汽车售后服务流程.ppt

汽车售后服务流程ServiceProcedure,ProcessandQualityImprovementTrainingSep.,前台接待流程FrontReceptionProgram,维修顾问评估ServiceAdvisorPerformanceEvaluation,客户是什么Whatiscustomer,客户期待的服务Theservicecustomerexpect,客户的权力Rightofthecustomer,我们服务的目的Ouraimofservice,提供令客户满意的服务TosatisfyCustomer,18%,68%,14%,Source:Dr.WolfgangMller:ConferenceCustomersatisfactionthroughservice-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,前台接待流程FrontReceptionProgram,预约服务AdvanceBooking,接待服务ReceptionProcess,初步检查VisualInspection,监控流程MonitoringJobProcessing,确认工单WritingupRepairOrder,终检FinalInspection,解释工作JobExplanation,跟踪服务Follow-up,8Steps,预约服务AdvanceBooking,预约的好处：TheadvantageofAdvanceBooking,客户被按时接待Customerisreceptedontime,服务速度提高Speedofserviceimproved,客户得到周到的服务PerfectCustomerCare,鼓励客户做预约EncouragingCustomerstoMakeAppointment,CR:DiscusswithcustomerThescaleofworkVehiclereceptionappointment,客户打电话Customercallsin,CR:问候Greetings,CR:询问客户需要什么服务Askcustomerhowcanbehelped,客户作预约Customerbooksinvehicle,SA:Repeatmainpointsofconversationforconfirmation,其他服务紧急情况OtherServiceorEmergency,引至维修顾问处或其他部门AssigntoonefreeSA/OtherDepartment,CR:需要维修顾问的技术支持？AssigntooneSAfortechnicalsupportnecessary?,SA:DiscusswithcustomerThescaleofworkVehiclereceptionappointment,CR:Repeatmainpointsofconversationforconfirmation,SA:ReturnthecalltoCR,No,Yes,Draft,接待服务ReceptionProcess,完整贴切的检查客户/车辆挡案Checkcustomer/vehicledataoncompleteness/rightness,处理工单Processworkshoprepairorder.,与客户一起进行检测Executeinteractivereceptionwithpre-diagnosetogetherwiththecustomer,灵活的处理客户Supportcustomerinthematerofmobility,确认工作范围Determineandregisterscopeofservice/repair,迎接客户Greetcustomer,客户等待时的服务Lookafterthecustomerduringthewaitingperiod,交车时间Determinerepairdeadline,接待的目的AimsofReception,检查车辆历史以便做招回服务和返修Checkvehiclehistoryforopenservicemeasures/repeatrepairs,初步检查VisualInspection,TheadvantageofavisualinspectionisthattheSAcanpointoutdamageandfaultstothecustomerandsuggestappropriateremedies.Hecanalsotaketheopportunitytodrawattentiontothestateofwearingparts(e.g.worntires)ofwhichthecustomermaynothaveaware.,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。,确认工单WritingupRepairOrder,Therepairorderisaninstrumentfortheworkshop,whichalsocanbeseenuseascontractbetweenMercedes-Benz-Branchandcustomers.Thereforeithastobecreatedunderstandableandclearallindetails.,工单是维修厂的工具，是MB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。,监控流程MonitoringJobProcessing,终检FinalInspection,为满足客户期望：Toensurethisexpectationissatisfied:终检是必要的FinalQualityControlisnecessary,每一个客户对维修厂有很高的期望Everycustomerhasgotahighexpectationregardingthecraftsmanshipofworkshop.,解释工作JobExplanation,迎接客户Greetcustomer,解释发票内容Explainrepairinvoice,解释维修内容及质量报告Explainrepairandqualityreport,将车辆及钥匙交与客户Handovervehicleandkeystocustomer,将客户带到维修顾问面前Transferofthecustomertotherespectiveserviceadvisor,感谢客户并道别Thankcustomerandsaygood-bye,提供给客户的信息Whatinformationisgiventothecustomer?,工作内容theworkcarriedoutonthevehicle发票内容thecompositionoftheinvoice终检结果thedefectsdiscoveredonthevehicle车辆的总体情况thegeneraltechnicalconditionofthevehicle下次必做的工作workthatmaybecomenecessarylater,跟踪服务Follow-up,跟踪服务的目的AimsoftheFollow-up,交车后3天之内与客户联系Contactcustomerlatestabout3daysafterhehastakenthevehicleback,就每一项工作结果讨论Discusstheresultswiththerespectiveserviceteams,更新客户档案Updatecustomerdatabase,更正错误Initiatecorrectiveactions,记录客户建议Documentthecustomerscomments,分析结果Analysetheresults,维修顾问评估ServiceAdvisorPerformanceEvaluation,THANKYOUFORYOURKINDATTENTION！,