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Enhancing Customer Experience in Automotive Service Department

Improve customer service by addressing long wait times, inefficient appointment system, high labor rates, and lack of personalized service. Implement quality control and enhance communication between service manager and ASM.

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Enhancing Customer Experience in Automotive Service Department

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  1. To create a customer-focused service department. - Techs dictating service dept. policies - Providing loaner cars - Labor rate for profit too high to create customer loyalty - ASM understanding the customer’s needs - ASM’s desire to satisfy customer - Customers wait 30 minutes for ASM in the morning - Appointment system underutilized - Car wash delays - ASM not knowing the customer’s name -Appt process/3 wks wait time - Service manager not giving feedback to ASMs • Quality control process not always • implemented • Blaming for inefficiencies in • department

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