POCKET

BOOKLET
Process Manual
 Customer Connect Program
Welcome Letter 1.1

Customer Methodology Measurements

Expectation
 Valued my Business  Obtain customers database for  Percentage customers
 Congratulated for vehicles sold on daily basis. inducted through
Purchase Welcome Letter process
 Contacted after Sales  Update customer and vehicle
 Introduce to Service details in the Central Data base /
 Service Center DMS / ERP
information
 Generate Welcome letter from
Objectives Central Data base / DMS / ERP or Target
Soft Copy (Format 1.1a).
High Emotional Care and Connect

 Brand assurance  100% letters / e-mail /

 Awareness to customer WhatsApp text /
 Send the Welcome letter through
on service center and personal handover in
e-mail / WhatsApp text / courier
systems 5 days
and if not possible, handover
 Confidence-building
during vehicle delivery

Responsibility  Monitor the performance on Resources

 Customer Care monthly basis, based on the  Customer database
Executive trends prepare action plan for  CRM Executives
improving percentage letters sent.  Adequate PCs’
availability

Accountability Auditable
formats
 CRM / Service Manager  Central Data base /
DMS / ERP Records
 Emails & Couriers send
to customer.
 Welcome Letter format
(Format 1.1a)

Date :
To,

Customer name : _________________________________________________

Address : ________________________________________________________

Dear Mr. xx or Ms. xx,

“Thank you for patronizing Mahindra’s product and we welcome you to our family. We intend
to make Mahindra services best in the industry and pursue this goal seriously. We have always
aimed at delighting you and giving you nothing but the best.

We have a fully dedicated team, which have undergone rigorous training program. They have
been trained appropriately & would be eager to offer you a pleasant ownership experience

Our workshop is equipped with relevant facilities, which will help upkeep your vehicle to the
optimum performance levels

Let me introduce you to my team who are eagerly waiting to serve you.

Service Manager-Mr.ABC, mobile no

Customer Care Manger-Mrs.XYZ, mobile no
Please feel free to call them for any service requirement of your vehicle. We also have Service
Appointment booking system at our workshop.
To book a service, please call Ms. PQRS on (mobile no preferably).

Thank you once again for bringing home a Mahindra product, and for choosing us to service
your vehicle.

“Wishing you a very Happy motoring!!”

Warm personal regards,

Chairman /CEO
XYZ distributor
 Customer Connect Program
Service Reminder 1.2

Customer Methodology Measurements

Expectation
 Remind me on Routine  Generate list of customers to be  Percentage customers
vehicle services. reminded for service from Dealer reminded for service.
management system / Central  Percentage customers
data base / ERP on daily basis. who availed service
against reminded
 Service reminder dates can be service.
arrived based on previous service
date +(recommended service
Objectives interval days - 10 days). Target
Example: (considering the recom
 Improve service  95% service reminders
mended service interval as 90
business sent.
days and if the last service is done
High Emotional Care and Connect

on 30th May) then the formula for

The above Example is as
Below: Service reminder = 30th
May + (90 days- 10 days) = 10th Aug
Responsibility Resources
 Customer Care  * Based on the Service Intervals  Customer database
Executive you may modify the calculation  CRM Executives
for Service reminder.  Adequate PCs’
availability
 ** Before sending Service

Accountability reminder, ensure previous service Auditable

records are checked and make formats
 CRM / Service Manager appropriate changes if required.  Number of service
reminders sent.
 Monitor the performance on  Number of customers
monthly basis, based on the Trend availed service through
prepare action plan for improving reminders.
percentage customers Reminded  Percentage increase in
for service. workshop repair
orders.
 Customer Connect Program
Service Appointment 1.3

Customer Methodology Measurements

Expectation
 Appointment given as  Appointments shall be booked as per time  Percentage customers
slots decided in advance based on number
per need. of Service advisors available reminded for service.
 Weekly off and planned leave dates of Service  Percentage customers
Advisors shall be known to Customer care
executive.
who availed service
 It is important that Service Advisors must against reminded
spend adequate time with all customers to service.
understand their service requirements and
problems in the vehicle correctly. To ensure
this, there should be a gap of at least 15
minutes between two appoint ments for each
Objectives Service Advisor. This pro cess of giving Target
appointments at different times for different
 Customer Convenience customers is called staggering of appointments.  50% customers
Customer Connect & Enhance Vehicle Reliability

