One process, seven steps
Each visit at Audi is meticulously planned for a smooth, efficient experience. The Audi seven‐step service core process starts with arranging an appointment. Lim records the customer's information and the repair work required accurately and in detail. Next, he lays the groundwork, determining the scope of work. This pays dividends at the third stage, when the customer arrives at the direct reception: a service bay where the vehicle is hoisted up, allowing both customer and adviser to inspect the vehicle together. By this time, Lim has the exact quotation for his customer and can share how long the repair will take. Other issues can be easily identified at this stage and added to the work order in a transparent manner.
In the fourth step, the vehicle is repaired or serviced accurately and comprehensively by Lim's colleagues at the workshop. Next, it undergoes a quality check while Lim prepares a clearly laid‐out invoice. The vehicle is washed and vacuumed too. In the penultimate stage, he explains the invoice to the customer, confirming that all commissioned work is indeed completed. Finally, Lim follows up with a phone call soon afterwards to obtain feedback on the work done.
He says: The process at Audi is very detailed. Customers new to the brand tell me this is the first time they have ever seen the underside of a vehicle. And they love it. As part of our service, we offer customers alternative transportation options to see them home or back to the office after they drop off their vehicle. Above this, we sometimes surprise them with a chauffeured ride, such as in our flagship model the Audi A8, as part of our Customer Delight initiative.