Timely Customer Greetings and Updates

You can help improve overall service satisfaction at your dealership by applying the following best practices for customer greetings and timely updates.

Best Practices:

• Customers should be greeted immediately upon arrival at the dealership for a great first impression. So, if a customer is waiting, ensure they get top priority. Make eye contact and help every customer feel special. And of course, smile and be genuinely happy to see every customer.
• Always keep customers informed of the status of their vehicles using their preferred method of contact and Quarter Time. For example, for an estimated one-hour repair, update the customer within the first 15 minutes.
• Go over the MPI results during the service visit, not after, to obtain approval on any additional work needed.

We know that the expectations of today’s customers are very high. Applying these best practices can have a huge impact on building long-lasting customer relationships.

Sincerely,

National Service Operations Team
Kia America, Inc.