《奔驰服务流程培训》PPT课件.ppt

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 WolfgangM ller Conference Customersatisfactionthroughservice 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Updatecustomer