meet:Objective :

To obtain first hand feedback from the customers on the services provided by the workshop and

build long term customer relationship.

Scope:


Methodology:

1. Focused customer meet shall be held by the workshops at convenient location everymonth to obtain feedback on the areas for improvements in the service provided to the

customers.

2. The target number of customers for the meeting shall be 12-14. The profile of thecustomers should be such that the workshop gets feedback from all segments of

customers.

3. During the meeting explanation/presentation along with demonstration on the vehicleshall be carried out as per following:

Vehicle features and maintenance tips Factors affecting fuel economy Checking engine oil level, brake fluid reservoir, battery distilled water, coolant

expansion cap and screen water fluid reservoir Steps for optimum AC efficiency Tyre maintenance and recommended tyre pressures Maximum speed for gear shifting Hazard warning switch, air bags Precautions during rains and winter season Workshop emergency contact numbers along with persons names

Precautions for LPG/CNG/diesel vehicle.4. Audio visual on service maintenance and car care tips should be shown during the

customers meet.


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5. Customers shall be requested to give suggestions for improvement in services providedby the workshop. The feedback on areas for improvement collected during these meets

shall be consolidated and necessary countermeasures shall be taken.

6. Time for each customer meet should be about 2.53 hours.

Taking customers feedback and working towardsit, is good for workshop


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Transportation Provided:Objective:

To provide transportation vehicle for customers.

Scope:


Methodology:

1. Customers who do not want to wait at the service centre while their vehicles are beingserviced, should be offered free transpiration to a convenient location. The service

Advisor/Lobby Manager/Pick-up & Drop Associate should enter the details in the

Transportation Availed Register.

2. Policy on transportation vehicle (Shuttle service):Up to 1200 vehiclesOne A/C vehicle (EECO),

Up to 12001800 vehiclesTwo A/C vehicles (one EECO, one Swift),

More Than 1800 vehicleThree A/C vehicle (one EECO, one Swift and one WagonR).

3. In case body repair workshop is located at different location from the service workshop,then at least one A/C vehicle (WagonR) must be available for body repair workshop

customers.

4. Route map should be made for the convenient locations along with timing for shuttleservice both for morning & evening hours.

5. Workshop shall display such facilities in front office in the form of board or electronicmedia like scrollers. Customers must be asked during the job card opening for

requirement of transport to convenient location.


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Free Loaner Car Provided:Objective:

To provide an alternate vehicle to the customer, as per norms, if customer vehicle is held up at

the workshop.

Scope:

All dealers, workshop, MSMs, MSZs & MASSs in India.

Methodology:

Refer service circular no.: D-23/2006 dated: 25-10-2006

1. Criteria for providing free loaner car to the customer. The vehicle is within warranty period and needs to be retained for more than 24

hours for repair.

Any critical failure or replacement of parts necessitating the vehicle to be retainedfor more than 24 hours.

Based on the judgment & wisdom of the Works Manager/General Manager.2. Number of Loaner Vehicles Required for the workshop is given inSQS-26/Annexure1.3. The details of customers who have availed loaner car facility should be recorded.4. Customers should sign the agreement availing loaner car while his vehicle is in workshop

as per legal terms. Dealer must consult their legal advisor for agreement terms &

conditions.5. Works Manager must conduct audit of each vehicle every month for maintenance,

cleanliness and smooth operation.


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Greeting Customers On birthday And Wedding Anniversary:Objective:

To greet/wish customers on happy occasions like birthday, wedding anniversary for

improving customer relationship.

Scope:

All dealers, workshop, MSMs, MSZs & MASSs in India.

Methodology:

1. Customers birth date & wedding anniversary date shall be captured by workshop andupdated in DMS/IIPL customer master. These details shall be captured by front office

staff while opening job card in the system and by Customer Care Executive during Post

Service Follow-up (PSF).

2. The list of the happy occasions of the customers like birthday and wedding anniversaryshall be generated separately from IIPL/DMS on monthly basis as per annexure.

3. Greeting shall be sent by SMS on customers birthday and wedding anniversary throughsystem-IIPL/DMS (SMS package need to be installed.) Customer care Manager may also

send good wished to customers through birthday/wedding anniversary cards.

4. Customer Care manager is responsible for sending greeting to customers on their birthdayand wedding anniversary date. Records of delivery report of SMS/E-mails should be

kept.

5. Data on greetings sent shall be updated on birthday/ anniversary report by endorsementagainst customer name. Summary report on greetings sent to customers shall be

maintained on monthly basis as per format.


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Workshop Open On Weekend, Late hours And Night ShiftObjective:

Awareness to the customer about convenient working hours & days.

Scope:

All dealers workshops, MSMs, MSZs and MASSs in India.

