Maintenance & Service

The Service Department offers all types of mechanical jobs; we cater not only to retail and individual customers but also offer ser-vice contracts to fleet, NGOs and Government institutions. Our workshop which is located in the heart of Gweru city is equipped with modern and state of the art equipments, tools and facilities to provide the highest quality and reliable service for our customers. In short, the quality of our service is what gives us the competitive edge.

Service Process

Step 1

Service Reception

We have qualified Service Advisers to handle customer receiving with good interpersonal skills and technical background. They are fully knowledgeable of the service processes keeping the customer satisfaction in mind. They are also responsible for maintaining and updating customer database. They were carefully selected to suit the job being our workshop representative to our customers.

Step 2

Consulting

To properly identify the problem, our qualified service advisers get all the information from the customers by proper use of communication skills to obtain all necessary information. Utilizing acquired experience, technical capability and customer communication technique, problem solving process is narrowed down resulting to accurate and quick
repair.

Step 3

Diagnosis and Repair

We have engineers and highly qualified technicians to carry out repair according to their area of specialization. We are committed to customer satisfaction by providing Zero repeat job as well as quick and economical repair by way of accurate and intelligent diagnosis. We are equipped with modern tools and diagnostic tools to assist us in our repairs which our technicians and engineers are trained and capable of using.

Step 4

Obtaining Approval

Before carrying out any repair on our customer’s vehicle, an approval from the customer must be acquired first by way of telephone call or direct communication. For our fleet customers, a written approval from the authorized representative is necessary.

Step 5

Job Allocation

Job Controller is mainly responsible for managing in the work shop according to the workshop load and available technicians. The jobs are allocated to the right technicians according to the nature of the problem.

Step 6

Quality Control

A very important stage in our service process is the quality control check. This is to ensure that the customer’s concerns are resolved and that all other recommended repairs are properly noted and reported.

Step 7

Delivery

Is a part of our service process where our service advisers follow the procedure for proper deliver of the vehicle. After completion of the repairs, our service advisers ensure the readiness of the vehicle prior to calling and informing the customer to collect the vehicle. According to the invoice generated, the service adviser explains the details of the work done including the prices. The customer is also advised of the next service visit and informs the customer that a follow up call is expected after three days from the receiving date of the vehicle.

Step 8

Follow Up

After three (3) days from the delivery date of the vehicle, our customer service staff will call the customer to get a feedback regarding the repair that was carried out. A standard questioner is utilized for this exercise. This will make our customer feel that we care. At the same time, this will also help us gather information from customer feedback that will help us Know our weak or areas for us to improve and become better