奔驰售后服务作业流程

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Listeningcarefullytoandrecordingcustomersrequirementsanddescriptionsofvehicleproblem,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