Village Volvo Case Study

Topics: Service of process, Customer, Customer service Pages: 3 (785 words) Published: January 14, 2015
Village Volvo
Questions:
Describe Village Volvo’s service package.
Village Volvo offers to provide quality repair service on out-of-warranty Volvo’s at reasonable cost. The owners encourage their clients to schedule appointments for the diagnosis and repair of specific problems, a mechanic will make a preliminary diagnosis and the service manager will give the vehicle owner an estimate of the cost and the approximate time when the repair will be completed. The Village Volvo provide a waiting room for the drop-in clients that is equipped with a television set, comfortable chairs, coffee, a soft-drink vending machine magazines and the local newspapers. Care will be taken throughout the repair process to keep he car clean, worn out parts that have been replaced will be put in a clean box while more cumbersome replaced parts will be set aside for the client‘s own inspection. After the repairs are finished, the vehicle will be subject for a short test drive and then will be parked and ready for pickup. How are the distinctive characteristics of a service firm illustrated by Village Volvo? Customer Participation in the Service Process

The clients where given the opportunity to discuss the problems they have notice together with the mechanic and after the process some parts that are replaced are set aside for the clients’ own inspection. Simultaneity

The service of Village Volvo which is car repair and maintenance is created when the process started and consumed at the same time, quality of the service will then be measured after smooth-running of the automobile has been experience by the clients. Perishability

Every 7-8 am and 5-6 pm of the day that the owner-mechanic decide not to work for the customer contact will be a loss opportunity if in the said no clients will arrive at the sad time. Intangibility

On the basis of their 22 combined years of training and experience with the local Volvo dealer, they have earned a respected reputation and a following of...
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