Le traitement des plaintes relatives à la qualité des véhicules est un défi. Comment pouvez-vous répondre efficacement aux préoccupations des clients ?

All sales are rooted in communication. We have two ears and one mouth for a reason! Listen to your customers concerns otherwise you are going into the job unequipped to solve their problem!

-An example I have seen is whereby you are called by a machine operator to attend to a breakdown : the 1st step to getting the machine running again is to listen to the operators experience with it up to the point it had a breakdown, by doing so you have narrowed down on the root cause and solving the breakdown would be easy. Listening is an important tool it has helped me in shortening machine downtime.

One thing I have found helpful is to listen carefully note down all the points and attend and explain clearly to the customer what needs to be done

Customer is god. Respect your customers. Try to find a simple way to reach you during any kind of issue that helps you improve the market. Point 1: Quick Response Team. Point 2: Prioritize the issue. Point 3: Provide the solution. Point 4: Follow up on the issue. Point 5: Feedback

Active listening shows customers that you care about their experience and are genuinely interested in helping them. This can help build trust and rapport, making customers more likely to be satisfied with the solution, beside you can gather more information about the customer's complaint, which can help you identify the root cause of the problem and find a more effective solution.

Am meisten Fehler werden bei diesem Punkt 2 "Analyse" durch eine "ungenaue" Problemanalyse gemacht. Viel zu oft konzentriert man sich bei der Problemanalyse nur auf das Fehlererscheinungsbild beim Kunden, anstatt zu versuchen, den Fehler an den rückgelieferten Teilen genau zu beschreiben und damit zu verstehen. Erst durch eine genaues Verständnis für alle Randbedingungen zum Fehlerbild kann dieser auch nachhaltig abgestellt werden.

When you are analysing problem you have to understand when and for how long since the first time the problem happened To know the root cause. And you need to brainstorm to have clear image of what can cause that problem.

Actively listen to customer complaint and note down sequence of event of issue he facing ,assure him full support with friendly communication to keep his User experince postivie. Discuss internally with your technical team and give him effective solution to resolve the issue.

When working to resolve the problem, first recreate the customer complaint. When interacting with the customer and taking notes, always avoid jumping to conclusions such as "Repair alternator". It is essential to approach any problem with the scientific method, and you should instead approach it with the following: "Customer states:". Following that, you must recreate the complaint to study it. This can help avoid hours of confusion and extra work.

Customer facing line must be armed with strong product knowledge to decide it is really complaint or customer doesn't know enough about his car & in this case customer have to be explained about his car technology in a polite way & this is a repeated situation with today high technology vechiles. But if we have real complaint pre diagnosis must be performed to draw headline how will we as service center will deal with complaint.

At times this is a normal operation of the vehicle, if so prepare to duplicate on like vehicle. Take the customer and duplicate concern on another vehicle to help them understand this is considered normal.

Communication phase must be performed professionally to make customer fell comfortable , because this will open the way for the upcoming negotiation.

When you offer solution to customer you need to put your self in their shoes and be fair enough, don't offer solution which customer will come back with same problem after some time, offer solution which is guaranteed.

When offering a solution I think it's better to have several options with pros and cons that are better suited for customers needs and especially budgets. Of course there are some that can't be done like that due to safety concerns.

Ich persönlich habe die Erfahrung gemacht, dass die Kunden teilweise sehr erfreut darüber sind, wenn im Nachgang nochmals über die aktuelle Situation erkundigt wird. Der Austausch ist sehr wertvoll um die Kundenbeziehung/Zufriedenheit aufrecht zu erhalten und weiterzuentwickeln. Dies schafft vertrauen, erleichtert die Zusammenarbeit bei zukünftigen Themen und gibt die Möglichkeit durch den gebotenen Service Folgegeschäfte zu realisieren.

After repairs or concern has been addressed, follow up to verify that the customer is happy, and their concern is remedied. Overall is the customer content with the process and did you meet their goal

Follow up with customer is very important to make him feel his value for us & for us to make sure we have solved the issue so we can implement this solution with similar cases & in some cases complaint hasn't been solved & customer doesn't come back to us , but he decides to follow other channel , so if we know we can try with him again or at least be ready for the upcoming situation.

Eine Sache mit bedeutendem Mehrwert ist die Reverse-FMEA die leider in vielen Unternehmen vernachlässigt wird. Wie oft kommt es vor, das seitens Fachabteilungen an „Stellrädchen“ gedreht wird (Parameter Einstellungen, WZG Reparatur/Optimierung usw.), um den Prozess zu optimieren, ohne dabei die neu gewonnenen Erkenntnisse in die Lessons Learned und FMEA einfließen zu lassen? Nicht nur nach Reklamationseingang, sondern eine kontinuierliche Pro-aktive Ausarbeitung der P-FMEA unterstreicht das Streben nach dem KVP Grundprinzip des Qualitätsmanagements, sowie das unternehmerische Ziel, mithilfe schrittweiser Optimierung die Organisationsstrukturen und Abläufe im Unternehmen stetig zu verbessern.