某汽车服务流程培训.pptxVIP

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;;前台接待流程 Front Reception Program;预约服务Advance Booking;;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??检查客户/车辆挡案 Check customer/ vehicle data on completeness/ rightness;;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? ;;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！;9、春去春又回，新桃换旧符。在那桃花盛开的地方，在这醉人芬芳的季节，愿你生活像春天一样阳光，心情像桃花一样美丽，日子像桃子一样甜蜜。12月-2012月-20Tuesday, December 29, 2020 10、人的志向通常和他们的能力成正比例。10:15:5410:15:5410:1512/29/2020 10:15:54 AM 11、夫学须志也，才须学也，非学无以广才，非志无以成学。12月-2010:15:5410:15Dec-2029-Dec-20 12、越是无能的人，越喜欢挑剔别人的错儿。10:15:5410:15:5410:15Tuesday, December 29, 2020 13、志不立，天下无可成之事。12月-2012月-2010:15:5410:15:54December 29, 2020 14、Thank you very much for taking me with you on that splendid outing to London. It was the first time that I had seen the Tower or any of the other famous sights. If Id gone alone, I couldnt have seen nearly as much, because