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Hyundai Motor CompanyOverseas Service Group

Copyright © 2011. Hyundai Motor Company.All Rights Reserved.

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Customer satisfaCtion improvement Guide Book

Customer Satisfaction

Improvement Guide Book

003H

yundai Motor C

ompany

Overseas S

ervice Group

Preface 004

Improvement Tips by Questionnaire 006

CSI Improvement Management System 008

Booking & Impression of Dealer 010

Impression of the Staff 011

Greeting & Consultation 012

Service Quality 013

Vehicle Delivery 014

Value for Money 016

Contents

002C

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message from director

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In today’s world, the automotive industry is experiencing immense competition among manufacturers to survive and to become global leaders. To lead this trend, HMC is committed to CS Improvment program in support of Hyundai network in order to meet the growing expectations of our customers.It is our great pleasure to announce the launching of “CS Improvement Guide”, a new and valuable resource that has been developed to promote CS Improvement activities around the globe.

The CS Improvement Guide was developed as a part of supporting plan for “CS Innovation 3·3” and designed to support our dealers to improve their weaknesses by advising tips for every question found in IACS, JD Power & HGSI. By setting an improvement plan for every dealership with referring to this guide, we are sure that you will be able to get substantial idea on how to improve your dealers’ weak points. To boost up your CS Innovation activities, HMC will also actually visit and consult our service network from 2011.

We kindly request that the improvement tips will be implemented to all Hyundai Network as soon as possible.With your active participation and passion, we are confident that this guide will be one of the major CS Improvement tools which will take us a step closer to our challenging but achievable goal – Top 3 in Customer Satisfaction by 2013.

Thank you in advance for your cooperation on this program.

K.R.LEEDirector

Overseas Service GroupHyundai Motor Company

Category QuestionnaireSurvey # of tips

offeredHGSI IACS JDP(HMA)

Booking &Impressionof dealer

• Handling of telephone enquiries

• Ease of getting an appointment

• Convenience of opening hours

• Appearance of service department

• Ease of parking

• Appearance of waiting area

• Flexibility to accommodate your schedule

• Ease of driving in/ out of facility

O

O

O

O

O

O

O

O

O

O

O

O

O

O

O

O

O

O

O

O

O

O

O

O

25131233

Impressionof staff

• Friendliness & helpfulness of staff

• Willingness to listen & underdtand problems

• Honesty/ trustworthiness of personnel

O

O

O

O

O

O

O

O

O

545

Greeting &Consultation

• Attended to promptly on arrival

• Explanation of work to be done

• Possibility of direct contact with w/shop personnel

O

O

O

O

O

O

O

O

O

461

Service Quality • Quality of work performed O O O 9

VehicleDelivery

• Ability to keep to promised schedule

• Explanation of work performed

• Cleanliness of car after service/ repair

• Waiting time when you collected your car

• Time it took the w/shop to complete the work

• Quality of service advice

• Total time required to complete service on your vehicle

O

O

O

O

O

O

OO

O

O

O

O

O

O

OO

O

O

O

O

O

O

OO

94313490

Value forMoney

• Clear information provided on costs before work

• Explanation of the service/ repair charges after work

• Fairness of charges for service/ repair work & parts

• Availability of the spare parts

• Reasonable price for spare parts

O

OO

OO

O

O

O

OO

OO

O

O

O

OO

OO

O

O

65013048

tOtal 16 23 16 123 (duplicated)

improvement tips by Questionnaire

Step 1Booking & impression of dealer

Step 4Service Quality

Step 2impression of Staff

Step 5vehicle delivery

Step 3Greeting & Consultation

Step 6value for Money

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• Set improvement plans with DPSM

Dealer

PLAn Do CHECK ACt

Distributor

HMC

• Set improvement plans for dealers based on the “CS Improvement Guide”

• Review distributors’ improvement plans

• Set the targets to be achieved

• Implement action plans item by item

• Support improvement activity of dealers

• Conduct CSI Survey

• Support improvement activity of distributors

• Conduct CSI Survey

• Check the progress of Improvement plan by dealer principal

• Visit dealers to check the progress of improvement plans

• Report status to MD (By DPSM)

