EV Customer Service Best Practices

Kia’s EV customers tend to have higher household incomes and are more tech-savvy, which means they have higher expectations and knowledge when it comes to their vehicles and the service they receive. They also expect dealership service personnel to be knowledgeable about EV technology.

To deliver an elevated experience for our EV customers, here are some best practices you may find helpful to prepare for their visit.

EV Service Best Practices

• Ensure you and your teams have completed the EV training courses within Kia University to answer all EV questions
• Accommodate EV customers with online appointment scheduling, provide alternate transportation options, and maximize the use of your service lane technology to keep them informed
• Have adequate charging stations at the dealership, both in Sales, Service and Express
• Return the EV with a higher charge than when the customer brought it in and in a cleaner condition
• Make sure the service light is reset before returning the vehicle

EV owners are expecting an elevated service experience that matches the driving experience of their new EV, which includes the use of service lane technology for eMPIs that include photo/videos, as well as text updates. By preparing for these customers and taking extra care, you can increase the chance of them becoming loyal service customers to your dealership for years to come.

Sincerely,
National Service Operations Team
Kia America, Inc.