奔驰售后服务标准作业流程.技巧.pptVIP

建立一个有效的结构 Organizing an Operational Structure;?6.0???客户关怀 Customer Care;?6.0???客户关怀 Customer Care;预约服务 Advance Booking;预约服务Advance Booking;Reception;为客户提供友好的预约建议 Offer customer friendly booking date suggestions;目的 Purpose;预约的好处： The advantage of Advance Booking;接待服务Reception Process; 完整贴切的检查客户/车辆挡案 Check customer/ vehicle data on completeness/ rightness;目的 Purpose;初步检查Visual Inspection;The advantage of a visual inspection is that the SA can point out damage and faults to the customer and suggest appropriate remedies. He can also take the opportunity to draw attention to the state of wearing