Automobile Service Workshop offering Mechanical/Electrical repair, Spare parts and body repair procedures to customers of a

Step 1. In the yellow box to the right, describe either a product or particular brand
service offering by a company or organization you work(ed) for
- OR -
a product or service that you have a recent and personal history.
In no more than one paragraph, describe the product or service
and some basics such as the main type of user who might
purchase the product or service.
<== Horizontal stages for your customer journey relevant to your product or service ==>

Step 2. Insert at least 1, and maximum 3 additional stages (no more than 3) to highlight the most interesting stages along the customer journey for
your product or service (To insert a column or a row in Excel, select the letter of the column above then use the Insert Menu)
Awareness Consideration Appointment Use Renew (Revisit)
Goals
(you don't need to add any text in this row)

Step 3. Insert at least
1, and maximum 3
additional horizontal Step 4. In the yellow boxes to the right, providemore competitive services
tracks (no more than
3) to highlight the most
interesting
perspectives you
might want to collect
data for along the
journey
1. While driving customer notices
the Service workshop, its
branding and offered services at a
glance
2. Social media marketing enables
customers to get to know in detail
about the services on offer by the
workshop
3. SMS marketing keeps the
Touchpoints person reminding that a better
service provider is avaailable to
enter at least 1, and maximum 3, to him
relevant touchpoint for each of the
horizontal stages
1. The person looks for
reviews on search engines
and social media to
understand customer
feedback about the experience
of existing customers
2. The person compares his
existing service provider with
this new workshop and
establishes whether this new
workshop will offer him the
advantage he wants (saving
cost, saving time, better
service quality, locality etc)
3. The person asks someone
whom he knows personally
about the service quality and
the overall feedback to get
assurance about the
investment
1. The potential customer
looks to make an appointment
and calls on the customer
care number and is assisted
by the customer care
representative
2. The person makes an
appointment via online system
available on the website
3. He downloads the smart
phone application and decides
to book an appointment via
application
1. The person visists the Service
Workshop to get his service
done. He is received cordially by
the Service consultant and his
car gets inspected and he is
informed of the work that is
required to be done and he gets
a time and cost estimate
2. He waits at the waiting area
adjacent to the workshop and
carefully notices the Technicians
working on his vehicle (how they
work, level of professionalism,
use of special service tools and
service manuals
3. After work is done his car is
delivered by Service consultant
and gets a breifing about the
work done on his vehicle and he
pays for it. He also is requested
to fill the feedback.
1. The customer receives a
call from the workshop 3 days
afters service from customer
care to inquire about his
experience and is informed
that if he feels anything is
unsatisfactory he can revisit
amd get it fixed withing 15
days for free.
2. The customer gets a service
reminder call after 6 months to
remind him that his next
service is due and based on
his experience he decises to
revisit.

Emotions
(you don't need to add any text in this row)

Satisfaction
(you don't need to add any text in this row)

Promotions
 Cell: C2
Comment: Enter description of your product or service here.
-Michael Emmett Thompson