奔驰汽车售后服务标准作业流程培训教材38页

建立一个有效的结构建立一个有效的结构Organizing an Operational Structure 6.0 客户关怀客户关怀Customer Care5.0 运营管理运营管理Operations Management前台接待前台接待8个个步骤步骤Front Reception Procedure (8 Steps)保修流程保修流程Warranty Process Flow时间和出勤记录时间和出勤记录Time and attendance recording4.0 建立一个建立一个有效的结构有效的结构Organizing an Operational Structure单据的顺序单据的顺序Order Scheduling终检终检/ 质量控制质量控制Final/Quality Control车间流程车间流程Workshop Flow返修工作流程返修工作流程Return Job Flow Chart资源控制资源控制Inventory Control出纳出纳Cashier 6.0 客户关怀客户关怀Customer Care5.0 运营管理运营管理Operations Management4.0 建立一个建立一个有效的结构有效的结构Organizing an Operational Structure保修流程保修流程Warranty Process Flow时间和出勤记录时间和出勤记录Time and attendance recording单据的顺序单据的顺序Order Scheduling终检终检/ 质量控制质量控制Final/Quality Control车间流程车间流程Workshop Flow资源控制资源控制Inventory Control出纳出纳Cashier前台接待前台接待8个个步骤步骤Front Reception Procedure (8 Steps)1.预约服务Advance Booking接待中心12.接待客户Reception Process8.跟踪服务Follow-up接待中心接待中心Problem4.确认工单Issuing Repair Order7.解释工作Job Explanation5.监督工作进度Monitoring6.终检Final Inspection3.初步检测Visual Inspection1.预约服务Advance Booking2. 接待服务Reception Process3. 初步检查Visual Inspection5. 监控流程Monitoring Job Processing4. 确认工单Writing up Repair Order6. 终检Final Inspection7. 解释工作Job Explanation8. 跟踪服务Follow-upReception11.预约服务Advance Booking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目的目的Purpose帮助服务中心理解前台预约流程To assist Service Center to understand operating process of Advance Booking at frontline.ABFC1.JPG预约流程预约流程Advance Booking Flow Chart预约的好处：The advantage of Advance Booking客户被按时接待客户被按时接待Customer is recepted on time服务速度提高服务速度提高Speed of service improved客户得到周到的服务客户得到周到的服务Perfect Customer Care鼓励客户做预约Encouraging Customers to Make Appointment2. 接待服务Reception Process 完整贴切的检查客户/车辆挡案Check customer/vehicle data on completeness/ rightness处理工单Process workshop repair order.灵活的处理客户 Support customer in themater of mobility 确认工作范围Determine and register scope of service/ repair 迎接客户Greet customer客户等待时的服务Look after the customerduring the waiting period交车时间Determine repair deadline检查车辆历史以便做招回服务和返修 Check vehicle historyfor open service measures/ repeat repairs目的目的Purpose帮助服务中心理解前台接待流程To assist Service Center to understand operating process of Reception at frontline.RPFC1.JPG接待流程接待流程Reception Process Flow Chart3. 初步检查Visual Inspection 与客户一起进行检测与客户一起进行检测Execute pre-diagnose together with the customerThe 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. 初检的好处是维修顾问可以指出故障并提出建议。同时他可以对客户不初检的好处是维修顾问可以指出故障并提出建议。同时他可以对客户不注意的易损件进行检查。注意的易损件进行检查。4. 确认工单Writing up Repair OrderThe 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.工单是维修厂的工具，是工单是维修厂的工具，是MB维修中心与客户之间的合同。维修中心与客户之间的合同。因此工单的书写必须十分清楚而且易懂。因此工单的书写必须十分清楚而且易懂。5. 监控流程Monitoring Job Processing6. 终检Final Inspection为满足客户期望：为满足客户期望：To ensure this expectation is satisfied:每一个客户对维修厂有很高的期望每一个客户对维修厂有很高的期望Every customer has got a high expectation regarding the craftsmanship of workshop. 终检是必要的终检是必要的Final Quality Control is necessary7. 解释工作Job Explanation 解释维修内容及质量报告Explain repair andquality report 将车辆及钥匙交与客户Hand over vehicle and keys to customer 将客户带到维修顾问面前Transfer of the customerto the respective serviceadvisor感谢客户并道别Thank customer andsay good-bye解释发票内容Explain repair invoice 迎接客户Greet customer提供给客户的信息提供给客户的信息What information is given to the customer? 工作内容 the work carried out on the vehicle 发票内容 the composition of the invoice 终检结果 the defects discovered on the vehicle 车辆的总体情况 the general technical condition of the vehicle 下次必做的工作 work that may become necessary laterReceptionProblems8. 跟踪服务Follow-up 交车后3天后与客户联系Contact customerlatest about 3 daysafter he has takenthe vehicle back 就每一项工作结果讨论Discuss the resultswith the respectiveservice teams 更新客户档案Update customerdatabase更正错误 Initiate correctiveactions记录客户建议 Document thecustomers comments分析结果Analyse the results服务顾问表现评估服务顾问表现评估SA Performance Evaluation1. 