• Conduct the field consulting

- Status of training - State of practical use

& training of the “CS Improvement Guide”

• Analyze the items left to be improved with DPSM

• Consult dealers on how to improve weak points (With HMC)

• Award the excellent dealers

• Update the “CS Improvement Guide”

• Award the excellent distributors

Hyundai Global Cs management system

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Monthly

Quarterly

Annually

M

Q

Y

Q

Q Q

Q

Q

Q Q

Q

Q

Q

Q

M M

M

M

Y

Y

Y

Y

Y

7%6%

5%4%

12

3

4

7%7%

7%

1

2

3

Check Point Guidelines Management

Do you take care of the service peoples’ attire for a better impression towards customers?

• Make the identity of each staff obvious & project a professional image

- Use uniforms, nametags, or pictures with profile displayed in the customer lounge

DPSM, dealer visit[attach #3]

Is the appearance of the service area properly managed in customer friendly manner?

• Reinforce 6 Step training down to dealer - Train all service advisors of your dealer network 3M/Day a year (Ref. Material : S/A Program, PEPI Toolbox manual, SACG)

• Manage the Service Advisor certification rate by objective

[HMC target by 2013] - S/a : 85%, Master S/a : at least 1/dlr

ItEM '09 '10 '11 '12 '13

S/A Certification % % % % %

M.S/A Certification % % % % %

• Hold a nation level “Service Advisor Competition” & offer incentives

• Post the “Hyundai Customer Promise” & regularly remind all staffs of the contents

Distributor

Distributor

Distributor


Step 1 Step 1Step 2 Step 2Step 3 Step 3Step 4 Step 4Step 5 Step 5Step 6 Step 6

Booking & impression of dealer

impression of the Staff

Booking & impression of dealer impression of the staff

SuRvEY QuEStIonS1 Handling of telephone enquiries2 Ease of getting an appointment3 Convenience of opening hours4 Appearance of service department

SuRvEY QuEStIonS1 Friendliness & helpfulness of staff2 Willingness to listen & understand problems3 Honesty/ trustworthiness of personnel


Do you have a procedure for handling appointment calls?

• Review & follow customer-focused telephone procedures [attach #1]

• Use effective words by referring to a telephone script [attach #2]


Do you properly manage customers’ service schedule?

• Systemize appointment schedule management - Avoid a peak hour congestion

• Investigate all dealers' W/Shop capacity every year & set a plan to improve serviceability when the capacity exceeds 90% [attach #4]

- Build more stalls, increase efficiency of technician management

• Operate the flexible workshop opening hours - Open on weekends

• Make sure that customers are contacted 1) one day & 2) one hour prior to their appointment as a “courtesy reminder” [attach #2]

• Call all no-shows within 30 minutes to reschedule


Distributer

DPSM, dealer visit[attach #3]DPSM,

dealer visit[attach #3]


Is the appearance of the service area properly managed in customer friendly manner?

• Improve the appearance of the service area in accordance with HMC CI, WI manual

- Customer Lounge, Reception, Cashier, Signage

• Keep every service area in clean & neat condition - Customer Lounge, Reception, Cashier, Signage, Restroom

& all the places customers may see

• Secure a service exclusive parking lot to ease customers' access to service area




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Greeting & Consultation

Service Quality

Greeting & Consultation service Quality

6%7%

12

SuRvEY QuEStIonS1 Attended to promptly on arrival2 Explanation of work to be done


Do you have a well organized system to greet customers without delay?

• Systemize to actively guide & greet customers to service reception

- Signage to Service, Greeter, Welcome Board

• Make receptionists have all appointment schedule & guide customers to their appointed service advisors



Do you review all customer & vehicle information before work?

• Check if it is systemized to review all service repair history of vehicles

- Shop comebacks, Recalls, Campaigns, Previous services, Recommendations


Do you actively identify customers’ concern & check vehicle condition?

