汽车售后服务流程（PPT32页)

汽车售后服务流程ServiceProcedure前台接待流程FrontReceptionProgram维修顾问评估ServiceAdvisorPerformanceEvaluation客户是什么Whatiscustomer客户期待的服务Theservicecustomerexpect客户的权力Rightofthecustomer我们服务的目的Ouraimofservice18%68%14%其他顾客服务是在顾客心目中最重要的竞爭因素•服务人员的态度•缺乏主动性•效率低服务汽车前台接待流程FrontReceptionProgram1.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预约的目的AimsofAdvanceBooking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PerfectCustomerCareCR:DiscusswithcustomerThescaleofworkVehiclereceptionappointment客户打电话CustomercallsinCR:问候GreetingsCR:询问客户需要什么服务Askcustomerhowcanbehelped客户作预约CustomerbooksinvehicleSA:Repeatmainpointsofconversationforconfirmation其他服务紧急情况OtherServiceorEmergency引至维修顾问处或其他部门AssigntoonefreeSA/OtherDepartmentCR:需要维修顾问的技术支持？SA:DiscusswithcustomerThescaleofworkVehiclereceptionappointmentCR:RepeatmainpointsofconversationforconfirmationSA:ReturnthecalltoCRNoYesCR:填写预约登记表FillinadvancebookinglistCR/SA:准备预约工单PreparePre-orderCR/SA:准备预约内容Preparationforappointment完成Closing2.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.与客户一起进行检测Executeinteractivereceptionwithpre-diagnosetogetherwiththecustomer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接待的目的AimsofReception检查车辆历史以便做招回服务和返修Checkvehiclehistoryforopenservicemeasures/repeatrepairs3.初步检查VisualInspectionTheadvantageofavisualinspectionisthattheSAcanpointoutdamageandfaultstothecustomerandsuggestappropriateremedies.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:终检是必要的FinalQualityControlisnecessary每一个客户对维修厂有很高的期望Everycustomerhasgotahighexpectationregardingthecraftsmanshipofworkshop.7.解释工作JobExplanation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workthatmaybecomenecessarylater迎接客户Greetcustomer解释发票内容Explainrepairinvoice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-byeReceptionProblems8.跟踪服务Follow-up跟踪服务的目的AimsoftheFollow-up交车后3天之内与客户联系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维修顾问评估ServiceAdvisorPerformanceEvaluation