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WSCR Notes
WSCR Notes
WSCR Notes
Customer Reception
(WSCR)
Topic 1
Introduction
Objective of WSCR
Learn how to supervise the whole process of
vehicle servicing and repair jobs carried out in
automotive workshop.
Automotive Company:
Company making profit
through service or repair a
customer’s vehicle.
Concepts and Principles
The concepts and Principles of an
automotive company:
1. To provide the labour of a trained
automotive technician.
Operations Manager
Automotive Engineers
Lead Technicians
Customer Services
Assistants
Auto Technicians
Fear Respect
VS
Types of Leadership
1. Fear :
Team mates follow out of fear.
Here the commitment of the followers
is superficial.
2. Utility :
Team mates follow because of the benefits or
Incentives (monetary / non monetary) that
They gain if they do so.
Types of Leadership
3. Personality Influence :
It is the power of personality influence that some
people have, they are followed because many
others did so.
Lead as a Supervisor
Leading a Team at workshop:
• Concept of Leadership.
• Roles and responsibilities of a leading as a
supervisor.
• Perform supervision of automotive servicing
works.
• Concepts of teams work by working in teams.
• Team building activities.
Characteristics of leaders
4- Lead by Example:
-Stick to your words.
-Plan small wins
-Build commitment.
Setting the Standard
Workshop
Reception Counter Service Advisor
(Controller/Foreman)
Service
QC Automotive
Advisor/Reception
Inspectors/Foreman Technician
Counter
Customer
Reception Counter
• Usually customers walk in to service counter
with prior appointments are made.
– Available Service Advisor will be informed to
attend to the customer.
• Sometimes, customer may walk into the
service center without appointment made.
– Available Service Advisor will be informed to
attend to the customer.
Service Advisor
Someone who:
• Attend to customers’ needs.
• Involves physical checks of vehicle.
• Inspect the car & create a job card:
– Sent vehicle to workshop for service/repairs.
• During course of servicing and repairs, any
additional work needed:
– Inform customer of progress and seek approval
for additional work to be done.
Service Advisor (cont’d)
Appointment cases Walk-in cases
1. Create a job card for the 1. Attend to the
servicing and customer’s needs
maintenance needed which will involve a
2. Check on customer physical check on the
whether any other vehicle.
repairs required 2. Check with the
3. Give the customer, an customers on the
estimated job issues on the vehicle
completion time based 3. Create a job card
on jobs stated.
Inspection Form for acceptance
Usually used by Service Advisor:
1. To record customer’s particulars,
vehicle registration and identification
number.
(CHAPTER 276)
Objective
• Knowing the agency governing traffic rules.
• Principles of the Road Traffic Act Chapter 276:
– Retrieving from official website.
– Relevant materials.
– Why is important.
Who is LTA?
The Land Transport network of Singapore is developed by Land
Transport Authority of Singapore (LTA)
https://www.lta.gov.sg/content/ltagov/en/who_we_are.html#:~:text=The%20Land%20Transport%20Authority%20(LTA,land%20transport%20
infrastructure%20and%20systems.&text=We%20harness%20technology%20to%20strengthen,options%20for%20future%20land%20transport
Road Traffic Act (Chapter 276)
The Road Traffic Act (Chapter 276) states the act for regulation of road
traffic and the use of vehicles and the user of roads and for other
purposes connected therewith.
Governing by LTA, the traffic rules are stated clearly in Road Traffic Act.
Failure to abide the traffic rules is consider committing of traffic offence.
https://sso.agc.gov.sg/Act/RTA1961
https://sso.agc.gov.sg/Act/RTA1961?ViewType=Pdf&_=20201031184820
Our Responsibility
In Automotive maintenance agency, the workshop provide services to
upkeep the serviceability of customer’s vehicle. This helps to avoid
violation of traffic rules and prevent the occurrence of traffic accidents
due to vehicle system failure.
https://www.onemotoring.com.sg/content/onemotoring/home/owning/ongoing-car-costs/inspection.html
Road Traffic Act 276 s90
The frequency for PVI depends on the vehicle classification. The
inspection due date usually take reference with the registration date of
vehicle or last inspection passed date.
Upon passing the PVI, the vehicle is permitted to operated on road until
next PVI date is due.
The Authority may make rules for the examination of any motor
vehicle and for the issue, where the vehicle is found on such
examination to comply with the prescribed requirements
relating to its construction and condition, to the identification
marks and signs carried by or fixed on it and the seals of such
marks and signs, and to the markings on it, of a certificate
(referred to in this Act as a test certificate) that at the date of
the examination those requirements were complied with.
Road Traffic Act 276 s91
Vehicle without test certificate cannot be used:
This section shall apply to such motor vehicles with effect from
such dates as may be prescribed.
https://sso.agc.gov.sg/Act/RTA1961#pr91
Road Traffic Act 276 s92
Power to inspect premises:
1. Any police officer may, for the purpose of examining any
vehicle in respect of which he has reason to believe that an
offence under this Act has been committed, enter at any
time any place in which he suspects that such vehicle is kept.
