FORD FCSD TECHNICAL TRAINING FCS-14000-DL - Manual (Page 4)

CUSTOMER EXPECTATIONS
Customer Expectations: Service
1. Make it convenient to have my vehicle 5. Provide me with a clear and thorough
serviced at your dealership. explanation of the service performed.
2. The Service Advisor should 6. Call me within a reasonable amount
demonstrate a genuine concern for of time after my service visit to ensure
my service needs. that I’m completely satisfied.
3. Fix it right the first time. 7. Be responsive to questions or
concerns I bring to your attention.
4. Complete servicing my vehicle in a
timely and professional manner.
Expectation 3
‘‘Fix It Right The First Time, on Time.’’
Both service advisors and technicians are important players when it comes to Expectation
#3.
Why
Customers tell us ‘‘Fixing It Right The First Time, on Time’’ is one of the reasons they
would decide to return to a dealer to buy a vehicle and get their vehicles serviced.
Technician Training
It is our goal to help the technician acquire all of the skills and knowledge necessary to
‘‘Fix It Right The First Time, on Time.’’ We refer to this as ‘‘competency.’’
Technician’s Role
Acquire the skills and knowledge for competency in your specialty via:
STST New Model
– Self Study – Self Study
– FordStar Broadcasts – FordStar Broadcasts
– Ford Multimedia Training (FMT) – Instructor Led
– Instructor Led
The Benefits
The successful implementation of expectations means:
– Satisfied customers
– Repeat vehicle sales
– Repeat service sales
– Recognition that Ford and Lincoln/Mercury technicians are ‘‘the Best in the
Business’’