 Service appointment process shall be

 Better planning for coming with appointment
supported by availability of Spare parts. So
improved Productivity details of next day appoint ment shall be  80% Turn up Ratio
& Efficiency shared with Spare parts Manager so that
parts required for each appointed vehicle
 Better utilization of for the next day shall be arranged.
resources
 Appointment confirmation shall be
obtained from the customer, one day prior
Responsibility to appointment date and accordingly Service Resources
Advisor, front office, security guard and
 Customer Care Spares Department shall be informed.  Customer database
 Copy of today’s appointments shall be  CRM Executives
Executive displayed on the board at prominent
location at front office on daily basis.  Adequate PC’s and
 Customers who do not turn up on the Telephone lines
appointment date and time shall be followed availability
up after three hours of appointment time.
Accountability If the customer is not reachable within Auditable
three attempts, a SMS shall be sent with formats
a polite message. Please inform the next
 CRM / Service Manager convenient date and time of appointment  DMS / Central data
for your vehicle to reschedule the base / ERP or Soft
appointment.
 Daily appointment taken shall be maintained
Copy of Appointment
in DMS / Central data base / ERP or Soft Register as per
Copy of Appointment Register as per
(Format 1.3a). (Format 1.3a).
 Monitor the performance on monthly
basis, based on the trend prepare action
plan for improving percentage customers
coming with appointment and for Turn-up
ratio.
 Appointment Register
Format 1.3a

Appointment S. Registration Type of Name of Service Actual “Remarks (Mention Fresh

Customer Name Contact No. Model Appointment Date in Case
Time No. Number Service/Repair Advisor Allocated In-time of Rescheduling)”
 Customer Connect Program
Customer Campaigns & Clinics 1.4

Customer Methodology Measurements

Expectation
 Proud owner and  Customer campaign shall be held by  No. of customers called
the distributor / dealerships at there
confidence in the brand own location or at convenient location for the campaign
owned. every month / quarter to build  No of customers
confidence in customers and build
 Sharing product brand value and to generate workshop turned up for campaign
knowledge & and new vehicle sales business.

maintenance tips.  The targeted customers should be

called through a phone call or through
letter well in advance and be informed
of Discounts on Labor & Parts during
campaign.
Objectives Target
 During campaign, following checks can
 To generate workshop be done on the vehicle.  Minimum one campaign
Customer Connect & Enhance Vehicle Reliability

& sales business Build 1. Precautionary checks for safety before per quarter
confidence in customers monsoon like Brakes, wiper blades, tyre
condition, defogger, wiper fluid, Bulbs,  Minimum one campaign
fog lamps etc...” per quarter
2. Checks before summer like- Air
conditioner, blower, Sunfilm etc..
3. General checks like Engine and Gear oil
for quantity and quality, under chassis
Responsibility nuts & bolts etc.. Resources
4. Check up to promote Body repair job
like inspecting car for body dimensions
 Customer Care Resource and
in car aligner, paint quality checks etc..
Executive/ Service Infrastructure to conduct
 Parellely we should conduct Customer
manager Clinic to take feedback from the customer campaigns.
on the areas for improvements in the
services. During the meeting
explanation / presentation along with
Accountability demonstration on the vehicle shall be Auditable
carried out as below. formats
a. Vehicle features and maintenance tips.
 CRM / Service Manager b. Factors affecting fuel economy.  Results of customer
c. Checking engine oil level, brake fluid campaigns
reservoir, battery distilled water, coolant
expansion cap and screen water fluid
reservoir.
d. Steps for optimum AC efficiency.
e. Tyre maintenance and recommended
tyre pressures.
f. Precautions to be taken during
monsoon. Workshop emergency
contact numbers along with persons
names” precautions to be taken during
monsoon.
g. Workshop emergency contact numbers
along with persons names.
 Service Initiation
Drive In & Service Reception 2.1

Customer Methodology Measurements

Expectation
 Someone should  On Arrival at the Workshop,  % T2B on Overall
acknowledge him / her any one of the following role Service Experience”
in the workshop within holders should be there to greet during PSF Process
reasonable time and customers within minutes of
put him/her to ease arrival (Service Advisor / Hostess
/ Security)

 Clearly Identified Parking Area for

Objectives Smooth Drive IN and Parking of Target
Vehicle by customers
 To ensure that the  95% T2B
Convenience to Customer and High Courtesy

customer is attended
 Priority to be given to customers
to within a reasonable
who are coming with appointment
time after his/her
at agreed time slot.
arrival at the workshop

Responsibility Resources
 Security / Service  Alert security personnel
Advisor / CRM to guide customer.
 Free bays for parking

Accountability Auditable
formats
 CRM / Service Manager  Number of parking
bays available.

