Workshop Supervision and

Customer Reception
(WSCR)
 Topic 1
Introduction
 Objective of WSCR
Learn how to supervise the whole process of
vehicle servicing and repair jobs carried out in
automotive workshop.

To provide good customer services:

 Supervision correct procedure of vehicle
servicing jobs are carry out.
 Good communication with customers.
 WSCR – AT 29040
• What is Workshop Supervision & Customers’
Reception about?
• An elective module on the work inside an
automotive workshop and its customer service
and relation.
• Theory lessons – 15 hours
• Practical lessons – 30 hours
• 1 Theory test
• 1 Phase test
 WSCR – AT 29040
Supervising at workshop:
• Knowing the Automotive Services provided.
• Roles and responsibilities of after-sales services.
• Principles of Road Traffic act in Singapore.
• Concepts and principles of an organization
involved in automotive servicing in Singapore.
 WSCR – AT 29040
Leading a Team at workshop:
• Concept of Leadership.
• Roles and responsibilities of a supervisor.
• Perform supervision of automotive servicing
works.
• Concepts of teams work by working in teams.
• Team building activities.
 WSCR – AT 29040
Communicating with customer:
• Importance of identifying the needs of a
customer.
• Describe ways to meet and exceed the needs
of a customer.
• Importance of good customers’ service and
reception.
 WSCR – AT 29040
Communicating with customer:
• Explain concept of quality checks.
• Identify customers’ needs.
• Communicate outcome of job done to
customers’ verbally.
• Write a technical report.
 WSCR – AT 29040
Fulfilling customer’s needs by addressing them
with correct of information on automotive
services provided.

• Engine working system.

• Vehicle’s chassis and body working system.
• Principles of Road Traffic act in Singapore.
 WSCR – AT 29040
• Understand the working systems of a
vehicle/car, examples:
– Engine & Starting systems
– Transmission & Driveline systems
– Steering, Suspension & Wheels
– Brake systems
– Fuel systems
– Lighting & Charging systems
 Workshop Supervision
• Understand the working systems of an Engine
system, examples:
– Battery, Starting & Charging systems
– Lubrication systems
– Cooling systems
– Fuel systems
– Air Intake & Exhaust systems
 Workshop Supervision

• Understand the Principles of Road Traffic act

Chapter 276 in Singapore.
– Different vehicle classification.
– Vehicle inspection requirement.
– Agency governing Singapore traffic rules.
Thank You
 Topic 2
Concepts and Principles of
Automotive Workshop
 Objective

• Learn the concepts and principles of

automotive workshop.
• Learn the different types of services provided
in automotive industry.
• Learn the roles and responsibility of
supervising maintenance jobs in workshop.
• Understand the automotive organization chart
and the different roles in the chart.
 Automotive Business
1. Dealerships
– Serve as a link between the manufacturer and the
customer.
2. Independent service shops
– May service all types of cars or specialize in a particular
brand or vehicle system.
3. Franchise repair shop
– Is usually run by large companies such as tire
manufacturers.
 Automotive Business (cont’d)
4. Store-associated shops
– Are usually associated with large department stores.
5. Fleet service and maintenance
– May be a large business or municipality.
 Concepts and Principles
Vehicle Servicing:
It includes the maintenance,
repairs and diagnosis of a
customer’s vehicle.

Automotive Company:
Company making profit
through service or repair a
customer’s vehicle.
 Concepts and Principles
The concepts and Principles of an
automotive company:
1. To provide the labour of a trained
automotive technician.

2. To solve a customer’s needs by

solving their problems:
 Identify the problem, repair or replace
parts, and/or perform maintenance to
 Keep customers’ vehicle in top condition.
 Automotive Services
Check, Service and Repair:
 Vehicular Engine
 Transmission/transaxle
(Manual and Auto)
 Drive axles
 Suspension and steering
 Brakes
 Vehicular Electrical Systems
 Heating/Air conditioning
 Body repairs
 Job Title & Appointments
• Service Manager
– Is responsible for the entire shop operation.
• Parts counter person
– Sells parts directly to customers and supplies parts to technicians.
• Parts manager
– Is in charge of ordering replacement parts and runs parts
department.
• Service advisor
– Greets customers and records their concerns on the repair order.
• Workshop controller/foreman
– Helps technicians with more difficult tasks.
• Service technician
– Assesses, diagnoses and repairs vehicle problems.
Organisation Chart

Operations Manager

Automotive Engineers

Auto Foreman Senior Advisor

Lead Technicians
Customer Services
Assistants
Auto Technicians

Example of an automotive Organization Chart

Example of an Automotive Supply Chain
Thank You
 Topic 3
Supervisory Role in Workshop
What is leadership ?

