Page 11 - Kia Manual

1 Making & Managing

Appointments

01A.1 Dealer Objective

Work planning & scheduling Optimum capacity utilisation Positive first impression
Availability of specialist Manage inflow so as to have Appointment booking is first step
technicians, shop floor work optimum utilisation across of service process and sets the
planning and parts availability & weekdays & weekends tone for the service to come
ordering
Prioritize critical & repeat repair Customer retention
customers Retain customer by reminding on
Allocation of resources to high timely basis for their periodic
priority customers to convert maintenance service
concerns, if any, to delight

01A.2 Customer Expectations

Ease of contact Ease of getting appointment Service Due Reminder call

Dealer contact details are easily Booking appointment on desired Customers are reminded of

accessible on Google, website, date & time is easy through upcoming service due
app and published at the phone call, website or app

dealership premises
Recommendation & estimate Feel welcome and appreciated Least waiting time
Customers get advise on required Customer’s concerns are noted Dealership is ready with all

repairs and cost estimates for and communicated properly required parts, tools, etc. to
the same provide prompt service