• Fill out the “Customer Interview Card” & R/O to exactly understand customers' needs [attach #5]

• Advise customers to take all the valuables with

them & prohibit technicians from opening console/ glove box


Do you explain about the work to be done before the work starts?

• Reinforce 6 Step training down to dealer - Train all service advisors of your dealer network 3M/Day a year

(Ref. Material : S/A Program, PEPI Toolbox manual, SACG)



ItEM '09 '10 '11 '12 '13



• Make all dealer network use the “Service Advisor Consulting Guide” [attach #6]

• Have customers review & sign the R/O after service advisor's explanation [attach #7]

- Execute multi point inspection (Dialogue Reception)

Distributor

Distributor

Distributor


7%

1


Do you properly manage technical information & technician’s skills?



ItEM '09 '10 '11 '12 '13

Overall Certification % % % % %

Master Tech. % % % % %

• Operate Technical Hot-Line between distributor & dealers on quality issues

- Technical consulting, Technical information advising, Remote diagnosis

• Daily check service technical information on G.S.W. & notify them to technicians

• Equip a computer in the workshop for technicians to see all technical information

Distributor

Distributor



Do you have a special handling process for shop comeback customers?

• Have the service manager meet personally with the comeback customers

• Create a comeback analysis log and track them

• Operate courtesy car program for the jobs taking more than 1 day


dealer visit[attach #3]DPSM,


Do you conduct a final inspection by service advisor?

• Conduct a prior inspection of the job done & test drive before delivery


SuRvEY QuEStIonS1 Quality of work performed

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vehicle delivery vehicle delivery

vehicle delivery vehicle delivery

CHECK PoInt GuIDELInES MAnAGEMEnt

Do you verify working progress & keep customers updated?

• Establish a scheduling board & keep it updated when there's any change [attach #9]

• Keep waiting clients informed of the work progress



Do you have a parts operation standard?

• Make dealers have minimum quantity of frequently demanded parts

- M.O.S. (Month of Stock) : 2 Months

• Tightly control parts fill rate & recurrent back order items

[HMC target by 2013] - parts fill rate : 95%

• Manage a proper rate of “V.O.R. & Stock Order” [HMC target by 2013] - rate of v.O.r. : under 5%

• Deliver parts ordered by dealers in 3 days after being ordered




Distributor

Do you have a special handling process for shop comeback customers?

• Have the service manager meet personally with the comeback customers

• Create a comeback analysis log and track them [attach #8]



Do you explain about the work done?

• Reinforce 6 Step training down to dealer - Train all service advisors of your dealer network 3M/Day a

year (Ref. Material : S/A Program, PEPI Toolbox manual, SACG)

Distributor

6%7%

5%

12

3


Do you explain about the work done? (Continue)



ItEM '09 '10 '11 '12 '13

Overall Certification % % % % %

Master Tech. % % % % %

• Make all dealer network use the "Service Advisor Consulting Guide" [attach #6]


- Execute multi point inspection (Dialogue Reception) [attach #7] - Explain the necessity of the service/ repair showing old parts

to the customer

Distributor

Distributor


Do you return the customer’s car clean?

• Make all workshops use protective covers & mats to keep vehicles clean from contamination [attach #11]

- Covers & mats for “Steering wheel, Fender, Floor & Seat”

• Clean both inside & outside of the vehicle

• Have vehicle settings adjusted to its original state as it was when brought into the shop

- Mark with stickers where the seat was & return it to its original position

- Re-adjust radio frequency




Do you conduct a final inspection by service advisor?

• Conduct a final inspection of the vehicle prior to customer's arrival [attach #12]


SuRvEY QuEStIonS1 Ability to keep to promised schedule2 Explanation of work performed3 Cleanliness of car after service/ repair

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value for Money value for Money

value for money value for money


Is your service/ parts price competitive in the market?

• Investigate the service/ parts price at least once a year & adjust the price if needed

- Parts, Labor cost & maintenance price

• Introduce MOBIS UNIFIT parts program

• Operate parts remanufacturing program ( CV Joint, Alternator, Audio, A/C Compressor, ATM, P/Str G/Box,

Diesel H.Pressure pump etc)

Primarily managed part list

[attach #13]

Distributor

Distributor

Do you operate a standard service/ parts price system?

