Not so long ago, a car owner experienced something infuriating. His vehicle was serviced every 5,000 kilometers according to the requirements of the 4S shop, but he only received maintenance services after 10,000 kilometers. Such an encounter made him question the service quality of 4S stores.
When faced with the 4S store's questioning, the owner calmly responded. He first explained the lack of maintenance, pointing out that it was not that he neglected the maintenance of the vehicle, but that the 4S shop failed to provide service in time. Then, his doubts about the 4S store mainly include the following:
1. Why can't I notify the owner of the maintenance needs in advance? This gives car owners plenty of time to organize their time and budget in case of sudden maintenance needs.
2. Why can't I make a more convenient appointment? Now that many industries provide online appointment services, why can't 4S stores learn from this model and provide more convenient services to car owners?
3. Why can't we provide more professional services? The owner questioned the professionalism of the 4S shop in the maintenance process and hoped to get more professional service.
In response to the doubts of car owners, 4S stores should carry out deep reflection. First of all, they should raise customer service awareness and proactively remind owners to perform maintenance, not just contact the owner when the maintenance period is reached. Secondly, they should introduce a more convenient way to make appointments, which is convenient for car owners to make appointments and reduce the waiting time of car owners. Finally, they should continuously improve the professionalism of their employees to ensure that they can provide more professional service during maintenance.
In short, vehicle maintenance is a problem that every car owner will encounter, 4S stores should improve their service level, convenient for car owners at the same time can also enhance customers' trust in the brand and improve customers' willingness to buy. Through this article, I hope to help the majority of car owners clarify their own attitude of demanding high-quality service, and also provide reference for others when choosing 4S shops.