奔驰____售后服务标准作业流程.ppt

建立一个有效的结构OrganizinganOperationalStructure 6 0客户关怀CustomerCare 5 0运营管理OperationsManagement 前台接待8个步骤FrontReceptionProcedure 8Steps 保修流程WarrantyProcessFlow 时间和出勤记录Timeandattendancerecording 4 0建立一个有效的结构OrganizinganOperationalStructure 单据的顺序OrderScheduling 终检 质量控制Final QualityControl 车间流程WorkshopFlow 返修工作流程ReturnJobFlowChart 资源控制InventoryControl 出纳Cashier 6 0客户关怀CustomerCare 5 0运营管理OperationsManagement 4 0建立一个有效的结构OrganizinganOperationalStructure 前台接待8个步骤FrontReceptionProcedure 8Steps 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 为客户提供友好的预约建议Offercustomerfriendlybookingdatesuggestions 持续利用车间生产力Ensurecontinuousworkshopcapacityutilisation 考虑接车与车间生产力Considerreceptionandworkshopcapacityutilisation 机动灵活地处理客户Processcustomermobilityifrequired 记录客户需求Registercustomerrequest 预订 储备所需零件Reserve orderneededspareparts 检查车辆历史以便做招回服务和返修Checkvehiclehistoryforopenservicemeasures repeatrepairs 用预约工单形式准备接待客户Preparecustomersvisitbyopeningapre order 提供报价Providepriceestimate 目的Purpose 帮助服务中心理解前台预约流程ToassistServiceCentertounderstandoperatingprocessofAdvanceBookingatfrontline ABFC1 JPG 预约流程AdvanceBookingFlowChart 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 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 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 检查车辆历史以便做招回服务和返修Checkvehiclehistoryforopenservicemeasures repeatrepairs 目的Purpose 帮助服务中心理解前台接待流程ToassistServiceCentertounderstandoperatingprocessofReceptionatfrontline RPFC1 JPG 接待流程ReceptionProcessFlowChart 初步检查VisualInspection 与客户一起进行检测Executepre diagnosetogetherwiththecustomer 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 每一个客户对维修厂有很高的期望Everycustomerhasgotahighexpectationregardingthecraftsmanshipofworkshop 终检是必要的FinalQualityControlisnecessary 解释工作JobExplanation 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 解释发票内容Explainrepairinvoice 迎接客户Greetcustomer 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 交车后3天后与客户联系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 服务顾问表现评估SAPerformanceEvaluation 1 主动向客户推荐 并根据车间工作情况进行预约Handling promotingofadvancebookingaccordingtoworkshopcapacity 2 在客户到来之前准备预约工单和维修记录PreparationofPre orderwithhistorycardsbeforecustomervisit 3 按到达顺序接待客户Dealingwithcustomersinorderofarrival 4 迎接及问候客户Promptgreeting attendancetocustomersuponarrival 5 个人仪表Appearanceoftheperson 6 谈话的方式Styleofconversation 服务顾问表现评估SAPerformanceEvaluation 8 在客户面前对车辆进行系统的检测Vehicleinspection systematiccheckinginthepresenceofcustomer 9 诊断的正确性Accuracyofdiagnosis 10 主动推荐保养维修项目Recommendserviceorrepairjobtocustomer 11 向顾客提供价格与交车时间的估算Preparationofestimates deadlines 12 所开工单的精确性Veracityofgeneratingrepairorders 7 仔细倾听并认真记录客户的要求及对故障的描述Listeningcarefullytoandrecordingcustomer srequirementsanddescriptionsofvehicleproblem 服务顾问表现评估SAPerformanceEvaluation 15 交车时对客户的关注Attendanceofcustomerduringvehicledelivery 16 向客户解释维修项目以及更换零件的项目Explanationofrepairbills partsreplacementtocustomers 17 向客户道别的方式Finalgreetingapproach 18 交车后的跟踪服务Follow upservice callstocustomeraftervehicledelivery 14 交车前进行检查PerformingofFinal Qualitycontrol 13 跟踪与监控工作的进程Follow up monitoringofworkinprogress 服务顾问表现评估SAPerformanceEvaluation 6 0客户关怀CustomerCare 5 0运营管理OperationsManagement 4 0建立一个有效的结构OrganizinganOperationalStructure 车间流程WorkshopFlow 帮助服务中心理解车间流程ToassistServiceCentertounderstandoperatingprocessofJobFlowforworkshop WorkshopFC1 JPG 目的Purpose 6 0客户关怀CustomerCare 5 0运营管理OperationsManagement 4 0建立一个有效的结构OrganizinganOperationalStructure 保修流程WarrantyProcessFlow 帮助服务中心理解保修流程ToassistServiceCentertounderstandoperatingprocessofWarrantyClaim WarrantyFC1 JPG 目的Purpose 保修流程WarrantyProcessFlow 6 0客户关怀CustomerCare 5 0运营管理OperationsManagement 4 0建立一个有效的结构OrganizinganOperationalStructure 终检 质量控制Final QualityControl 目的Purpose 帮助服务中心理解终检 质量控制流程ToassistServiceCentertounderstandoperat