Cost And Time Estimate 2.3
Customer
Expectation
 Reasonable Time and
charges for Servicing.
Objectives
 To satisfy the customer
with the fairness of charges
levied for service/ repair of
the vehicles.
Customer Connect and Building Trust
 To ensure that the customer  Wherever possible Joint Road Test /
customer is informed of a
reasonable time period for
vehicle service/repair, while
opening repair order.
Responsibility
 Service Advisor
Accountability
 Service Manager
Service Initiation
Methodology Measurements
Cost Estimate:  Estimate vs Actual
 Service Advisor is to ascertain the type of
service to be carried out on the customer bill ±5%
vehicle.  Estimated time vs Actual
 Service Advisor shall also ask the customer
for any other specific problem or additional delivery ± 30 mins
jobs to be carried out in the vehicle and
make a record of them on the repair order.
This shall be done with a view to give a
realistic cost estimate to the customer.
 Menu pricing should be made available
for frequently done services / repairs.
 For any additional jobs during repair, Target
specific approval shall be taken from the
customer and recorded on the repair  On time delivery
order. The difference between the cost
estimate given by the Service Advisor and 90% plus
the actual billing of the customer shall not  Realistic cost estimate
exceed 5% of the cost estimate.
90% plus
Inspection to be carried out by the Service
Advisor in order to validate additional jobs
and get approval for its cost and time.
Time estimate: Resources
 During the interaction of the Service
Advisor with the customer while opening  Menu pricing list
the repair order, the Service Advisor shall
inform the estimated time required for  Time scheduling board
service/repairs, based on the demanded
jobs (can also refer to Repair Time
schedule).
 Time scheduling board with correct
information on Technician / Bay
availability must be available. Auditable
 After ascertaining the type of service and formats
the nature of jobs to be performed, a Repair orders
proper time estimate should be worked
out, considering the workshop conditions, Pre-Invoice
Technicians availability, constraints etc.,  PSF and CSI Feedback
 The time estimate provided to the
customer shall include the total time
required for the completion of service/
repairs based on demanded jobs and
washing (If applicable). This estimate
shall also take into account of the time
taken for basic workshop procedures
like road test, closing of repair order and
invoice preparation, payment of bills, etc.
 In event of any deviation from promised
time, Service Advisor to proactively
contact the customer and inform about
the same
 Service Initiation
Repair Order Preparation 2.4

Customer Methodology Measurements

Expectation
 Service advisor should  Once the vehicle is received, Service  % T2B on “Quality
attend him / her within Advisor shall put on the Protective of Repair” question
Covers & move forward to filling of
reasonable time and repair order. during PSF process
ensure all his service  The Service Advisor should note
requirements are down the customer verbatim of
captured service requirements & customer
complaints in the Repair Order
form of Customer Interaction
Docket (Refer Format 2.4.a). He
Objectives should also inform the customer, Target
about the jobs to be carried out on
 To ensure accurate the vehicle, basis his inspection of  95% T2B on Quality
the vehicle and basis of scheduled
Convenience to Customer and High Courtesy

voice of customer is of Repair

Maintenance Service Jobs. He
captured and hence
should get the signature of the
impact on overall customer on the repair order.
repair quality &
 All the customers should be provided
customer satisfaction with a copy of completely filled repair
order. This will help the customer to
Responsibility know about the repairs to be carried Resources
out, cost estimate, promised delivery
 Service Advisor time, Service Advisor’s mobile  Customer interaction
number etc. docket
 While the service is being carried out,  Customer interaction
if any additional jobs are identified area.
in the vehicle, the approval should
be taken from the customer over the
Accountability phone and the same is to be updated Auditable
in the job card. formats
 Service Manager  The process of explanation of work  PSF & CSI Feedback.
prior to service, helps in avoiding
customer conflicts and improves  Filled Repair Orders.
customer satisfaction.
 Proper explanation of the work to
be done should be explained to the
customer along with actual cost.
This enables the customer to make
plans accordingly the bills within his/
her budget and avoids unnecessary
conflicts while paying.
 Service Quality
Washing 3.4

