Comeback & Quality
Meet Cole, your Comeback & Quality team member.
Spots repeat visits and gives the service manager the prior repair details up front.
What Cole does
Cole flags vehicles that return soon after a previous visit and pulls the prior repair order and the work that was done. Cole then alerts the service manager, gives the advisor a short summary of the previous visit, and logs each comeback so patterns can be reviewed later. Connections to the store's systems are set up with each store, and only with the store's written OK.
How Cole helps the store
When a customer comes back with the same problem, the advisor often hears about the prior repair from a frustrated customer. Cole puts the prior repair details in front of the service manager and advisor, and keeps a log so repeat issues can be traced to their root cause.
How Cole works with your people
Comebacks are handled by a person. Cole never assigns blame to a technician or an advisor, and never tells the customer the cause of the problem. Who pays for repeat work is the manager's decision, not Cole's.
Meet the service team
Want to see how Cole could fit your service department?