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Customer service is obviously an important aspect of any business
good and well service center and customer are satisfied from our work
good customer service and satisfy the customer till he satisfied with the machine service
Customer Satisfaction & Revenue generation
There are two very clearly defined performance standards for a Service Centre :-
A) Customer Satisfactions
B) Revenue Generation
A) Customer satisfaction can be monitored both in-house as well as outsourced. The team of CRE - Customer Relationship Executives, should be in touch with all the customers, specially those who have bought cars recently, on a periodic basis. Any voice of discomfort should be duly captured and immediate action to be taken to the satisfaction of the customer. This will ensure a good CSI (Customer Satisfaction Index) when any 3rd Party agency is engaged in mapping CSI across OEMs.
B) The service centre has to operate as a self sufficient entity. Hence revenue generation becomes of paramount importance. To monitor operational efficiency of the workshop one has to monitor the utilisation of resources. The first indicator is utilisation of Bays in the workshop. Higher the no of vehicles per bay per day, higher is the revenue. Similarly one has to monitor the labour & spare parts turnover per bay per day to ensure that the target revenue is met for the healthy operation of the service centre.
Following up on customer inquiries, suggestions and complaints are important elements of customer service. needs equally important is tracking the types of input received to determine trends and provide input for process improvement efforts. Particularly in organizations where calls/services offered and inquiries may be coming into many different vendors, It's important to know whether certain issues are being experienced in multiple areas and can then be addressed across the organization rather than one at a time. Critical to ensure effective ongoing customer service are common operational procedures and expectations for tracking, analyzing, communicating and making process improvements to impact customer servicecenter/call center performance
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