Massachusetts Vehicle Check - Mass08 Management Module ...

Non-Commercial
4. Public Accessibility. Giving the motorists access to information and support
systems relating to the program.
5. Public Convenience. This is one of the most important elements for successful
implementation of I/M programs. There must be enough inspection facilities to
accommodate all regulated vehicles with minimum wait times.
6. Good Customer Service. The responsibility of providing good customer
service lies with the industry who provides the testing services in the
Commonwealth.
Good Customer Service
One essential part of providing good service is the provider’s knowledge of his or her
product or service. In other words: Employee Education. For most people, a vehicle is a
major investment, second only to buying a house. Motorists would like to be sure that
whoever is handling their vehicle is a trained professional that knows what he or she is doing.
The only way an inspector can become a professional is through education and application.
This means learning all aspects of the job and applying what is learned to his or her work.
The best way to provide good customer service in an inspection program is to provide the
motorist with courteous, fair, accurate, complete, and safe inspection of their vehicle.
Remember: working together as a team, the Massachusetts’ Department of
Environmental Protection (DEP), Massachusetts’ Registry of Motor Vehicles’ (RMV)
Vehicle Check Team, and the industry (represented by you - the inspectors, shop owners, and
managers) can provide the motorists with good overall service to help ensure continued
success of the Massachusetts Vehicle Check program.
Massachusetts Vehicle Check
Ch. 5 - 10