“Getting a Team to work towards a

common Goal”
 Objective

• Learn why is important to work as a Team.

• Understand the concept and aspects of being
a leader.
• Learn to concepts of supervising the jobs
carried out in automotive workshop.
 Types of Leadership

Force Utility Personality

Fear Fairness Honor

Temporary Functional Sustained

Reactive Reactive Proactive
Control Control Control
 Types of Leadership

Fear Utility Personality

Fear Respect
VS
 Types of Leadership

1. Fear :
Team mates follow out of fear.
Here the commitment of the followers
is superficial.

Why must listen to you?

 Types of Leadership

2. Utility :
Team mates follow because of the benefits or
Incentives (monetary / non monetary) that
They gain if they do so.
 Types of Leadership

3. Personality Influence :
It is the power of personality influence that some
people have, they are followed because many
others did so.
 Lead as a Supervisor
Leading a Team at workshop:
• Concept of Leadership.
• Roles and responsibilities of a leading as a
supervisor.
• Perform supervision of automotive servicing
works.
• Concepts of teams work by working in teams.
• Team building activities.
 Characteristics of leaders

The word “LEADER”

Learn new things

Experienced in automotive and contribute
Attitude that overcome difficulties
Drive the Team to correct direction
Example of Role model for Team
Relationships with Team and customers
 Leaders Learn
• Life long learning, continuous Learners.
• They read, listen, ask and observe.
• They are never stagnant or satisfied.
• The more they know, the more they
realize they don’t know.
 Leaders’ Experience
• Using experience at automotive industry to
advise customers and solve their vehicle
issues.
• Lead a Team Set standards for Team and
Evaluate.
• Provide resources and delegate job.
• Ensure Team is competence and Qualify for
the job.
 Leaders’ Attitude
• Have positive attitude about themselves, team
and customers and about life.
• Influence team with positive attitude.
• Optimistic, cheerful, pleasant and happy.

Attitude is a choice, it is contagious too.

 Negative Attitudes
• Don’t decide-------------You might miss.
• Don’t walk----------------You might slip.
• Don’t run -----------------You might fall.
• Don’t change------------You might fail.

Skeptical and Pessimistic views.

 Leaders’ Drive
• A Drive that will work on and overcome
any difficulties faced.
• A Drive that inspire, encourage and
motivate others.
• Drive that bring the team towards standard
set.
Overcome by endless tireless Drive.
 Leaders lead by Example

• Influence: Lead by example.

• Always show the correct way and method.
• Always ready to face or be at front line when
problem arise.
 Leaders’ Relationships
• They are synergistic.
• Team work productive.
• Delegate by nature.
• Separate people from conflicts. (formal and
informal matters)
• Social active, simple, open and direct.
 Teamwork

Success without successor is

a
“FAILURE”
 Building Teamwork
• Knowing the team members’ competency and
experience and delegate job tasking smartly.
• Ensure the members’ has adequate training to
build on their skills, competency and
experience.
• Putting members welfare and safety as one of
higher priority.
• Connecting all members and ensure Team
building/bonding activities are carried out.
 Setting the Standard

1. Challenge the Process:

-Treat Job as adventure.
-Provide challenging assignments.
-Innovate and honor risk takers.
-Analyze both failure and success.
 Setting the Standard

2- Inspiring a shared vision:

-Identify your ethics.
-Find common grounds.
-Improve communication.
-Remain genuine.
 Setting the Standard

3- Getting Team involvement:

-Speak as team.
-Create interactions, involve people
in planning and problems.
-Keep people informed.
-Focus on gains not on losses.
-Delegate, be accessible.
 Setting the Standard

4- Lead by Example:
-Stick to your words.
-Plan small wins
-Build commitment.
 Setting the Standard

5- Encourage the Heart:

-Link rewards to performance.
-Clarify expectation, provide feedback.
-Make recognition public and say thank
you.
-Love your work, workers and show that
you mean it.
 Leader in eyes of others

What others want from their Leaders:

