Annual Audit Service Partner V2.0 - EN

Is it possible to repair or analyse the appliance in an in-house workshop for extremely elaborate cases or for long-term tests?

Is it possible to provide the customer with a loaner appliance (in case deadlines cannot be met, for long-term testing, etc.)?

Are the loaner appliances provided for free?

Will the loaner appliances be cleaned?

Is a service vehicle available for your service technicians?

Is it possible to transport appliances?

Are official Liebherr logos attached to the service vehicles?

Are racking and storage systems available in the service vehicles?

Are the spare parts sufficiently supplied in the service vehicles? (Functional parts = sensor kits, fans, electronics, etc. / Accessories = Carbon filter version, stainless steel cleaner, etc.)

Are your technicians / service partners equipped with digital service solutions from LH? If yes, which ones (service app, AppAnda)

Are the technicians equipped according to the Service Guidline?

Does the Service Partner have an official Internet presence? (If "Yes", please enter the official internet address as free text)

Service hotline number written on the Internet address? (If "Yes", please enter the number as free text)

Service E-mail address written on the Internet address? (If "Yes", please enter the address as free text)

Opening hours written on the Internet address? (If "Yes" please enter the opening hours as free text)

Contact form on the homepage available?

Is there an offer for an online repair appointment?

Are the CI directives met if Liebherr-specific contents (e.g. brand logos, etc.) are used on the website?

Can the customer submit an online repair request directly with specific information about the nameplate, purchase date and error profile?

Is the service partner active on social media?

Does monitoring take place on these social media channels when a customer complains online?

Do you ensure that the most important contents of the contacts are documented in a structured manner? (e.g. reason, solution, measure)

How many hours can the customer reach the service partners on weekdays

How many hours can the customer reach the service partners on saturdays

How many hours can the customer reach the service partners on sundays

Has an automatic announcement been set up in case the customer calls outside business hours?

Is a substitute rule in place to cover holidays and illnesses?

In the event that the call center is closed on weekends and public holidays. Has an emergency service been set up for urgent service and repair cases?

Service form: For each service performed, a service form must be fulfilled by the service technician and signed by the customer after the repair. Has such a form already been created?

how is the data recorded?

Does the form include information about the customer's contact details?

Does the form include information about the customer's e-mail adress?

Does the form include information about the date of purchase?

Does the form include information about the date of the customer's first contact?

Does the form include information on the date of completion?

Does the form include information about appliance inside or outside the warranty?

Does the form include information about appliance serial number?

Does the form include information about appliance model?

Does the form include information about the error description?

Does the form include information about the repair description? (clear text with additional information)

Does the form include information about calculation information (such as travelling time and working time)?

Does the form include information about whether or not a re-visit is required?

Does the form have a field for the customer's signature?

Does the form include information about the repair duration?

Does the form have a field for the Liebherr fault code?

Is a different fault key used?

Claim handling: Do you have an IT-Software to create repair orders?

Are customer satisfaction surveys performed after repair work has been completed?

Is the content of the survey based on the Service Guideline?

Are there countermeasures in the event of a bad result?

Is it possible to evaluate the processed Service orders in terms of response time (time between acceptance of the order and the initial contact with the customer)?

Are there countermeasures if the target value is not reached?

Is it possible to evaluate the processed Service orders in terms of completion time (time between acceptance of the order and the successful completion of the repair)?

Are there countermeasures if the target value is not reached?

Has a customer service manager been appointed to monitor, analyze and take responsibility for all customer service activities?

Do the service partner's technicians regularly participate in official training from the service provider?

Is there a central overview list of which technician has participated in which training session offered by the importer and when they took part?

How does the Service Partner order spare parts?

Does the Service Partner have a spare parts warehouse?

Is a software solution in place to ensure targeted stockpiling / stock planning and to query the current stock levels?

Are the spare parts stored in labelled containers (to protect against dust and dirt as well as to ensure that they can be found quickly)?

Has a warehouse manager been appointed who is responsible for the ongoing maintenance and analysis of safety stock and ordering of required parts?

Does the service partner have several technicians?

What is the general condition of the service partner’s overall equipment (1 = Not so good 5 = Very good)

What is the completeness of the service partner's overall equipment? (1 = Not so good 5 = Very good)

Are your technicians equipped with digital service solutions from LH?

Which ones?