cati presentation
- 1. TREAT THE CUSTOMER AS A PART OF THE FAMILY. SATISFY THE EGO WITHIN,WHICH COULD CREATE A SMILE & THAT'S CUSTOMER SATISFACTION. Call campaign-CATI Gold 2016
- 2. Service Customer 1.To analyse the poor process parametere and impliment nessesary prequation. 2.To train and motivate. 3.Meet up with global competition. 4.Improve service standard. 5.Learn to work professional and how to behave. 1.Customer retention. 2.Get to know abt customer view or his expetation. 3.To impart a belief that each are cared to its best. 4.Be the customers first choice during trouble. Motive and goal of campaign
- 3. Follow-up Overview september 2015-february 2016 Kodimatha. Total data-1053 Contacted-1029 Excellent-643 Satisfied-223 Dissatisfied-163 Adichira. Total data-718 Contacted-712 Excellent-486 Satisfied-116 Dissatisfied-110
- 4. Complaint analysis kodimata. Month/complain t Washing quality Cust.dema nd & adv.explan ation Parts delay Mechanic al damage or complaint after service Sales offers and assesories complaint Painting September 3 6 5 8 4 6 October 7 8 8 5 5 1 November 2 4 4 6 2 1 December 4 8 3 15 1 3 January 5 6 5 3 3 1 February 4 4 3 6 2 Total 25 36 28 43 17 12
- 5. Complaint analysis Adichira. Month/complaint Washing quality Cust.dema nd & adv.explan ation Parts delay Mechanica l damage or complaint after service Sales offers and assesories complaint Painting September 4 10 2 6 8 2 October 1 13 2 4 5 3 November 2 6 4 3 December 1 3 4 1 2 1 January 0 9 2 2 3 2 February 2 1 2 2 3 Total 10 42 11 19 24 8
- 6. MAJOR ROOT CAUSE OF COMPLAINT 1.Ignoring customer demand and giving priority for other vas and painting work vehicle. 2.Advisor explanation and the mode of interaction to satisfy the customer ego havn't been served right. 3.Behaving within and out of the service permise's can make a huge difference in customer satisfaction. 4.First glimpse of vehicle during delivery (washing & cleaning quality). 5.Not being professional & mechanical imperfection.
- 7. Imp.Field's of Customer satisfaction 1.Front office interaction and ambience on arrival at service centre. 2.Priority during visit (prime customer.with family,kids) 3.Service advisor interaction.(work explanation,value for customer demand) 4.Promised delivery time keeping and follow-up if customer is on wait. 5.Test drive with customer before delivery and further explanation about anything left off, Parts delay and details regarding follow-up call (psf). 6.Washing and cleaning and other value added works should be properly explained to customer and any complaint noted by final inspection should be cleared before delivery. 7.Complaint regarding assesories or parts should be notified @ psf dept. 8.During home delivery driver should be capable of dealing with the customer in a friendly and helpfull manner. 9.Customer follow-up, Floor labour canvassing and fulfilling customer voice is a major way to retain them and provides them a satisfaction that what he felt was true and the same had been resolved. 10.Service booking should be done as per the workshop capacity.
- 8. 1.FOLLOW-UP CALL TO KNOW CUSTOMER VOICE. 2.TAKING NESSESARY DECISION BASED ON TYPE OF COMPLAINT. 3.HOMEVISIT OR VEHICLE PICKUP FOR COMP.RECTIFICATION.(GIFT PROVIDED FOR SELECTED CUSTOMER) 4.FULLFILLING CUSTOMER NEEDS AND AQUIREING SATISFACTION. 5.PROVIDE AN UNBETABLE HOPE THAT POPULAR HYUNDAI IS ALWAYS THERE TO CARE AND IMPROVISE. Method of complaint closing
- 9. CATI RESULTS (2012-2013) rank dealer csi Service info Serv.adv isor Service facility Vehicle pkup Service quality H1-139 S7206 807 829 808 814 725 804 SOUTH 805 828 819 798 791 803 H2-87 S7206 833 847 840 854 830 822 SOUTH 836 841 839 852 835 829 CATI SURVEY 2012 rank dealer csi Service info Serv.ad visor Service facility Vehicle pkup Service quality H1-129 S7206 832 837 856 834 808 832 SOUTH 807 805 834 810 783 808 H2-40 S7206 886 877 899 878 876 890 SOUTH 891 866 905 877 882 902 CATI SURVEY 2013
- 10. STEPS TO OUTSOURCE PROPER INTERACTION WITH CUSTOMER. PROPER FINAL INSPECTION. HIGHLIGHT CUSTOMER DEMAND. PROVIDE TESTDRIVE WITH CUSTOMER BEFORE ALLOTING FOR SERVICE & DELIVERY AKNOWLEDGE THE CUSTOMER TO RESPOND INCASE OFANY COMPLAINT IN PSF FOLLOW-UP. PROVIDE CONTACT DATA FOR ANY ASSISTANCE.(RSA,ERS,PSF,INSURANCE,SERVICE BOOKING) SALES DEPARTMENT SHOULD INTRODUCE THE CUSTOMER TO SERVICE PERSONNEL DURING VEHICLE DELIVERY OR TO PROVIDE WITH CONTACT DATA IMPLIMENT INNOVATION (GDS) & REFRESHMENT FACILITY
- 11. From my personal experience and interaction with other valued customer i have shared my thoughts with them made me presume that each and every customer visiting our service has a hope that we could take good care of his vehicle and have the capability of meeting up with his requirements. The quality that we provide in complaint rectification and customer followup which is outstanding in all means. Maintain the same,trying to improve the presentation style of vehicle delivery(washing and cleaning bcoz that would be the first glance of his satisfaction.second is customer demand and its normal service work.Treat the customer as a king not only during his visit & during canvassing but also in time of delivery. Wave off with a smile.The belife that the service can provide resolution to customer need is our key to survival. LET "Cars by Hyundai,Care by Popular" BE THE BENCHMARK Conclusion
- 12. Thank you all for listening. Lets start with this words in mind. But never really gott a chance to stepup and inspire