2. Any police officer in conducting an investigation into any
seizable offence in connection with which a vehicle is
suspected to be concerned may enter any place to search for
and examine such vehicle.
3. If any person obstructs any police officer in the exercise of
his powers and duty under this section, that person shall be
guilty of an offence.
https://sso.agc.gov.sg/Act/RTA1961#pr92-
Road Traffic Act 276 s93
Power to examine vehicles:
1. Any police officer in uniform may, for the purpose of ensuring that any
vehicle or trailer that is being used on a road complies with this Act, at
any time —
a) examine the vehicle or trailer or the license relating thereto;
Or
b) order the owner or driver of the vehicle or trailer to deliver the same
for an inspection by such person and at such time and place as the
police officer may specify.
2. Any person who obstructs a police officer or an outsourced enforcement
officer (as the case may be) in the exercise of his powers under
subsection (1)(a) or fails to comply with any order given by the police
officer or outsourced enforcement officer (as the case may be) under
subsection (1)(b) shall be guilty of an offence.
https://sso.agc.gov.sg/Act/RTA1961#pr93
Road Traffic Act 276 s96
Taking of motor vehicle without owner’s consent:
Every person who takes and drives away any motor vehicle
without having either the consent of the owner thereof or other
lawful authority shall be guilty of an offence and shall be liable
on conviction to a fine not exceeding $1,000 or to imprisonment
for a term not exceeding 3 months.
https://sso.agc.gov.sg/Act/RTA1961#pr96
One.Motoring Website
One.Motoring is a customer-centric one-stop portal launched in 2000 by
LTA to disseminate news and information from so as to serve all
motorists and vehicle owners in Singapore.
https://www.onemotoring.com.sg/content/onemotoring/home/owning/ongoing-car-costs/inspection.html
Different vehicle classification of PVI
https://www.onemotoring.com.sg/content/onemotoring/home/owning/ongoing-car-costs/inspection.html
Private Hire Car
Unhappy customer
Problem not solved.
Cannot receive vehicle.
Conflict with staff.
Customer Service Statistics
Unhappy customers due to poor service:
Only 4% of dissatisfied customer will
complain
96% will go away quietly:
• and 91% of them will never use our
service again.
Customers stop patronize workshop
Other reasons:
• 1 % passed away.
• 3 % no more driving.
• 9 % competitive reasons.
• 68 % because of an attitude of
indifference from customer facing
employees, managers, receptionist
and even dealer principals.
Customer “Unhappy”
• Unhappy Customer
– Vehicle problem not solved.
– Did not get what was told by company.
– Had conflict with staff.
• Sour relationship built up.
• Most likely stop patronizing the workshop.
Customer “Happy”
• Satisfied with service provided.
• Trust and confidence built.
• Long lasting Relationship built.
• Will patronize the workshop again.
• Will introduce friends and relatives
Useful Attributes
• Honest
• Helpful
• Friendly
• Courteous
• Clean uniforms
• Neat appearance
• Orderly arrangement of things
• Knowledgeable in automotive aspects
Useful Attributes for who?
1. Service Advisor.
2. Counter Receptionist.
At Reception
Receiving customer:
• Proper addressing of customer’s name.
• Welcome every customer.
• Priority for appointment
• Prompt attention to customer.
• Give next queue number for walk in
customers.
• Be sensitive to customer’s feeling.
• Do not make unnecessary remarks.
At Reception
Hearing customer for their purpose here
and give correct explanation to customers
on the services provided:
• Address Customer needs
• Equipment and services
• Automotive advise
• Differences in servicing packages
• No unnecessary Promises
• Time and Cost
Customer’s Vehicle
Vehicle Interior and Exterior condition must be noted
and recorded together with customer in “Walk Around
Acceptance” form.
• Check for any body dent or cracks.
• Paint work.
• Accessories like Seat Cover, mirror and Floor mat.
• Vehicle Lighting system include dashboard.
• Inform customer on any Personal belongings found.
Customer’s Vehicle
Before accepting vehicle:
1. Before accepting and returning vehicle to customer,
inspecting and writing in “Walk Around Acceptance
Form” with customer’s consent is important.
5. PROCESSES
Promptness of the job completed
Delivery of vehicle as promised
Cleanliness of vehicle after service
Job done correctly the first time
After Service Survey
6. PRICES
Parts
Labour
Accessories
7. Overall
Are you satisfied with our service ?
Yes / No
After Service Survey
8. Upon next vehicle servicing due,
would you come back to our service
centre again ? Yes / No
1. Service Reception
b. Attentive / Careful
b. Better
c. Acceptable
d. Not Acceptable
Customer Feedback