4s店售后管理制度（The 4S shop customer service management system）.docVIP

4s店售后管理制度（The 4S shop customer service management system） After sale service is an important part of the service of modern automobile maintenance enterprises. Good after-sales service, not only related to the quality of our products, integrity, but also related to whether customers can get real and complete satisfaction. For this reason, the system was formulated. (1) the after-sales service is handled by the sales department. (two) content of after service work. 1, collate customer data, establish customer files Clients send a car into the factory repair and maintenance, or advice to the company to negotiate the automotive technology services, through the relevant formalities or after the talks, the business department should be within two days of the customers about finishing tab and create a file, a file bag. Including customers: customer name, address, telephone, repair or visit date, repair vehicles, vehicle, vehicles, maintenance projects, maintenance cycle, the next time the maintenance period, customers expect service in the companys repair and maintenance records. 2, according to customer files, research customer needs Business personnel according to the customer data files, research on customer demand for auto repair and maintenance and related aspects of service, to find the next service, such as notification to inform the customer maintenance, customer participation in the companys activities, to the company the preferential activity, notice to customers on time into the factory repair or free detection etc.. 3, telephone and correspondence with customers, carry out tracking service Business staff through telephone contact, so that customers receive the following services: (1) ask the customer about the car and what about the service of the company; (2) asking the customer whether there is any new service requirement in the near future, I need the service of our company; (3) inform the relevant automobile operation knowledge and cautions; (4) to introduc