Recall/Service Campaign-Related Service

Safety recalls and service campaigns are a reality of our industry. They don’t just impact our Service Drives, but our customers’ lives! Whether customers are aware of a recall or service campaign when they bring their vehicle in to be serviced, you can make all the difference in their experience. Putting in just a bit of extra effort can turn your customer’s inconvenience into something that earns their lifetime loyalty.

Step One: Perform a VIN Lookup

Your dealership systems may alert you if a vehicle has any open campaigns, but performing a VIN lookup is the most accurate way to determine if a vehicle is affected by a recall. The VIN lookup also provides the customer’s vehicle history and any recurring issues. Equipped with this info, you can have the recall or campaign performed at the same time as service to provide convenience and added peace of mind. Customers will appreciate not having to return for a separate recall repair! This will not only earn you their thanks, but also their trust because you took care of their vehicle needs in one visit. (Note: Campaigns must be performed at no charge to the vehicle owner.)

Step Two: Contact Your DPSM

Sometimes, even after looking up the VIN, there may not be a clear path connecting the customer’s issues to a related service campaign. In cases like this, you can review the issue with your DPSM to help get things resolved and explore other avenues. This extra commitment to help save your customer might just keep them coming back for life; especially if they’re a ‘frequent flyer’ at the dealership.

Remember, checking for open recalls and campaigns before every service builds value and trust, and keeps customers coming back to you. For more information on how to address a service campaign or recall return for service, refer to your warranty manual and review section 16.2.7 of the Kia Service Policies and Procedures on KDealer+.

As always, use KGIS to find the most current service information, and thank you for supporting Kia Technical Training!