汽车经销商标准服务流程讲解材料.pptVIP

The slide is about the forth step in the service process, On arrival – i.e. what to do when the customer arrives at the workshop. This time start with the some of the answers from the group work and relate them to the information in the slide. Explain that after opening the workshop order in the DMS system, the key issue is to confirm customer requirements and get the customer’s acceptance/commitment. This will help avoid misunderstandings leading to future customer dissatisfaction/complaints. Mention that the next step is to plan the further handling of the job in the workshop, which will be explored during the full day Advanced Module. Briefly show some of the examples of the content areas without going into too much detail. Describe that we have now come to the step of the service process – Vehicle Service and Repair. Explain how this step is very much about doing the work right, and more emphasize the importance of doing the work right the first time. Link this subject back to question no 4 of the group work, “What can we do when the truck is in the workshop?” and mention the importance of being on-time, stick to promises made etc. Emphasise that it is critical to remember to contact the customer before making any changes or assigning work to the agreed scope. If you find additional needs the customer must be informed and provided with the opportunity to decide on the work to be done before you do the job. If you want, link this back to the Second to None where informing the customer on additional work was a BENZ weakness. Mention that during the specialist module we will focus also on how to “sell” additional service opportunities. Briefly mention some examples of content in the Advanced Module. Explain that step 6 of the service process is again very much focused on direct customer contact. Mention the importance of having good control of internal processes, such as records on the job carried out, invoice preparation etc. All those points which