奔驰服务计划流程培训.pptVIP

服务流程Service Procedure ;前台接待流程 Front Reception Program;客户是什么 What is 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%;前台接待流程 Front Reception Program;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;预约的好处： The advantage of Advance Booking;鼓励客户做预约 Encouraging Customers to Make Appointment;CR: Discuss with customer The scale of work Vehicle reception appointment;CR: 填写预约登记表 Fill in advance booking list;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;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: 终检是必要的 Final Quality Control is necessary;解释工作Job Explanation; 迎接客户 Greet customer;提供给客户的信息 What information is given to the customer? ;Reception;跟踪服务的目的Aims of the Follow-up ;维修顾问评估 Service Advisor Performance Evaluation;THANK YOU FOR YOUR KIND ATTENTION！