MARKET SPECIFICS DENMARK

TABLE OF CONTENT:

MPC Contact List - Mercedes Benz Danmark:

The MPC contact list has been removed, and all contact details can be found in Sirius.

Article: Handling Transfer Cases for Wholesale/MOC in Denmark and Sweden.

CS Complaint - MPC Process Flow

Below you find the process flow for when to involve MPC in CS Complaint cases, where a case has been dispatched to a workshop. The MPC needs to be involved if the workshop does not provide a satisfying reply, or does not reply at all.

First of all, it is of course important that we at front desk does our part and notify the workshop with sufficient information and clear questions on what we need from them.

Dealer provides satisfying reply:
The workshop provided a good reply covering everything we needed, and maybe even more.
We have enough information and will proceed with final statement to the customer.

Dealer provides a reply leading to other questions:
The workshop provided a good reply and did maybe provide some new information we were not aware of.
The reply from the workshop leads to us having more questions before we can proceed with a final statement to the customer. In this scenario we should notify the workshop again, thanking them for the good reply and ask the new questions.

Dealer Provides an unsatisfying reply:
If the workshop has replied back to us, but the reply does not include answers on our questions, this is considered an unsatisfying reply.
If the answer from the workshop is good, but does however lead to more questions, follow the steps above.

Dealer does not answer, the case has reached MOC Level & the customer contacts us:
You should inform the customer you will chase the workshop for a reply and then you put OM task for OM to handle.
OM will then reach out to MPC to have them ensure a reply from the workshop.

Dealer Dispatch Templates - CS Complaint & CS Appointment Request

Please see below the template to use while notifying the dealership in a CS Complaint & CS Appointment Request.
These templates has been developed in agreement with the MPC.

The intention behind the templates is to first of all make it easier for front desk on what to write, but also for the workshops to understand the intention behind the notification and our expectations to their handling time.

CS COMPLAINT

Hej "Værkstedets navn"

Denne kunde har kontaktet os på CAC, vedrørende: *en kort beskrivelse af sagen, inkl. allerede her hvad kundens forventninger er*

Vi på FrontDesk CAC, ønsker et uddybende svar på nedenstående spørgsmål. Du er velkommen til at tilføje yderligere information der kan være behjælpeligt for os i sagen.

Efter dine svar vil vi eventuelt kontakte Mercedes-Benz Danmark for at validere og derefter besvarer vi kunden på deres henvendelse. Hvis du allerede har kontaktet kunden og sagen er løst fra jeres side, venligst send et uddybende svar tilbage til os, så vi kan besvare kunden i overenstemmelse med jeres svar og håndtering af sagen.

*Dine egne punkter* - ( svar fra værkstedet)
*Dine egen punkter2* - (svar fra værkstedet)
*Dine egne punkter 3 etc.* - (svar fra værkstedet)

Venligst vær opmærksom på at sagen skal besvares indenfor 4 arbejdsdage, for at undgå starten af en eskalationsproces sammen med Mercedes-Benz Danmark.

Tusinde tak for jeres samarbejde.
Med venlig hilsen
"AGENTENS NAVN"
FrontDesk CAC
Mercedes-Benz Danmark

APPOINTMENT REQUEST:

Hej "Navnet på værkstedet"

Denne kunde ønsker at booke en tid for service ***
Denne kunde kan kontaktes på ***

(Indsæt kundens specifikke ønskemål eller spørgsmål, hvis der er nogen )

Når kunden er booket for service, bedes i besvare sagen i XentryCCC, så den kommer retur til os på FrontDesk, og vi kan få den håndteret fra vores side.

Venligst vær opmærksom på at sagen skal besvares indenfor 4 arbejdsdage, for at undgå starten af en eskalationsproces sammen med Mercedes-Benz Danmark.

Tusinde tak for jeres samarbejde.
Med venlig hilsen *AGENTENS NAVN*
FrontDesk CAC
Mercedes-Benz Danmark

CMS Refund Request to MOC

1. What package is the customer requesting a refund for? (name)
2. When was the package purchased? (date: XX)
3. How long has the customer been in contact with us regarding the issue with their services?
4. Has the customer provided all CMS template information needed for us to assist the customer? (yes/no)
5. Has BD been involved in the case to try to resolve it? (yes/no)
6. Is the issue solved or ongoing? (solved/ongoing)
7. Has the issue been constant or appeared sporadically? (constant/sporadically, If sporadically: how often)
8. Please add anything else that could be beneficial for MPC to know, before deciding if the refund