1. Honesty.
2. Positive attitude.
3. Competence.
4. Inspiration.
5. Understanding.
 Leader in eyes of others
1. Honesty
“ We do not want to be lied to or deceived ,we
want a leader who knows right from wrong.
Yes we want to win but not by cheating. We
refuse people who do not stick to their
believes.”
 Leader in eyes of others
2. Positive Attitude
“ We expect leaders to face any difficulties
together with us and think of positive
outcomes. If we should follow willingly, we
should have confidence in the way. We want
to carry out our task at ease knowing there is
someone watching for us.”
 Leader in eyes of others
3. Competence
“ We must believe that this person is competent
to guide us where we are heading. we must
see the leader as capable and effective.”
 Leader in eyes of others
4. Inspiring
“We also expect our leader to be enthusiastic,
energetic and inspiring. It is not enough for us to
have a dream, we need also to be encouraged
during the journey”
 Leadership Practices
1. Challenge the process (face it).
2. Inspire a shared vision.
3. Duplex communication.
4. Model the way.
5. Motivate your Team.
 Leadership Practices

1. Challenge the Process:

• Leaders are front liners.
• Willing to solve problems.
• Innovate efficient with experience.
• Treat mistakes as learning experience.
 Leadership Practices

2. Inspire a Shared Vision:

• Setting a standard.
• Set achievable target.
• Getting Team to visualize it.
• Give progressive update to Team.
 Leadership Practices
3. Duplex communication with Team:
• Display Respect to everyone.
• Involve others in planning.
• Be open to Team opinion and suggestion.
• Enhance trust to build on relationship.
 Leadership Practices
4. Model the Way
• Be clear with delegating of task.
• Be ready to give solutions.
• Uphold the Positive role model.
• Model what you expect others to do.
• Create small wins.
 Leadership Practices

5. Encouraging the Heart

• Foresee potential issues and face together.
• Encourage people to persist in their efforts.
• Appraise participation.
• Celebrate achievements.
Thank You
 Topic 4
Work Flow from Start to End
TYPICAL AUTOMOTIVE BEFORE & AFTER
SALES WORKSHOP JOB FLOW
 Objective
• Learn the Work flow
– When customer sending in vehicle to workshop.
– What happens when extra vehicle fault is found.
– What is next when all jobs are done.
• Learn dealing with customer when all jobs are
done.
• Learn on after-sales customer service.
 Typical Work Flow in a Workshop

Workshop
Reception Counter Service Advisor
(Controller/Foreman)

Service
QC Automotive
Advisor/Reception
Inspectors/Foreman Technician
Counter

Customer
 Reception Counter
• Usually customers walk in to service counter
with prior appointments are made.
– Available Service Advisor will be informed to
attend to the customer.
• Sometimes, customer may walk into the
service center without appointment made.
– Available Service Advisor will be informed to
attend to the customer.
 Service Advisor
Someone who:
• Attend to customers’ needs.
• Involves physical checks of vehicle.
• Inspect the car & create a job card:
– Sent vehicle to workshop for service/repairs.
• During course of servicing and repairs, any
additional work needed:
– Inform customer of progress and seek approval
for additional work to be done.
 Service Advisor (cont’d)
Appointment cases Walk-in cases
1. Create a job card for the
servicing and
maintenance needed
2. Check on customer
whether any other
repairs required
3. Give the customer, an
estimated job
completion time based
on jobs stated.
1. Attend to the
customer’s needs
which will involve a
physical check on the
vehicle.
2. Check with the
customers on the
issues on the vehicle
3. Create a job card
 Inspection Form for acceptance
Usually used by Service Advisor:
1. To record customer’s particulars,
vehicle registration and identification
number.

2. To do a visual check and record using

the form:

 Identify any vehicle exterior damage

before sending to workshop.

 Identify any vehicle interior damage

before sending to workshop.
 Work Order
After the acceptance, Service Advisor will
do an assessment on the vehicle using
“Work Order” form:
1. Check the car.
2. Make an assessment.
3. Make a detailed explanation of fault
and how to rectify.
4. Spare part and labour cost.
5. Get consent of customer.
6. Give time for customer to consider.
 Work Order Form (Job Card)
Usually used by Service Advisor:

1. After listening to customer’s needs

and doing initial check on vehicle.

2. Write the job into the work order

form before assigning it

3. Different company uses different

form. (see next slide)
 Work Order Form (Job Card)
Another Sample of Work Order:

1. Individual company uses different

description for the form eg work
order, repair order, job card etc.

