登录查看更多内容

What are the best practices for handling recalls of autonomous vehicles?

由人工智能和领英社区提供技术支持

Autonomous vehicles (AVs) are becoming more common on the roads, but they are not immune to defects or malfunctions that may require recalls. As an automotive sales professional, you need to know how to handle recalls of AVs effectively and ethically, while maintaining customer satisfaction and loyalty. In this article, we will discuss some of the best practices for handling recalls of AVs, based on the latest industry standards and recommendations.

此文章中的业界达人

由社区从 4 条内容中精选。了解更多

1 Understand the recall process

The recall process for AVs is similar to that of conventional vehicles, but with some additional steps and considerations. The recall process typically involves four stages: identification, notification, remedy, and closure. Identification is when the manufacturer or the regulator detects a safety defect or noncompliance issue that affects the AVs. Notification is when the manufacturer or the regulator informs the affected owners, dealers, and service providers about the recall and the required actions. Remedy is when the manufacturer or the dealer provides a free repair, replacement, or refund for the recalled AVs. Closure is when the manufacturer or the regulator verifies that the recall has been completed and resolved.

添加您的观点

Chintan Patel

Product Management Executive | Sr. Director | General Manager | Vice President | Transformational Leader |
举报内容
One area industry can improve is the notification. Conventional vehicle notification is typically done through a mail letter or through a dealer for the new cars. For AVs these notifications could be sent directly to the vehicle or phone text. AVs could display an exclamation mark on the dashboard if there is an open recall on a specific vehicle.

已翻译

赞

2 Communicate clearly and promptly

One of the key factors for handling recalls of AVs successfully is to communicate clearly and promptly with your customers, especially if the recall affects the AV's software or functionality. You should explain the nature and scope of the recall, the potential risks and consequences, and the available options and solutions. You should also provide updates on the recall status and progress, and answer any questions or concerns that your customers may have. You should use multiple channels of communication, such as email, phone, text, or app notifications, and tailor your messages to your customers' preferences and needs.

添加您的观点

3 Provide convenient and flexible options

Another important factor for handling recalls of AVs effectively is to provide convenient and flexible options for your customers to comply with the recall and receive the remedy. Depending on the type and severity of the recall, you may offer different options, such as remote software updates, mobile service units, pick-up and delivery services, or loaner vehicles. You should also consider your customers' schedules, locations, and preferences, and accommodate their requests as much as possible. You should make the recall process as easy and hassle-free as possible for your customers, and minimize the disruption and inconvenience to their daily lives.

添加您的观点

Rodney Halsten

Parts Department Managerat Tuscaloosa BMW
举报内容
Do not do so much to accommodate the customer that you put your staff and technicians under pressure such as unreasonable time deadlines. To many times I have seen technician morale low because time lines were pressured and unreasonable. Believe it or not it’s harder to replace staff than an unreasonable customer.

已翻译

赞

4 Educate and train your staff

A third essential factor for handling recalls of AVs efficiently is to educate and train your staff on the recall process and procedures, as well as the features and functions of the AVs. Your staff should be knowledgeable and confident about the recall details, the remedy options, and the AV technology. They should also be able to demonstrate and explain how the AV works, how to use it safely and properly, and how to troubleshoot any issues or errors. Your staff should be able to provide accurate and consistent information and guidance to your customers, and address any doubts or fears that they may have about the AVs.

添加您的观点

5 Follow up and follow through

A fourth crucial factor for handling recalls of AVs satisfactorily is to follow up and follow through with your customers after the recall has been completed and resolved. You should contact your customers to confirm that they have received the remedy, that the AV is working correctly, and that they are satisfied with the service and the outcome. You should also solicit feedback and suggestions from your customers on how to improve your recall process and performance, and how to enhance your customer experience and relationship. You should also thank your customers for their cooperation and loyalty, and offer incentives or rewards for their continued patronage and referrals.

添加您的观点

Chintan Patel

Product Management Executive | Sr. Director | General Manager | Vice President | Transformational Leader |
举报内容
To properly close the specific recall, sharing a report of before and after with statistics will help gaining customer confidence.

已翻译

赞

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

添加您的观点

Chintan Patel

Product Management Executive | Sr. Director | General Manager | Vice President | Transformational Leader |
举报内容
There is technologies and trackabilities available for AVs that is better than conventional vehicle. This should be used to share timely information to the consumers for keeping them informed on risks of recall and closure tracks.

已翻译

赞

Automotive Sales

+ 关注

给文章评分

我们借助人工智能创建了此文章。您认为这篇文章怎么样？

很棒不太好

举报此文章

查看全部

What are the best practices for handling recalls of autonomous vehicles?

1

2

3

4

5

6

1 Understand the recall process

2 Communicate clearly and promptly

3 Provide convenient and flexible options

4 Educate and train your staff

5 Follow up and follow through

6 Here’s what else to consider

Automotive Sales

给文章评分

感谢您的反馈

更多Automotive Sales相关文章

更多相关阅读内容

What are the best practices for handling recalls of autonomous vehicles?

1

2

3

4

5

6

1 Understand the recall process

2 Communicate clearly and promptly

3 Provide convenient and flexible options

4 Educate and train your staff

5 Follow up and follow through

6 Here’s what else to consider

Automotive Sales

给文章评分

感谢您的反馈

查看其他技能