DEALER LETTER

MITSUBISHI MOTORS NORTH AMERICA, INC.
4031 Aspen Grove Dr, Franklin, TN 37067
October 1, 2021
To:
All Mitsubishi Dealer Principals, General Managers, Sales Managers, Parts
Managers & Service Managers
Subject: 2022 Outlander Seatbelt Safety Recall (SR-21-007) Customer Special Handling
As a follow-up to our previous communications, we wanted to remind everyone that for
many affected owners, having this recall completed may be their first visit to your service
department. As a result, Mitsubishi strongly encourages you to take full advantage of
this opportunity by amplifying your customer handling of these new Outlander owners –
keeping them loyal to your dealership and the brand.
Jointly with you – our dealer partners – we need to provide our customers with an
exceptional service experience when having this recall completed.
In addition to the regulatory required letters that were mailed 9/28/2021, MMNA is
performing additional outreach beginning 10/4/2021. This will include:
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Calling every affected owner to inform them of the recall, recognize the
inconvenience, and offer to set an appointment with their dealer
o If an appointment is requested, call center staff will send an email to the
dealer Service Manager containing the customer information, desired
appointment time, and let the customer know the dealer will contact
them to confirm the appointment – it is imperative to respond to any
email within 24 business hours – the email subject line will either be
“Appointment Survey Results from eLead Call Center” or “Hot Survey
Results from eLead Call Center”, depending on the type of alert. They
will be coming from the sender address of [email protected]
(a sample email is below)
Leveraging email, mobile, and social media to further connect with affected
customers
Below are some best practices that will enable your staff to provide these customers an
exceptional service experience:
• Show empathy for the inconvenience of having to complete the recall and treat
them with extra courtesy and respect
• Ask customer if they have any questions about their vehicle functions, technology,
etc.
• Confirm ‘my Mitsubishi connect’ subscription (can be viewed on superscreen)
• Discuss accessories that may be of interest to customer
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Minimize the inconvenience as much as possible
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Offer convenient appointment times and schedule appropriately
Offer pickup and delivery if available
Consider mobile repairs
Utilize shuttle service or rideshare
In case a subject seatbelt lot number is found on inspection, have 1-2 of each
affected seatbelt on hand to complete a same day repair – your DPSM can
provide stocking strategies based on the number of affected units in your area
Make sure your waiting room is clean and fully equipped to provide a pleasant
place for customers who may choose to wait
Perform a quality check to ensure repairs are completed right the first time
Deliver vehicle in cleaner condition than when it was when dropped off
Perform an active customer delivery at pickup
Providing outstanding customer service will help you increase your long-term customer
retention – leading to increased sales and profitability.
Thank you for your attention to this matter.
MMNA Aftersales
Sample Email