2. The purpose of the forms are used by

a Service Advisor to write down any
maintenance job for a available
technician to carry out.
 Maintenance Checklist Form
Usually used by a Technician:

1. To carry out the maintenance task

according to checklist.

2. To write down any vehicle faults

found/encounter and inform
Foreman.
 Work Order
7. Customer’s consent and acceptance
by signing.
8. Check availability of parts.
9. Inform date and time.
10. Obtain contact number
11. Additional parts needed will be
informed
 Monitoring Progress
• Service Advisor to monitor
the work progress.
• Work schedule is followed.
• Inform customer of
additional parts and labour.
• Get prior consent from
customer.
 Workshop (Controller/Foreman)

• Conduct an assessment on vehicle and

determine for the repair/service works
required.
• Assign job to the available technician.
• Keep Service Advisor informed on progress
and any additional work required during
course of servicing or repair works.
 Automotive Technician
• Carry out servicing or repair works stated in
job card.
• Inform the Controller/Foreman of any other
work needed to be done.
• When completion of job, pass job card to
Controller for QC inspections.
 QC Inspectors/Foreman
• Quality Control (QC) Inspectors can be Senior
Technicians or Foreman assigned by Service
Manager.
• To carry out Pre-delivery checks ensure all job
and customer’s request are done.
• Sent vehicle for washing if found satisfactory.
QC Checklist Form
 Service Advisor/Reception Counter
• A final check to be done.
• After QC has passed and vehicle is washed, A final
check to be done.
• Call to notify customer of collection and explain what
repairs had been carried out.
• Assist customers’ on payment, if required.
• Return vehicle keys to the customer.
Thank You
 Topic 5
ROAD TRAFFIC ACT

(CHAPTER 276)
 Objective
• Knowing the agency governing traffic rules.
• Principles of the Road Traffic Act Chapter 276:
– Retrieving from official website.
– Relevant materials.
– Why is important.
 Who is LTA?
The Land Transport network of Singapore is developed by Land
Transport Authority of Singapore (LTA)

LTA is formed in 1995, it is the authority that governing Road

Traffic Act on more than 160km of expressways spanning the
island, an MRT network of more than 200 km, 120 km of cycling
paths, and increasingly varied commuting options.

"Authority" means the Land Transport Authority of Singapore

established under the Land Transport Authority of Singapore Act (Cap.
158A).

https://www.lta.gov.sg/content/ltagov/en/who_we_are.html#:~:text=The%20Land%20Transport%20Authority%20(LTA,land%20transport%20
infrastructure%20and%20systems.&text=We%20harness%20technology%20to%20strengthen,options%20for%20future%20land%20transport
 Road Traffic Act (Chapter 276)
The Road Traffic Act (Chapter 276) states the act for regulation of road
traffic and the use of vehicles and the user of roads and for other
purposes connected therewith.

Governing by LTA, the traffic rules are stated clearly in Road Traffic Act.
Failure to abide the traffic rules is consider committing of traffic offence.

Road traffic act is occasionally revised by LTA, retrieving of latest

updated information is important and it can be retrieve from Singapore
Satutes Online webpage stated below.

https://sso.agc.gov.sg/Act/RTA1961
https://sso.agc.gov.sg/Act/RTA1961?ViewType=Pdf&_=20201031184820
 Our Responsibility
In Automotive maintenance agency, the workshop provide services to
upkeep the serviceability of customer’s vehicle. This helps to avoid
violation of traffic rules and prevent the occurrence of traffic accidents
due to vehicle system failure.

Perform servicing and maintenance job responsibly on customer’s

vehicle is essential, workshop display professionalism in helping to keep
the vehicle in safe operating condition.

Periodical Vehicle Inspection (PVI) is required and it is spelt

in Road Traffic Act 276 section 90.
 Benefits of PVI
PVI will ensure owner to maintain the vehicles. A well maintained
vehicle will have all the system functioning properly. This is beneficial
to the owners, road users and it also promote environmental friendly:

1. To promote vehicle and road safety.

2. To reduce environmental air pollution caused by vehicle exhaust
emission.
3. To promote vehicle road worthiness level.
4. To reduce accidents caused by vehicle system failure.
5. To reduce vehicle maintenance costs.
 Road Traffic Act 276 s90
In Road Traffic Act Chapter 276 section 90, the test of satisfactory
condition of vehicle by authority is mandatory.