• Establish a standard service/ parts price system & post the price board where customers can easily see

- Reception, Customer Lounge etc


Do you explain about the price before & after the work?

• Reinforce 6 Step training down to dealer - Train all service advisors of your dealer network 3M/Day a

year (Ref. Material : S/A Program, PEPI Toolbox manual, SACG)



ItEM '09 '10 '11 '12 '13



Distributor

Distributor

6%6%

7%

12

3


Do you explain about the price before & after the work? (Contimue)

• Make all dealer network use the "Quotation System" [attach #14]

[HMC target by 2013] - Systemization : 100%

ItEM '09 '10 '11 '12 '13

Automatic Quotation % % % % %

Manual Quotation % % % % %


- Execute multi point inspection (Dialogue Reception) [attach #7] - Explain the necessity of the service/ repair showing old

parts to the customer

Distributor


Do you get a prior approval of any additional work?

• Fully explain the necessity of additional work & get approval from customers


Do you conduct a follow up call after customers visit the workshop?

• Make follow up calls within 72 hours of the service/ repair [attach #15]

• Appoint an exclusive personnel in charge of follow up calls

• Make monthly reports of follow up calls & report to the dealer principal




SuRvEY QuEStIonS1 Clear information provided on costs before starting work2 Explanation of the service/ repair charges3 Fairness of charges for service

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Contents



Customer - Focused Telephone Procedures 020 Telephone Scripts 021 DPSM Dealer Visit Check List 022 Workshop Capacity Status 028 Customer Interview Card 030 Service Advisor Consulting Guide 031 Multi Point Inspection 032

Shop Comeback Log Book 034 Job Scheduling Board 036 7 Stage Review of the Work Completed tool 038 Clean Kit (Sample) 039 Vehicle Inspection Check List 040 Primarily Managed Part List (Retail price) 041 Quotation by Super Service Menu (Sample) 044

Follow-up Call Recommended Questions 045

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attach #1

Customer-focused telephone procedures

attach #2

telephone scripts

Answer phone calls within 3 rings

Identify yourself & department

verify that you have reached the correct person

When speaking with a customer, address him/ her by last name

Make sure the customer has time to talk

Confirm all information

Always offer alternatives & ask what is convenient for the customer: “When would you prefer to meet –tomorrow morning or afternoon?”

Schedule appointments outside of peak hours

Empathize with customers in a situation where an accident is involved

Ask the customer to write down your name & ask for you upon arrival

Do not put customers on hold for any purpose other than to service to that customer

Listen actively when talking to customers

Appointment Scheduling

Do you have any time available this [morning, afternoon, evening]?

Do you prefer a certain time of day or day of the week?

I have time available at ____ A.M. & ____ P.M. Which is better for you?

Is tomorrow at ___ convenient for you?

When is the next best time available for you?

I could probably spend more time with you if you come in at ___ o’clock. Could you do that?

Appointment Reminder

Good morning, my name is Jason Kim and I’m calling from Steve Hyundai. May I speak with Mr. Lee?

I am calling to confirm your reservation for service at 10:00 tomorrow.

Great! We have everything ready & we will be looking forward to seeing you tomorrow Mr. Park. thank you.

#1 #1#15 #15#14 #14#13 #13#12 #12#11 #11#10 #10#9 #9#8 #8#7 #7#6 #6#5 #5#4 #4#3 #3#2 #2

Customer-focused telephone procedures

telephone Scripts

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attach #3

dpsm dealer visit Check List

DPSM name : Jason Kim

Dealer name : Steve Hyundai

**Rating guide : 1(Poor) ~ 5(Excellent)

no. Items to check Rating Problem found Action plan Due date

#1. Booking & Impression of dealer 1~5 problems in detail improvement plan in detail 31/10/2010

