Village Volvo Case Study

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1. Describe Village Volvo’s service package * Core- Quality repair service on out of warranty Volvos * Additional- routine Service, Customer Relationship, Historical trend, Cost and Time estimation, Well equipped Waiting room 1. Supporting Facility: Village Volvo occupies a new Butler building that has four work bays in addition to an office, waiting, area, and storage room. 2. Facilitating good: A television set, comfortable chairs, coffee, a soft-drink vending machine, magazines, and the local newspaper 3. Information: The mechanic who will be working on the vehicle and the client discuss the problems the client has noticed. Another source of information for the mechanic is the Custom Care Vehicle Dossier. Village Volvo maintains a continuing file on each vehicle it services. The service manager gives the vehicle owner an estimate of the cost and the approximate time when the repair will be completed if no unexpected problems arise. 4. Explicit services: To provide quality repair service, notify the customer when the vehicle is ready for pickup. 5. Implicit services : Set specific time for people for tune-up and oil change, Village Volvo has a Unique feature that is Customer Care Vehicle Dossier(CCVD) Also routine Service like tune Up and Oil Change 2. How are the distinctive characteristics of a service firm illustrated by Village Volvo? Village Volvo implemented service package which make convince and comfortable. In service management if you are able to make customer on your side, 50% of the work is done. The mission of the village Volvo Automotive group is to profit from the sale of automobiles, Parts and service. We will achieve this y creating an environment for customers of comfort, trust and respect Village Volvo has designed their waiting room--the area clients perceive and interact with the most during “drop-in”

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