奔驰售后服务标准作业流程.复习课程.ppt

建立一个有效的结构 Organizing an Operational Structure;?6.0???客户关怀 Customer Care;预约服务 Advance Booking;预约服务Advance Booking;Reception;为客户提供友好的预约建议 Offer customer friendly booking date suggestions;目的 Purpose;预约的好处： The advantage of Advance Booking;接待服务Reception Process; 完整贴切的检查客户/车辆挡案 Check customer/ vehicle data on completeness/ rightness;目的 Purpose;初步检查Visual Inspection;The advantage of a visual inspection is that the SA can point out damage and faults to the customer and suggest appropriate remedies. He can also take the opportunity to draw attention to the state of wearing parts (e.g. worn tires) of which the customer may not have aware. ;确认工单Writing up Repair Order;The repair order is an instrument for the workshop, which also can be seen use as contract between Mercedes-Benz-Branch and customers. Therefore it has to be created understandable and clear all in details. ;监控流程Monitoring Job Processing;终检Final Inspection;为满足客户期望： To ensure this expectation is satisfied:;解释工作Job Explanation; 解释维修内容及质量报告 Explain repair and quality report;提供给客户的信息 What information is given to the customer? ;Reception; 交车后3天后与客户联系 Contact customer latest about 3 days after he has taken the vehicle back;服务顾问表现评估 SA Performance Evaluation;1. 主动向客户推荐，并根据车间工作情况进行预约 Handling promoting of advance booking according to workshop capacity;8. 在客户面前对车辆进行系统的检测 Vehicle inspection systematic checking in the presence of customer ;15. 交车时对客户的关注 Attendance of customer during vehicle delivery;?6.0???客户关怀 Customer Care; 帮助服务中心理解车间流程 To assist Service Center to understand operating process of Job Flow for workshop. WorkshopFC1.JPG ;?6.0???客户关怀 Customer Care; Mechanic (5) ;?6.0???客户关怀 Customer Care;目的Purpose;?6.0???客户关怀 Customer Care;返修工作流程 Return Job Flow Chart;THANK YOU FOR YOUR KIND ATTENTION！;讨论 根据我们的标准流程,请列出你认为最重要/最不重要的3个步骤