1 Telephone script in use?

2 Appointment system in use?

3 Flexible opening hours in operation?

4 Courtesy reminder in action?

5 No-show customer handling process?

6 Appearance of customer lounge?

7 Appearance of reception?

8 Appearance of cashier?

9 Appearance of service signage?

10 Appearance of restroom?

11 Exclusive parking lot for service?

Sub average rating

#2. Impression of the staff 1~5 problems in detail improvement plan in detail 31/10/2010

1 Uniform & nametag of service advisor?

2 Uniform & nametag of technicians?

3 Customer promise posted properly?

4 Customer contents knowledge?

Sub average rating

#3. Greeting & consultation 1~5 problems in detail improvement plan in detail 31/10/2010

1 Signage to service reception?

2 Receptionist’s appointment info sharing?

3 Service/ Repair history checking system?

4 Customer interview card in use?

5 Customer’s sign on R/O followed by explanation

6 Multi Point Inspection in action?

Sub average rating

HGSI : 732 (2010. 1Q)

Previous visit : 13 / 09 / 2010

Current visit : 13 / 09 / 2010

#1 #1#15 #15#14 #14#13 #13#12 #12#11 #11#10 #10#9 #9#8 #8#7 #7#6 #6#5 #5#4 #4#3 #3#2 #2

dpSM dealer visit Check list


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attach #3



#4. Service Quality 1~5 problems in detail improvement plan in detail 31/10/2010

1 Daily service information check in progress?

2 Service information training in action?

3 Computer for service information equipped?

4 Managers care for shop comeback customers?

5 Shop comeback analysis in operation?

6 Courtesy car program in use?

7 Prior in spection before delivery by S/A?

Sub average rating

#5. vehicle Delivery 1~5 problems in detail improvement plan in detail 31/10/2010

1 Scheduling board or syste minuse?

2 Keep up dating work progress to customers?

3 M.O.S. offre quently demanded parts

4 Parts fill rate

5 V.O.R. rate

6 Show old parts when explaining service?

7 Protective covers & mats in use?

8 Car cleaning before delivery?

9 Adjusting all vehicle settings as it was?

10 Final inspection by S/A?

Sub average rating

#6. value for money 1~5 problems in detail improvement plan in detail 31/10/2010

1 Investigation of service / parts price1 / month?

2 Service / parts price system & board in use?

3 Approval from customers on additional work?

4 Follow up call in 72 hours?

5 Exclusive personnel in charge of F/UP call?

6 Monthly report of follow up call?

Sub average rating

total average

#1 #1#15 #15#14 #14#13 #13#12 #12#11 #11#10 #10#9 #9#8 #8#7 #7#6 #6#5 #5#4 #4#3 #3#2 #2



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attach #3



Bottom 5 1~5 problems in detail improvement plan in detail 31/10/2010

1 Investigation of service / parts price1 / month?

2

3

4

5 Service / parts price system & board in use?

6

7

8

9 Approval from customers on additional work?

10

11

12

13 Follow up call in 72 hours?

14

15

16

17 Exclusive personnel in charge of F/UP call?

18

19

20

Sub average rating

DPSM Service Manager

#1 #1#15 #15#14 #14#13 #13#12 #12#11 #11#10 #10#9 #9#8 #8#7 #7#6 #6#5 #5#4 #4#3 #3#2 #2



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attach #4

Workshop Capacity status

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Workshop Capacity Status

Workshop Capacity Status


As of : 13 / 09 / 2010

**Rating guide : 1(Poor) ~ 5(Excellent)

City Dealer R.o./ Month Capacity usage Rate Expansion Priority Remarks

SeattleSteve Hyundai 18,148 15,300 119% 1

Tacoma Hyundai 12,145 10,350 117% 2

San DiegoJane Hyundai 12,098 10,800 112% 3

Eugene Hyundai 17,000 10,000 170% -


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Inspection/Replacement interval:

Refer to the Vehicle Owner's Manual for specific inspection and

replacement intervals.

If I ignore it?

• Potential for increased transmission wear

• Increased sludge and varnish buildup may cause sticking of valve body components

• Potential to overheat the transmission through a lack of transmission fluid, if there is a leak

• Low fluid level can cause improper shifting, overheating and transaxle damage

If I take care of it?

