汽车售后服务流程知识研讨.ppt

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 * 汽车售后服务流程Service Procedure Process and Quality Improvement Training Sep. 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 提供令客户满意的服务 To satisfy Customer 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 服务人员的态度 缺乏主动性 效率低 服务 汽车 前台接待流程 Front Reception Program Reception 1 预约服务Advance Booking 为客户提供友好的预约建议 Offer customer friendly booking date suggestions 持续利用车间生产力 Ensure continuous workshop capacity utilisation 考虑接车与车间生产力 Consider reception and workshop capacity utilisation 机动灵活地处理客户 Process customer mobility if required 记录客户需求 Register customer request 预订/储备所需零件 Reserve/ order needed spare parts 检查车辆历史以便做招回服务和返修 Check vehicle history for open service measures/ repeat repairs 用预约工单形式准备接待客户 Prepare customers visit by opening a pre-order 提供报价 Provide price estimate 预约的目的 Aims of Advance Booking 预约的好处： The advantage of Advance Booking 客户被按时接待 Customer is recepted on time 服务速度提高 Speed of service improved 客户得到周到的服务 Perfect Customer Care 鼓励客户做预约 Encouraging Customers to Make Appointment CR: Discuss with customer The scale of work Vehicle reception appointment 客户打电话 Customer calls in CR: 问候Greetings CR: 询问客户需要什么服务 Ask customer how can be helped 客户作预约 Customer books in vehicle SA: Repeat main points of conversation for confirmation 其他服务紧急情况 Other Service or Emergency 引至维修顾问处或其他部门Assign to one free SA/ Other Department CR: 需要维修顾问的技术支持？Assign to one SA for technical support necessary? SA: Discuss with customer The scale of work Vehicle reception appointment CR: Repeat main points of conversation for confirmation SA: Return the call to CR