Chelsfield Motor Works: Customer Care Standards



Chelsfield Motor Works: Customer Care Standards [pic]

Chelsfield Motor Works is a family run business and has been servicing and repairing cars for 41 years. We haven’t forgotten the values of good service that helped us succeed and we take pride in the quality of service and the standards of customer care that we insist on. This high level of customer care helps us retain our customers, often building lifetime relationships, as well as attracting new customers, both locally and from further afield. It is always a pleasure to deal with past customers and even more so to serve the next generation, the children who used to wait while mum or dad’s cars were being tested or repaired are now our customers themselves!

Below are the customer service standards developed by our staff. We have developed these standards to ensure that we get the things that matter right, consistently. We hope our customers will notice when we get things right and tell other people about the quality of work and service offered and if on that odd accession we get it wrong, we hope our customers will tell us, so that we can try to put things right again, quickly and efficiently.

Our Customer Service Standards

Building a customer service culture

We always act in our customers best interests. Both our customers and their cars are important to us, so we take the time to ensure your car is fit for purpose and safe to drive.

We recognise that customer care is everybody’s business from leadership and management through to front line staff. We each have a role to play in making our customers feel valued and respected.

We are conscientious, courteous and polite and treat customers and their cars with respect at all times.

Our staff are well presented at all times wearing company colours or their uniform.

We communicate with our customers using a range of technologies and strategies to help us understand our customers needs and expectations and record how they use and buy our services, so that we can better meet their needs and expectations in the future.

We provide customer service training to our staff, to develop confidence and competencies for effective customer care.

Dealing with enquiries

We will deal with your enquiries quickly and efficiently, finding out which of our services you need and if our reception desk cannot help, they will put you in contact with someone who can. We will take down your name, make and model of car look up your service history and make brief notes on your current concern before forwarding your call to our technical department.

We aim to respond to website requests and questions within 2 days.

We aim to answer all calls within 2-5 rings, but if our reception staff are dealing with a customer, you may be able to speak to our technical department directly or leave a message on the service desk and someone will get back to you within the next two hours, although usually our response time is much quicker than that.

If we have to put you on hold while we locate the best person to deal with your enquiry, we will always check if it is convenient to put you on hold and keep you informed if there is any delay, offering you a call back later on if that would be a better option for you.

For our new customers we will outline the services we offer and the booking in process so you know what to expect. We will give directions, explain where you can park and tell you what you may need to bring such as your service book and locking wheel nuts. We will also ask how you heard about Chelsfield Motor Works.

Booking in

When we book you and you car in, we will find out if your car is for body shop , full or interim service, MOT or diagnostic check up to identify an electrical or mechanical fault.

We offer a courtesy shuttle/mini bus service to our customers living within a three mile radius for pick up and set down. Our reception staff will work with our customers to devise the most effective route to enable customers to continue their day with minimal disruption.

We keep our reception area clean and tidy and free from rubbish and clutter, so that it is a safe and comfortable environment for both our staff to work in and customers to wait in while their car is booked in or collected.

Our services

Our mechanics work to the highest industry practices and standards and are able to offer the level of diagnostic work offered by main dealers. We comply with the Retail Motor Industry (RMI) code of practice for service and repair.

Our work is competitively priced. We only use genuine, original equipment (OE) parts and you will find our prices hard to beat, but you are welcome to look on the internet to see if you can get a better deal for the same level of quality! Please let us know if you want to view the displaced parts from your vehicle.

While carrying out the work on your car, our mechanics may find, that in the interest of safety or satisfactory completion of the work, additional repairs are necessary. As soon as we become aware of this, we will contact you to discuss any additional costs and revised completion times. When we call you with any updates or information about the completion of your job, we will tell you the name of the person you are speaking with and give a clear message, checking back with you to ensure that you have understood.

We can service, repair or MOT your car to the manufacturer’s standard without invalidating your manufacturers warranty and we will always stamp your vehicle maintenance log.

We never take payment in advance and we only charge for the prices we quote inclusive of parts, labour and VAT. Our invoices are fully itemised so you know what you have paid for.

All of our repairs carry a 12 month warranty. You are also guaranteed through the RMI customer guarantee as part of the Trust My Garage Scheme and the RMI Code of Practice, displayed in the reception area. .

From time to time we will undertake sample checks on the work undertaken to check the quality of our technical work and products.

After sales

We want to know what you thought about Chelsfield Motor Works so we will follow up and collect your views in different ways :- through our comments book, feed back cards, on line surveys and from courtesy follow up calls to a sample of our customers.

If a customer has an issue with the bill, the reception staff will go through the bill and explain it, make any voucher discounts or forward any discrepancies to the parts department or management team.

We welcome both positive feedback and any causes of concern or complaint as understanding our customer’s experience of using our garage helps us improve our service delivery and customer care. We will always try to learn from our customer feedback.

We manage complaints through a quick and responsive complaints procedure. We are always sorry that our customers have been given cause to complain and we will listen carefully to a complaint, so we can establish the facts and agree what can be done.

The member of staff dealing with the complaint will give you their contact name and number. They will keep you informed while we promptly and politely sort out the difficulty.

A written complaint will be investigated immediately and a response given within 7 days. We may take up to 21 days to provide a full response if external agencies are involved.

We will record in our complaints log the customer’s name, issue or concern, job reference the date the complaint was closed and the outcome. This log will be reviewed each quarter, to recognise and communicate to all staff any changes needed to our policies or procedures.

These customer care standards will be reviewed and updated on a regular basis (every 12-18 months) to ensure we continue to deliver high quality customer care.

As an employee Chelsfield Motor Works, I understand my responsibility to comply with these standards consistently and reliably.

 Employee Signature _______________

Date:  __________________

................
................

In order to avoid copyright disputes, this page is only a partial summary.

Google Online Preview   Download