• Increased longevity of the transmission components

• Less sludge and varnish buildup

technology Fact:

Some Hyundai automatic transmissions are lifetime sealed, therefore no maintenance is required.

Fluids 2.1

attach #5

Customer interview Card


Service Advisor name: Jane Lee

1. Customer information

name Mr. Steve Kim

Model GENESIS BH380

License # PJY-472

vIn KMH000000000

Miles in 1,042km

2. Comments on vehicle condition

3. Cusomers’ request for service

1) Shopcomeback service? (If yes, when/where)

2) Did you explain the cost estimate before work starts? (If no, why?)



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Customer interview Card

Service advisor Consulting Guide

yes no

yes no

yes no

yes noCustomer signS/a sign

Customer sign

No valuables left in the vehicle

4. Pre-delivery interview

1) Did you get a prior approval from customers for add on repair? (If no, why?)

3) Did you explain the invoice & check if customers fully understood? (If no, why?)

4) Did you explain the work performed & check if customers fully understood? (If no, why?)

yes no

yes no

yes no

attach #6

service advisor Consulting Guide

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Automatic transmission Fluid

Used

New

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attach #7

multi point inspection

attach #7

multi point inspection

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Multi point inspection

Multi point inspection

Service AdvisorWalk-Around Guide

outside the vehicle Check

Headlight / Brake light

Tail & Side lamps

Windshield wiper blades

Fuel cap

Body & Trim

Suspension system

Exhaust & Tail pipe

Tires

under the hood Check

Fluid leaks

Hoses

Loose or wom belt

Fluid leaves

Battery

Plug wire

Radiator cap

Air filter

Review owner’s Maintenance manual

• A Walk-Around should always be performed with customer present• Be positive, build rapport and look for selling opportunities to the customer

during the Walk-Around

Telephone: Maximum 3 rings!

Identify customer needs

Active Listening

Check workshop capacity

Schedule appoinment

Check vehicle repair history

Check customer service schedule

Check for parts availability

Arrange transportation (if necessary)

Enter appointment in log

Greet customers within 30 seconds

Give priority to comeback jobs

Check customer and vehicle information

Conduct Walk-Around (MPI)*

Finish R/O White-up

Performance Check on vehicle

Test Drive if necessary

Quality Control on all vehicles

Call customer if there will be a delay

Wash vehicle & complete paperwork

Review R/O charges and print invoice

Greet customer on arrival

Explain work & show replaced parts

Schedule next Service visit

Deliver vehicle and say good-bye

Close order

Contact customer within 3 days

Keep phone call brief

Complaints handled by SVC Manager

Confirm next Service Visit

the Hyundai 6-stepCustomer Care Process

Step

1Making

appointments

Step

2preparing / Organizing

the execution of Orders

Step

3receiving and

advising Customers

Step

4Order

Monitoring

Step

5Hand-over

of the vehicle

Step

6after Service

follow-up

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attach #8

shop Comeback Log Book

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Shop Comeback log Book

Shop Comeback log Book


Month : Aug 2010

no. Customer name Model vIn Reason for visit 1st visit 2nd visit Remarks

1 Mr. Steve Kim VI KMHJM00000 Transmission shift

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

17


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Date : 13 / 09 / 2010

Stall # technician Plan /

Action

Job progress board

08:00 ~09:00

09:00 ~10:00

10:00 ~11:00

11:00 ~12:00

13:00 ~14:00

14:00 ~15:00

15:00 ~16:00

16:00 ~17:00

17:00 ~ 18:00

1 Mr. Steve KimPlan

Action Available time

2 Tony S.Plan

Action

3 Chris K.Plan

Action

4Plan

Action

5Plan

Action

6Plan

Action

attach #9

Job scheduling Board

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Scheduling Board Scheduling Board

Arrival time Delivery time

13 / 9 11:05 13 / 9 11:50

Model vehicle no.

GENESIS 340235

Magnetic chip recommended

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attach #10

7 stage review of the Work Completed tool

attach #11

Clean kit (sample)

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7 Stage review of the Work Completed tool

Clean kit (Sample)

• Receive invoice from Service Receptionist

Stage 1

• Does the invoice correspond to the service the customers received?

