某汽車(chē)公司服務(wù)流程培訓(xùn)教程

服務(wù)流程

ServiceProcedure

ProcessandQualityImprovementTrainingSep.前臺(tái)接待流程FrontReceptionProgram維修顧問(wèn)評(píng)估ServiceAdvisorPerformanceEvaluation客戶(hù)是什么Whatiscustomer客戶(hù)期待的服務(wù)Theservicecustomerexpect客戶(hù)的權(quán)力Rightofthecustomer我們服務(wù)的目的Ouraimofservice提供令客戶(hù)滿(mǎn)意的服務(wù)TosatisfyCustomer18%

68%14%Source:Dr.WolfgangMüller:Conference"Customersatisfactionthroughservice-how?"其他顧客服務(wù)是在顧客心目中最重要的競(jìng)爭(zhēng)因素服務(wù)人員的態(tài)度缺乏主動(dòng)性效率低服務(wù)汽車(chē)前臺(tái)接待流程FrontReceptionProgram預(yù)約服務(wù)AdvanceBooking接待服務(wù)ReceptionProcess初步檢查VisualInspection監(jiān)控流程MonitoringJobProcessing確認(rèn)工單WritingupRepairOrder終檢FinalInspection解釋工作JobExplanation跟蹤服務(wù)Follow-up8StepsReception1預(yù)約服務(wù)AdvanceBooking為客戶(hù)提供友好的預(yù)約建議

Offercustomerfriendlybookingdatesuggestions

持續(xù)利用車(chē)間生產(chǎn)力Ensurecontinuousworkshopcapacityutilisation考慮接車(chē)與車(chē)間生產(chǎn)力

Considerreceptionandworkshopcapacityutilisation機(jī)動(dòng)靈活地處理客戶(hù)Processcustomermobilityifrequired記錄客戶(hù)需求

