Describe Village Volvo’s service package.
The service package consists of five points: supporting facility, facilitating goods, information, explicit services and implicit services. •
Supporting facility: The car repair is based in a new Butler building in a suburban location with four work bays, an office, a waiting area and a storage room. Because of the location Village Volvo considers a shuttle service two or three times a day. The waiting room is equipped with a television se, comfortable chairs, coffee, a soft-drink vending machine, magazines and the local newspaper. •
Facilitating goods: Facilitating goods are on the one hand the parts which are used to replace worn-out parts of the cars and on the other hand goods which are provided in the waiting room like coffee, soft-drinks, magazines and the local newspaper. •
Information: The client and the mechanic who will be working on the vehicle discuss the problems the client has noticed and sometimes they may take a short test drive. Another source of information is the Customer Care Vehicle Dossier (CCVD) which is a continuing file of each vehicle the garage services. The CCVD can help the mechanic to diagnose problems and provides a convenient record if a vehicle is returned for warranty service on an earlier repair. •
Explicit services: On the basis of 22 years of training and experience with the local Volvo dealer, they have earned a respected reputation and they offer any repair service on Volvo cars. For services which are not part of Village Volvo the owners developed a network of other service providers who can satisfy the customers’ needs. Care is taken throughout the repair process to keep the car clean, and the inside is vacuumed as a courtesy before pickup. After the repairs are finished, the vehicle is taken for a short test drive. Another explicit service is the availability. They have set aside specific “drop in” times (3 to 5 PM Wednesdays and 8 to 10 AM Thursdays) each week when...
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