服务跟踪方法.ppt

Name/Abteilung DaimlerChrysler AG Introduction 介绍 Measure 措施 Brief Overview of Service Follow Up 服务跟踪一览 ECS Study 学习体会 ECS Study 学习体会 Service follow-up is a successful technique for increasing Customer Satisfaction服务跟踪是提高客户满意度的成功技巧 Effects of Customer Satisfaction 对客户满意度的影响 Difference between CSI/SFU 客户满意度与服务跟踪的区别 Difference between CSI/SFU 客户满意度与服务跟踪的区别 Calendar 日历 Overall Process for Service Follow Up 服务跟踪流程一览 Data Pool 数据库 Data Preparation Process 数据准备流程 SFU – Guidelines 客户跟踪基本方针 SFU – Guidelines 客户跟踪基本方针 Call Guideline 致电方针 SFU Criteria for Success 服务跟踪的成功关键 Reporting Evaluation Options 评估项目报告 Mercedes-Benz 梅赛德斯-奔驰 * TSOM – Service follow-up T/CXA Service, DNEA Mercedes-Benz (China) Ltd. T/CXA Service, DNEA Service Follow-up (SFU) 服务跟踪回访 Daimler Northeast Asia Ltd. By 2007 - worldwide No. 1 in Customer Satisfaction 梅赛德斯-奔驰，2007年客户满意度世界第一 An idea that has not yet been universally implemented, but which has already proven itself to be a successful procedure: 有一个方法并未普及，但已被证明成功而有效： Service Follow Up 服务跟踪 Main features and focus of SFU 主要关注对象: Commercial vehicles 商用车 Contact within 2-4 days after workshop visit 维修后2 至4 天 Structured telephone call (call guidelines) 电话联系方案 Established feedback/problem-solving process in the workshop 制定反馈/问题解决的流程 (return call, appointment agreement, etc.) If not, feedback for WS personnel/Service Advisor (SA)如不满意，反馈信息给服务顾问 Service Advisor solves the customer’s problem 服务顾问解决客户问题 Quick inquiry on  whether everything was done satisfactorily 快速询问客户是否满意 Customer is contacted by phone after a workshop visit 维修后电话联系客户 The SFU process 跟踪流程: Follow-upcontact? Customers which were called after service were considerably more satisfied in all countries. 在任何国家，维修服务后的客户回访会令客户感到满意 Satisfaction with service during the last workshop visit in dependence on a service follow-up 维修服务的满意度取决于服务跟踪 : Source: 2004 ECS Report Question 25_4 (Are you contacted by the workshop following service or repair to see if the work was