More than just claims processing
The information that the technician provides the manufacturer is one of the most vital sources of product improvement information that the manufacturer can get! So by writing your comments well, you are doing what you do best to not only help the customer but also keep vehicles functioning and improving. You are what helps us get kids to school, people
I was in an audit where the main chargeback was add-on repairs. In the recap meeting, the service manager and dealer were looking at each other dumbfounded because they have been so strict on “no added repairs without them looking at the issue and signing off”. The warranty admin knew that she inspected each repair order for added repairs and
It gets very confusing when the technician is just trying to get the vehicle repaired and one repair leads to something else going wrong. Then when the manufacturer gets involved they either deem it an added repair or over repair. The big question here is when does the run-on become an add-on repair? To answer you must ask yourself these
We have been in many dealerships where GOODWILL has been used at least a few times to cover a mistake. We all know that isn’t how the manufacturer intends you to use it, and really it isn’t the best use for your dealership anyway. When doing goodwill after the fact, the customer may walk away feeling you either made a mistake, they
Everybody makes mistakes. However, some mistakes are costlier than others, especially in a dealership. Let’s talk about the top 7 mistakes that service advisors make based on feedback from warranty administrators and manufacturers over the last 30 years. 1) Poor customer concern write-up Remember that all customer write-ups need to be from symptom-based questions that you can use
I had just started my business processing warranty claims for dealerships and I had to physically go to the dealership to work. In those days we still worked with hand written repair orders and had to manually enter all data into the computer. No personal computers or laptops were such an item. The dealership had one computer that we