某汽车前台接待流程ygf

建立一个有效的结构OrganizinganOperationalStructure

6.0

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

6.0

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)预约服务AdvanceBooking接待中心1接待客户ReceptionProcess跟踪服务Follow-up接待中心Problem确认工单IssuingRepairOrder解释工作JobExplanation监督工作进度Monitoring终检FinalInspection初步检测VisualInspection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-up8StepsReception1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PerfectCustomerCare鼓励客户做预约EncouragingCustomerstoMakeAppointment接待服务ReceptionProcess完整贴切的的检查客户户/车辆挡挡案Checkcustomer/vehicledataoncompleteness/rightness处理工单Processworkshoprepairorder.灵活的处理理客户Supportcustomerinthematerofmobility确认工作范范围Determineandregisterscopeofservice/repair迎接客户Greetcustomer客户等待时时的服务Lookafterthecustomerduringthewaitingperiod交车时间Determinerepairdeadline检查车辆历历史以便做做招回服务务和返修Checkvehiclehistoryforopenservicemeasures/repeatrepairs目的Purpose帮助服务中中心理解前前台接待流流程ToassistServiceCentertounderstandoperatingprocessofReceptionatfrontline.RPFC1.JPG接待流程ReceptionProcessFlowChart初步检查VisualInspection与客户一起起进行检测测Executepre-diagnosetogetherwiththecustomerTheadvantageofavisualinspectionisthattheSAcanpointoutdamageandfaultstothecustomerandsuggestappropriateremedies.Hecanalsotaketheopportunitytodrawattentiontothestateofwearingparts(e.g.worntires)ofwhichthecustomermaynothaveaware.初检的好处处是维修顾顾问可以指指出故障并并提出建议议。同时他他可以对客客户不注意意的易损件件进行检查查。确认工单WritingupRepairOrderTherepairorderisaninstrumentfortheworkshop,whichalsocanbeseenuseascontractbetweenMercedes-Benz-Branchandcustomers.Thereforeithastobecreatedunderstandableandclearallindetails.工单是维修修厂的工具具，是MB维修中心与与客户之间间的合同。。因此工单单的书写必必须十分清清楚而且易易懂。监控流程MonitoringJobProcessing终检FinalInspection为满足客户户期望：Toensurethisexpectationissatisfied:每一个客户户对维修厂厂有很高的的期望Everycustomerhasgotahighexpectationregardingthecraftsmanshipofworkshop.终检是必要要的FinalQualityControlisnecessary解释工作JobExplanation解释维修内内容及质量量报告Explainrepairandqualityreport将车辆及钥钥匙交与客客户Handovervehicleandkeystocustomer将客户带到到维修顾问问面前Transferofthecustomertotherespectiveserviceadvisor感谢客户并并道别Thankcustomerandsaygood-bye解释发票内内容Explainrepairinvoice迎接客户Greetcustomer提供给客户户的信息Whatinformationisgiventothecustomer?工作内容theworkcarriedoutonthevehicle发票内容thecompositionoftheinvoice终检结果thedefectsdiscoveredonthevehicle车辆的总体体情况thegeneraltechnicalconditionofthevehicle下次必做的的工作workthatmaybecomenecessarylaterReceptionProblems跟踪服务Follow-up交车后3天天后与客户户联系Contactcustomerlatestabout3daysafterhehastakenthevehicleback就每一项工工作结果讨讨论Discusstheresultswiththerespectiveserviceteams更新客户档档案Updatecustomerdatabase更正错误Initiatecorrectiveactions记录客户建建议Documentthecustomerscomments分析结果Analysetheresults服务顾问表表现评估SAPerformanceEvaluation1.主动动向客户推推荐，并根根据车间工工作情况进进行预约Handling&promotingofadvancebookingaccordingtoworkshopcapacity2.在客客户到来之之前准备预预约工单和和维修记录录PreparationofPre-orderwithhistorycardsbeforecustomervisit3.按到到达顺序接接待客户Dealingwithcustomersinorderofarrival4.迎迎接接及及问问候候客客户户Promptgreeting&attendancetocustomersuponarrival5.个个人人仪仪表表Appearanceoftheperson6.谈谈话话的的方方式式Styleofconversation服务务顾顾问问表表现现评评估估SAPerformanceEvaluation8.在在客客户户面面前前对对车车辆辆进进行行系系统统的的检检测测Vehicleinspection&systematiccheckinginthepresenceofcustomer9.诊诊断断的的正正确确性性Accuracyofdiagnosis10.主主动动推推荐荐保保养养维维修修项项目目Recommendserviceorrepairjobtocustomer11.向向顾顾客客提提供供价价格格与与交交车车时时间间的的估估算算Preparationofestimates&deadlines12.所所开开工工单单的的精精确确性性Veracityofgeneratingrepairorders7.仔仔细细倾倾听听并并认认真真记记录录客客户户的的要要求求及及对对故故障障的的描描述述Listeningcarefullytoandrecordingcustomer’’srequirementsanddescriptionsofvehicleproblem服务务顾顾问问表表现现评评估估SAPerformanceEvaluation15.交交车车时时对对客客户户的的关关注注Attendanceofcustomerduringvehicledelivery16.向向客客户户解解释释维维修修项项目目以以及及更更换换零零件件的的项项目目Explanationofrepairbills&partsreplacementtocustomers17.向向客客户户道道别别的的方方式式Finalgreetingapproach18.交交车车后后的的跟跟踪踪服服务务Follow-upservice/callstocustomeraftervehicledelivery14.交交车车前前进进行行检检查查PerformingofFinal/Qualitycontrol13.跟跟踪踪与与监监控控工工作作的的进进程程Follow-up&monitoringofworkinprogress服务务顾顾问问表表现现评评估估SAPerformanceEvaluation6.0客客户户关关怀怀CustomerCare5.0运运营营管管理理OperationsManagement4.0建建立立一一个个有效效的的结结构构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车间间流流程程WorkshopFlow帮助助服服务务中中心心理理解解车车间间流流程程ToassistServiceCentertounderstandoperatingprocessofJobFlowforworkshop.WorkshopFC1.JPG目的的PurposeControlRoom(6)GuardHouse(3)CustomerReceptionist(4)ServiceAdvisor(5)FinalControl(10)WashBay(11)

InvoiceClerk/WarrantyClerk(12)ServiceManger(13)Customer(2)GL/Foreman(8)

AdvanceBooking(1)Mechanic(7)Cashier(14)

PartsDepartment(9)SpareParts6.0客客户户关关怀怀CustomerCare5.0运运营营管管理理OperationsManagement4.0建建立立一一个个有效效的的结结构构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保修修流流程程WarrantyProcessFlowMechanic(5)PartsDepartment(7)Forman(6)Customer(1)ServiceAdvisor(2)ControlRoom(4)ServiceManager(3)WarrantyClerk(8)ControlRoom(9)FinalControl(10)ServiceManager(11)

WarrantyClerk(12)帮助助服服务务中中心心理理解解保保修修流流程程ToassistServiceCentertounderstandoperatingprocessofWarrantyClaim.WarrantyFC1.JPG目的的Purpose保修修流流程程WarrantyProcessFlow6.0客客户户关关怀怀CustomerCare5.0运运营营管管理理OperationsManagement4.0建建立立一一个个有效效的的结结构构OrganizinganOperationalStructure保修流程WarrantyProcessFlow时间和出勤记录Timeandattendancerecording单据的顺序OrderScheduling