Question

A customer calls a dealership about a Service Campaign notification he received. The customer says he already had the part replaced a few months ago at his own expense. The customer wants to know if he can get reimbursed for that repair. In responding to this customer, what should dealership staff do?

Answer 1

Dealership staff should verify the service repair claim, consult policies on service campaign reimbursements, and if applicable, guide the customer through the reimbursement process while maintaining a professional and empathetic approach.

Step-by-step explanation:

When a customer calls a dealership about a Service Campaign notification and inquires about reimbursement for a repair they've already completed at their own expense, dealership staff should follow several steps to assist the customer. First, it is essential to verify the customer's claim by checking their service records and confirming that the repair made aligns with the service campaign's requirements. Next, staff should consult the dealership's policies or manufacturer's guidelines regarding reimbursements for service campaigns to understand if and how customers can be reimbursed for such repairs. If reimbursement is allowed, the dealership should guide the customer through the necessary steps, which may include submitting receipts and proof of repair. It is crucial to maintain a professional, helpful, and empathetic approach throughout the interaction to ensure customer satisfaction and build trust.