Customer Methodology Measurements

Expectation
 Neat & Clean vehicle  Washing Process shall have provision  % T2B on “Cleanliness
for underbody cleaning, engine room
received after service. of vehicle at the time
cleaning, vehicle interior cleaning,
vehicle exterior cleaning, glasses, front of delivery” question
and rear bumpers. during PSF process
 The responsibility of the Service
Advisor is to ensure that all the
vehicles reporting to the washing area
for washing/cleaning are cleaned thor-
oughly and the vehicle is absolutely
clean at the time of its exit from the
Objectives washing area. Target
 All the necessary equipment and
 To ensure that the accessories for ensuring a clean  95% T2B on
customer’s vehicle is vehicle like, washing pumps, delivery
hoses, Cleanliness of vehicle
returned in an absolutely
clean condition with detergents, car shampoo, wax polish
respect to the interior/ for the body exteriors, bumper and
exterior/underbody and dash panel polish, wiping cloth, nylon
brushes etc. shall be made available
Perfection and Caring

engine room side, after

in the washing area. The responsibility
service / repairs carried
of monitoring these inputs inventory Resources
out by the workshop.
shall be with the Service Manager
 Always ensure that the vehicle is  Washing station,
Responsibility returned to the customer in an abso-
lutely clean condition. The following Washing staff Washing
 Service Advisor settings should not be changed: Guns & Washing
a. Vehicle seat position
materials
b. Seat recliner
c. Trip Meter
Accountability d. Position of inside rear view mirror Auditable
e. Outside Rear View Mirror setting formats
 Service Manager f. Stereo/radio channel  Clean Car Check Sheet
 All the Technicians /Service Advisor/
Technical. Advisor/Floor Supervisor in Customer Interaction
should be aware of the above subject.. docket
Marker/sticker may be used on the  PSF and CSI feedback
seat rail to reset the seat position. If
the setting is changed and it is not
brought to the original position, the
same should be communicated to the
customer.
 Joint Inspection of Final Ready For
Delivery (RFD) Vehicle Using Clean
Car Check Sheet in order to avoid
any customer complaints on Vehicle
Cleaning during PSF Call
 Vehicle Delivery
Repeat Repair Analysis

Customer Methodology Measurements

Expectation
 First Time Right,  Any vehicle reporting to a  Repeat Repair %
Everything Right workshop twice within 1 month or
5000 KM is considered a Revisit
 The CoTek / Technical Expert shall
analyze the repair orders of both
the visits, investigate the concerns
and shall bin it as Repeat Repair
if the vehicle has reported for the
Objectives same complaint or shall close it Target
 To ensure 100% jobs as just Revisit if the concerns are  Repeat Repair % - 2%
High Emotional Connect and Professionalism

requested & concerns dissimilar of Repair Orders in a

reported by customers  Further to binning a Revisit as month
are executed & Repeat Repair, the reasons for
resolved First Time
the same will have to be binned
Right.
against each so as to be analysed
Responsibility for making action plans to curb the Resources
repeat repairs.
 CoTek / Technical  Job Card data monthly
Attributes contributing to Repeat
Expert report
Repair could be
1. Parts Not Available
2. Incorrect repair process
3. Incorrect diagnosis Auditable
Accountability 4. Customer complaint not formats
 Service Manager understood  Repeat Repair Analysis
5. No known solution available file
6. Vehicle delivered without
completion of demanded repairs
7. Improper / No usage of tools / MST
 Vehicle Delivery
Vehicle Pick-up After Service 4.3

Customer Methodology Measurements

Expectation
 Delivery when promised  Offer road test to customer, if  % T2B on “”Explanation
without delay with all required. of Bill during delivery”
jobs completed First during PSF Process
Time right.  Service Advisor shall explain the
customer about the jobs done and
the charges

 Service Advisor shall then prepare

Objectives the invoice Target
 Quick delivery of  95% T2B on
vehicle with complete  Post payment of bill, service advisor
High Emotional Connect and Professionalism

“Explanation of Bill
information & shall handover the replaced parts to
explanation of bill & during delivery”
the customer if required / asked for.
jobs carried out to
customer.
 Remove all the protective covers.
Responsibility Resources
 Remind customer on next service &
 Service Advisor, Front  Vehicle delivery area
see him / her off courteously.
office executive, CCE Carry bags to return
the replaced parts

Accountability Auditable
formats
 Service Manager  PSF and CSI Feedback
 Customer Feedback Management
Post Service Follow Up 5.1

Customer Methodology Measurements

Expectation
 Caring for my vehicles  Post Service Feedback call to be  % PSF calling done
performance as well as done as per PSF Script  % customers satisfied
my satisfaction after
service.  PSF with customer by Customer
care executive should be done
between 07th and 10th day from
the date of Service

