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Customer satisfaCtion improvement Guide Book + Hyundai motor Company + BookinG & impression of dealer + impression of staff + GreetinG & Consulta-tion + serviCe Quality + veHiCle delivery + value for money + Customer satis-faCtion improvement Guide Book + Hyundai motor Company + BookinG & im-pression of dealer + impression of staff + GreetinG & Consultation + serviCe Quality + veHiCle delivery + value for money + Customer satisfaCtion improve-ment Guide Book + Hyundai motor Company + BookinG & impression of dealer + impression of staff + GreetinG & Consultation + serviCe Quality + veHiCle delivery + value for money + Customer satisfaCtion improvement Guide Book + Hyundai motor Company + BookinG & impression of dealer + impression of staff + GreetinG & Consultation + serviCe Quality + veHiCle delivery + value for money + Customer satisfaCtion improvement Guide Book + Hyundai motor Company + BookinG & impression of dealer + impression of staff + GreetinG & Consultation + serviCe Quality + veHiCle delivery + value for money + Custom-er satisfaCtion improvement Guide Book + Hyundai motor Company + Book-inG & impression of dealer + impression of staff + GreetinG & Consultation + serviCe Quality + veHiCle delivery + value for money + Customer satisfaCtion improvement Guide Book + Hyundai motor Company + BookinG & impression of dealer + impression of staff + GreetinG & Consultation + serviCe Quality + ve-HiCle delivery + value for money + Customer satisfaCtion improvement Guide Book + Hyundai motor Company + BookinG & impression of dealer + impres-sion of staff + GreetinG & Consultation + serviCe Quality + veHiCle delivery + value for money + Customer satisfaCtion improvement Guide Book + Hyun-dai motor Company + BookinG & impression of dealer + impression of staff + GreetinG & Consultation + serviCe Quality + veHiCle delivery + value for money + Customer satisfaCtion improvement Guide Book + Hyundai motor Company + BookinG & impression of dealer + impression of staff + GreetinG & Consulta-tion + serviCe Quality + veHiCle delivery + value for money + Customer satis-faCtion improvement Guide Book + Hyundai motor Company + BookinG & im-pression of dealer + impression of staff + GreetinG & Consultation + serviCe Quality + veHiCle delivery + value for money + Customer satisfaCtion improve-ment Guide Book + Hyundai motor Company + BookinG & impression of dealer + impression of staff + GreetinG & Consultation + serviCe Quality + veHiCle delivery + value for money + Customer satisfaCtion improvement Guide Book
Customer satisfaCtion improvement Guide Book + Hyundai motor Company + BookinG & impression of dealer + impression of staff + GreetinG & Consulta-tion + serviCe Quality + veHiCle delivery + value for money + Customer satis-faCtion improvement Guide Book + Hyundai motor Company + BookinG & im-pression of dealer + impression of staff + GreetinG & Consultation + serviCe Quality + veHiCle delivery + value for money + Customer satisfaCtion improve-ment Guide Book + Hyundai motor Company + BookinG & impression of dealer + impression of staff + GreetinG & Consultation + serviCe Quality + veHiCle delivery + value for money + Customer satisfaCtion improvement Guide Book + Hyundai motor Company + BookinG & impression of dealer + impression of staff + GreetinG & Consultation + serviCe Quality + veHiCle delivery + value for money + Customer satisfaCtion improvement Guide Book + Hyundai motor Company + BookinG & impression of dealer + impression of staff + GreetinG & Consultation + serviCe Quality + veHiCle delivery + value for money + Custom-er satisfaCtion improvement Guide Book + Hyundai motor Company + Book-inG & impression of dealer + impression of staff + GreetinG & Consultation + serviCe Quality + veHiCle delivery + value for money + Customer satisfaCtion improvement Guide Book + Hyundai motor Company + BookinG & impression of dealer + impression of staff + GreetinG & Consultation + serviCe Quality + ve-HiCle delivery + value for money + Customer satisfaCtion improvement Guide Book + Hyundai motor Company + BookinG & impression of dealer + impres-sion of staff + GreetinG & Consultation + serviCe Quality + veHiCle delivery + value for money + Customer satisfaCtion improvement Guide Book + Hyun-dai motor Company + BookinG & impression of dealer + impression of staff + GreetinG & Consultation + serviCe Quality + veHiCle delivery + value for money + Customer satisfaCtion improvement Guide Book + Hyundai motor Company + BookinG & impression of dealer + impression of staff + GreetinG & Consulta-tion + serviCe Quality + veHiCle delivery + value for money + Customer satis-faCtion improvement Guide Book + Hyundai motor Company + BookinG & im-pression of dealer + impression of staff + GreetinG & Consultation + serviCe Quality + veHiCle delivery + value for money + Customer satisfaCtion improve-ment Guide Book + Hyundai motor Company + BookinG & impression of dealer + impression of staff + GreetinG & Consultation + serviCe Quality + veHiCle delivery + value for money + Customer satisfaCtion improvement Guide Book
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
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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
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
DPSM, dealer visit[attach #3]
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)
• 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 % % % % %
Distributor
Distributor
6%6%
7%
12
3
Check Point Guidelines Management
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 % % % % %
• Have customers review & sign the R/O after service advisor's explanation [attach #10]
- Execute multi point inspection (Dialogue Reception) [attach #7] - Explain the necessity of the service/ repair showing old
parts to the customer
Distributor
DPSM, dealer visit[attach #3]
Do you get a prior approval of any additional work?
• Fully explain the necessity of additional work & get approval from customers
DPSM, dealer visit[attach #3]
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
DPSM, dealer visit[attach #3]
DPSM, dealer visit[attach #3]
DPSM, dealer visit[attach #3]
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 Satisfaction
Improvement Guide Book
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.
• 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
#1 #15#14#13#12#11#10#9#8#7#6#5#4#3#2
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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#1 #15#14#13#12#11#10#9#8#7#6#5#4#3#2
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)
#1 #15#14#13#12#11#10#9#8#7#6#5#4#3#2
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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#1 #15#14#13#12#11#10#9#8#7#6#5#4#3#2
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