Service Excellent

Service advisor was the first person who attend to customers when they visit. Let say today you bought a new car, after three days you found some hangky pangky problem on your new car, you drive to the authorised service center, a person who greet you in the first place, carry out interactive inspection together with you at your car, he or she was the service advisor,the key person who recommend you a service,sell you spare parts or accessories.

There are many kinds of customers, service advisors can't understand a customer by a few minutes conversation or by the outlook of the customer, its takes long time to work on it, to make things easy, they will use their professional skill to create a nice first impression between them and customer, it will become easy to carry out conversation if someone have good impression on somebody, But sometimes things may come worst if they don't really follow the correct process continiously.

Lets look into this true story :

One day, a man drove a Mercedes Benz E280 to a service center, he came to buy a major service such as, oil or lub maintenance, brake system maintenance, electronic system check and powertrain maintenance, he also wanted to claim for his broken front windscreen under insurance coverage, total cost of repair approximate 6k.

The man's cloth on that day looks like a cab driver, he went into the service center, the service advisor not willing to attend him, he thought the man just a driver, he just get ready to serve the big boss.

The man just keep on waiting, looking at the service advisor have no intension to attend to him, he start to get angry, but he still calm down at that moment, he wanted to see what will happen next, he observing everything.

After half and hours, the service manager noticed the man, he asked his service advisor about the man, the service advisor answer to his manager, the man just a driver, without attend the man at first place. The manager wanted the service advisor to follow up with the man about his "boss" status, then only the service advisor came to ask the man " Where is Your Boss? Does He come?"

At that moment, the man jump up from the sofa, point his finger to the service advisor's nose and shouted "You Think Who I Am, There Is No Other Boss On Top Of Me In My Company, I Came Here To Pay For The Professional Service But Now You All Treat Me As A Driver", the man then go back to his car and drove away with anger, even the service manager tried to calm him down, everything is useless after all.

Afterthat when they look into the profile, then only know, the man was the biggest boss in the top ten development company in the state, the man was a millionaire, but low profile. Few days later, the service manager and the service advisor both received a letter from headquaters and they need to submit a report regarding this matter, the service center got complaint by the customer.

From the true story, we saw the service advisor and manager did lots of wrong steps in customer service, so they lost a good paying customer, customer satisfaction and spoilt their name by themselves.

In customer service, no matter how the customer appeared in front of us, we should tread all of them the professional way, same standard, never look down to anyone, until the customer satisfied that he got a great and professional service at the service center, then only service advisors can satisfied themselves ahd done a great job.

Remember, customer pays our salary, they are our rice bowl, the more they satisfied, the more benefit we get.