奔馳售后流程

1、建立一個有效的結(jié)構(gòu) Organizing an Operational Structure,6.0客戶關(guān)懷 Customer Care,5.0運營管理 Operations Management,前臺接待8個步驟 Front Reception Procedure (8 Steps),保修流程 Warranty Process Flow,時間和出勤記錄 Time and attendance recording,4.0建立一個 有效的結(jié)構(gòu) Organizing an Operational Structure,單據(jù)的順序 Order Scheduling,終檢/ 質(zhì)量控制 Final/Qual

2、ity Control,車間流程 Workshop Flow,返修工作流程 Return Job Flow Chart,資源控制 Inventory Control,出納 Cashier,6.0客戶關(guān)懷 Customer Care,5.0運營管理 Operations Management,4.0建立一個 有效的結(jié)構(gòu) Organizing an Operational Structure,前臺接待8個步驟 Front Reception Procedure (8 Steps),預約服務Advance Booking,接待服務Reception Process,初步檢查Visual Inspec

3、tion,監(jiān)控流程Monitoring Job Processing,確認工單Writing up Repair Order,終檢Final Inspection,解釋工作Job Explanation,跟蹤服務Follow-up,8 Steps,預約服務Advance Booking,為客戶提供友好的預約建議 Offer customer friendly booking date suggestions,持續(xù)利用車間生產(chǎn)力 Ensure continuous workshop capacity utilisation,考慮接車與車間生產(chǎn)力 Consider reception and wo

4、rkshop capacity utilisation,機動靈活地處理客戶 Process customer mobility if required,記錄客戶需求 Register customer request,預訂/儲備所需零件 Reserve/ order needed spare parts,檢查車輛歷史以便做招回服務和返修 Check vehicle history for open service measures/ repeat repairs,用預約工單形式準備接待客戶 Prepare customers visit by opening a pre-order,提供報價

5、Provide price estimate,目的 Purpose,幫助服務中心理解前臺預約流程 To assist Service Center to understand operating process of Advance Booking at frontline. ABFC1.JPG,預約流程 Advance Booking Flow Chart,預約的好處： The advantage of Advance Booking,客戶被按時接待 Customer is recepted on time,服務速度提高 Speed of service improved,客戶得到周到的服務

6、 Perfect Customer Care,鼓勵客戶做預約 Encouraging Customers to Make Appointment,接待服務Reception Process,完整貼切的檢查客戶/車輛擋案 Check customer/ vehicle data on completeness/ rightness,處理工單 Process workshop repair order.,靈活的處理客戶 Support customer in the mater of mobility,確認工作范圍 Determine and register scope of service/

7、repair,迎接客戶 Greet customer,客戶等待時的服務 Look after the customer during the waiting period,交車時間 Determine repair deadline,檢查車輛歷史以便做招回服務和返修 Check vehicle history for open service measures/ repeat repairs,目的 Purpose,幫助服務中心理解前臺接待流程 To assist Service Center to understand operating process of Reception at fro

8、ntline. RPFC1.JPG,接待流程 Reception Process Flow Chart,初步檢查Visual Inspection,與客戶一起進行檢測 Execute pre-diagnose together with the customer,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 t

9、o draw attention to the state of wearing parts (e.g. worn tires) of which the customer may not have aware.,初檢的好處是維修顧問可以指出故障并提出建議。同時他可以對客戶不注意的易損件進行檢查。,確認工單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 an

10、d customers. Therefore it has to be created understandable and clear all in details.,工單是維修廠的工具，是MB維修中心與客戶之間的合同。因此工單的書寫必須十分清楚而且易懂。,監(jiān)控流程Monitoring Job Processing,終檢Final Inspection,為滿足客戶期望： To ensure this expectation is satisfied:,每一個客戶對維修廠有很高的期望 Every customer has got a high expectation regarding the

11、 craftsmanship of workshop.,終檢是必要的 Final Quality Control is necessary,解釋工作Job Explanation,解釋維修內(nèi)容及質(zhì)量報告 Explain repair and quality report,將車輛及鑰匙交與客戶 Hand over vehicle and keys to customer,將客戶帶到維修顧問面前 Transfer of the customer to the respective service advisor,感謝客戶并道別 Thank customer and say good-bye,解釋發(fā)

12、票內(nèi)容 Explain repair invoice,迎接客戶 Greet customer,提供給客戶的信息 What information is given to the customer?,工作內(nèi)容 the work carried out on the vehicle 發(fā)票內(nèi)容 the composition of the invoice 終檢結(jié)果 the defects discovered on the vehicle 車輛的總體情況 the general technical condition of the vehicle 下次必做的工作 work that may beco

13、me necessary later,跟蹤服務Follow-up,交車后3天后與客戶聯(lián)系 Contact customer latest about 3 days after he has taken the vehicle back,就每一項工作結(jié)果討論 Discuss the results with the respective service teams,更新客戶檔案 Update customer database,更正錯誤 Initiate corrective actions,記錄客戶建議 Document the customers comments,分析結(jié)果 Analyse

14、the results,服務顧問表現(xiàn)評估 SA Performance Evaluation,1. 主動向客戶推薦，并根據(jù)車間工作情況進行預約 Handling & promoting of advance booking according to workshop capacity,2. 在客戶到來之前準備預約工單和維修記錄 Preparation of Pre-order with history cards before customer visit,3. 按到達順序接待客戶 Dealing with customers in order of arrival,4. 迎接及問候客戶 Pr

15、ompt greeting & attendance to customers upon arrival,5. 個人儀表 Appearance of the person,6. 談話的方式 Style of conversation,服務顧問表現(xiàn)評估 SA Performance Evaluation,8. 在客戶面前對車輛進行系統(tǒng)的檢測 Vehicle inspection & systematic checking in the presence of customer,9. 診斷的正確性 Accuracy of diagnosis,10. 主動推薦保養(yǎng)維修項目 Recommend ser

16、vice or repair job to customer,11. 向顧客提供價格與交車時間的估算 Preparation of estimates & deadlines,12. 所開工單的精確性 Veracity of generating repair orders,7. 仔細傾聽并認真記錄客戶的要求及對故障的描述 Listening carefully to and recording customers requirements and descriptions of vehicle problem,服務顧問表現(xiàn)評估 SA Performance Evaluation,15. 交車

17、時對客戶的關(guān)注 Attendance of customer during vehicle delivery,16. 向客戶解釋維修項目以及更換零件的項目 Explanation of repair bills & parts replacement to customers,17. 向客戶道別的方式 Final greeting approach,18. 交車后的跟蹤服務 Follow-up service/ calls to customer after vehicle delivery,14. 交車前進行檢查 Performing of Final/ Quality control,13

18、. 跟蹤與監(jiān)控工作的進程 Follow-up & monitoring of work in progress,服務顧問表現(xiàn)評估 SA Performance Evaluation,6.0客戶關(guān)懷 Customer Care,5.0運營管理 Operations Management,4.0建立一個 有效的結(jié)構(gòu) Organizing an Operational Structure,車間流程 Workshop Flow,幫助服務中心理解車間流程 To assist Service Center to understand operating process of Job Flow for workshop. WorkshopFC1.JPG,目的Purpose,6.0客戶關(guān)懷 Customer Care,5.0運營管理 Operations Management,4.0建立一個 有效的結(jié)構(gòu) Organizing an Operational Structure,保修流程 Warranty Process Flow,幫助服務中心理解保修流程 To assist Service Cent