CUSTOMER RELATIONS

What is CSI?

• Customer Should Improve

• Company Service Index

• Customer Satisfaction Index

• Customer Service Input

What is the first script should come out from our mouth when customer came in?

• Good morning Sir/Ms, how can I help you?

• Good morning Sir/Ms, are you coming for service today?

• Good morning Sir/Ms, do you have an appointment today?

• Good morning Sir/Ms

We need to sent Daily Booking Info to workshop,parts and CSC before...

• 4PM

• 7PM

• 5PM

• 3PM

What is CSI attributes?

• Service Initiaition

  Service Advisor / Dealer Staff

  Service Facility

  Vehicle Pickup

  Service Quality

• Premier Express

  Drop & Go

  Door to Door

  Star Lounge

• Star Care Maintenance

  Plan Extended Limited Warranty

  Mild Hybrid Battery Warranty

What is the company who conduct the CSI survey?

• IPSON

• IPSOS

• IPHONE

• EPSOS

What is Cycle & Carriage tagline that we should give to customer?

• Exceptional Journey

• We Drive First Class

• The best or nothing

• The Future of Automobiles

What is Cycle & Carriage 6 core values?

• 1. Care
  2. Excellence
  3. Forward Thinking
  4. Respect
  5. Teamwork
• 1. Selfish
  2. Slow
  3. Comfort zone
  4. Undisciplined
  5. Blaming

Where is CCB PJ position and CSI score for 2018?

• Rank no 15th, CSI Score 87

• Rank no 11th, CSI Score 87.6

• Rank no 4th, CSI Score 90

• Rank no 12th, CSI Score 88

Who is the responsible person for customer long waiting, what are other alternative beside than waiting for CSC? Choose WRONG answer.

• Call tester (S.David / Lee Kok Wah)

• Drop & Go

• Reschedule an appointment

• Assign to any available CSC

In short, could we achieve the CSI score if we give good relations with customer, request them rating of 10 and appreciation letter, lastly exclude all unhappy customer.

• YES

• NO

• I DONT KNOW WHAT TO DO