Client Concerns Documentation
Primary Responsibility
Manager/All Employees
Objective
The purpose of this procedure is to handle Client complaints in a patient, respectful, attentive manner, and to help understand and learn from our failures.
Outcomes
Clients are satisfied with their services.
Clients are impressed with the professionalism displayed by Performance Automotive.
Step by Step Instructions
The following steps are to be taken any time a Client returns their car or complains about the service they received. This procedure is designed both to keep the Client satisfied, and prevent the problem from happening again.
Any problem that requires a Client to return to the store is considered a complaint due to the inconvenience imposed on the Client. Therefore, all problems, regardless of size, will be handled the same.
Please note - If the client/customer is abusive in any way. You are allowed to dismiss them and ask them to leave. They will treat you like a human being or we will not serve them. That being said, we cant dismiss someone for being upset.
ROLE RESPONSIBLESTEPDESCRIPTIONFirst Employee to Greet the CustomerImmediate Action
The person greeting the incoming customer is to make the customer aware that we are very concerned about their dissatisfaction and that they are going to receive immediate attention.
The customer should never be treated as an unwanted problem or given the impression that we think he/she is wrong.
Additional courtesy and empathy are required at this time.
Begin filling out the COMEBACK WORKSHEET by writing down each complaint.
Service Manager or AdvisorListen to the Customer
Allow the customer to tell you about their complaint without interruption.
Listen very carefully and acknowledge with expression and short statements. (Yes, I see, I understand, etc...)
After customer has finished, acknowledge each of the complaints by repeating them back to the customer.
Ask the customer how they would like their problem handled. What do they expect of us?
Repeat the expectations to the customer and write the request in the file.
Service Manager, Advisor, or Designated EmployeeGet Technical Information
Using the appropriate area on the complaint form, ask the customer specific questions as to who, what, where, when, etc... and write the customer's responses on the form.
Review this information with the customer and ask them if it is correct.
Inspect problems and road test the vehicle if necessary.
Include customer in this process as much as possible.
Service Manager or AdvisorInform Customer of Handling ProcessAfter the problem has been classified and all information is gathered, determine HOW and WHEN this problem is going to be investigated and corrected.
If this cannot be done immediately, call the customer as soon as possible to go over what you have decided.
Make the necessary arrangements with the customer to immediately start working on the problem or make an appointment to repair the malfunction.
If the complaint does not require repair, tell the customer when you will be able to respond to his/her request.
Ask for the customer's agreement to this process.
Thank the customer for their cooperation. Let them know that we value their business and that their satisfaction with our performance is very important to us.
Service Manager or AdvisorReview Information and Make a Decision
Using the Customer Comeback Checklist, gather all necessary information and investigate the matter thoroughly.
Before making a final decision, discuss your findings with the persons suspected of being at fault.
Present the picture as you see it and allow them the opportunity to present their opinions as to the accuracy of your interpretation.
Note these opinions on the complaint worksheet.
NOTE: All adjustments requiring refunds or goodwill parts over $300.00 need the Service Managers approval.Service Manager or AdvisorCustomer Follow-Up
Inform the customer of your conclusions and findings.
Tell the customer what you are doing or will be doing to satisfy the complaint.
Ask the customer if this is satisfactory and acceptable to them.
NOTE: All complaints are to be resolved to the customer's satisfaction!Designated EmployeeResolve Complaint
Do the necessary work or make restitution to correct the problem.
Complete the Comeback Worksheet
Once the customer’s concern has been resolved complete the worksheet and mark if Follow Up is necessary for management.
Place the completed worksheet in the Comeback Worksheet file located in the office for review by management.
Service Manager or AdvisorManagement ReviewEach customer complaint is to be reviewed by Management to determine:
Why the incident occurred.
What can be done to prevent a recurrence.
How well the situation was handled.
If the complaint is the result of a failure in the business system, Management will study the problem and take the necessary action to correct it.
The employee(s) who made the error that resulted in the complaint will be contacted by Management to discuss the problem. We will discuss how to prevent this in the future.
If the comeback was result of a poorly manufactured part management will contact the supplier for restitution if possible.
Documentation Needed
It is important to document the situation using the comeback worksheet so that it can be determined whether the source of the problem was parts, labor or communication.
Advice
Many people become repeat customers based solely on how their complaints are handled. When employees handle and resolve complaints correctly they will receive better reviews and more loyal business.
Remember, its not the problem that's the problem, it's how you deal with the problem that's the problem. That's if its handled poorly. We can help sort this out before its a major issue, then your good to go.