Stage 2 Check the invoice

• Present the invoice to the customer and explain the details of the work done, emphasizing the entire 6 Step Customer Care Service Process, leading to the targeted goal

Stage 3 Explain the invoice

• Receive the customer's signature for extra work on the service form

Stage 4 Customer signature

• If original parts were used, emphasize the guarantee period• Present the exchanged parts (with customer's consent)

and explain the reason for changing them

Stage 5 Explain about parts

• Offer to assist the customer in every need• Update the customer about the next regular service• Inform the customer of the follow-up call that will take

place within 72 hours

Stage 6 Explain the next step

• Escort the customer to the cashier for payment

Stage 7 Parting

Steering wheel

Floor

Fender

Seat

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attach #12

vehicle inspection Check List

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vehicle inspection Check list

Inspect vehicle performance and handling

Inspect all fluid levels and belts

Inspect battery

Perform visual underbonnet check

Inspect all lights, turn indicators

Inspect brakes and steering

Inspect radio, air conditioner, heater, other accessories

Inspect windscreen wipers, washer

Inspect body for dents, scratches, chips, etc

Inspect interior cleanliness, including boot and ashtrays

Inspect horn

Inspect tyre pressure and condition, including spare

Wash car

Inspect owner's manual and tyre tools

Inspected by : Jason Park

Date : 13 / 09 / 2010 Service Manager

Preparing / inspecting vehicle in advance of customer arrival

name Mr. Steve Kim

Model Genesis BH380 License # PJY-472

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primarily Managed part list (retail price)

attach #13

primarily managed part List (retail price)

ItemCompetitiors Price HMC

Price

Gap (HMC vs Average)A B C

[Maintenance Parts]

• Filter Air Cleaner

• Filter-engine Oil

• Filter–Fuel

• Wiper Blade

• Spark Plug

• Timing Belt

• ‘V‘ Belt

• Alternator

• Disk Brake Pad

[Mechanical parts]

• Strut Assy

• FR wheel Disk

• Clutch Plate

• Bearing-Clutch

• Compressor

[Frequent accident]

• FR Bumper

• Panel-Hood

• Radiator

• Panel FR Door

• Panel Tail Gate

• Head Lamp

• Rear Lamp

• Front Glass

• RR View Mirror

• Tail Gate Glass

attach #13

primarily managed part List (retail price)

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primarily Managed part list (retail price)

ItemCompetitiors Price HMC

Price

Gap (HMC vs Average)A B C

[Additional Parts]• Cyl. Head Valve• Short Engine Assy• Front Case Assy• Oil Pan• Cyl. Head Assy• Gaskets• Con. Rod Bearing• Crankshaft Assy• Con. Rod Assy• Ex. Camshaft Assy• Coolant Pump• Ig. Coil• Fuel Pump• Fuel Tank• Fuel Injector• Starter Assy• ATM• FR Hub Bearing• RR Hub Bearing• FR Sus. Spring• RR S/ABS• RR Bracket• P/Brake Shoe• RR Brake Disc• P/Brake Cable• Back Panel• RR Door Panel• Cooler Condensor Assy• W/Shield Wiper Motor

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Quotation by Super Service Menu (Sample)

attach #14

Quotation by super service menu (sample)

trident Automobiles (Pvt) LtD

repair estimate

Printing Time : 02/06/2008 11:40Estimate No : S200301333 Date : S200301333 Type : InsuranceReg No : KA02Z7869 VIN : MAHAC51GRWM005486Model : SANTRO Engine No : G4HCWMD05486 Vehicle Color : Silver R/O No : Work type :

