某汽车公司服务流程培训教程

服务流程

ServiceProcedure

ProcessandQualityImprovementTrainingSep.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Ouraimofservice提供令客户满意的服务TosatisfyCustomer18%

68%14%Source:Dr.WolfgangMüller:Conference"Customersatisfactionthroughservice-how?"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FrontReceptionProgram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服务速度提高高Speedofserviceimproved客户得到周到的服务PerfectCustomerCare鼓励客户做预预约EncouragingCustomerstoMakeAppointmentCR:DiscusswithcustomerThescaleofworkVehiclereceptionappointment客户打电话CustomercallsinCR:问候候GreetingsCR:询问问客户需要什什么服务Askcustomerhowcanbehelped客户作预约CustomerbooksinvehicleSA:Repeatmainpointsofconversationforconfirmation其他服务紧急急情况OtherServiceorEmergency引至维修顾问问处或其他部部门AssigntoonefreeSA/OtherDepartmentCR:需要要维修顾问的的技术支持？？AssigntooneSAfortechnicalsupportnecessary?SA:DiscusswithcustomerThescaleofworkVehiclereceptionappointmentCR:RepeatmainpointsofconversationforconfirmationSA:ReturnthecalltoCRNoYesDraftCR: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Closing接待服务ReceptionProcess完整贴切的检检查客户/车车辆挡案Checkcustomer/vehicledataoncompleteness/rightness处理工单Processworkshoprepairorder.与客户一起进进行检测Executeinteractivereceptionwithpre-diagnosetogetherwiththecustomer灵活的处理客客户Supportcustomerinthematerofmobility确认工作范围围Determineandregisterscopeofservice/repair迎接客户Greetcustomer客户等待时的的服务Lookafterthecustomerduringthewaitingperiod交车时间Determinerepairdeadline接待的目的AimsofReception检查车辆历史史以便做招回回服务和返修修Checkvehiclehistoryforopenservicemeasures/repeatrepairs初步检查VisualInspectionTheadvantageofavisualinspectionisthattheSAcanpointoutdamageandfaultstothecustomerandsuggestappropriateremedies.Hecanalsotaketheopportunitytodrawattentiontothestateofwearingparts(e.g.worntires)ofwhichthecustomermaynothaveaware.初检的好处是是维修顾问可可以指出故障障并提出建议议。同时他可可以对客户不不注意的易损损件进行检查查。确认工单WritingupRepairOrderTherepairorderisaninstrumentfortheworkshop,whichalsocanbeseenuseascontractbetweenMercedes-Benz-Branchandcustomers.Thereforeithastobecreatedunderstandableandclearallindetails.工单是维修厂厂的工具，是是MB维修中心与客客户之间的合合同。因此工工单的书写必必须十分清楚楚而且易懂。。监控流程MonitoringJobProcessing终检FinalInspection为满足客户期期望：Toensurethisexpectationissatisfied:终检是必要的的FinalQualityControlisnecessary每一个客户对对维修厂有很很高的期望Everycustomerhasgotahighexpectationregardingthecraftsmanshipofworkshop.解释工作JobExplanation迎接客户Greetcustomer解释发票内容容Explainrepairinvoice解释维修内容容及质量报告告Explainrepairandqualityreport将车辆及钥匙匙交与客户Handovervehicleandkeystocustomer将客户带到维维修顾问面前前Transferofthecustomertotherespectiveserviceadvisor感谢客户并道道别Thankcustomerandsaygood-bye提供给客户的的信息Whatinformationisgiventothecustomer?工作内容theworkcarriedoutonthevehicle发票内容thecompositionoftheinvoice终检结果thedefectsdiscoveredonthevehicle车辆的总体情情况thegeneraltechnicalconditionofthevehicle下次必做的工工作workthatmaybecomenecessarylaterReceptionProblems跟踪服务Follow-up跟踪服务的目目的AimsoftheFollow-up交车后3天之之内与客户联联系Contactcustomerlatestabout3daysafterhehastakenthevehicleback就每一项工作作结果讨论Discusstheresultswiththerespectiveserviceteams更新客户档案案Updatecustomerdatabase更正错误Initiatecorrectiveactions记录客户建议议Documentthecustomerscomments分析结果Analysetheresults维修顾问评估估ServiceAdvisorPerformanceEvaluationTHANKYOUFORYOURKINDATTENTION！9、静夜夜四无无邻，，荒居居旧业业贫。。。1月-231月-23Thursday,January5,202310、雨雨中中黄黄叶叶树树，，灯灯下下白白头头人人。。。。22:56:5522:56:5522:561/5/202310:56:55PM11、以我独独沈久，，愧君相相见频。。。1月-2322:56:5522:56Jan-2305-Jan-2312、故人江海别别，几度隔山山川。。22:56:5522:56:5522:56Thursday,January5,202313、乍见翻疑疑梦，相悲悲各问年。。。1月-231月-2322:56:5522:56:55January5,202314、他乡生白白发，旧国国见青山。。。05一月月202310:56:55下下午22:56:551月-2315、比比不不了了得得就就不不比比，，得得不不到到的的就就不不要要。。。。。一月月2310:56下下午午1月月-2322:56January5,202316、行行动动出出成成果果，，工工作作出出财财富富。。。。2023/1/522:56:5522:56:5505January202317、做前前，能能够环环视四四周；；做时时，你你只能能或者者最好好沿着着以脚脚为起起点的的射线线向前前。。。10:56:55下下午午10:56下下午22:56:551月-239、没没有有失失败败，，只只有有暂暂时时停停止止成成功功！！。。1月月-231月月-23Thursday,January5,202310、很很多多事事情情努努力力了了未未必必有有结结果果，，但但是是不不努努力力却却什什么么改改变变也也没没有有。。。。22:56:5522:56:5522:561/5/202310:56:55PM11、成功就就是日复复一日那那一点点点小小努努力的积积累。。。1月-2322:56:5522:56Jan-2305-Jan-2312、世间成成事，不不求其绝绝对圆满满，留一一份不足足，可得得无限完完美。。。22:56:5522:56:5522:56Thursday,January5,202313、不知知香积积寺，，数里里入云云峰。。。1月-231月-2322:56:5522:56:55January5,202314、意志坚强强的人能把把世界放在在手中像泥泥块一样任任意揉捏。。05一月月202310:56:55下下午22:56:551月-2315、楚塞三湘湘接，荆门门九派通。。。。一月2310:56下午1月-2322:56January5,202316、少少年年十十五五二二十十时时，，步步行行夺夺得得胡胡马马骑骑。。。。2023/1/522:56:5522:56:5505January202317、空空山山新新雨雨后后，，天天气气晚晚来来秋秋。。。。10:56:55下下午午10:56下下午午22:56:551月月-239、杨柳散和风风，青山澹吾吾虑。。1月-231月-23Thursday,January5,202310、阅读读一切切好书书如同同和过过去最最杰出出的人人谈话话。22:56:5522:56:5522:561/5/202310:56:55PM11、越是没有有本领的就就越加自命命不凡。1月-2322:56:5522:56Jan-2305-Jan-2312、越是无能能的