KRA'S of CRM
Enhancing Customer Experience
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Ensuring Customer is attended within 10 minutes of entering dealership.
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Ensuring Refreshment is ordered to customer intially & regulary. CXM can provide a snack/lunch as per judgement.
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Ensuring adequate seating for customers.
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Ensuring adequate temprature in front office.
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Ensuring each staff member is in dress and wearing Name Badge.
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Ensuring decorum is maintained in front office.
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Conducting Customer Engagement Program every month.
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Ensuring vehicle is billed and delivered after Quality Inspection/explanation of work done and within 10 mins
in W/S and within 30 mins in B/S.
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Arranging soft skill training of Front Office Team.
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Senstising the team with the word "Empathy".
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Ensuring every executive listens to customer problems very sincerely and in a polite manner.
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Empathise with customer
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No front office executive should give verbal denial in any case wihout consultation.
Capturing Customer Complaints
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Keeping a check on all the customers which have visited in either W/S or B/S.
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Meeting customers who has expressed his/her dis-satisfaction regarding the services.
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Finding the root cause of dis-satisfaction and to make an action plan to ensure such complatins are not repeated.
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Taking Instant feedback from all customers and readressing any complaint, if raised then and there only.
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Ensuring each vehicle is delivered after filling up Satisfaction Note.
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Ensuring Whatsapp group is made of each visiting customer and customers are updated daily on it.
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Keeping a check on pending vehicles of both W/S and B/S and ensuring to capture voice of customers.
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Taking Post Service Feedback of customers visited and ensuring resolutions of concerns registered.
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Ensuring to take Washing Feedback.
Inflow Management
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Ensuring 90% retention of free service
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Ensuring to achieve given targets of Paid Service. (50% of Total inflow)
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Ensuring to achieve given targets of Oil Change Service Prospensity Data.
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Ensuring calling on Lost & Churn customers and achieving given targets. Offers can be planned.
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Ensuring calling on updation vehicles and to keep updations above 90% everytime.
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Organising Outreach Camps in F Class Cities
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To use Whatsapp blast for better outreach.
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Ensuring Proper Utilisation of Appointment Process:
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Appointment vehicles to be given priority
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Appointments to be discussed with GM, WM, Advisors & Floor team
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Green, Yellow and Red stickers to be followed.
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Appointment sheet to be given to Security Guard & Floor Team daily.
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Ensuring free services are delivered within TAT of 90 mins.
Value Added Services
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Ensuring to Sell AMC to eligible customers. Target: 10% of Total Inflow.
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Ensuring to Sell EW to eligible customers. Target: 25 EW's from Workshop.
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Enuring to Sell RSA to eligible customers as per given target.
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Ensuring to Sell Gold Club and Car Care Kit to eligible customers. Target: 10% of Mech. Inflow.
TATA Motors CX Parameters
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Ensuring CPTV CG in both PV & EV is below 5.
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Ensuring GM Query in PV is below 5 & in EV is 0.
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Ensuring Top box CSI of both App & Call Center is above 95%.
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Ensuring all GM Complaints are closed within given TAT & with satisfaction.
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Ensuring Potential Escalation is mailed to CSM if it is visible that customer will raise complaint.
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Ensuring to give any kindof denial to customer only after consulting CSM. Denial to be given on email,
keeping CSM in CC and ensuring that CSM tops up a denial email to customer as well.
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Welcome Calling on Newly delivered vehicle
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PSF Tracker & Welcome Calling tracker to be mailed to CSM Weekly.
Pay: ₹16,000.00 - ₹25,000.00 per month
Work Location: In person
