Mercedes-Benz Egypt Complaint Process After-Sales Department

Process – Name: Complaint process

Process – Number: Draft
Release – Date: 01.07.2009
Version: 1
Prepared by: Service Operation: Maged Samuel
Process – Owner:

1. Process Objectives

The objective of the Complaint process is to offer a satisfying solution/ final

statement to a customer who raised any service or product related issue.
Customer Service Representative identifies and describes the problem and
investigates internally within the organization in order to develop a solution to
restore customer satisfaction.

2. Process Input

A customer has a complaint and contact the customer care representative or any
of the retail employees

Complaints can be described as customer expectations that have not been met.
By reporting such complaint, the customer let the organization know that he/she
is dissatisfied.

Irrespective of the type of complaint the customer care at the retail has to choose
a complaint type when creating a case.

Types of complaints

1. Product complaint
2. After sale complaint
i. Quality of process
ii. Parts
iii. Warranty process
iv. Repair quality (workshop)
v. Behavior and professionalism of the after sales staff
3. Sales complaint
i. Quality of process
ii. Behavior and professionalism of the Sales staff

Process – Name: Complaint process

Process – Number: Draft
Release – Date: 01.07.2009

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Mercedes-Benz Egypt Complaint Process After-Sales Department

Version: 1
Prepared by: Operation Supervisor: Maged Samuel
Process – Owner:

3. Process Description

In case of complaint, the customer contacts the Customer care or Service

Receptionist by phone, letter, e mail, Fax. The customer care/ SRE take the
customers request and his/her expectation collects all necessary data, analysis
the complaint and opens a case. Based on the type of complaint, the Customer
care/SRE identifies the nature of the complaint e.g. Sales, After Sales or Product.
In case a solution meets Customer expectation the Customer care/SRE
documents the action and closes the case.

If the complaint cannot be resolved to the customer's satisfaction at short notice

the customer care/SRE will give a first feedback to the customer within
maximum one working day and preferably by the end of the day and the
customer is promised that his/her concern will be examined thoroughly. The next
steps must be decided on with the customer, e.g. to whom the complaint will be
forwarded, by when will the person responsible report back to the customer, and
the estimated time frame within which a solution will be found.

The Customer care/SRE forward/assigned the case to the responsible person

with all necessary information and for providing a solution. If all data and a
solution are available, the Customer care will send a final response (by phone,
letter, e-mail, and fax) within the estimated time frame agreed with the customer.

If case is pending the customer must be updated once a week via appropriate
medium. The case is documented and closed.

In case of product reliability complaints or technical assistance is required (in

case of escalated cases), the customer care or SRE forward the case to MBEg
immediately after collecting all necessary data.

4. Process Output

A solution and final statement answering to the complaint of the customer based
on his/her expectations.

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Mercedes-Benz Egypt Complaint Process After-Sales Department

Process – Name: Complaint Process

Process – Draft
Number:
Release – Date: 01.07.2009
Version: 1
Prepared by: Operation Supervisor: Maged Samuel
Process – Owner:

5. Process Involvement

Mercedes-Benz Egypt After-Sales

• Dealing with transferred cases

• Supporting Dealers network data base
• Supporting on technical level in certain escalated cases

Service Network

Customer Care

• customer contact management

• complaint handling
• take customer request and expectations
• collect necessary data and open case
• investigate complaint and take appropriate action
• give first response to customer
• contact involved entity for necessary information and solution
• give final statement with solution to customer
• document and close case

Service Advisors/Workshop specialist/Warranty specialist/Parts specialist

• Support on technical level

• Providing relevant information to customer care team to justify decision
communicated to customer
• Supporting customer care by taking over complex case handling

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Mercedes-Benz Egypt Complaint Process After-Sales Department

Responsible Process Description Description

Take
Customer Customer Contact Customer
Customer care Request

Customer Care
Take customer request and
/SRE his expectation

no

Is all
necessary
data
yes available?

Request missing
data from
customer

Customer care Identify case,

/SRE describe
Investigate and understand complaint problem

Develop a
solution plan
Forward/assign the case to the
responsible person

Customer care

Follow up case handling with

responsible

Feedback no
from
responsible
yes

Customer care Implement

Communicate Escalation
and execute
solution & final Procedure to solution
statement to management
Customer or MBEg

Document case all mandatory fields

Close case
Close Case

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Mercedes-Benz Egypt Complaint Process After-Sales Department

Please consider the following complaint form fields:

• Complaint taken by:

i. Name
ii. Department
iii. Date/time
• Type of complaint
i. Product
ii. After Sales
ƒ Quality of process
ƒ Parts related
ƒ Warranty related
ƒ Repair quality
ƒ Behavior and professionalism of after sales staff
iii. Sales & Finance
ƒ Quality of process
ƒ Behavior and professionalism of sales staff
• Form of complaint
i. Telephone
ii. Follow up
iii. Customer present
iv. Written ( message/email/fax/letter
v. MBEg (MPC)
• Customer Information
i. Mr/Ms
ii. Name/first/last
iii. Title
iv. Address: home/business
v. Telephone: home/business
vi. Fax: home/business
vii. Cell phone: home/business

• Vehicle information
i. VIN no.
ii. Model
iii. License plate no.
iv. Initial registration date
v. Delivery date / PDI
vi. Warranty expire date
vii. Last complaint date
• Complaint process flow
i. Complaint description Field
ii. Resolution requested by customer
iii. Commitments to customer
iv. Action taken: verbally/ in written/ by phone
v. Further actions
ƒ Forwarded for examination to Service advisor
ƒ Appointment made for
iv. Action taken
v. Letter of apology

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Mercedes-Benz Egypt Complaint Process After-Sales Department

vi. Give away

vii. Cost of give away
viii. Close case date

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