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    Handbook Participant: Growing Importance of After Sales Service

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    Aftersales service is growing in importance for the auto industry. It ensures customer satisfaction and loyalty, promotes the brand, and attracts new customers through references. The auto sector is expected to increase in growth, creating a need for more skilled professionals in aftersales service. Areas needing focus include specialized technical and customer service skills, management training, spare parts management, and skills for luxury and green vehicles. Growing demand is predicted across all vehicle segments, especially in passenger cars and commercial vehicles. Effective aftersales service is key to meeting customer expectations and building trust in the brand.

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    Handbook Participant: Growing Importance of After Sales Service

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    Patricio
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    Aftersales service is growing in importance for the auto industry. It ensures customer satisfaction and loyalty, promotes the brand, and attracts new customers through references. The auto sector is expected to increase in growth, creating a need for more skilled professionals in aftersales service. Areas needing focus include specialized technical and customer service skills, management training, spare parts management, and skills for luxury and green vehicles. Growing demand is predicted across all vehicle segments, especially in passenger cars and commercial vehicles. Effective aftersales service is key to meeting customer expectations and building trust in the brand.

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    Aftersales service is growing in importance for the auto industry. It ensures customer satisfaction and loyalty, promotes the brand, and attracts new customers through references. The auto sector is expected to increase in growth, creating a need for more skilled professionals in aftersales service. Areas needing focus include specialized technical and customer service skills, management training, spare parts management, and skills for luxury and green vehicles. Growing demand is predicted across all vehicle segments, especially in passenger cars and commercial vehicles. Effective aftersales service is key to meeting customer expectations and building trust in the brand.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    24 views5 pages

    Handbook Participant: Growing Importance of After Sales Service

    Uploaded by

    Patricio
    Aftersales service is growing in importance for the auto industry. It ensures customer satisfaction and loyalty, promotes the brand, and attracts new customers through references. The auto sector is expected to increase in growth, creating a need for more skilled professionals in aftersales service. Areas needing focus include specialized technical and customer service skills, management training, spare parts management, and skills for luxury and green vehicles. Growing demand is predicted across all vehicle segments, especially in passenger cars and commercial vehicles. Effective aftersales service is key to meeting customer expectations and building trust in the brand.

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    Participant

    Handbook
    Part I

    Auto Service Technician

    Growing Importance
    of After Sales Service
    Participant Handbook Auto Service Technician

    Growing Importance of After Sales Service


    At the end of this session you will be able to:
    T state the need for after sales service in automobile industry.

    Session Plan
    1 Introduction
    2 Growing importance of aftersales in the Auto Industry
    3 Key Learnings

    Introduction

    The Auto industry has to focus on after sales as it is one on the key factors for success for an auto
    company.

    Growing importance of aftersales in Auto Industry

    The role of the companies does not end with selling the product only. In fact with the ever growing
    competitive market, it is completely important for every company to equally work hard in after sales.
    This includes product quality and sustains performance which leads to customer satisfaction.
    Aftersales service should ensure that customers are happy and satisfied not with the product only but
    also the service the organization offers.
    An excellent aftersales service promotes
    T The brand of the company
    T Goodwill with the existing customers
    T Attract new customers
    Aftersales is all about post deliver customer feed-back.
    Role of Aftersales in auto-industry ensures:
    T Product and service meet or exceed the customer’s expectation;
    T Customer believes and trust in the brand;
    T A strong bond between the organization and the customer;
    T Earn more customers through reference from old ones;
    T Earn more revenues and profits in the market.

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    Participant Handbook Auto Service Technician

    With the Auto sector set to increase in growth, further more there is a need for professionals like;
    T Focus on Specialized rather than Generalized skills;
    T Skilled labour training, motivation, management and retention;
    T Customer service delivery and management;
    T Marketing and customer loyalty;
    T Spare parts management;
    T Skills for servicing special vehicle segments like luxury vehicles and green vehicles;
    T Ensuring availability of adequate numbers of skilled manpower, across different locations and
    different levels. Skills include not only technical skills, but also business management skills (for
    senior management) and customer management;
    T Continuous improvement in productivity and quality, to reduce turnaround times, improve
    capacity utilization, reduce costs and increase customer satisfaction;
    T Focus on softer aspects of customer management and innovate to retain customer loyalty.
    The Passenger Car segment will see the highest level skill requirement amongst non-mechanic cadre.
    The need for effective customer service and service/ work order management is the highest in this
    segment.
    There is a growing need of professionals in each of the segment:
    Two Wheelers
    T While, 70% of the estimated 91,0002 service centers in India cater to Two Wheelers, this is
    also the segment where the presence of unorganized players is much higher at an 80%. The
    manpower requirement per service center is lower, given the high vehicle turnaround in the
    service center compared to larger vehicles.
    Passenger Cars
    T The need for manpower requirement in the Passenger Cars segment is expected to grow by over
    70% by 2015. This segment is expected to witness the highest level of skill enhancement with the
    emergence of the non-OEM sector.
    Commercial Vehicles
    T The commercial vehicles segment is expected to see the highest growth rate in the skill
    requirement over the next five years, with the manpower requirement in 2015 increasing by
    close to 80% over the existing manpower.

    28 28
    Participant Handbook Auto Service Technician

    Key Learnings

    Summarise your learnings here. Write your answers in the spaces provided.

    1. What is the importance of aftersales in Auto Industry?

    2. List the needs for the demand of professionals in the industry.

    Notes

    29 29
    Participant Handbook Auto Service Technician

    30 30

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