LTA has assigned 3 Authorised Inspection Centres (AIC) for owners to

send their vehicles to test of satisfactory condition also known as PVI.
i. Jurong Inspection Centre (JIC)
ii. STA Inspection Centre (STAI)
iii. VICOM Inspection Centre (VICOM)

The frequency of vehicles inspection depends of the classification and

can be retrieve from One.Motoring website.

https://www.onemotoring.com.sg/content/onemotoring/home/owning/ongoing-car-costs/inspection.html
 Road Traffic Act 276 s90
The frequency for PVI depends on the vehicle classification. The
inspection due date usually take reference with the registration date of
vehicle or last inspection passed date.

Upon passing the PVI, the vehicle is permitted to operated on road until
next PVI date is due.

For failing of PVI, a re-schedule of next PVI is required. It is a traffic

offence for anyone caught by authority for driving a vehicle with failed
PVI.
 Road Traffic Act 276 s90
Test of satisfactory condition of vehicle:

The Authority may make rules for the examination of any motor
vehicle and for the issue, where the vehicle is found on such
examination to comply with the prescribed requirements
relating to its construction and condition, to the identification
marks and signs carried by or fixed on it and the seals of such
marks and signs, and to the markings on it, of a certificate
(referred to in this Act as a test certificate) that at the date of
the examination those requirements were complied with.
 Road Traffic Act 276 s91
Vehicle without test certificate cannot be used:

A person who uses on a road at any time, or causes or permits

to be so used, a motor vehicle in respect of which there is no
test certificate shall be guilty of an offence and shall be liable on
conviction to a fine not exceeding $200.

This section shall apply to such motor vehicles with effect from
such dates as may be prescribed.

https://sso.agc.gov.sg/Act/RTA1961#pr91
 Road Traffic Act 276 s92
Power to inspect premises:
1. Any police officer may, for the purpose of examining any
vehicle in respect of which he has reason to believe that an
offence under this Act has been committed, enter at any
time any place in which he suspects that such vehicle is kept.
2. Any police officer in conducting an investigation into any
seizable offence in connection with which a vehicle is
suspected to be concerned may enter any place to search for
and examine such vehicle.
3. If any person obstructs any police officer in the exercise of
his powers and duty under this section, that person shall be
guilty of an offence.
https://sso.agc.gov.sg/Act/RTA1961#pr92-
 Road Traffic Act 276 s93
Power to examine vehicles:

1. Any police officer in uniform may, for the purpose of ensuring that any
vehicle or trailer that is being used on a road complies with this Act, at
any time —
a) examine the vehicle or trailer or the license relating thereto;
Or
b) order the owner or driver of the vehicle or trailer to deliver the same
for an inspection by such person and at such time and place as the
police officer may specify.
2. Any person who obstructs a police officer or an outsourced enforcement
officer (as the case may be) in the exercise of his powers under
subsection (1)(a) or fails to comply with any order given by the police
officer or outsourced enforcement officer (as the case may be) under
subsection (1)(b) shall be guilty of an offence.
https://sso.agc.gov.sg/Act/RTA1961#pr93
 Road Traffic Act 276 s96
Taking of motor vehicle without owner’s consent:

Every person who takes and drives away any motor vehicle
without having either the consent of the owner thereof or other
lawful authority shall be guilty of an offence and shall be liable
on conviction to a fine not exceeding $1,000 or to imprisonment
for a term not exceeding 3 months.

https://sso.agc.gov.sg/Act/RTA1961#pr96
 One.Motoring Website
One.Motoring is a customer-centric one-stop portal launched in 2000 by
LTA to disseminate news and information from so as to serve all
motorists and vehicle owners in Singapore.

Workshop pertaining Automotive maintenance business uses it to carry

out their servicing and maintenance job. Upon addressing customer’s
needs One.Motoring has the latest information on:
i. Different vehicle classification of PVI
ii. Vehicle illegal modifications

https://www.onemotoring.com.sg/content/onemotoring/home/owning/ongoing-car-costs/inspection.html
 Different vehicle classification of PVI

The type, age, weight, size and usage of vehicle

operating on the road determines the frequency of
PVI to be carried out.
 Different vehicle classification of PVI
Vehicle Types Frequency

Age of vehicles <3 years 3-10 years >10 years

Motorcycles and scooters NA Annually Annually

Cars NA 2 years Annually

Tuition cars Annually Annually Annually

Private hire cars Annually Annually Annually
Taxis 6-monthly 6-monthly NA
Omnibus 6-monthly 6-monthly 6-monthly
Other buses Annually Annually 6-monthly

Light goods vehicles (<3,000 kg) Annually Annually 6-monthly

Heavy goods vehicles (>3,000 kg) Annually Annually 6-monthly
Heavy goods vehicles (>2 axles) Annually Annually 6-monthly
Trailers Annually Annually Annually

https://www.onemotoring.com.sg/content/onemotoring/home/owning/ongoing-car-costs/inspection.html
 Private Hire Car

All private hire car has to under go annual PVI

starting 1 Jan 2021.

