About

The Maruti Suzuki Service Assurance Standards Manual is your one-stop guide to acing service procedures and customer engagement. It has been designed to simplify the complex vehicle service-related processes into clear, actionable steps. From reminder calls and appointment bookings to performing vehicle service, raising FTIRs and pitching warranties, every chapter is built to help you deliver consistent, efficient, and customer-friendly service. With practical tips, standard scripts, and process enablers, the manual ensures that you have the right tools at the right time. Easy to navigate and always accessible, the SAS manual empowers you to create a seamless, end-to-end service experience and strengthen customer relationships.

Foreword

Dear Dealer Partners,

Our commitment to our customers and partners has driven us to constantly innovate. We have introduced various new systems and digital tools to make after-sales journey simpler and more efficient.

It gives us immense pleasure to introduce the new Service Assurance Standards (SAS) —a cornerstone in our journey toward delivering exceptional service experiences to customers across our service network.

This updated edition is an evolution of our existing standards. It integrates the simplified processes and digital transformations you are already using into one comprehensive guide. It also expands to include new standards for key areas like EV Service, Technical, Warranty, Cybersecurity and more.

This manual is our new, unified benchmark for service excellence. Your team's adherence to this manual is vital for delivering the consistent, high-quality experience that builds customer loyalty.

Thank you for your partnership in this journey.

Best Wishes,