Page 4 - Kia Manual

Objective

The service vision of Kia is to be exceptional and service identity is “Promise to Care”. Both the vision and
identity of Kia are the efforts and commitment to provide unmatched service to customers; to provide
unmatched Care to Customers.
Care at Kia means:
C – Being always connected to customer through digital platform
A – Adaptive to customer requirements and providing personalised service

R – Responsive to customer through its dealer network, call centre, roadside assistance and other
strategies
E – Engaging customer with its environmental initiatives for better future

With this background, the Kia Care Service Process has been developed as a guideline for steps, actions and
behaviours that dealerships must follow to ensure that customer's expectations are not only met but
exceeded.
To ensure this Kia has globally developed a 10 Step Service process, which is a guide/method being followed
to ensure that a customer experiences a good service during his visit.

1

APPOINTMENTS 2
10
CUSTOMER
FOLLOW
UPS
GREETINGS
9 O M I S E TO CARE 3
P R DIAGNOSIS
VEHICLE
DELIVERY

8 4

FINAL
REPAIR
ORDERS
INSPECTION

PRICING
5
MONITORING
7 SERVICE
WORK
PERFORMING
6 SERVICE
WORK

In this Resource Guide, you'll find details on each of the 10 steps of the Kia Care Service Process the actions
and the roles and responsibilities for each key personnel, from the first contact point with customer
through to customer handover and follow-up. It is important that each and every employee of the
dealership imbibe this process and follow every step diligently day-in and day-out, until it becomes a
routine. This will ensure a consistently exceptional customer experience for all customers.