NSSW NEXT: Service Work and Quality Check

What is a best practice when additional Service work is recommended?

A timely and detailed explanation, using the WOW Method (What it is, How it Operates, Why Today)

The "1/4 Time Rule" directs the Service Technician to complete and share the MPI results with the Service ______ within 1/4 of the promise time of the quoted service duration.

Advisor

What is the most important part of the Service Work & Quality Check process?

Completing all requested service work, correctly, as promised

What does F1 stand for as part of the Service Work & Quality Check process?

Fixed Right the First Time

What are ways a Service Advisor can be an effective link between the shop and customer?

Inform the customer of delays well in advance of agreed-upon return time Monitor work progress for delays Contact the customer to approve any additional items required

If a customer declines additional recommended work, where should their decision be recorded?

On the invoice as a recommendation (along with price) DMS in Service History for follow-up

Who should be notified of every repeat repair, as part of the Quality Check process?

Service Manager

What should a customer expect during the Service Work & Quality Check process?

To be kept fully informed of progress, including delays To be shown respect when making their decisions To be notified of additional service work identified, and prices