DCRC介绍客户关系中心重点参考PPT课件.ppt

非常感谢福特亚太的各级领导光临与指导Thankyouforcomingtoourcompany 重庆安福汽车营销有限公司ChongqingAnfumotormarketing saleco LTD 1 重庆安福DCRC工作介绍workingreportofDCRC ChongqingAnfu 2 DCRC人员DCRCpersonnel DCRC经理由总经理担任Thecompany sGMservesastheDCRCmanager另设副经理1名 主管1名OnedeputymangerandoneDCRCsupervisor新车回访专员 1名 销售后的3日DC 40日DC 维修后保养提醒及解决新车投诉DCspecialistfornewcars 1person responsibleforcontactingthenewcustomersinthreedaysandinfortydays Shealsoremindsthecustomersofthecarmaintenanceanddealswiththecomplaintsaboutnewcars 维修回访专员 4名 维修后的3日DC及投诉的解决DCspecialistformaintenance 4persons responsibleforcontactingthecustomerswhorepairedtheircars3daysagoinourcompanyanddealwithanycomplaintsaboutthemaintenance 预约专员 1名 90日未回厂客户联系 预约onepersonisresponsibleforreservationandcontactingthecustomerswhohavenevercomebackinninetydays 每位DCRC专员每日轮流照顾休息区客户EachDCRCistakingcareofthecustomersintherestingplaceinturn 3 设施 设备installmentandequipment 拥有可独立办公的两间办公室Therearetwoseparateoffices 拥有DCRC专用电话线2条TherearetwospecialtelephonelinesforDCRC 五台专用电脑FivespecialcomputersforDCRC 4 DCRC的主要工作mainwork 客户关怀Careforthecustomers回访DC预约reservation问题的解决及预防Settlementandpreventionoftheproblems对其他部门的支持Supporttootherdepartments保持良好的顾客关系Keepgoodrelationshipwithcustomers 5 一 客户的关怀Careforthecustomers 我们将宽敞明亮的休息室进行了分区 影视区 上网区 还专为吸烟人士准备了吸烟区 为儿童准备了娱乐区 TherestingplaceisdividedintoTVarea Netsurfingarea smokingareaandamusementareaforchildren 提供当月的杂志 当日的报刊以及福特新车的资料 Offerthemagazine newspapersandtheinformationaboutthenewcars 每日提供三种不同的饮品 并在夏季提供冰冻的雪碧及可乐 Offerthreekindsofdifferentdrinkseveryday andoffericydrinksinsummer 我们在休息室准备了万能手机充电器 针线包 毛毯以备车主所需 提供象棋 围棋 扑克等娱乐用品 并为儿童准备了智力玩具 Wepreparedtheall powerfulcellularphonecharger threadtowrapintherestingplacewoolenblanketwithhavethecarownerneed providetheamusementthings suchasChinnachessandpoker etc andpreparedtheintelligencetoyforthechild 6 2020 3 21 7 二 与销售的互动supportforsalesdepartment l妥善保管新购车客户档案并保证它的正确性 Keepthenewcarcustomer sinformationandmakesureoftheircorrectnessl与新购车客户联系 进行回访 DCfornewcustomersl查询40天前购车的客户是否回厂做第一次免费换油 并与其联系 Checkwhetherthecustomerswhoboughttheircars40daysagohadcomebackforfreereplacementofoil andcontactthemifnecessaryl解决新车客户的抱怨或投诉 Settlementofanycomplaintsfromnewcustomersl配合销售销售部门开展各项宣传活动及车展 开发潜在客户提供给销售部门 提高新车销售机会 Cooperatewithsalesdepartmentforvariouspromotionactivitiesandcarexhibits developpotentialcustomersforsalesdepartmentandenhancetheopportunityfornewcarsales每周出具新车回访报告并做出改善计划 以提高销售满意度 SubmitweeklyreportfornewcarDCandmakeactionplansforimprovementinordertoincreasethecustomers ssatisfactionrate 8 三 与服务的互动supportforservesdepartment l与前台接待 车间班组形成一对一负责制 Onetoonecooperationwithreceptionistandmaintenanceworkerl维修后的回访DCaftermaintenancel询问当日保养客户的月平均行驶公里数 推算下次保养时间 录入维修回访表中 Inquireaboutthemonthlyaveragerunningdistanceofeachcustomer scarfromthecustomerswhoaremaintainingtheircarsinourcompany forecasttheduetimefornextmaintenanceoftheircarsandkeeprecordoftheseinvestigationresultsl解决维修客户的抱怨或投诉 Settlementofanycomplaintsaboutthemaintenancel配合参加服务部的各项活动 以提高客户回厂率 Cooperatewithservicedepartmentforvariousactivitiesinordertoencouragethecustomerstopaymorefrequentvisitbackl每月与服务部门开会讨论上月的满意度情况 并作出改善计划 以提高服务满意度Monthlymeetingwithservicedepartmenttodiscussthesatisfactionrateofcustomersinthepreviousmonthandmakeactionplansforimprovement 9 四 预约reservation l从DMS中筛选90日未回厂客户进行主动接触 尽量与客户达成下一次维修保养的预约 Activelyselectcustomerswhohavenevercomebackwithin90daysfromDMSandtrytomakereservationfortheirnextmaintenancel及时通知服务部门和其它部门准备接待预约客户 填写欢迎看板 Timelyinformtheserviceandotherdepartmentsforreceivingreservedcustomers Putsloganonthewelcomeboard l与预约客户保持联系 提醒准时到达 根据需要调整预约时间 充分发挥预约的功能 Keepincontactwithreservedcustomersandremindthemoftheappointments adjustthereservationtimeifthereisanychange makefulluseofthereservationfunctionl监控预约成功率 每日统计进厂台次与预约数 以提高预约比例 缓解维修接待压力 Monitorthesuccessrateofthereservation keeprecordofthedailyincomingcarsandnumberofreservationinordertoincreasethereservationrateandeasethepressureformaintenanceworkingload 10 五 其他关怀措施othercaresforcustomers 车主生日当天发送短信祝福sendshortmessagestocelebratecustomers birthday 节 假日的短信祝福以及新年卡片的寄送