• Annually for vehicle 1 to 10 years old.

• Annually for vehicle more than 10 years
old.
Thank You
Topic 6
 Objective
• Understand the importance of identifying
customer’s needs.
• Understand customer’s needs and requirement
for automotive service.
• Learn importance of good customer service and
reception.
• Importance of aftersales.
 Customer Service
Seven steps for “Customer Care”
1. Appointment.
2. Reception.
3. Writing up. (acceptance of vehicle)
4. Monitoring work progress.
5. Final check before delivery.
6. Job explanation at delivery.
7. Post-delivery follow-up.
 Customer Service
• Be a good listener.
• Complaints/feed-backs are
important.
• Limitation of authority.
• Minimise conflict.
• Put all in writing.
• Always ready to help.
 Customer’s Needs
Listening to customer Talking to customer
 Making appointment.  Available dates.
 Engaging the workshop’s  Inform customer if we can
service. meet their needs.
 Inform us which service they
are looking for.
 Inform us on any fault on
vehicle.
 Customer’s Satisfaction
Happy Customer
 Problem solved.
 Good quality of job done.
 Received vehicle on time.
 Friendly staff.

Unhappy customer
Problem not solved.
Cannot receive vehicle.
Conflict with staff.
 Customer Service Statistics
Unhappy customers due to poor service:
Only 4% of dissatisfied customer will
complain
96% will go away quietly:
• and 91% of them will never use our
service again.
 Customers stop patronize workshop

Other reasons:
• 1 % passed away.
• 3 % no more driving.
• 9 % competitive reasons.
• 68 % because of an attitude of
indifference from customer facing
employees, managers, receptionist
and even dealer principals.
 Customer “Unhappy”
• Unhappy Customer
– Vehicle problem not solved.
– Did not get what was told by company.
– Had conflict with staff.
• Sour relationship built up.
• Most likely stop patronizing the workshop.
 Customer “Happy”
• Satisfied with service provided.
• Trust and confidence built.
• Long lasting Relationship built.
• Will patronize the workshop again.
• Will introduce friends and relatives
 Useful Attributes
• Honest
• Helpful
• Friendly
• Courteous
• Clean uniforms
• Neat appearance
• Orderly arrangement of things
• Knowledgeable in automotive aspects
 Useful Attributes for who?

Employees who will communicate

and contact customers:

1. Service Advisor.
2. Counter Receptionist.
 At Reception
Receiving customer:
• Proper addressing of customer’s name.
• Welcome every customer.
• Priority for appointment
• Prompt attention to customer.
• Give next queue number for walk in
customers.
• Be sensitive to customer’s feeling.
• Do not make unnecessary remarks.
 At Reception
Hearing customer for their purpose here
and give correct explanation to customers
on the services provided:
• Address Customer needs
• Equipment and services
• Automotive advise
• Differences in servicing packages
• No unnecessary Promises
• Time and Cost
 Customer’s Vehicle
Vehicle Interior and Exterior condition must be noted
and recorded together with customer in “Walk Around
Acceptance” form.
• Check for any body dent or cracks.
• Paint work.
• Accessories like Seat Cover, mirror and Floor mat.
• Vehicle Lighting system include dashboard.
• Inform customer on any Personal belongings found.
 Customer’s Vehicle
Before accepting vehicle:
1. Before accepting and returning vehicle to customer,
inspecting and writing in “Walk Around Acceptance
Form” with customer’s consent is important.

2. This is to prevent any unnecessary dispute between

customer and employees.
 Customer’s Vehicle
Returning customer’s vehicle:
1. Do a Pre-delivery inspection using “Walk Around
Acceptance Form”.

