Document zdOe8Rqr1BVLb5b3Q4KE2yDEz

SERVICE STANDARDS Mission Statement: All dealership personnel will treat every customer as a potential lifetime purchaser, communicating a professional image which embraces honesty and concern for customer wants and needs. r-D---e---a--l-e--r:----t-o-----C---u---s--t-o---m---e---r--S---e--r--v--i-c--e----S--t--a--n--d---a--r-d---s--:----------------------------------------------------------- 1. Appointment available within one .4 Vehicles serviced right on the day of the customer's requested first visit. service day. .2 Write-up begins within four minutes 5. Service status provided within one minute of inquiry. of arrival. .3 Service needs courteously identified, accurately recorded on Repair Order, and verified with customer. .6 Vehicle ready at agreed upon time. .7 Thorough explanation of work done, coverages and changes. These seven service standards provide a process and product value that are compelling reasons for owners to purchase and repurchase Ford or Uncoln-Mercury products. These standards also help to attract new owners through favorable testimonials and Improved owner satisfaction. Standard 4 "Fix It Right the First Time, on Time." .Jf The technician Is the most important player when It comes to Standard #4. & Why Customers tell us "Fixing It Right the First Time, on Time" is one of the reasons they would decide to return to a dealer to buy a vehicle and get their vehicles serviced. Technician Training It Is our goal to help the technician acquire all of the skills and knowledge necessary to "Fix It Right the First Time, on Time." We refer to this as "competency." Technician's Role ^cquire-the-skiils-and- SII -- Self Study -- Ford Multimedia Training (FMT) -- Instructor Led ^in-yourspecialtyvia' New Model -- Self Study -- Instructor Led The Benefits The successful implementation of standards means -- Satisfied customers -- Repeat vehicle sales -- Repeat service sales -- Recognition that Ford and Lincoln/Mercury technicians are "the Best In the Business" orinted on iws*rfin<