汽车售后服务流程.pptxVIP

汽车售后服务流程第1页/共35页 前台接待流程Front Reception Program维修顾问评估Service Advisor Performance Evaluation第2页/共35页 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第3页/共35页 我们服务的目的Our aim of service第4页/共35页 提供令客户满意的服务To satisfy Customer第5页/共35页 18% 68%14%Source: Dr. Wolfgang Müller: Conference Customer satisfaction through service - how? 其他顾客服务是在顾客心目中最重要的竞爭因素服务人员的态度缺乏主动性效率低服务汽车第6页/共35页 前台接待流程Front Reception Program第7页/共35页 第8页/共35页 预约服务Advance Booking接待服务Reception Process初步检查Visual Inspection监控流程Monitoring Job Processing确认工单Writing up Repair Order终检Final Inspection解释工作Job Explanation跟踪服务Follow-up8 Steps第9页/共35页 Reception1预约服务Advance Booking第10页/共35页 为客户提供友好的预约建议 Offer customerfriendly booking datesuggestions 持续利用车间生产力Ensure continuousworkshop capacityutilisation考虑接车与车间生产力 Consider receptionand workshop capacity utilisation机动灵活地处理客户Process customermobility if required记录客户需求 Registercustomer request 预订/储备所需零件Reserve/ order neededspare parts检查车辆历史以便做招回服务和返修 Check vehicle historyfor open service measures/ repeat repairs 用预约工单形式准备接待客户Prepare customersvisit by opening apre-order 提供报价 Provide price estimate预约的目的Aims of Advance Booking第11页/共35页 预约的好处：The advantage of Advance Booking客户被按时接待Customer is recepted on time服务速度提高Speed of service improved客户得到周到的服务Perfect Customer Care第12页/共35页 鼓励客户做预约Encouraging Customers to Make Appointment第13页/共35页 CR: Discuss with customerThe scale of workVehicle reception appointment客户打电话Customer calls inCR: 问候GreetingsCR: 询问客户需要什么服务Ask customer how can be helped客户作预约Customer books in vehicleSA: Repeat main points of conversation for confirmation其他服务紧急情况Other Service or Emergency引至维修顾问处或其他部门Assign to one free SA/Other DepartmentCR: 需要维修顾问的技术支持？Assign to one SA for technical support necessary?SA: Discuss with customerThe scale of workVehicle reception appointmentCR: Repeat main points of conversation for confirmationSA: Return the call to CRNoYesDraft第14页/共35页 CR: 填写预约登记表Fill in advance booking listCR/ SA: 准备预约工单Prep