2. Check and verified all maintenance work agreed by

customer are done.
 PRE-DELIVERY INSPECTION
• Check all request/complaints
are rectified.
• Clean interior.
• Reset clock.
• Adjust rear mirror.
• Prepare to return any
replaced old components.
 DELIVERY
• Give short detailed of work
done to rectify complaints.
• Explanation on charges.
• Walk customer to car to show
work done and parts changed.
• Return old parts.
 POST-SERVICING FOLLOW-UP
Maintain good customer relation by checking how they
feel on service provided:
1. Acknowledge by saying Thank You.
2. Conduct “After service Survey” to verify customer’s
satisfaction on service provided.
3. Inform customer on next servicing due date.
4. Update customer on new Servicing Promotion
Packages.
5. Allow customer to fill up “Customer Feedback
Form”.
After Service Survey
 After Service Survey
Knowing and understand customers will help in carry
out the service to their satisfactory. After Service
Survey Form is used to check their satisfaction on:
1. Service provided throughout whole process.
2. Automotive job done.
3. Staff relation with customer.
4. Price of service.
 After Service Survey
1. How did you get to know of our company,
Comfort Automotive Services ?
(Please tick as many as necessary)
Newspaper
Social Media
Radio Station
Magazine (Please specify)
Relatives/friends’ recommendation
Dealer/Workshop recommendation
Others …………...
 After Service Survey
2. Please share with us your reasons for
selecting our Services ?
(Please tick as many as necessary)
 Friendly staff
 Good company image
 Attracted by advertisement
 Recommended by friends
 Best price
 Ever engaged our Automotive Services
 Confidence in Our Services
 My first choice of workshop fully booked
 Others ……………………...
 After Service Survey
How satisfied are you with our services for each
of the following items ?
How important are the items to you ?
Please rate the following in terms of your
satisfaction and importance
A. Satisfaction scale
(5)Very satisfied (4)Satisfied (3)Average
(2)Dissatisfied (1)Very dissatisfied
B. Importance scale
(5)Very important (4)Important (3)Neutral
(2)Fairly not important (1)Not important at all
 After Service Survey
3. SERVICE CENTRE / RECEPTION
Ease of getting an appointment
Appearance of the service reception
area (facilities and personnel)
Comfort / Cleanliness of the waiting
area
Cleanliness of and neatness of the
Service Counter
Queuing area
 After Service Survey

4. SERVICE ADVISOR WHO ATTENDED

TO YOU
Professional appearance (appearance
and neatness)
Courtesy and friendliness
Careful listening and understanding you
requirements
Professional knowledge of product and
service operation
 After Service Survey

4. SERVICE ADVISOR WHO ATTENDED

TO YOU
Clear explanation of work to be done
Clear explanation of the estimated price
and delivery time
status update of the work progress
Clear explanation of the final bill
 After Service Survey

5. PROCESSES
Promptness of the job completed
Delivery of vehicle as promised
Cleanliness of vehicle after service
Job done correctly the first time
 After Service Survey

6. PRICES
Parts
Labour
Accessories

7. Overall
Are you satisfied with our service ?
Yes / No
 After Service Survey
8. Upon next vehicle servicing due,
would you come back to our service
centre again ? Yes / No

9. Would you recommend our services

to your relatives and friends ? Yes / No

10. For our further improvement, please

give us your frank comments and
suggestions………………………………
Customer Feedback
 Customer Feedback

The feedback represent voices of customers. All

customer’s opinion and suggestion are important and
help us to understand and improve on certain aspects
which was overlooked as a service provider.
– All feedback should taken positively to improve on our
services standards.
– No arguments with customers upon receiving any feedbacks.
 Customer Feedback
Please rate our service to you:
1. Excellent
2. Good
3. Satisfactory
4. Poor
 Customer Feedback

1. Service Reception

a. Courteous / Friendly Service

b. Attentive / Careful

c. Service / Waiting time

 Customer Feedback
2. Workshop
 a. Waiting time in maintenance /
repair.

 b. Job and service done at your

satisfaction.

 c. Cleanliness of vehicle after

maintenance / repair.
 Customer Feedback

3. Compare with last 6 months

 a. Much better

 b. Better

 c. Acceptable

 d. Not Acceptable
 Customer Feedback

4. Meet your Expectation

(YES / NO)
Are you satisfied with the service provided?
If no, please specify
……………………………………………………
…………………………………………………
…………………………………………………
…………………………...
 Customer Feedback
5. What do you like about our service or
staff ?
……………………………………………
……………………………………………
…………………………………………
6. Do you have any suggestions /
comments that can help us to serve you
better ? ………………………………….
……………………………………………
…………………………………………...
Thank You