汽车售后服务流程图课件

汽车售后服务流程

ServiceProcedure

汽车售后服务流程

ServiceProcedure前台接待流程FrontReceptionProgram维修顾问评估ServiceAdvisorPerformanceEvaluation前台接待流程维修顾问评估客户是什么Whatiscustomer客户期待的服务Theservicecustomerexpect客户的权力Rightofthecustomer客户是什么客户期待的服务客户的权力我们服务的目的Ouraimofservice我们服务的目的汽车售后服务流程图课件18%

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18%68%14%其他顾客服务是在顾客心目中最重要的竞爭因前台接待流程FrontReceptionProgram前台接待流程汽车售后服务流程图课件预约服务AdvanceBooking接待服务ReceptionProcess初步检查VisualInspection监控流程MonitoringJobProcessing确认工单WritingupRepairOrder终检FinalInspection解释工作JobExplanation跟踪服务Follow-up预约服务AdvanceBooking接待服务ReceptiReception1预约服务AdvanceBookingReception1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为客户提供友好的预约建议持续利用车间生产力考虑接车与车间生预约的好处：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PerfectCustomerCare预约的好处：客户被按时接待服务速度提高客户得到周到的服务鼓励客户做预约EncouragingCustomerstoMakeAppointment鼓励客户做预约CR:DiscusswithcustomerThescaleofworkVehiclereceptionappointment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:DiscusswithcustomerThescaleofworkVehiclereceptionappointmentCR:RepeatmainpointsofconversationforconfirmationSA:ReturnthecalltoCRNoYesCR:Discusswithcustomer客户打电话CR: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ClosingCR:填写预约登记表CR/SA:准备预约工单CR/SA接待服务ReceptionProcess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/repeatrepairs完整贴切的检查客户/车辆挡案处理工单与客户一起进行检测初步检查VisualInspection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。Theadvantageofavisualinsp确认工单WritingupRepairOrder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。Therepairorderisaninstrum监控流程MonitoringJobProcessing监控流程MonitoringJobProcessing终检FinalInspection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.为满足客户期望：每一个客户对维修厂有很高的期望解释工作JobExplanation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 提供给客户的信息工作内容theworkcarried

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-bye迎接客户解释发票内容解释维修内容及质量报告将车辆及钥匙ReceptionProblems跟踪服务Follow-upReceptionProblems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跟踪服务的目的AimsoftheFollow-up维修顾问评估ServiceAdvisorPerformanceEvaluation维修顾问评估汽车售后服务流程图课件汽车售后服务流程图课件知识回顾KnowledgeReview知识回顾KnowledgeReview汽车售后服务流程

ServiceProcedure

汽车售后服务流程

ServiceProcedure前台接待流程FrontReceptionProgram维修顾问评估ServiceAdvisorPerformanceEvaluation前台接待流程维修顾问评估客户是什么Whatiscustomer客户期待的服务Theservicecustomerexpect客户的权力Rightofthecustomer客户是什么客户期待的服务客户的权力我们服务的目的Ouraimofservice我们服务的目的汽车售后服务流程图课件18%

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18%68%14%其他顾客服务是在顾客心目中最重要的竞爭因前台接待流程FrontReceptionProgram前台接待流程汽车售后服务流程图课件预约服务AdvanceBooking接待服务ReceptionProcess初步检查VisualInspection监控流程MonitoringJobProcessing确认工单WritingupRepairOrder终检FinalInspection解释工作JobExplanation跟踪服务Follow-up预约服务AdvanceBooking接待服务ReceptiReception1预约服务AdvanceBookingReception1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为客户提供友好的预约建议持续利用车间生产力考虑接车与车间生预约的好处：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PerfectCustomerCare预约的好处：客户被按时接待服务速度提高客户得到周到的服务鼓励客户做预约EncouragingCustomerstoMakeAppointment鼓励客户做预约CR:DiscusswithcustomerThescaleofworkVehiclereceptionappointment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:DiscusswithcustomerThescaleofworkVehiclereceptionappointmentCR:RepeatmainpointsofconversationforconfirmationSA:ReturnthecalltoCRNoYesCR:Discusswithcustomer客户打电话CR: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ClosingCR:填写预约登记表CR/SA:准备预约工单CR/SA接待服务ReceptionProcess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/repeatrepairs完整贴切的检查客户/车辆挡案处理工单与客户一起进行检测初步检查VisualInspection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。Theadvantageofavisualinsp确认工单WritingupRepairOrder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。Therepairorderisaninstrum监控流程MonitoringJobProcessing监控流程MonitoringJobProcessing终检FinalInspection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.为满足客户期望：每一个客户对维修厂有很高的期望解释工作JobExplanation解释工作JobExplanation提供给客户的信息Whatinformationisgiventothecustomer?

工作内容theworkcarriedoutonthevehicle

发票内容thecompositionoftheinvoice