Page 12 - Kia Manual

01A.3 Functional attributes 01A.5 Process Steps (Flow Chart + Steps)

Incoming (Phone / Online)
• An appointment is the beginning of the Service Process and introduction to Kia Service. It is an
opportunity to make a great first impression with customer and set the tone for the service to come
Incoming Appointment
• Capture voice of customer (concerns, requirements, etc.)
Greet customer with smile in
• Update customer information and gather information about customer's vehicle voice. Start with “Thank you for
• Offer additional services, such as, Express service, alignment & balancing Kia Link Customer Call calling ABC dealer”. Do not let
Website phone ring more than 3 times
• Offer a cost estimate basis nature of work
• Agree on appointment date and time
Call forwarded to
• Respond, without delay, to appointments booked by customer through email, website, App. CRM System CCE Confirms call is for concerned department
appointment
Acknowledge and confirm them on same day or next day (if received after working hours)
• Respond to incoming phone calls without delay
• Offer pick-up & drop or alternative means of transportation to drop the customer DMS
Always be polite in your tone.
Use active listening by para-
phrasing customer’s requests.

Never interrupt customer.
CCE calls customer
to confirm details for
appointment booking

1.3

Outgoing calls (Service reminder / Welcome call)

Incoming Appointment

Welcome Call : Welcome call, done Service Reminder Call : Service
after 15 days (N+15) from date of Reminder Call done 15 days
delivery of new vehicle (Sales) (N-15) prior to service due date
Service appointment through Kia Link mobile app

01A.4 Behavioural attributes Greet customer with smile in
Introduce to customer voice. Identify yourself &
> Workshop locations, facilities

& timings CCE calls customer : Greets speak clearly.
> 1st free inspection reminder customer - > CCE name, Dealer
Behavioural Value Action Plan > Kia Link customer app for name & Department
booking service appointment (i.e Service)
Transparency • Make sure you identify yourself and speak clearly.
• Accurately repeat back to customer what they have said

• Ensure that customer has understood everything Ask for suitable time to call
Mention
again and schedule follow-up call
Respect • Speak politely with a smile in the voice. Purpose of call & request accordingly. Also send SMS with link
• Ask for customer’s permission before proceeding with call. permission to for online appointment
continue
Booking
• Try not to sound rushed and give sufficient time to each customer. Speak politely. Always
Dedication • When hanging up the phone, make sure the other person hangs up first. confirm if it is the right time N+15 days (15 days post service due)
to speak before proceeding.
• Answer the call promptly. Do not let phone ring more than 3 times. 1.3 if appointment not confirmed,
escalate to Service Manager