奔驰公司服务流程培训教程.pptx

服务流程Service Procedure 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顾客服务是在顾客心目中最重要的竞爭因素其他18%服务人员的态度缺乏主动性汽车服务效率低 14%68%Source: Dr. Wolfgang Müller: Conference Customer satisfaction through service - how? 前台接待流程Front Reception Program预约服务Advance Booking接待服务Reception Process初步检查Visual Inspection8 Steps确认工单Writing up Repair Order监控流程Monitoring Job Processing终检Final Inspection解释工作Job Explanation跟踪服务Follow-upReception1预约服务Advance Booking预