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Service Pledge- Mechanic On Duty (MOD)
Member Service Pledge
Our mindset in terms of how we approach the servicing of MOD’s members will be critical to our success from day one. All Member Service Representatives should approach each opportunity to speak with a member with the goal of fully satisfying that member’s needs as expressed to us. Always go one step further, always be polite. Know that the only reason the member is calling us is because they need our help. That member needs your help. Respond positively and be engaged. You know all about cars, and if you don’t know something specific, someone around you at MOD has the expertise to assist you and that member. Remember this is the only reason the member joined MOD and it is our only reason for being in business. Think of servicing the member with these questions in mind: Have I answered all your questions? Do you need assistance with anything else? Would you like one of our Member Service Representatives to speak with your contact at the Service Repair Facility? Is there anything further that I can tell you to assist you with your understanding of this repair? The point is, you should always invite the member’s next question and never hurry them to get off the phone.
The success of Mechanic-on-Duty can only be achieved if we recognize the importance of bringing true service to our membership base. Members are to be viewed as stakeholders in our company. Their revenue dollars are the lifeblood of Mechanic-on-Duty. Day-in and day-out, members are to be treated courteously, fairly and with the utmost respect. We should endeavor to always respond to member’s inquiries in a prompt and thorough manner. Commit yourself to going the extra yard. Approach each contact with a member as an opportunity to build a long-term relationship with that person. Let’s aspire to have our reputation for service serve as the main force behind our growth as a company.
Employee’s Name: _____________________________ Date: _________________
Employee’s Signature: _________________________________
