Quality calls after a car service: when to call, what to ask and what to do with an unhappy customer
Sado AI team · · 4 min read
In short
Make the quality call 1–3 days after the car is handed back, once the customer has driven it. Ask four things: is the problem fixed, how would they rate the work from 1 to 5, what should you improve, and when is the next service. If the customer is unhappy, don’t argue: note the details and have the mechanic call back the same day. Count ratings and complaints every week. An AI voice operator can make these calls too, in Uzbek and Russian.
Why call after a service
Most unhappy customers don’t call the service back: next time they simply go elsewhere. If the noise is still there or the warning light comes back on, you never hear about it. A one-minute call finds the problem early and shows the customer they’re remembered.
Call 1–3 days after the handover. After a big repair, one more short call a week later helps too. Hours: for example 10:00–19:00; the service sets them.
How a quality call goes
- Greet and give the reason: “Assalomu alaykum, this is Shohruh from Usta Plus service. We replaced your brake pads on Monday, and we wanted to know how the car is driving.”
- Ask whether the problem is fixed: “Has the squeal you mentioned gone?”
- Ask for a rating: “How would you rate our work from 1 to 5?”
- Ask one open question: “What could we do better?” Write the answer down word for word.
- Mention the next service by the workshop’s own rule, for example “an oil change after 10,000 km”.
- Thank them and say goodbye. Keep it under two minutes.
When the customer is unhappy
- Don’t argue or make excuses. Say: “I see, thank you for telling us.”
- Note the details: what happens, since when, at what speed or in which situation.
- The mechanic or service manager calls back the same day. Tell the customer when.
- Whether a re-check is free comes from the service’s rule. No rule? Don’t promise: the mechanic will say.
- Once it’s fixed, make one more short call: “Is everything fine now?”
Sado: Assalomu alaykum, this is Shohruh from Usta Plus service. We replaced your brake pads on Monday. How’s the car?
Caller: The brakes are fine, but there’s still a knock at the front. I did mention it.
Sado: I see, thank you for telling us. When does it knock: over bumps or when turning?
Caller: Over potholes, especially at low speed.
Sado: Noted. Our mechanic will call you before four today to say when he can look at it. Is that all right?
Caller: Fine, I’ll wait.
Sado: Thank you. The mechanic will call before four. Safe driving!
What to count
| Measure | How to count it |
|---|---|
| Reach rate | Customers spoken to ÷ customers called |
| Average rating | Sum of ratings ÷ number who rated |
| Complaint share | Customers who named a problem ÷ customers spoken to |
| Complaints closed fast | Solved within two days ÷ all complaints |
For example: 120 cars handed back in a week, 95 customers reached, 8 named a problem: 8 ÷ 95 ≈ 8%. The numbers are only an example. If one mechanic’s name keeps coming up in complaints, look into it together.
Handing quality calls to an AI operator
A service desk rarely has time to call dozens of customers a day. With outbound calling you upload yesterday’s handovers as an Excel file in the portal’s Auto-calls section, or take them from your CRM, pick the “survey” purpose and set the calling hours.
The operator talks with each customer live in Uzbek or Russian, asks your questions and records the answers. When a customer is unhappy, a task goes to the mechanic, and if Telegram is connected, the call card with the recording arrives in your group. Download the answers to Excel, or ask Yordamchi “Who was unhappy this week?”. More: AI operator for car dealers and service. Try it live or call 78 778 01 23.
Questions
Should every customer get a call?
Yes, as far as possible. Only drop those who said “don’t call me”: Sado doesn’t call such numbers again.
What if the customer says “I’m busy right now”?
Ask for a better time and call back then. The AI operator calls back at the time the customer named.
What does a quality call cost?
Sado charges only for talked minutes: 800 so‘m a minute. For example, 30 two-minute calls a day: 60 × 800 = 48,000 so‘m.