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CUSTOMER EXPECTATIONS
Customer Expectations: Service
1.
Make it convenient to have my vehicle
serviced at your dealership.
2.
The Service Advisor should
demonstrate a genuine concern for
my service needs.
3.
Fix it right the first time.
4.
Complete servicing my vehicle in a
timely and professional manner.
Expectation 3
''Fix It Right The First Time, on Time.''
Both service advisors and technicians are important players when it comes to Expectation
#3.
Why
Customers tell us ''Fixing It Right The First Time, on Time'' is one of the reasons they
would decide to return to a dealer to buy a vehicle and get their vehicles serviced.
Technician Training
It is our goal to help the technician acquire all of the skills and knowledge necessary to
''Fix It Right The First Time, on Time.'' We refer to this as ''competency.''
Technician's Role
Acquire the skills and knowledge for competency in your specialty via:
STST
– Self Study
– FordStar Broadcasts
– Ford Multimedia Training (FMT)
– Instructor Led
The Benefits
The successful implementation of expectations means:
– Satisfied customers
– Repeat vehicle sales
– Repeat service sales
– Recognition that Ford and Lincoln/Mercury technicians are ''the Best in the
Business''
5.
Provide me with a clear and thorough
explanation of the service performed.
6.
Call me within a reasonable amount
of time after my service visit to ensure
that I'm completely satisfied.
7.
Be responsive to questions or
concerns I bring to your attention.
New Model
– Self Study
– FordStar Broadcasts
– Instructor Led
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