Registercustomerrequest

預(yù)訂/儲(chǔ)備所需零件Reserve/orderneededspareparts檢查車(chē)輛歷史以便做招回服務(wù)和返修

Checkvehiclehistoryforopenservicemeasures/repeatrepairs

用預(yù)約工單形式準(zhǔn)備接待客戶(hù)Preparecustomersvisitbyopeningapre-order

提供報(bào)價(jià)Providepriceestimate預(yù)約的目的AimsofAdvanceBooking預(yù)約的好處：TheadvantageofAdvanceBooking客戶(hù)被按時(shí)接待Customerisreceptedontime服務(wù)速度提高高Speedofserviceimproved客戶(hù)得到周到的服務(wù)PerfectCustomerCare鼓勵(lì)客戶(hù)做預(yù)預(yù)約EncouragingCustomerstoMakeAppointmentCR:DiscusswithcustomerThescaleofworkVehiclereceptionappointment客戶(hù)打電話(huà)CustomercallsinCR:問(wèn)候候GreetingsCR:詢(xún)問(wèn)問(wèn)客戶(hù)需要什什么服務(wù)Askcustomerhowcanbehelped客戶(hù)作預(yù)約CustomerbooksinvehicleSA:Repeatmainpointsofconversationforconfirmation其他服務(wù)緊急急情況OtherServiceorEmergency引至維修顧問(wèn)問(wèn)處或其他部部門(mén)AssigntoonefreeSA/OtherDepartmentCR:需要要維修顧問(wèn)的的技術(shù)支持？？AssigntooneSAfortechnicalsupportnecessary?SA:DiscusswithcustomerThescaleofworkVehiclereceptionappointmentCR:RepeatmainpointsofconversationforconfirmationSA:ReturnthecalltoCRNoYesDraftCR:填寫(xiě)預(yù)約登記表FillinadvancebookinglistCR/SA:準(zhǔn)備預(yù)約工單PreparePre-orderCR/SA:準(zhǔn)備預(yù)約內(nèi)容Preparationforappointment完成Closing接待服務(wù)ReceptionProcess完整貼切的檢檢查客戶(hù)/車(chē)車(chē)輛擋案Checkcustomer/vehicledataoncompleteness/rightness處理工單Processworkshoprepairorder.與客戶(hù)一起進(jìn)進(jìn)行檢測(cè)Executeinteractivereceptionwithpre-diagnosetogetherwiththecustomer靈活的處理客客戶(hù)Supportcustomerinthematerofmobility確認(rèn)工作范圍圍Determineandregisterscopeofservice/repair迎接客戶(hù)Greetcustomer客戶(hù)等待時(shí)的的服務(wù)Lookafterthecustomerduringthewaitingperiod交車(chē)時(shí)間Determinerepairdeadline接待的目的AimsofReception檢查車(chē)輛歷史史以便做招回回服務(wù)和返修修Checkvehiclehistoryforopenservicemeasures/repeatrepairs初步檢查VisualInspectionTheadvantageofavisualinspectionisthattheSAcanpointoutdamageandfaultstothecustomerandsuggestappropriateremedies.Hecanalsotaketheopportunitytodrawattentiontothestateofwearingparts(e.g.worntires)ofwhichthecustomermaynothaveaware.初檢的好處是是維修顧問(wèn)可可以指出故障障并提出建議議。同時(shí)他可可以對(duì)客戶(hù)不不注意的易損損件進(jìn)行檢查查。確認(rèn)工單WritingupRepairOrderTherepairorderisaninstrumentfortheworkshop,whichalsocanbeseenuseascontractbetweenMercedes-Benz-Branchandcustomers.Thereforeithastobecreatedunderstandableandclearallindetails.工單是維修廠(chǎng)廠(chǎng)的工具，是是MB維修中心與客客戶(hù)之間的合合同。因此工工單的書(shū)寫(xiě)必必須十分清楚楚而且易懂。。監(jiān)控流程MonitoringJobProcessing終檢FinalInspection為滿(mǎn)足客戶(hù)期期望：Toensurethisexpectationissatisfied:終檢是必要的的FinalQualityControlisnecessary每一個(gè)客戶(hù)對(duì)對(duì)維修廠(chǎng)有很很高的期望Everycustomerhasgotahighexpectationregardingthecraftsmanshipofworkshop.解釋工作JobExplanation迎接客戶(hù)Greetcustomer解釋發(fā)票內(nèi)容容Explainrepairinvoice解釋維修內(nèi)容容及質(zhì)量報(bào)告告Explainrepairandqualityreport將車(chē)輛及鑰匙匙交與客戶(hù)Handovervehicleandkeystocustomer將客戶(hù)帶到維維修顧問(wèn)面前前Transferofthecustomertotherespectiveserviceadvisor感謝客戶(hù)并道道別Thankcustomerandsaygood-bye提供給客戶(hù)的的信息Whatinformationisgiventothecustomer?工作內(nèi)容theworkcarriedoutonthevehicle發(fā)票內(nèi)容thecompositionoftheinvoice終檢結(jié)果thedefectsdiscoveredonthevehicle車(chē)輛的總體情情況thegeneraltechnicalconditionofthevehicle下次必做的工工作workthatmaybecomenecessarylaterReceptionProblems跟蹤服務(wù)Follow-up跟蹤服務(wù)的目目的AimsoftheFollow-up交車(chē)后3天之之內(nèi)與客戶(hù)聯(lián)聯(lián)系Contactcustomerlatestabout3daysafterhehastakenthevehicleback就每一項(xiàng)工作作結(jié)果討論Discusstheresultswiththerespectiveserviceteams更新客戶(hù)檔案案Updatecustomerdatabase更正錯(cuò)誤Initiatecorrectiveactions記錄客戶(hù)建議議Documentthecustomerscomments分析結(jié)果Analysetheresults維修顧問(wèn)評(píng)估估ServiceAdvisorPerformanceEvaluationTHANKYOUFORYOURKINDATTENTION！9、靜夜夜四無(wú)無(wú)鄰，，荒居居舊業(yè)業(yè)貧。。。1月-231月-23Thursday,January5,202310、雨雨中中黃黃葉葉樹(shù)樹(shù)，，燈燈下下白白頭頭人人。。。。22:56:5522:56:5522:561/5/202310:56:55PM11、以我獨(dú)獨(dú)沈久，，愧君相相見(jiàn)頻。。。1月-2322:56:5522:56Jan-2305-Jan-2312、故人江海別別，幾度隔山山川。。22:56:5522:56:5522:56Thursday,January5,202313、乍見(jiàn)翻疑疑夢(mèng)，相悲悲各問(wèn)年。。。1月-231月-2322:56:5522:56:55January5,202314、他鄉(xiāng)生白白發(fā)，舊國(guó)國(guó)見(jiàn)青山。。。05一月月202310:56:55下下午22:56:551月-2315、比比不不了了得得就就不不比比，，得得不不到到的的就就不不要要。。。。。一月月2310:56下下午午1月月-2322:56January5,202316、行行動(dòng)動(dòng)出出成成果果，，工工作作出出財(cái)財(cái)富富。。。。2023/1/522:56:5522:56:5505January202317、做前前，能能夠環(huán)環(huán)視四四周；；做時(shí)時(shí)，你你只能能或者者最好好沿著著以腳腳為起起點(diǎn)的的射線(xiàn)線(xiàn)向前前。。。10:56:55下下午午10:56下下午22:56:551月-239、沒(méi)沒(méi)有有失失敗敗，，只只有有暫暫時(shí)時(shí)停停止止成成功功！！。。1月月-231月月-23Thursday,January5,202310、很很多多事事情情努努力力了了未未必必有有結(jié)結(jié)果果，，但但是是不不努努力力卻卻什什么么改改變變也也沒(méi)沒(méi)有有。。。。22:56:5522:56:5522:561/5/202310:56:55PM11、成功就就是日復(fù)復(fù)一日那那一點(diǎn)點(diǎn)點(diǎn)小小努努力的積積累。。。1月-2322:56:5522:56Jan-2305-Jan-2312、世間成成事，不不求其絕絕對(duì)圓滿(mǎn)滿(mǎn)，留一一份不足足，可得得無(wú)限完完美。。。22:56:5522:56:5522:56Thursday,January5,202313、不知知香積積寺，，數(shù)里里入云云峰。。。1月-231月-2322:56:5522:56:55January5,202314、意志堅(jiān)強(qiáng)強(qiáng)的人能把把世界放在在手中像泥泥塊一樣任任意揉捏。。05一月月202310:56:55下下午22:56:551月-2315、楚塞三湘湘接，荊門(mén)門(mén)九派通。。。。一月2310:56下午1月-2322:56January5,202316、少少年年十十五五二二十十時(shí)時(shí)，，步步行行奪奪得得胡胡馬馬騎騎。。。。2023/1/522:56:5522:56:5505January202317、空空山山新新雨雨后后，，天天氣氣晚晚來(lái)來(lái)秋秋。。。。10:56:55下下午午10:56下下午午22:56:551月月-239、楊柳散和風(fēng)風(fēng)，青山澹吾吾慮。。1月-231月-23Thursday,January5,202310、閱讀讀一切切好書(shū)書(shū)如同同和過(guò)過(guò)去最最杰出出的人人談話(huà)話(huà)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