Methodology:

1. To enhance the (a) workshop capacity & utilization & (b) customers satisfaction byoffering customers convenient working hours, following workshop operation timings are

recommended.

Working on all 7 days Extended working hours Double shift operations Night shift operations

2. Customers must be made aware about the convenient working hours by following ways: All 7 Days Working, Workinghours, Night shift operations should be

displayed either on a separate board or customer information board. This should

also be informed to the customer while opening the job card as well as at the time

of delivery of the vehicle so that the customer can plan his/her next visit.

Workshop timing should be displayed either on a separate board or on customerinformation board. This has to be informed to the customer while opening the job

card.

3. Customers can be informed by sending letters/display boards at the front receptions andthrough SMS also.


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Service AppointmentObjective:

To improve the service initiation process/customers convenience and utilisation of workshop

infrastructure.

Scope:


Methodology:

1. All dealership must have a systematic appointment process, which is customer friendlywith clear guidelines, giving individual and collective responsibilities for all aspects of

the appointment process.

2. Service appointment activity shall be coordinated by SMR executive, who will beconversant with all aspects of appointment taking procedures. Customer Care Manager at

workshop is responsible for giving training to SMR executive.

3. The service appointment shall be taken by SMR executive by taking into considerationthe following points:

Appointment shall be given on the basis of hours available for appointment foreach Service Advisor. Hours available for appointment is calculated as the

working hours of Service Advisor multiplied by the target appointment rate.

Appointment target shall be decided by Works Manager in advance and should betaken minimum 30%.

Appointments shall be booked as per time slots decided in advance based onnumber of Service Advisors available, appointment targets etc. Appointment shall

be booked for individual Service Advisor based on the type of work allocated to

him and appointment hours available for him. The type of work allocated to

Service Advisors should be pre-defined by Works Manager based on their

experience and skill of technicians available with them. Bay time for different

services and repairs(considering the bay typeExpress, Two-tech, normal bays)

shall be standardised and should be available with Service Advisors and SMR

executive. It will ensure the quality and timely repair of appointment vehicles.

Daily appointment taken shall be maintained in Daily Appointment Register.


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Weekly off and planned leave of Service Advisors shall be known to SMRexecutive.

It is important that Service Advisors must spend adequate time with all customersto understand their service requirements and problems in the vehicle correctly. To

ensure this, there should be gap of 15 minutes between two appointments for each

Service Advisor. This process of giving appointments at different times for

different customers is called staggering of appointments.

Required customer details like name, phone no., vehicle regn. No., model mainreason of appointment (service type) etc. must be collected during the

appointment taking process.

Service appointment process shall be supported by availability of spares. Sodetails of next day appointment shall be shared with Spares Manager so that parts

required for each appointed vehicle for the next day shall be arranged.

Appointment confirmation shall be obtained from the customer, on day prior toappointment date and accordingly Service Advisor, font office, security guard and

Spares Department shall be informed. Job slip shall be prepared for the customers

who have confirmed their appointments for the next day and handed over to

concerned Service Advisor. It will save the time. Copy of todays appointees shall

be displayed on the board at prominent location at front office on daily basis.

Customers who do not turn up to the appointment date and time shall be followedup after three hours of message. Please inform the next convenient date and time

of appointment for your vehicle no inviting to reschedule the

appointment.

Appointment promotion shall be done by customer Information Board a frontoffice. Availability of service appointment system and advantages shall

becommunicated to customers through direct mailers.

The works Manager must review the status on daily basis.


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Appointment system should be implemented for customers convenience


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Vehicle returned cleanObjective:

To ensure that the customers vehicle is returned in an absolutely clean condition with respect to

the interior/exterior/ underbody and engine room side, after service/repairs carried out by the

workshop.

Scope:


Methodology :

1. Based on thestudy of washing processinthe workshop, a washing person can wash 2.6vehicles per day .Washing supervisor are not included in the washing manpower

calculation.

2. Number of washing supervisor to be the available in the workshop based on the serviceload:

3. The washing process shall be as per the washing process ,where specific work stationsfor underbody cleaning ,engine room cleaning, vehicle interior cleaning ,glasses ,front

and rear bumpers cleaning shall be specified.

4. The responsibility of the washing supervisor is to ensure that all the vehicles reporting tothe washing area for washing/cleaning are cleanedthoroughly as per the defined process

and the vehicle is absolutely clean at the time of its exit from the washing area.

5. All the necessary equipments and accessories for ensuring a clean vehicle like, washingpumps ,delivery houses, detergents, car shampoo ,wax polish for the body exteriors,

bumper and dash panel polish, wiping cloth, chamois cloth, nylon brushes etc shall be

made available in the washing area .The responsibility of monitoring these inputs

inventory shall be with the washing area supervisor.

Documents

customer service of sai service