SA在汽车售后服务中的重要作用毕业论文.docVIP

PAGE 毕 业 设 计 文 件 SA在汽车售后服务中的重要作用 摘 要 随着汽车工业的迅速发展，21世纪是一个对汽车行业充满挑战的时代，汽车维修的售后服务是汽车流通领域的一个重要环节，作为汽车销售经营的重要组成部分，是生产商与客户沟通、联系的一个纽带。生产商可以通过它与客户的关系更加紧密，树立企业的形象，提高产品的信誉，扩大产品的影响，培养客户的忠诚度。客户在关注汽车价格的同时，也更加关注我们专营店的售后服务质量。SA素质和服务水平是提升公司的品牌知名度和美誉度的关键因素，因此本文主要介绍SA的主要工作流程，说明SA在售后服务这一环节中起着重要的作用。 关键词: SA ； 流程 ； 作用 Abstract With the rapid development of automobile industry, the 21st century automotive industry is a challenging era, vehicle maintenance automotive flow of after-sales service is an important part of the field, as a car sales business an important part of the manufacturers of communication with customers Contact a link. The manufacturer can, through its relationship with customers more closely and establish a corporate image, and increase the credibility of the impact of the expansion of products and cultivate customer loyalty. Customers concerned about the prices of motor vehicles at the same time, we also pay more attention to quality after-sales service franchise stores. SA quality and level of service is to enhance the companys brand awareness and reputation of the key factors, this paper introduces the main workflow SA on the part of SA in the after-sales service plays an important role. Key words: SA ； Process ； Role 目 录 TOC \o 1-2 \h \z \u HYPERLINK \l _Toc232922377 引 言 PAGEREF _Toc232922377 \h 1 HYPERLINK \l _Toc232922378 1.单位介绍 PAGEREF _Toc232922378 \h 2 HYPERLINK \l _Toc232922379 1.1企业发展历史 PAGEREF _Toc232922379 \h 2 HYPERLINK \l _Toc232922380 1.2以往业绩 PAGEREF _Toc232922380 \h 2 HYPERLINK \l _Toc232922381 2. SA的作用 PAGEREF _Toc232922381 \h 3 HYPERLINK \l _Toc232922382 2.1 SA是联系客户和维修厂之间的纽带 PAGEREF _Toc232922382 \h 3 HYPERLINK \l _Toc232922383 2.2 SA要提供良好的服务，以维持客户对维修厂的良好印象及忠诚度 PAGEREF _Toc232922383 \h 4 HYPERLINK \l _Toc232922384 3. SA的接待标准 PAGEREF _Toc232922384 \h 4 HYPERLINK \l _Toc232922385 3.1 SA的工作流程 PAGEREF _Toc232922385 \h 4 HYPERLINK \l _Toc232922386 3.2处理客户抱怨 PAGEREF _Toc232922386 \h 8 HYPERLINK \l _Toc232922387 3.