This document provides guidelines for Audi service advisors to follow a core service process that aligns with Audi's goal of becoming the number one premium brand. The process aims to delight customers at every stage by treating them with respect, maintaining open communication, and strengthening the bond of trust. This summary focuses on the vehicle reception stage, where the advisor's objectives are to welcome the customer, demonstrate Audi's competence through a professional attitude, clearly define the order, and increase chances of creating delight. The guidelines recommend greeting customers in the driveway to ease any tensions, building rapport through engagement, and providing undivided attention during check-in to discuss requests, problems, and solutions.

1. For internal use only
The Audi Service Core Process Your guide to Audi Top Service
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2. At Audi, our goal is to become the number one premium brand
supported by our mission to delight customers worldwide. We
need to think and act according to the Audi self-perception
within the service process.
Right from the start we treat our customers with respect and
take their demands seriously.
We are perfectly prepared for appointments; the customer’s
individual service history is our starting point. We inform our
customers about necessary work and the resulting costs.
We keep our customers mobile with an Audi while we repair and
maintain their cars with the utmost care and attention to detail.
We strengthen the bond of trust to our customers by continually
Audi Top Service
checking our performance and through honest and open
communication. By doing this, we create a very special and long
term relationship with our customers.
Only if we act according to our inner values are we able to give
Audi an unmistakable personality and delight our customers
worldwide… and this is where you come in.
• How do you display a strong identification with the Audi
brand and knowledgeably emphasise the advantages of the
Audi brand over its competitors?
• How do you represent the image and premium values of
the Audi brand in your demeanour both in and outside the
dealership?
This booklet has been developed in conjunction with the Audi
Australia Dealer Network to help the role of the Service Advisor use
the Service Core Process in a manner which brings the Audi self-
perception to life, create positive experiences and have memorable
interactions that thrill our customers.
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3. Audi Service Core Process
Every stage of this process is detailed in this booklet. The Audi Top Service Process and Behaviour
Guidelines served as a template for this document. Objectives and checklists have been specifically
set for the Australian market and agreed upon with your dealership. If you combine your skills and
personality with the discipline of this process, you will meet and exceed the expectations of your
managers and, most importantly, your customers.
The Audi Service Core Process is your
pathway to successful Top Service
Appointment Arrangement
[page 13]
Vehicle Return /
Payment
[page 39]
Follow up
[page 43]
Preparation for the
Appointment
[page 21]
Quality check /
preparation for vehicle
handover
[page 35]
Vehicle Reception
[page 25]
Repair / Service
[page 31]
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4. 3
Stage 3
Vehicle reception
(Direct reception)
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5. It is the culmination of your preparation efforts during Stage 2 of the Service Core Process. Your objective now is to welcome
the customer to Audi and demonstrate our competence and high level of performance. In order to attain a premium customer
service we must drive forward with our will to please and our professional attitude.
What is our aim?
• The customer’s day may not have started so well, but now they are in your hands this is your opportunity to express a level of premium
and high-end customer service.
• The customer must be made to feel welcome and taken care of.
• The result of the vehicle reception is a clear, well-defined order description that provides the basis for efficient workshop processing.
• By engaging the customer positively at this stage we will increase our chances of active selling and create delight.
• Advisers greet customers in the service driveway with a professional and consistent Direct Reception experience
We can help differentiate ourselves by
• Ensuring the driveway reception process leads the way with a premium customer service experience.
• Being aware that when the customer arrives at the dealership, they genuinely want to do the right thing but they may not know where to
park the car or where to find Service Reception. This is where we can really make the difference. By acknowledging the customer at the
earliest possible moment, we can strengthen the relationship and ease any tensions from the early morning start.
• Building rapport through customer engagement will strengthen the connection and develop trust with the Dealer which is a hallmark of
good customer relationships.
• Concierge in the forecourt parking area to meet and greet and take customers to the service receptionist or service advisor.
• Locating staff in the parking area to meet customers helps both customers and the dealership. Staff members can direct customers to
parking, minimising disruption and congestion in the area. As a result customers feel reassured and have a sense that the dealership
takes customer care and efficiency seriously.
Our customers expect
• Undivided attention – The Service Advisor gives his
customer this level of attention for the appointment.
The conversation with the customer has priority and
should not be interrupted.
• Friendly, personal appearance. The Audi Dealer looks
forward to the customers visit and is suitably prepared.
• Accurate and complete vehicle check-in. The
Service Advisor checks the car in with accuracy and
thoroughness. He checks the entire vehicle and logs
the customer requests, problems and defects. It
is important to propose clear and comprehensive
solutions for anything you find.
• Complete and binding agreements – All results of the
check-in are summarised in writing on the job sheet
and confirmed with the customer’s signature.
Stage 3
Vehicle reception
(Direct reception)
» APPOINTMENT ARRANGEMENT » PREPARATION FOR THE APPOINTMENT » VEHICLE RECEPTION » REPAIR / SERVICE26
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