reception

the reception, whether in a large or small company, is often the point of first contact with new customers. it is very very important therefore to get this bit right. the recption should be manned by pleasant and quilified people. In Tony's workshop, the reception office is right on the corner which is hard to notice for a new customer. sometimes, when the officed door is closed, a customer will come straight to the working area asking for help.

normally, when a customer enters the reception office, Susan will greet to the customer and find out what is the customer's concern, such as service need or vehicle repair. if it is about servcie, Susan will tell the  customer what kind of service contents the workshop provides and also the prices. if the vehicle needs to repair, further questions will be asked to help the technicians determine the particular problem. Susan will records the details on a job card about the customer, the vehicle and the nature of the problem. if the customer is new a record card will be filled out about his/her information as well as the vehicle. most cases, the customer will leave the car in the workshop. once the technicians verify or find problems on the car, they will communicate with Susan about what parts are needed and how much labor is gonna cost for each job. then Susan will find out the prices for genuine parts aslo aftermarket one. after which the customer will be contacted about the repair and also when they can have their car back.

once the agreement is achieved, the job will be assigned to the technicians and Susan will get the parts for the repair.