Why I Love My Job
INVESTIGATION OF A POSITIVE AS WELL AS A NEGATIVE SCENARIO WITHIN THE BUSINESS ENVIRONMENT OF A SERVICE ADVISOR
Louw, Estuné
KIA MOTORS RUSTENBURG ASSIGNMENT 1
04 JUNE 2012
1
Investigation of a positive as well as a negative scenario within the business environment of a service advisor
by E Louw
Assignment submitted in partial fulfilment of the requirements of the training programme for KIA
Assignment 1
June 2012
2
1.1
NEGATIVE SCENARIO
Mrs. Maphoso had her Kia Sportage scheduled for its 1st service on 2012-03-29. Upon arrival she had a few areas she wanted to be checked during the service. Detailed notes on her areas of concern where made when opening the job card to ensure that the allocated technician would attend to those concerns. As soon as the service was completed the workshop foreman handed me the job card to be invoiced and I phoned the client as soon as her vehicle was cleaned and looked brand new awaiting her in the parking area. Mrs. Maphoso arrived at 16:15 where she immediately saw the workshop foreman and asked him to please explain to her what was found and done on her vehicles’ areas of concern. He explained the first point to her in Afrikaans after which she informed him that she would prefer for him to please explain it to her in English as she doesn’t clearly understand the terminology in Afrikaans. He just kept on
1.1.1 SCENARIO
explaining the same point in Afrikaans and after a few minutes turned around and walked away. I approached the client very professionally immediately portraying my understanding for her frustration and kindly explained all her areas of concern in English according to the technicians report on the job card. I kindly apologized for the inconvenience and escorted her to her vehicle ensuring a happy customer leaving our premises.
1.1.2 POSITIVE ASPECTS
Mrs. Maphoso immediately changed her attitude as soon as I respected her request and explained the procedures and operations
Louw, Estuné
KIA MOTORS RUSTENBURG ASSIGNMENT 1
04 JUNE 2012
1
Investigation of a positive as well as a negative scenario within the business environment of a service advisor
by E Louw
Assignment submitted in partial fulfilment of the requirements of the training programme for KIA
Assignment 1
June 2012
2
1.1
NEGATIVE SCENARIO
Mrs. Maphoso had her Kia Sportage scheduled for its 1st service on 2012-03-29. Upon arrival she had a few areas she wanted to be checked during the service. Detailed notes on her areas of concern where made when opening the job card to ensure that the allocated technician would attend to those concerns. As soon as the service was completed the workshop foreman handed me the job card to be invoiced and I phoned the client as soon as her vehicle was cleaned and looked brand new awaiting her in the parking area. Mrs. Maphoso arrived at 16:15 where she immediately saw the workshop foreman and asked him to please explain to her what was found and done on her vehicles’ areas of concern. He explained the first point to her in Afrikaans after which she informed him that she would prefer for him to please explain it to her in English as she doesn’t clearly understand the terminology in Afrikaans. He just kept on
1.1.1 SCENARIO
explaining the same point in Afrikaans and after a few minutes turned around and walked away. I approached the client very professionally immediately portraying my understanding for her frustration and kindly explained all her areas of concern in English according to the technicians report on the job card. I kindly apologized for the inconvenience and escorted her to her vehicle ensuring a happy customer leaving our premises.
1.1.2 POSITIVE ASPECTS
Mrs. Maphoso immediately changed her attitude as soon as I respected her request and explained the procedures and operations