t奔驰服务流程培训介绍.ppt

服务流程Service Procedure Process and Quality Improvement Training Sep. Process and Quality Improvement Training Sep. 2003 Northern Star (Tianjin) Automobile Ltd. Co. Slide * Process and Quality Improvement Training Sep. 2003 Northern Star (Tianjin) Automobile Ltd. Co. Slide * 前台接待流程 Front Reception Program 维修顾问评估 Service Advisor Performance Evaluation 客户是什么 What is customer 客户期待的服务 The service customer expect 客户的权力 Right of the customer 我们服务的目的 Our aim of service 18% 68% 14% Source: Dr. Wolfgang Müller: Conference Customer satisfaction through service - 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