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Area Customer Care Manager

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Date: 17-Mar-2019

Location: Bhubaneshwar, IN

Company: Mahindra & Mahindra Limited

The Technical capability at Dealership is well taken care of thru’ (a) Technical Experts at Dealership like CoTEKs & eTEKs, (b) Support from Technical Experts at Company—TEKLiners and (c) well-developed and executed training programs for Technicians. Therefore, the one thing the CCM should focus on that will make everything else easier to achieve his goals is to enhance the quality of Customer-handling at Dealerships i.e. every interaction that a Dealership does with Customers The CCM must - Thru’ Dealer-General Manager (GM)-Service & Dealer-Service Manager (Dealer-SM), ensure adherence to process - Ensure right quality of critical resources at Workshops - Coach the Dealer Service Team on Customer-handling skills & to do root-cause analysis of Concerns - Get escalated Customer Concerns resolved through the Dealer Service Team


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