Automotive Customer Complaint Resolution Workflow

Automotive Customer Complaint Resolution

Type: Text

The Automotive Customer Complaint Resolution process is designed to efficiently address customer grievances in a timely manner. The process commences when a complaint is lodged via phone, email, or in-person at a dealership. **Step 1: Initial Assessment** A dedicated complaints handler reviews the issue to determine its nature and urgency, assigning a priority level based on severity and impact on business operations. **Step 2: Investigation** The handler gathers relevant information from various sources, including customer feedback forms, repair orders, and communication records. This data is used to understand the root cause of the problem and identify potential solutions. **Step 3: Response and Resolution** A personalized response is provided to the customer, outlining the proposed resolution and estimated timeframe for completion. If necessary, a suitable corrective action plan is implemented to prevent future occurrences. **Step 4: Follow-up and Closure** The complaints handler ensures that the agreed-upon solution is executed within the specified timeframe. A final review of the complaint is conducted to guarantee satisfaction and closure of the issue.