benz服务顾问服务流程培训

1、组织结构组织结构 Organization 建立一个有效的结构建立一个有效的结构 Organizing an Operational Structure 组织结构组织结构 Organization 前台接待前台接待8个步骤个步骤 4.0 建立一个建立一个 有效的结构有效的结构 Organizing an Operational Structure 5.0 运营管理运营管理 Operations Management 6.0 客户关怀客户关怀 Customer Care Front Reception Procedure 保修流程保修流程 Warranty Process Flow (8 Ste

2、ps) 时间和出勤记录时间和出勤记录 Time and attendance 单据的顺序单据的顺序 Order Scheduling recording 终检终检/ 质量控制质量控制 Final/Quality Control 车间流程车间流程 Workshop Flow 返修工作流程返修工作流程 Return Job Flow Chart 资源控制资源控制 Inventory Control 出纳出纳 Cashier 组织结构组织结构 Organization 4.0 建立一个建立一个 有效的结构有效的结构 Organizing an Operational Structure 5.0 运营

3、管理运营管理 Operations Management 6.0 客户关怀客户关怀 Customer Care 前台接待前台接待8个步骤个步骤 Front Reception Procedure (8 Steps) 保修流程保修流程 Warranty Process Flow 时间和出勤记录时间和出勤记录 Time and attendance 单据的顺序单据的顺序 Order Scheduling recording 终检终检/ 质量控制质量控制 Final/Quality Control 车间流程车间流程 Workshop Flow 资源控制资源控制 Inventory Control 出

4、纳出纳 Cashier 接待中心 1 1.预约服务 Advance Booking 2.接待客户 Reception Process 3.初步检测 Visual Inspection 4.确认工单 Issuing Repair Order 接待中心接待中心 Problem Problem 5.监督工作进度 Monitoring 6.终检 Final Inspection 7.解释工作 Job Explanation 8.跟踪服务 Follow-up 1. 预约服务Advance Booking 2. 接待服务Reception Process 3. 初步检查Visual Inspection

5、4. 确认工单Writing up Repair Order 5. 监控流程Monitoring Job Processing 6. 终检Final Inspection 7. 解释工作Job Explanation 8. 跟踪服务Follow-up 1. 预约服务Advance Booking Reception 1 持续利用车间生产力 Ensure continuous workshop capacity utilisation 预订/储备所需零件 Reserve/ order needed spare parts 记录客户需求 Register customer request 为客户提

6、供友好的预约建议 Offer customer friendly booking date suggestions 用预约工单形式准备接待客户 Prepare customers visit by opening a pre-order 考虑接车与车间生产力 Consider reception and workshop capacity utilisation 提供报价 Provide price estimate 检查车辆历史以便做招回服务和返修 Check vehicle history for open service measures/ repeat repairs 机动灵活地处理客

7、户 Process customer mobility if required 预约流程预约流程 Advance Booking Flow Chart 目的目的 Purpose 帮助服务中心理解前台 预约流程 To assist Service Center to understand operating process of Advance Booking at frontline. ABFC1.JPG 预约的好处： The advantage of Advance Booking 客户被按时接待客户被按时接待 Customer is recepted on time 服务速度提高服务速度提

8、高 Speed of service improved 客户得到周到的服务客户得到周到的服务 Perfect Customer Care 2. 接待服务Reception Process 处理工单 Process workshop repair order. 迎接客户 Greet customer 灵活的处理客户 Support customer in the mater of mobility 客户等待时的服务 Look after the customer during the waiting period 交车时间 Determine repair deadline 完整贴切的检查客户

9、/车辆挡案 Check customer/ vehicle data on completeness/ rightness 确认工作范围 Determine and register scope of service/ repair 检查车辆历史以便做招回服务和返修 Check vehicle history for open service measures/ repeat repairs 接待流程接待流程 Reception Process Flow Chart 目的目的 Purpose 帮助服务中心理解前台 接待流程 To assist Service Center to underst

10、and operating process of Reception at frontline. RPFC1.JPG 3. 初步检查Visual Inspection 与客户一起进行检测与客户一起进行检测 Execute pre-diagnose together with the customer 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。注意的易损件进行检查。 The advantage of a visual inspection is that the SA can point o

11、ut damage and faults to the customer and suggest appropriate remedies. He can also take the opportunity to draw attention to the state of wearing parts (e.g. worn tires) of which the customer may not have aware. 4. 确认工单Writing up Repair Order 工单是维修厂的工具，是工单是维修厂的工具，是MB维修中心与客户之间的合同。维修中心与客户之间的合同。 因此工单的书

12、写必须十分清楚而且易懂。因此工单的书写必须十分清楚而且易懂。 The repair order is an instrument for the workshop, which also can be seen use as contract between Mercedes-Benz- Branch and customers. Therefore it has to be created understandable and clear all in details. 5. 监控流程Monitoring Job Processing 6. 终检Final Inspection 每一个客户对

13、维修厂有很高的期望每一个客户对维修厂有很高的期望 Every customer has got a high expectation regarding the craftsmanship of workshop. 为满足客户期望：为满足客户期望： To ensure this expectation is satisfied: 终检是必要的终检是必要的 Final Quality Control is necessary 7. 解释工作Job Explanation 感谢客户并道别 Thank customer and say good-bye 迎接客户 Greet customer 将车辆

