Page 8 - Kia Manual

Kia Service Care

Process Overview

Role Identification

01 APPOINTMENTS 02 Greeting the Customer
Acknowledge customers immediately
Make appointments to suit customer

needs. Ensure all details of customer and give him a friendly welcome on

and their vehicle are verified and arrival.
Customer Customer Care captured on the DMS. Be prepared to
Care Executive Manager attend these customers.

People involved: People involved:

03 Diagnosis 04 Repair Order Making
Listen to customers and discuss repair
Ensure customer latest contact details
Service Parts options. Document everything (including (phone, mail) are recorded. Review
Advisor Manager customer verbatim, vehicle inventory, repair details with the customer and

EVHC findings). Write clear information make sure to obtain a signature prior to

for better understanding of your starting work. Offer drop to customer.
technician.
People involved:
People involved:
Driver Job
Controller
05 Cost Estimation (Pricing) 06 Performing the Service Work
Perform the service in a timely and
Ensure the pricing policy is transparent
and proper estimate of cost and time accurate manner. Look at additional

required is given to customer. work requirements & ensure neat &

clean car.
Pick & People involved: People involved:

Final Inspector Drop Incharge

Monitoring the Service Work Final Inspection
07 Keep customers informed of repair 08 Cross-check the service work against

progress and ensure the car is ready customer request and carry out a

Washing when promised. Inform and take quality control inspection to ensure all
Technician Supervisor approval for any additional repairs and work is completed, including cleanliness

subsequent changes in timing or costs. of the car.

People involved: People involved:
Other Support Staff

09 Vehicle Delivery 10 Feedback (Follow up)
Service When the customer arrives to collect the Contact the customer within five (5)
Manager car, explain the work done and invoice. working days after the repair to ensure
Show replaced parts and answer their everything is satisfactory.
questions fully.
Security Guard Receptionist Office Boy
People involved: People involved: