A DAY IN THE LIFE OF...
JUSTIN GRIFFITH
AFTERSALES MANAGER JACKSONS JERSEY
I have a great job, with fresh challenges all the time – and that’s just the way I like it! Although there are always elements of routine, there’s no typical day for me. One day a representative from one of the eleven prestigious vehicle brands we represent here at Jacksons may be calling to discuss our aftersales services. Sometimes a simple phone call can change the course of the day; from, say, a panic- stricken parent who’s inadvertently locked a child in the car, or maybe from someone about to go on holiday who has an issue with their vehicle.
Another day it could be carrying out a dealer-standards audit, when a team of people from a manufacturer come to our business to check that we’re complying efficiently with their guidelines. Best of all, I may sometimes just have to jet off to a part of Europe to test-drive and evaluate the latest offering from a vehicle manufacturer. The things you have to do!
My normal day, however starts at 8.00 a.m. with a brisk walk around our dealerships to say good morning to my colleagues and to make sure everything is in place for the day ahead. Our customer service team are there to meet and greet our customers, and I’m on hand to help them until it’s time for my regular morning meeting with the technical department.
We plan the day ahead, review the previous day’s work and discuss any issues that may have arisen. Following this, my workshop manager, parts manager and myself consider all the jobs due into the workshop over the next four days to ensure we have all the correct parts, people and tooling ready for each customer’s visit. We also review the progress of all cars that may be on-site for more than a single day, so we can be sure that customers’ vehicles are not off the road any longer than humanly possible.
My next task of the day is particularly important. It’s time for me to check out all the feedback received from the previous day. Customer service is key to our business success and we encourage all our customers to complete our own comprehensive online satisfaction survey. This
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