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  • Five Service Details That Can’t Be Ignored In The Operation Of Auto Repair Shop

    Posted by Laila jensen on May 20, 2021 at 10:15 pm

    The high-quality service of auto repair shops has always been an important issue for customers. As an auto repair shop, better service can attract new customers and retain old customers. On the contrary, poor service will keep customers away from us. Therefore, to improve service quality, we must start with the details. Let’s take a look at the five service details that cannot be ignored in the operation of an auto repair shop.

     

    #01 Car handover inspection should be done carefully

    When the vehicle is handed over, the service consultant should drive the vehicle to the lift platform after checking the engine and work with the customer to check some problem-prone parts on the chassis, such as the engine oil pan, etc. This will deepen the customer’s understanding of the terminal service store. trust. Be comprehensive when consulting customers about malfunctions.

    For example, whether it was a cold car or a hot car when the fault occurred, whether it was high-speed or low-speed, whether it was unloaded or fully loaded, whether it was driving on a road or on the sand, what additional equipment was installed on the car, etc. Where did the fault occur, when did the fault occur, whether it is a frequent problem or occasional occurrence, etc?

    If necessary, you should test the car with the customer. During the test, you should not add fuel, slam “brake”, reverse at high speed, turn at high speed, etc. This will make customers feel very distressed about the vehicle, especially the high-end audio and onboard electrical appliances on the car. Move, it is likely to cause disgust.

    #02 Fill in the repair form to be truthful and detailed

    After the vehicle is checked and diagnosed, the maintenance form should be filled in truthfully and in detail, mainly including the following:

    ① The customer’s name, address, telephone number, date of entry, car model, license plate number, chassis number, engine number, number of accessories, distance traveled, and fuel volume, and other information.

    ② The content of the specific items to be repaired, the required completion date, and the warranty period.

    ③ Some main instructions and signatures of service consultants and customers.

    The maintenance order should be at least in duplicate, one for the customer to keep, and one for the repair shop. The wording on the repair list should be rigorous and professional, and maneuverable while allowing yourself plenty of room for maneuver.

    #03 Estimating maintenance costs and duration should be accurate

    Estimating maintenance costs and duration is a very sensitive issue. A little carelessness may affect the source of customers. After all, no one is willing to pay expensive fees.

    For simple or obvious failures, maintenance costs are easy to calculate. However, for the parts that need further inspection, you should take into account the parts that may have problems, tell the customer how much the cost does not exceed, and write the budget on the maintenance form as the basis for future accounting; also pay attention If other damaged parts are found during the repair process, please consult customers at any time as to whether they can be replaced.

    When estimating the maintenance period, that is, when the vehicle is scheduled to be delivered, it should be thoughtful and leave room. Factors such as parts, maintenance technology, or other urgent tasks that need to be suspended for repairs of certain vehicles must be taken into consideration. Because once the time limit is determined, every effort must be made to complete it, otherwise, it will bring some unnecessary losses to customers and auto maintenance companies.

    #04 Completion inspection should be careful and thorough

    After the vehicle is repaired, the inspection of the maintenance items is an important part of the work of the chief inspector. It must be carefully, carefully, and thoroughly inspected, and a road test should be carried out if necessary. The main completion inspection items are shown in the figure below.

    Completion inspection project

    01 Check whether all maintenance items meet the technical standards and whether the work is in good condition against the maintenance list;

    02 Check whether the connecting parts of the vehicle are firm and intact, especially whether there are hidden dangers related to safety (steering, braking) and other components;

    03 Check whether other accessories of the vehicle are damaged or lost during the maintenance process. If any, please make up in time.

    In short, only after everything is confirmed that there is no problem, can the customer be notified to retrieve the vehicle.

    #05 Patience in the handover of completed vehicles

    Customers are generally more careful in accepting completed vehicles. In this regard, the service consultant must have sufficient patience, and should actively cooperate with the customer to test the car, make some explanations and give precautions at any time, and must not allow the customer to individually check or test the car, so as to avoid small losses. Especially for some customers who are difficult to deal with (such as paranoia, etc.), we must overcome irritability, and patiently cooperate with customers for acceptance, so that they will come with joy and go with satisfaction because this directly affects whether customers will come to consume in the future.

    After the completed vehicle is delivered for use when encountering customer inquiries or requesting repairs to claim losses, the service consultants should be sincere, especially for some careless or unreasonable customers, they should listen with an open mind and carefully record them, and then analyze and judge according to the situation. The cause of the problem. If it is due to maintenance, we should apologize and deal with it in time; if it is due to parts or customer operation, we should explain clearly and give the customer a satisfactory answer.

    Balance Group was founded in 2005 by an experienced team who have served in Automotive Service Equipment Market (car lift, tire changers, wheel balancers, alignment machines, wheel aligners)for more than 20 years.http://www.uniteautomotive.com

    Laila jensen replied 2 years, 10 months ago 1 Member · 0 Replies
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