RAMASWAMY H.VBANGALORE

Total Amt : 76,788,32 Part Amt : 76,788,32 Labour Amt : 0.00

Part Detail

Part Description Part No Part Amt Oty Tax Total

FAN.COOLING 2523129000 441.50 1.00 55.19 496.69

RADIATOR ASSY 2531005000 3.012.23 1.00 376.53 3.388.76

SHROUD.RADIATOR 2535005000 404.50 1.00 50.56 455.06

MOTOR.RADIATOR COOLING FAN 2536802300 2.852.52 1.00 356.56 3.209.08

TANK.RESERVOIR 2543002000 136.68 1.00 17.09 153.77

COVER.ENGINE UNDER LH 2913002000 29.68 1.00 3.71 33.39

DAM.AIR 2915002001 89.09 1.00 11.14 100.23

SEAL.OIL 5171321100 65.49 1.00 8.31 74.80

KNUCKLE.FR AXLE LH 5171502250 1.504.45 1.00 188.06 1.692.51

BEARING.FR WHEEL HUB 5172021100 443.70 1.00 55.46 499.16

WHEEL ASSY.STEEL 5291005050 749.82 2.00 187.45 1.687.51

ARM COMPLETE LWR LH 5450005000 1.180.61 1.00 147.58 1.328.19

SHOCK ABSORBER ASSY.RR 5531005000 668.67 2.00 167.17 1.504.51

SPRING.RR 5535005100 368.94 2.00 92.23 830.11

TORSION AXLE & ARM COMPLETE 5550006100 13.657.54 1.00 1.707.19 15.364.73

ROD ASSY.LATERAL 5561002000 583.19 1.00 72.90 656.09

CROSSMEMBER COMPL 6240105000 8.526.96 1.00 1.055.87 9.592.83

PANEL COMP L.RADIATOR SUPT 6410005000 1.837.96 1.00 229.74 2.057.70

PANEL ASSY.FNOR APRON LH 6460105000 2.283.67 1.00 285.46 2.589.13

Among questionnaire, select commonly low ranked questions & get feedback from the customers

no. name

1 Was the dealership able to accommodate your schedule?

2 Was the service advisor friendly?

3 Were you contacted 1day / 1hour prior to the appointment?

4 Were the dealership and waiting area clean?

5 Were you satisfied with service staff’s attire?

6 Were you able to see Customer Promise easily?

7 Were you greeted upon arrival?

8 Were you offered a multipoint inspection?

9 Were you provided with through explanation of the service prior to work?

10 Were you provided with cost estimate?

11 Were you informed of working progress?

12 Were you satisfied with the cleanliness of car?

13 Were you provided with through explanation of the work performed?

14 Were you explained about the invoice?

15 Did the service advisor get your prior approval on any additional repair?

16 Were you satisfied with the fairness of the charges?

17 Were you satisfied with the maintenance / repair work done?

18 How did the cashier treat you?

19

20

attach #15

follow-up Call recommended Questions

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Questionnaire pool of the “Follow-up Call”

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Customer Details

Date and Time of service center visit

Name ID

Address

Phone

New customer : arrived at the service center by:

transfer from sales center / advertisement /

geographical proximity / friend recommendation

/ other

vehicle details

Model

Year

License Number

Kilometers/miles

Code

Complaint Details

Description of customer’s complaint

Test drive to diagnose and document problem

yes / no

Problem diagnosis and documentation by foreman

/ automobile electrician / diagnostic / other (attach

diagnostic paperwork if needed)

Coordinating Expectations

Primary price offer

Estimated time of service

Keep flawed parts yes / no

Waiting at service department

/ needs transportation

Work tracking

CustomerUpdateTime

Update Details

Phone Confirmation

After Repair Follow up Call

F/Up call date

F/UP call details documentation:

satisfied/ dissatisfied/ advicate

Complaint Details

Description of customer’s complaint

Customer signature

Customer Detail Documentation Format

attach #15


memoattach #15


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follow-up Call recommended

Questions

Follow up call questionnaire

Was the dealership able to accommodate your schedule?

Was the Service Advisor friendly?

Were you provided with thorough explanations?

Were the dealership and waiting area clean?

Were you satisfied with the fairness of the charges?

Average Score

Excellent Very Good Good Fair Poor

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#15

memomemo

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#15#15

customer satisfaction improvement guide bookhmcmiami.com/csi improvement...

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