NSSW NEXT: Follow-Up

What is the best contact method to follow up with customers?

Their preferred communication method

Within what timeframe after the completion of Service should you conduct Follow-Up?

2 days

When should you respond to Follow-Up customer feedback?

Always

How is a Hot Alert triggered during the Service process?

By negative feedback on the Quick Pulse Survey [TBD]

Which actions are part of the Plan, Do, Check, Act (PDCA) process?

Identify existing issues and create a plan to address them Set the plan in motion and evaluate results Adjust results as necessary until you achieve the changes you want

What is the goal of Nissan's Voice of the Customer (VOC)?

To create long-term loyalty To show customers that their feedback is valued To ensure customer satisfaction

What can the customer expect during the Follow-Up step of the Service Process?

To have an opportunity to provide feedback To be kept informed of their vehicle needs To obtain continued and personalized communication from the Dealership

What should you do if a Hot Alert cannot be resolved within 96 hours?

Escalate it to the appropriate Dealership Manager for further instruction