• To ensure CBS installation training is given to SPs as per CC training plan • To ensure plumbers trainings are organized at dealers counters • To monitor service deliverables of the assigned branch ( responsse time, call pendency etc.) • To take corrective action on service deliverables in order to ensure quality customer care service • To personally visit customers to check service quality delivered by SPs • To resolve customer issues • To enhance franchisee performance through continuous developmental activities • To maintain balance between reactive and pro - active services • To ensure 100% SPs achieve PMC sales target • To ensure proactive customer care support is given to 100% targetted projects at all four stages as per CC module • To ensure service camps are organized at projects sites • To visit projects during proactive service & service camps • To ensure warranty services are done against 100% warranty certificates registered • To monitor cost of warranty and improve on cost incurred by company on warranty services • To monitor requirement of spare parts by each ASP based on consumption trends on monthly basis • To ensure customers complaints are resolved as per defined CC timelines • To track & monitor franchisee wise call quality • To personally visit unsatisfied customers and close loop • To ensure that customers satisfaction to be more than 95% • To monitor spare parts management and ensure that every replaced part is returned to factory within committed timelines • Evaluation of franchisee, training & induction in the system which are identified by team • To lead and motivate team to deliver desired results |