奔驰售后服务标准作业流程

组织结构Organization建立一个有效的结构OrganizinganOperationalStructure组织结构Organization6.0客户关怀CustomerCare5.0运营管理OperationsManagement前台接待8个步骤FrontReceptionProcedure(8Steps)保修流程WarrantyProcessFlow时间和出勤记录Timeandattendancerecording4.0建立一个有效的结构OrganizinganOperationalStructure单据的顺序OrderScheduling终检/质量控制Final/QualityControl车间流程WorkshopFlow返修工作流程ReturnJobFlowChart资源控制InventoryControl出纳Cashier组织结构Organization6.0客户关怀CustomerCare5.0运营管理OperationsManagement4.0建立一个有效的结构OrganizinganOperationalStructure保修流程WarrantyProcessFlow时间和出勤记录Timeandattendancerecording单据的顺序OrderScheduling终检/质量控制Final/QualityControl车间流程WorkshopFlow资源控制InventoryControl出纳Cashier前台接待8个步骤FrontReceptionProcedure(8Steps)1.预约服务AdvanceBooking接待中心12.接待客户ReceptionProcess8.跟踪服务Follow-up接待中心Problem4.确认工单IssuingRepairOrder7.解释工作JobExplanation5.监督工作进度Monitoring6.终检FinalInspection3.初步检测VisualInspection1.预约服务AdvanceBooking2.接待服务ReceptionProcess3.初步检查VisualInspection5.监控流程MonitoringJobProcessing4.确认工单WritingupRepairOrder6.终检FinalInspection7.解释工作JobExplanation8.跟踪服务Follow-upReception11.预约服务AdvanceBooking为客户提供友好的预约建议Offercustomerfriendlybookingdatesuggestions持续利用车间生产力Ensurecontinuousworkshopcapacityutilisation考虑接车与车间生产力Considerreceptionandworkshopcapacityutilisation机动灵活地处理客户Processcustomermobilityifrequired记录客户需求Registercustomerrequest预订/储备所需零件Reserve/orderneededspareparts检查车辆历史以便做招回服务和返修Checkvehiclehistoryforopenservicemeasures/repeatrepairs用预约工单形式准备接待客户Preparecustomersvisitbyopeningapre-order提供报价Providepriceestimate目的Purpose帮助服务中心理解前台预约流程ToassistServiceCentertounderstandoperatingprocessofAdvanceBookingatfrontline.ABFC1.JPG预约流程AdvanceBookingFlowChart预约的好处：TheadvantageofAdvanceBooking客户被按时接待Customerisreceptedontime服务速度提高Speedofserviceimproved客户得到周到的服务PerfectCustomerCare2.接待服务ReceptionProcess完整贴切的检查客户/车辆挡案Checkcustomer/vehicledataoncompleteness/rightness处理工单Processworkshoprepairorder.灵活的处理客户Supportcustomerinthematerofmobility确认工作范围Determineandregisterscopeofservice/repair迎接客户Greetcustomer客户等待时的服务Lookafterthecustomerduringthewaitingperiod交车时间Determinerepairdeadline检查车辆历史以便做招回服务和返修Checkvehiclehistoryforopenservicemeasures/repeatrepairs目的Purpose帮助服务中心理解前台接待流程ToassistServiceCentertounderstandoperatingprocessofReceptionatfrontline.RPFC1.JPG接待流程ReceptionProcessFlowChart3.初步检查VisualInspection与客户一起进行检测Executepre-diagnosetogetherwiththecustomerTheadvantageofavisualinspectionisthattheSAcanpointoutdamageandfaultstothecustomerandsuggestappropriateremedies.Hecanalsotaketheopportunitytodrawattentiontothestateofwearingparts(e.g.worntires)ofwhichthecustomermaynothaveaware.初检的好处是维修顾问可以指出故障并提出建议。同时他可以对客户不注意的易损件进行检查。4.确认工单WritingupRepairOrderTherepairorderisaninstrumentfortheworkshop,whichalsocanbeseenuseascontractbetweenMercedes-Benz-Branchandcustomers.Thereforeithastobecreatedunderstandableandclearallindetails.工单是维修厂的工具，是MB维修中心与客户之间的合同。因此工单的书写必须十分清楚而且易懂。5.监控流程MonitoringJobProcessing6.终检FinalInspection为满足客户期望：Toensurethisexpectationissatisfied:每一个客户对维修厂有很高的期望Everycustomerhasgotahighexpectationregardingthecraftsmanshipofworkshop.终检是必要的FinalQualityControlisnecessary7.解释工作JobExplanation解释维修内容及质量报告Explainrepairandqualityreport将车辆及钥匙交与客户Handovervehicleandkeystocustomer将客户带到维修顾问面前Transferofthecustomertotherespectiveserviceadvisor感谢客户并道别Thankcustomerandsaygood-bye解释发票内容Explainrepairinvoice迎接客户Greetcustomer提供给客户的信息Whatinformationisgiventothecustomer?工作内容theworkcarriedoutonthevehicle发票内容thecompositionoftheinvoice终检结果thedefectsdiscoveredonthevehicle车辆的总体情况thegeneraltechnicalconditionofthevehicle下次必做的工作workthatmaybecomenecessarylaterReceptionProblems8.跟踪服务Follow-up交车后3天后与客户联系Contactcustomerlatestabout3daysafterhehastakenthevehicleback就每一项工作结果讨论Discusstheresultswiththerespectiveserviceteams更新客户档案Updatecustomerdatabase更正错误Initiatecorrectiveactions记录客户建议Documentthecustomerscomments分析结果Analysetheresults服务顾问表现评估SAPerformanceEvaluation1.主动向客户推荐，并根据车间工作情况进行预约Handling&promotingofadvancebookingaccordingtoworkshopcapacity2.在客户到来之前准备预约工单和维修记录PreparationofPre-orderwithhistorycardsbeforecustomervisit3.按到达顺序接待客户Dealingwithcustomersinorderofarrival4.迎接及问候客户Promptgreeting&attendancetocustomersuponarrival5.个人仪表Appearanceoftheperson6.谈话的方式Styleofconversation服务顾问表现评估SAPerformanceEvaluation8.在客户面前对车辆进行系统的检测Vehicleinspection&systematiccheckinginthepresenceofcustomer9.诊断的正确性Accuracyofdiagnosis10.主动推荐保养维修项目Recommendserviceorrepairjobtocustomer11.向顾客提供价格与交车时间的估算Preparationofestimates&deadlines12.所开工单的精确性Veracityofgeneratingrepairorders7.仔细倾听并认真记录客户的要求及对故障的描述Listeningcarefullytoandrecordingcustomer’srequirementsanddescriptionsofvehicleproblem服务顾问表现评估SAPerformanceEvaluation15.交车时对客户的关注Attendanceofcustomerduringvehicledelivery16.向客户解释维修项目以及更换零件的项目Explanationofrepairbills&partsreplacementtocustomers17.向客户道别的方式Finalgreetingapproach18.交车后的跟踪服务Follow-upservice/callstocustomeraftervehicledelivery14.交车前进行检查PerformingofFinal/Qualitycontrol13.跟踪与监控工作的进程Follow-up&monitoringofworkinprogress服务顾问表现评估SAPerformanceEvaluation组织结构Organization6.0客户关怀CustomerCare5.0运营管理OperationsManagement4.0建立一个有效的结构OrganizinganOperationalStructure保修流程WarrantyProces