Complaint Handling & Customer Retention - Service

The first step when a service customer raises a complaint is:

• Listen carefully and acknowledge

• Argue with the customer

• Redirect to OEM

• Delay response

All customer complaints in service must be:

• Verbally handled only

• Logged in DMS / CRM system

• Ignored if minor

• Escalated immediately to GM

If a customer complains about repeat repairs, the advisor should:

• Apologize and ensure root cause rectification

• Charge again

• Avoid attending

• Delay the job

Complaint closure without customer confirmation is:

• Correct

• Wrong

• OEM approved

• Faster

Retention in service is measured through:

• Conversion rate

• Repeat visits and CSI score

• Insurance sales only

• Billing amount

Maruti Suzuki complaint closure TAT in service is usually:

• Same day or within 48 hrs

• 1 week

• 10 days

• No limit

Who is responsible for handling service complaints at dealership level?

• Service Advisor / CRM

• Technician only

• Watchman

• Insurance team

To prevent escalation, the advisor should:

• Delay the case

• Give wrong promise

• Update the customer proactively

• Wait for call from HO

Which of the following improves service customer retention?

• Reminder calls and follow-up

• Silence after delivery

• Overcharging

• Ignoring customer history

When a complaint is resolved, the advisor should:

• Take feedback

• Close silently

• Wait for OEM call

• Cancel job card