Rescheduling of the Inspections and Servicing

Process Name

Issue: Rescheduling of the Inspections and Servicing 

Owner

Fleet / CS Team

Frequency

Escalate to:

1. PE sends a new schedule for the customer to the Fleet team from the schedule agenda 

2. Fleet reschedules the driver via email sent directly them

3. Fleet/Inspections team to inform them about the changes. 

SLA

First response time: Under 1 hour

Resolution time: Under 24 hours

Category: Vehicle Related 

Possible reasons:

1. Customer wants to reschedule the inspections/servicing

How to tackle this? (Identify cause of the issue): 

1. Inform the customer about the importance of the inspections and servicing

2. Check with the customer if he is sure that he won’t be able to attend the scheduled inspection/servicing

3. Fill out the new schedule for the customer