主动向客户推荐，并根据车间工作情况进行预约Handling & promoting of advance booking according to workshop capacity 2. 在客户到来之前准备预约工单和维修记录Preparation of Pre-order with history cards before customer visit3. 按到达顺序接待客户Dealing with customers in order of arrival4. 迎接及问候客户Prompt greeting & attendance to customers upon arrival5. 个人仪表Appearance of the person6. 谈话的方式Style of conversation服务顾问表现评估服务顾问表现评估SA Performance Evaluation8. 在客户面前对车辆进行系统的检测Vehicle inspection & systematic checking in the presence of customer9. 诊断的正确性Accuracy of diagnosis10. 主动推荐保养维修项目Recommend service or repair job to customer11. 向顾客提供价格与交车时间的估算Preparation of estimates & deadlines 12. 所开工单的精确性Veracity of generating repair orders7. 仔细倾听并认真记录客户的要求及对故障的描述Listening carefully to and recording customers requirements and descriptions of vehicle problem服务顾问表现评估服务顾问表现评估SA Performance Evaluation15. 交车时对客户的关注Attendance of customer during vehicle delivery 16. 向客户解释维修项目以及更换零件的项目Explanation of repair bills & parts replacement to customers17. 向客户道别的方式Final greeting approach18. 交车后的跟踪服务Follow-up service/ calls to customer after vehicle delivery14. 交车前进行检查Performing of Final/ Quality control13. 跟踪与监控工作的进程Follow-up & monitoring of work in progress服务顾问表现评估服务顾问表现评估SA Performance Evaluation 6.0 客户关怀客户关怀Customer Care5.0 运营管理运营管理Operations Management4.0 建立一个建立一个有效的结构有效的结构Organizing an Operational Structure保修流程保修流程Warranty Process Flow时间和出勤记录时间和出勤记录Time and attendance recording单据的顺序单据的顺序Order Scheduling终检终检/ 质量控制质量控制Final/Quality Control车间流程车间流程Workshop Flow资源控制资源控制Inventory Control出纳出纳Cashier车间流程车间流程Workshop Flow帮助服务中心理解车间流程To assist Service Center to understand operating process of Job Flow for workshop.WorkshopFC1.JPG目的目的PurposeControl Room (6) Guard House (3) Customer Receptionist (4)Service Advisor (5)Final Control (10)Wash Bay (11) Invoice Clerk/Warranty Clerk (12)Service Manger (13)Customer (2)GL/Foreman (8) Advance Booking (1)Mechanic (7)Cashier (14) Parts Department (9) Spare Parts 6.0 客户关怀客户关怀Customer Care5.0 运营管理运营管理Operations Management4.0 建立一个建立一个有效的结构有效的结构Organizing an Operational Structure保修流程保修流程Warranty Process Flow时间和出勤记录时间和出勤记录Time and attendance recording单据的顺序单据的顺序Order Scheduling终检终检/ 质量控制质量控制Final/Quality Control车间流程车间流程Workshop Flow资源控制资源控制Inventory Control出纳出纳Cashier保修流程保修流程Warranty Process Flow Mechanic (5)Parts Department (7)Forman (6) Customer (1)Service Advisor (2) Control Room (4)Service Manager (3) Warranty Clerk (8)Control Room (9) Final Control (10)Service Manager (11) Warranty Clerk (12)帮助服务中心理解保帮助服务中心理解保修流程修流程To assist Service Center to understand operating process of Warranty Claim.WarrantyFC1.JPG目的目的Purpose保修流程保修流程Warranty Process Flow 6.0 客户关怀客户关怀Customer Care5.0 运营管理运营管理Operations Management4.0 建立一个建立一个有效的结构有效的结构Organizing an Operational Structure保修流程保修流程Warranty Process Flow时间和出勤记录时间和出勤记录Time and attendance recording单据的顺序单据的顺序Order Scheduling终检终检/ 质量控制质量控制Final/Quality Control车间流程车间流程Workshop Flow资源控制资源控制Inventory Control出纳出纳Cashier终检终检/ 质量控制质量控制Final/Quality Control目的目的Purpose帮助服务中心理解帮助服务中心理解终检终检/ 质量控制质量控制流程流程To assist Service Center to understand operating process of Final/ Quality Control.QCFC1.JPG终检终检/ 质量控制质量控制Final/Quality Control 6.0 客户关怀客户关怀Customer Care5.0 运营管理运营管理Operations Management4.0 建立一个建立一个有效的结构有效的结构Organizing an Operational Structure保修流程保修流程Warranty Process Flow时间和出勤记录时间和出勤记录Time and attendance recording单据的顺序单据的顺序Order Scheduling终检终检/ 质量控制质量控制Final/Quality Control车间流程车间流程Workshop Flow资源控制资源控制Inventory Control出纳出纳Cashier返修工作流程返修工作流程Return Job Flow Chart返修工作流程返修工作流程Return Job Flow Chart讨论讨论 根据我们的标准流程根据我们的标准流程,请列出你认为最重要请列出你认为最重要/最不重要的最不重要的3个步骤个步骤