一汽丰田服务流程-公开课件（讲义）.pptVIP

3. 工作要求 10. 总结 问候到店顾客. 表现礼貌和尊重. 倾听和运用现地现物 (环车检查)确定顾客需求. 对维修作业应获得技术支持 (诊断技师或同级)确保一次性修复. 顾客期望在工单签名前能够获得详细的工作说明 (清晰而准确的说明). 维修工单记录顾客原话. 引导顾客到休息室 (如果是在店等候). 附录 环车检查 环车检查 环车检查的目的： 1. 目标 质量检查是 Kodawari 项目 1. 目标 1. 目标 Key Point: Say: From this slide, you can see where the subjects have been transferred from old TSA21 to New TSA21. Yellow shows the reinforced content while beige shows newly-developed content. The key points of the reinforced and newly-developed items are… (read the points) Do: Note: Key Point: Say: From this slide, you can see where the subjects have been transferred from old