Titelseite
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Name Service Partner
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Location
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Carried out on
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Prepared by
Assessment category 1: Workshop and service vehicle equipment
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Is it possible to repair or analyse the appliance in an in-house workshop for extremely elaborate cases or for long-term tests?
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Is the workshop equipped with the needed tools according to the serviceguidline?
- Temperature reading tool
- Power reading tool
- Lifting platform
- Pallet truck
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Is it possible to provide the customer with a loaner appliance (in case deadlines cannot be met, for long-term testing, etc.)?
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How many loaner appliances are available (Refrigerator)?
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How many loaner appliances are available (freezers)?
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How many loaner appliances are available (combinations)?
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Are the loaner appliances provided for free?
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Will the loaner appliances be cleaned?
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Is a service vehicle available for your service technicians?
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Is it possible to transport appliances?
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Are official Liebherr logos attached to the service vehicles?
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Are racking and storage systems available in the service vehicles?
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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.)
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Are your technicians / service partners equipped with digital service solutions from LH? If yes, which ones (service app, AppAnda)
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Which ones?
- Service App
- AppAnda
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Are the technicians equipped according to the Service Guidline?
Assessment category 2: Internet presence
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Does the Service Partner have an official Internet presence? (If "Yes", please enter the official internet address as free text)
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Service hotline number written on the Internet address? (If "Yes", please enter the number as free text)
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Service E-mail address written on the Internet address? (If "Yes", please enter the address as free text)
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Opening hours written on the Internet address? (If "Yes" please enter the opening hours as free text)
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Contact form on the homepage available?
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Is there an offer for an online repair appointment?
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Are the CI directives met if Liebherr-specific contents (e.g. brand logos, etc.) are used on the website?
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Can the customer submit an online repair request directly with specific information about the nameplate, purchase date and error profile?
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Is the service partner active on social media?
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On which social media platforms?
- Telegram
- TikTok
- X (Twitter)
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Does monitoring take place on these social media channels when a customer complains online?
Assessment category 3: Availability, order processing and reporting
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What contact options are available for the customer?
- By Telephone
- By Messenger
- By E-Mail
- By Chat
- By Chat-Bot
- By Twitter
- By Facebook
- By LinkedIn
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Do you ensure that the most important contents of the contacts are documented in a structured manner? (e.g. reason, solution, measure)
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How many hours can the customer reach the service partners on weekdays
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How many hours can the customer reach the service partners on saturdays
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How many hours can the customer reach the service partners on sundays
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Has an automatic announcement been set up in case the customer calls outside business hours?
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Is a substitute rule in place to cover holidays and illnesses?
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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?
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What types of contact are there to generate a repair order?
- By Telephone
- By E-Mail
- By Fax
- Online Forms
- Messenger Services
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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?
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how is the data recorded?
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Does the form include information about the customer's contact details?
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Does the form include information about the customer's e-mail adress?
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Does the form include information about the date of purchase?
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Does the form include information about the date of the customer's first contact?
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Does the form include information on the date of completion?
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Does the form include information about appliance inside or outside the warranty?
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Does the form include information about appliance serial number?
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Does the form include information about appliance model?
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Does the form include information about the error description?
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Does the form include information about the repair description? (clear text with additional information)
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Does the form include information about calculation information (such as travelling time and working time)?
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Does the form include information about whether or not a re-visit is required?
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Does the form have a field for the customer's signature?
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Does the form include information about the repair duration?
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Does the form have a field for the Liebherr fault code?
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Is a different fault key used?
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How does the respective person (e.g. technician,customer, installer etc.) record transport damage?
- Via a special transport damage form
- Via the service assignment form
- each technician transfers this information in their own way
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Claim handling: How are service jobs forwarded to the respective technician for processing?
- By Telephone / personal contact
- By E-Mail
- By Fax
- Online via own Service Portal
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Claim handling: Do you have an IT-Software to create repair orders?
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What is the software system called?
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Are customer satisfaction surveys performed after repair work has been completed?
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How is this carried out?
- via Post
- via E-Mail
- via Telephone
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Is the content of the survey based on the Service Guideline?
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Which of the recommended points is part of the survey?
- Friendliness
- Accessibility
- Adherence to deadlines
- Flexibility
- Repair duration
- Manner and appearance
- Qualification and competence
- Effectiveness and efficiency
- Recommendation to others
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How often is the data evaluated?
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Are there countermeasures in the event of a bad result?
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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)?
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What is the current response time?
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Are there countermeasures if the target value is not reached?
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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)?
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If yes, what is the current completion time?
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Are there countermeasures if the target value is not reached?
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Repair invoices in warranty: How often are the repair invoices in warranty settled with the Service Provider (credit note, invoice settlement, etc.)?
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Has a customer service manager been appointed to monitor, analyze and take responsibility for all customer service activities?
Assessment category 4: Training and training participation
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Do the service partner's technicians regularly participate in official training from the service provider?
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How many trainers / service technicians were trained last year?
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How many official Liebherr training events were organized?
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Is there a central overview list of which technician has participated in which training session offered by the importer and when they took part?
Assessment category 5: Spare part management
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How does the Service Partner order spare parts?
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What is it called?
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Does the Service Partner have a spare parts warehouse?
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Is a software solution in place to ensure targeted stockpiling / stock planning and to query the current stock levels?
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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)?
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Do the warehouses meet the following criteria?
- Warehouse temperature between 5°C and 45°C
- Air humidity below 75%
- Protection against UV light and mechanical stress on the spare parts (vibrations, weight, etc.)
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Has a warehouse manager been appointed who is responsible for the ongoing maintenance and analysis of safety stock and ordering of required parts?
Assessment category 6: Appearance and equipment of the service partner
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Does the service partner have several technicians?
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How many?
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Does the external service partner supply / provide the technicians with the following?
- Professional uniforms incl. printed/embroidered Liebherr Logo
- Safety shoes and matching plastic overshoes
- Liebherr work underlay mat
- Smartphone / Tablet
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Do the service partner technicians each have the following equipment:
- Vacuum pump
- Compressor testing equipment
- Refrigerant filling unit (with scale)
- Refrigerant
- Nitrogen cylinder
- Sound level meter
- several data loggers for temperature measurings
- several data loggers for air humidity measurings
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Which kind of Refrigerant?
- R600a
- R290
- R134a
- R600
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What is the general condition of the service partner’s overall equipment (1 = Not so good 5 = Very good)
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What is the completeness of the service partner's overall equipment? (1 = Not so good 5 = Very good)
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Are your technicians equipped with digital service solutions from LH?
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Which ones?