Page 6 - Kia Manual

Promise to Care
Promise to Care
Digital Integration + Human Connect

Modern time's service is a combination of Digital integration and Human connect. In today's scenario both and “Customer First” Philosophy
are important, irreplaceable and mandatory to provide delight to customers

“Customer First” philosophy is at the core of all activities at Kia Motors India. The slogan of “Promise to Care”
is derived from this “Customer First” mindset. It is a commitment to being dedicated to not only fulfilling all
customer expectations but going beyond expectations and creating a delightful and memorable service
experience. It is this mindset which shapes the three core behavioral values of Transparency, Respect and
Dedication. All activities and action plans at Kia Motors India in Sales as well as Aftersales are aligned with
either one or more of the three Customer Values.

Digital integration

Customers appreciate the convenience, speed and transparency that digital connectivity provides. For
example, satisfaction has been found to be higher among customers for whom their Service Advisor has "Customer First"
used a tablet at the time of service initiation. Also, nowadays people prefer to receive updates and/or “Customer First” Philosophy (DNA)
information through digital media such as SMS or App notifications rather speaking with someone, owing
to their fast paced life and busy schedule. They can receive the updates without it being a hindrance to
them. "Customer First"
Digital connectivity is also a great resource for providing a superior customer experience by making the Slogan
processes (such as customer approval, service status notifications and latest updates) easily accessible, Promise to Care
fast and simple. In addition dealers can improve operational efficiency by improving information flow
through the effective use of the various systems and digital tools made available to them

1 2 3
DIFFERENTIATED CVIS Digitization & Automation of Transparency Respect Dedication "Customer First"
SERVICE EXPERIENCE Customer Service Process Throughout Sales/ Incl. Building Emotional Individualistic Customer Value
Providing
Rapport
After Sales
Experiences
1 APPOINTMENT 2 WELCOME 3 DETAIL CHECK 4 REPAIR 5 PAYMENT 6 SURVEY
Fixed Price Policy (On/Offline) Building Emotional Rapport Exclusive Sales Consulting
One Price for All Buyers with Customers Reservation, Omni-care, etc.
Using Welcome Package, POS etc
Digitalization of Buying Processes Visiting Customer Service by A/S "Customer First"
Using Mysales, CVIS, Kia Link etc Reducing Paperwork Visiting Repairs, Visiting Test Drive
Using DMS, Mysales etc. Action Plans
Trust based Customer Reception Creating Leads
Keeping Promises, Staff Evaluation Customer-Oriented Hospitality Lead Management, Avoider Study etc.
Valet Parking etc.

• Philosophy - Customer First : It is the overarching ideology at the centre of everything we do

• Slogan – Promise to Care : It is the identity of Kia Service to customers
• Customer Values : These are the behavioural values which we need to imbibe while
Human Connect dealing with customers

• Actions Plans : These have to be practised day in and day out, so as to give a
But as a caution, dealers need to ensure that Digitisation is used as tools to enable better experiences.
Human connect ensures empathy, gratitude, comfort and gives confidence to customers. Human touch, consistently high level of service experience to all customers
interaction etiquettes and courtesy is irreplaceable and still to be followed with same intention of “Atithi
Devo bhava” (Guest is like God).