Objectives  Any Customer verbatim to support Target

the rating has to be noted down  90% customers to be
 Ensure Customer
as such so as to understand called
Satisfaction
areas of Strength and Areas of
Empathetic High Emotional Connect

 Drive continuous  80% customers

Improvement. Satisfied
improvements

 If the customer is found dissatisfied,

Responsibility Concern needs to be lodged in Resources

GDMS Customer Complaint Module
 Customer Care  Adequate PC’s and
and followed up for closure
Telephone lines
Executive
availability.
 Rating Scale- 0-8 Dissatisfied,
9 Happy and 10- Delighted
Customers Auditable
Accountability
formats
 CRM & Service  PSF call records and
process.
Manager
 Annexure for Talking Points During Service Psf - Ser

Talking Points during Service PSF - Service and Repair

Good morning/afternoon/evening! This is <CCE name>, calling from XXX distributor / deal-
er. Am I speaking to Mr. <Customer Name>?

We would like to take your feedback regarding the service provided to you at <Mention
Dealer/Distributor Name>, is this the right time to speak with you?
(If customer says No)
That’s OK Sir/Madam/Mr Name. May you please let me know when I can call you back?
(If customer says yes)
Thank you for your time, Mr.___________________. For the questions asked, request you to
please rate on a scale of 0 to 10. 0 to 8 would mean you are dissatisfied, 9 would mean you
are Happy and 10 would mean you are delighted.
PSF QUESTIONNAIRE

S. No. Question

1 How satisfied are you with Overall Service Experience?

2 How satisfied are you with the workshop facilities and the amenities?

How satisfied are you with our service advisor pertaining to the Service
3
Time & Cost Estimate adherence and explanation of bill during delivery?

4 How satisfied are you with cleanliness of the vehicle at the time of delivery?

5 How satisfied are you with the Quality of repair?

6 How likely are you to recommend us to your friends and relatives?

Thank you Mr._____________________ for your valuable time and feedback. This will help us
to give you a better service in future. You were talking with <CCE name>. Have a nice day.

If customer rates 8 & below, CCE should get more details from customer for individual
questions mentioned as below.
CCE: Would you like to share something more? Could we know the reason of your
dissatisfaction?

NOTE DOWN THE CUSTOMER VERBATIM AS SUCH.

 Customer Feedback Management
Capturing Customer Complaint 5.2

Customer Methodology Measurements

Expectation
 Clearly understand the  Any concern received at the dis-  % customer concerns
problem tributor, dealership must be routed captured in customer
 Recording of concern to the dedicated Customer Care complaint module
to be addressed Executive (CCE) & the same has to
appropriately be lodged in Customer Complaint
Module in GDMS
 Sources of concern could be the
following
Objectives > PSF calling Target
> E-mails
 Ensure Satisfaction of  100% customer
> Social network sites
dissatisfied customers. concerns to be
> Letters & Faxes
Empathetic High Emotional Connect

Loop closure of all captured in the

> Telephone calls
concerns raised customer complaint
> Referred by M&M office, India >
module.
Referred by Showroom / Sales
Responsibility Department Resources
 Customer Care  Toll free helpline / Road
Executive Side Assistance helpline to
be made available
 Customer Care Executives
trained on GDMS Customer
Complaint Module

Accountability Auditable
formats
 Customer Care  GDMS Customer
Manager Complaint MIS on a
monthly basis
 Customer Feedback Management
Concern Resolution 5.3

Customer Methodology Measurements

Expectation
 Quality of resolution  CRM executive must drive for  % customer complaints
 Quick resolution closure of customer concerns. closed
 No repeat concern  % customers satisfied
 After closure of concern, Service or dissatisfied
Manager shall certify by signature
in the customer concern capture
form.

Objectives  Service Manager shall forward Target

 Resolve customer
concern in minimum
possible time.
Empathetic High Emotional Connect
customer concern capture form
 100% customers
back to Customer Care Executive
concerned closed
(CCE).

 100% Satisfied
 Convert dissatisfied
customers to satisfied
customers.  CCE to make a call within 7 days to
confirm customer’s satisfaction.

Responsibility Resources
 CCE to keep record of closed cases
 Service Advisor/ in a file.  Quick Response Teams
to attend concerns at the
Customer care earliest
executive  If customer is still dissatisfied,
repeat process on same form to
maintain continuity. Auditable
Accountability
formats
 Service Manager &  Update the remarks in GDMS and  GDMS Customer
close the concern appropriately Complaint Module MIS on
CRM
a monthly basis.