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  • FGE Signature Key Moments Service

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    jainam
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    The document outlines a 6 phase process for Ford's guest experience service, with each phase focusing on a "Signature Moment" and including key actions to ensure guests feel welcomed and their needs are met. The phases cover individual appointments, personal reception, customer care during the service, quality of repairs, personal return of the vehicle, and ongoing relationship management. The overall goal is to provide excellent customer service and build strong relationships with guests.

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    The document outlines a 6 phase process for Ford's guest experience service, with each phase focusing on a "Signature Moment" and including key actions to ensure guests feel welcomed and their needs are met. The phases cover individual appointments, personal reception, customer care during the service, quality of repairs, personal return of the vehicle, and ongoing relationship management. The overall goal is to provide excellent customer service and build strong relationships with guests.

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    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    57 views6 pages

    FGE Signature Key Moments Service

    Uploaded by

    jainam
    The document outlines a 6 phase process for Ford's guest experience service, with each phase focusing on a "Signature Moment" and including key actions to ensure guests feel welcomed and their needs are met. The phases cover individual appointments, personal reception, customer care during the service, quality of repairs, personal return of the vehicle, and ongoing relationship management. The overall goal is to provide excellent customer service and build strong relationships with guests.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 6

    FORD GUEST EXPERIENCE SERVICE – Signature / Key Moments

    Phase 1: Individual Appointment

    Signature Moment - Ford Family understands me and my needs.

    Key Actions

    Guest is greeted by First name and salutation (SA/DCRC/Greeter)


    Multiple appointment slot options
    No Show calls follow-up - 30 minutes after appointment time is passed
    Profiling
    Alternate Transport
    Preferred SA
    Appointment List to Security Guards & Greeter
    Guest is greeted by First name and salutation (SA/DCRC/Greeter)
    FORD GUEST EXPERIENCE SERVICE– Signature / Key Moments
    Phase 2: Personal Reception

    Signature Moment - The Dealership provides a warm welcome by the service team

    Key Actions / Moments

    Guest is greeted by First name and salutation Payment Mode Capturing


    Capturing guest arrival time - On vehicle windshield Parts Pre-Pick List (PM)
    Cube Top use Road Test Route Map
    Seat Positioning Sticker Protective covers
    Stamps on Service Order (RR, HA, QI OK, RT, ES) Probing sheet
    Wi-Fi Printer Tablet for SO opening and Inventory process
    RO Write-up & Quality - SA and Tech SA assisting guest to customer lounge
    Valet Parking / Parking assist Next Service Due Sticker
    Security Guard Saluting SG using Umbrella*
    Guest Signature on SO Confirmation Estimate and Pickup Time
    MSA Process
    FORD GUEST EXPERIENCE SERVICE – Signature / Key Moments

    Phase 3: Customer Care

    Signature Moment - Feels like family @ Ford


    A comfortable Guest Lounge is available as per B@RII standard.

    Key Actions / Moments

    Guest Lounge Facilities


    5L & Refreshment (Menu card and availability)
    Recreational Items (Rubik Cube, Chess, Ludo etc.)
    In dealer celebration of birthdays and wedding anniversaries
    Pantry person to move around (in Front Office and Guest lounge) with Water bottles
    Regular visits by House keeping team to check & maintain 5S (Guest lounge & Washroom)
    FORD GUEST EXPERIENCE SERVICE – Signature / Key Moments

    Phase 4: Quality Repair

    Signature Moment - I trust the dealership


    My car is fixed right first time
    Vehicle ready on time

    Key Actions / Moments

    Scheduling on DMS Express Service


    Skill Metrix Repeat Repair identification and Repair process
    Parts BO & VOR board and Sheet (PM) Technical Audit
    Parts Lost Sales Register (PM) Washing Quality and analysis
    Washing Board use Cube Top use
    QI Analysis (Rejection, Repeat repair)
    FORD GUEST EXPERIENCE SERVICE – Signature / Key Moments

    Phase 5: Personal Return

    Signature Moment - Guest Friendly Service


    Fond Farewell
    Cordial Relationship

    Key Actions / Moments

    Guest is greeted by First name and salutation (SA/DCRC/Greeter)


    Complementary water bottles during return
    Flowers on Deity
    Fragrance
    Cube Top use
    MSA Process
    FORD GUEST EXPERIENCE SERVICE – Signature / Key Moments

    Phase 6: Relationship Management

    Signature Moment - The Dealership provides a warm welcome by the service team

    Key Actions / Moments

    Portal - QT , CVP, JDP DCSI


    CCAR analysis – QT
    Concern closure process
    Guest Experience / Delight / Touch Points
    Guest is greeted by First name and salutation (SA/DCRC/Greeter)

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