14、及钥匙交与客户 Hand over vehicle and keys to customer 将客户带到维修顾问面前 Transfer of the customer to the respective service advisor 解释发票内容 Explain repair invoice 解释维修内容及质量报告 Explain repair and quality report 提供给客户的信息提供给客户的信息 What information is given to the customer? ? 工作内容 the work carried out on the vehicle ? 发

15、票内容 the composition of the invoice ? 终检结果 the defects discovered on the vehicle ? 车辆的总体情况 the general technical condition of the vehicle ? 下次必做的工作 work that may become necessary later 8. 跟踪服务Follow-up Reception Problems 就每一项工作结果讨论 Discuss the results with the respective service teams 更新客户档案 Update c

16、ustomer database 分析结果 Analyse the results 交车后3天后与客户联系 Contact customer latest about 3 days after he has taken the vehicle back 更正错误 Initiate corrective actions 记录客户建议 Document the customers comments 服务顾问表现评估服务顾问表现评估 SA Performance Evaluation 服务顾问表现评估服务顾问表现评估 SA Performance Evaluation 1. 主动向客户推荐，并根据车

17、间工作情况进行预约 Handling & promoting of advance booking according to workshop capacity 2. 在客户到来之前准备预约工单和维修记录 Preparation of Pre-order with history cards before customer visit 3. 按到达顺序接待客户 Dealing with customers in order of arrival 4. 迎接及问候客户 Prompt greeting & attendance to customers upon arrival 5. 个人仪表 A

18、ppearance of the person 6. 谈话的方式 Style of conversation 服务顾问表现评估服务顾问表现评估 SA Performance Evaluation 7. 仔细倾听并认真记录客户的要求及对故障的描述 Listening carefully to and recording customers requirements and descriptions of vehicle problem 8. 在客户面前对车辆进行系统的检测 Vehicle inspection & systematic checking in the presence of cu

19、stomer 9. 诊断的正确性 Accuracy of diagnosis 10. 主动推荐保养维修项目 Recommend service or repair job to customer 11. 向顾客提供价格与交车时间的估算 Preparation of estimates & deadlines 12. 所开工单的精确性 Veracity of generating repair orders 服务顾问表现评估服务顾问表现评估 SA Performance Evaluation 13. 跟踪与监控工作的进程 Follow-up & monitoring of work in pro

20、gress 14. 交车前进行检查 Performing of Final/ Quality control 15. 交车时对客户的关注 Attendance of customer during vehicle delivery 16. 向客户解释维修项目以及更换零件的项目 Explanation of repair bills & parts replacement to customers 17. 向客户道别的方式 Final greeting approach 18. 交车后的跟踪服务 Follow-up service/ calls to customer after vehicle

21、 delivery 组织结构组织结构 Organization 4.0 建立一个建立一个 有效的结构有效的结构 Organizing an Operational Structure 5.0 运营管理运营管理 Operations Management 6.0 客户关怀客户关怀 Customer Care 车间流程车间流程 Workshop Flow 保修流程保修流程 Warranty Process Flow 时间和出勤记录时间和出勤记录 Time and attendance 单据的顺序单据的顺序 Order Scheduling recording 终检终检/ 质量控制质量控制 Fina

22、l/Quality Control 车间流程车间流程 Workshop Flow 资源控制资源控制 Inventory Control 出纳出纳 Cashier Advance Booking (1) Customer (2) Guard House (3) Customer Receptionist (4) Service Advisor (5) Control Room (6) GL/Foreman (8) Mechanic (7) Final Control (10) Wash Bay (11) Invoice Clerk/Warranty Clerk (12) Service Mang

23、er (13) 目的目的Purpose 帮助服务中心理解车间 流程 To assist Service Center to understand operating process of Job Flow for workshop. WorkshopFC1.JPG Spare Parts Parts Department (9) Cashier (14) 组织结构组织结构 Organization 4.0 建立一个建立一个 有效的结构有效的结构 Organizing an Operational Structure 5.0 运营管理运营管理 Operations Management 6.0

24、客户关怀客户关怀 Customer Care 保修流程保修流程 Warranty Process Flow 保修流程保修流程 Warranty Process Flow 时间和出勤记录时间和出勤记录 Time and attendance 单据的顺序单据的顺序 Order Scheduling recording 终检终检/ 质量控制质量控制 Final/Quality Control 车间流程车间流程 Workshop Flow 资源控制资源控制 Inventory Control 出纳出纳 Cashier 保修流程保修流程 Warranty Process Flow Customer (1

25、) 目的目的Purpose 帮助服务中心理解保帮助服务中心理解保 修流程修流程 To assist Service Center to understand operating process of Warranty Claim. WarrantyFC1.JPG Service Advisor (2) Service Manager (3) Control Room (4) Forman (6) Mechanic (5) Parts Department (7) Warranty Clerk (8) Control Room (9) Final Control (10) Service Manager (11) Warranty Clerk (12) 组织结构组织结构 Organization 4.0 建立一个建立一个 有效的结构有效的结构 Organizing an Operational Structure 5.0 运营管理运营管理 Operations Management 6.0 客户关怀客户关怀 Customer Care 终检终检/ 质量控制质量控制 Final/Quality Control 保修流程保