奔驰售后服务作业流程课件.pptVIP

组织结构Organization建立一个有效的结构OrganizinganOperationalStructure

组织结构Organization前台接待8个步骤FrontRecep保ti修on流P程rocedure(8Steps)4.0建立一个有效的结构OrganizinganWarrantyProcessFlow时间和出勤记录Timeandattendance单据的顺序OperationalStructurerecordingOrde终r检Sch质e量du控lin制g/5.0运营管理OperationsManagementFinal/Qu车al间ity流C程ontrol返修工作流程WorkshopFlow资源控制6.0客户关怀CustomerCareReturnJobFlowChart出纳InventoryControlCashier

组织结构Organization前台接待8个步骤4.0建立一个有效的结构FrontReceptionProcedureOrganizinganOperationalStructure保修流程(8Steps)时间和出勤记录WarrantyProcessFlow5.0运营管理OperationsManagementTimeandattendance单据的顺序终检/质量控制recordingOrderScheduling流程Final/QualityControl6.0客户关怀CustomerCare资源控制WorkshopFlow出纳InventoryControlCashier

接待中心11.预约服务3.初步检测4.确认工单2.接待客户3.2.AdvanceBookingReceptionProcess4.VisualInspection5.IssuingRep接待中心Problem7.解释工作8.JobExplanation8.跟踪服务9.Follow-up5.监督工作进度6.Monitoring6.终检7.FinalInspection

1.预约服务AdvanceBooking2.接待服务ReceptionProcess3.初步检查VisualInspection4.确认工单WritingupRepairOrder5.监控流程MonitoringJobProcessing6.终检FinalInspection7.解释工作JobExplanation8.跟踪服务Follow-up

1.预约服务AdvanceBookingReception1

预订/储备所需零件Reserve/orderneededspareparts记录客户需求Registercustomerrequest持续利用车间生产力Ensurecontinuousworkshopcapacityutilisation为客户提供友好的预约建议Offercustomerfriendlybookingdatesuggestions考虑接车与车间生产力Considerreceptionandworkshopcapacityutilisation用预约工单形式准备接待客户Preparecustomersvisitbyopeningapre-order提供报价Providepriceestimate检查车辆历史以便做招回服务和返修Checkvehiclehistory机动灵活地处理客户Processcustomermobilityifrequiredforopenservicemeasures/repeatrepairs

预约流程AdvanceBookingFlowChart目的Purpose帮助服务中心理解前台预约流程ToassistServiceCentertounderstandoperatingprocessofAdvanceBookingatfrontline.ABFC1.JPG

预约的好处：TheadvantageofAdvanceBookingCustomerisreceptedontime服务速度提高SpeedofserviceimprovedPerfectCustomerCare

2.接待服务ReceptionProcess

迎接客户Greetcustomer处理工单Processworkshoprepairorder.灵活的处理客户Supportcustomerinthematerofmobility客户等待时的服务Lookafterth