汽车维修前台接待职责和流程（front desk duty and process of automobile maintenance）

汽车维修前台接待职责和流程（FRONTDESKDUTYANDPROCESSOFAUTOMOBILEMAINTENANCE）VEHICLEMAINTENANCERECEPTIONDUTIESANDPROCEDURESAUTHOREXCELLENTPRICESSOURCETHISSTATIONPUBLISHED200919MARCH03ABSTRACTAUTOREPAIRBUSINESSRECEPTIONIST,CANBESAIDTOBEAPROFESSIONALMAINTENANCEENTERPRISEIMAGESPOKESPERSON,THROUGHITSWORKTOHELPTHEAVERAGEDISTRIBUTIONOFTHEENTERPRISEDAILYWORKLOAD,INCREASETHENUMBEROFWORKINGHOURSANDSALESMAINTENANCEPARTSLIST,INCREASETHEPROFITFORTHEENTERPRISE,WHILEREDUCINGTHEAMOUNTOFREWORK,IMPROVEWORKEFFICIENCY,ANDOPTIMIZETHECUSTOMERSATISFACTIONANDLOYALTYTHEN,VEHICLEMAINTENANCERECEPTIONISTWORKINGPROCESSANDMATTERSNEEDINGATTENTIONWHICHTOHAVEKEYWORDVEHICLEMAINTENANCERECEPTIONDUTYPROCESSTEXTARECEPTIONISTDUTIESSHOULDPAYATTENTIONTOMATTERS1,AFTERTIME,SAYHELLOSUBMITANEWUSERNAMECARDFOREXAMPLEHELLOWHATCANIHELPYOU2,ACCEPTTHEVEHICLESNEEDTOCHECKTHEAPPEARANCEOFTHEBODYISINTACT,WHETHERTOUSETHEINTERNALFUNCTIONOFNORMALANDWHETHERTHEREAREVALUABLES,ONESHOULDCONFIRMWITHTHECUSTOMER,MAKEITSSIGNATURE3,KEEPSMILINGSERVICEINCLUDINGLEAD/COLLEAGUES4,THEPERSONNELONDUTYWORKSTATIONONTIMEUNDERTHEGUIDANCEOFTAIWANEXCEPTLUNCHTIME,ANDTOGUIDETHETAIWANANDTHEHEALTH,ANDWORKPREPARATIONCOMPUTER/PHONE/TRANSFERDOCUMENTSETC5,TIMELYDELIVERYOFWATERALWAYSPAYATTENTIONTOTHECUSTOMER,DONOTLETHIMFEELLEFTOUT6,MANAGEMENTBOARDTHEMANAGEMENTBOARDDISPLAYWITHTHEREALSITUATIONINTHEREPAIROFTHEVEHICLE7,THERECEPTIONOFTHEVEHICLETOTRACKINGTHECUSTOMERLEAVEUNTILAFTER8,PICKUPTHECARINTHEPROCESS,SUCHASMAINTENANCEORPROJECTORISREQUIREDTOCOMMUNICATEWITHTHECUSTOMERMUSTBECOMPLETEDBYTHERECEPTIONISTIFTECHNICALPROBLEMSCANNOTBEEXPRESSEDCLEARLY,CANASKTHECUSTOMERTOTHERECEPTIONDESK,LETTHETEACHEREXPLAIN9,VALUATION,CARCALENDARCARDATTHERECEPTIONISTCLEARLYDESCRIBETHEREPAIRANDMAINTENANCECOSTSOFTHEPROJECT,BYTHECUSTOMERSIGNATURE10,INTHEMAINTENANCEOFVEHICLES,THERECEPTIONISTSHOULDCLEARITSDYNAMICTHEFIRSTTHINGATWORKTODAYTHEREARESEVERALVIEWINTHEREPAIROFTHEVEHICLE,WHATISNOWTHESTATE,WHATTIMETOLEAVETHECAR11,AFTEREXAMINATION,THERECEPTIONISTMUSTCHECKAGAINESPECIALLYINPAINTING,OVERHAULANDCARACCIDENT,INORDERTOINFORMTHECUSTOMERTOMENTIONCARS12,TOANSWERALLCALLSTOTHEPHONERECORDS13,THESETTLEMENT,THATINCREASETHEMAINTENANCEOFTHEPROJECT,TOTELLTHECUSTOMER,THECUSTOMERDOESNOTAGREETOINCREASE,SHOULDBETODOFAULTANDMAINTENANCEITEMSRECORDEDINTHEDMS“COMPLETIONINSPECTION“INTHENOTECOLUMN,ANDPRINT,LETTHECUSTOMERTOCONFIRMTHESIGNING14,SETPIECESTOIMPLEMENTTHERECEPTIONISTTOCHANGETHECOSTOFWORKINGHOURSANDTHEDATEOFARRIVALINORDERTOSETTHECUSTOMERFIRST,THEPRICEOFTHEPARTSAFTERTHEARRIVAL,PROMPTLYNOTIFYTHECUSTOMERTOCHANGE15,THECUSTOMERNEXTMAINTENANCEMILEAGEANDTIMEINTHESETTLEMENTREPORT,ANDMAINTENANCETIPSCARDONTHELEFTFRONTDOORONTHEEDGESTANDARDTYREPRESSURESTICKEROFFICE16,TOSEEAVISITOR,WHENCUSTOMERSFACEOFFTHREESETS,ANDTHANKSGREETINGS,ASCUSTOMERSLEAVESEETHEREARVIEWMIRRORUNTILNOW17,INQUIRYTABLE,COMPLETESPECIFICATIONOFSINGLEREPAIR18,FILLINTHEREPORTTIMELYTOFILLINSERIOUSLY19,THETESTREQUIREDBYTHECUSTOMERAGREES,ANDTRYTOMAKETHECUSTOMERTOTEST20,TRYNOTTOALLOWCUSTOMERSTOENTERTHESHOP,IFYOUMUSTENTERTHESHOPCUSTOMERSTOVISITHANGINGCARD21,PAYATTENTIONTOEVERYQUESTIONRAISEDBYCUSTOMERS,ANDTRYTOMEETEXAMPLESPECIALISTSTAFF22,THERECEPTIONISTWILLNEEDTOREST,NOTTHEDAYTOTHEVEHICLETOOTHERRECEPTIONISTTWO,VEHICLEMAINTENANCERECEPTIONPROCESSTHEFIRSTSTEPAUTOMOBILEMAINTENANCERECEPTIONPROCESSRESERVATIONTHISSTEPISTHEMOSTIMPORTANTTHINGISTOLETCUSTOMERSENJOYTHETREATMENTOFAPPOINTMENT,ANDDIRECTLYINTOTHEFACTORYMAINTENANCECUSTOMERDISTINGUISHSTRICTLYTHISISAKEYFACTORTODECIDEWHETHERTHECUSTOMERRESERVATIONAGAINNEXTTIMETHECOMPANYOPENEDINADVANCE,THISSTEPISDIFFICULTTODOMAINLYBECAUSEOFTHESMALLERVOLUMEOFBUSINESSSTART,THENEXTDAYTOTAKETHECARAHEADOFTHEBESTDAYSHOWASACONSULTANTSHOULDALSOSHOWTHATACCORDINGTOTHEWORKORDERCOMPLETIONTIME,INATIMELYMANNERTOTHEWORKSHOPABOUTTHEPROGRESSOFWORKIFNOTTIMELYDELIVERYOFTHEVEHICLE,MUSTTAKETHEINITIATIVETOADVANCETOTHECUSTOMERTHATTHEWHOLESTORYANDAPOLOGIZE2,VALUATIONFORTHEVARIOUSPROBLEMSINTHEWORKSHOPTOCHECKOUT,CONSULTANTSMUSTFIRSTOWNTOCLEARUPSOMEPOINTSACONTACTTHECAUSEOFTHEFAILURE,WHICHISWHYTHEACCESSORIESWILLHAVEPROBLEMS,ANDTHEACTUALDAMAGEDEGREEOFTHISFAILURENOWBTHEHIDDENFAILUREINNOWORINTHEFUTUREMAYHAVEWHATKINDOFDAMAGETOTHECLIENTORCUSTOMERVEHICLECTHISFAULTREPAIRTAKESLONGTIMEANDCOSTTOCUSTOMERSDIFTHEVALUATIONOFAHIDDENFAULT,INEEDSAFORCUSTOMERIDENTIFICATIONWHICHISFAULTMUSTBEREPAIREDNOWWHATISNOTTEMPORARYREPAIRETCTHEBESTOFALLTHEFAULTWHATISGOINGON,ANDTHEEXTENTOFTHEDAMAGETOONECUSTOMERSAIDCLEARLY,DETERMINEDBYTHECUSTOMERMOREABOUTTHEAUTOMOBILEMAINTENANCEMANAGEMENTARTICLESHOWDOTHENEWMANAGEMENTOFAUTOMOBILEMAINTENANCEENTERPRISESVEHICLEMAINTENANCERECEPTIONNOTICETHECARREPAIRSERVICEPERSONNELMUSTVISITCUSTOMERSERVICEHOWDOCUSTOMERSRETURNVEHICLEMAINTENANCESETHOME|COLLECTION|CONTACTUSCUSTOMERSERVICEHOTLINE0203825934338259345HOMEEXCELLENTPRICESDYNAMICINDUSTRYFOCUSEDPRODUCTCENTERSUCCESSFULTECHNICALSERVICESTRATEGICPARTNERSHIPMANAGEMENTLIBRARYRECRUITMENTINFORMATIONABOUTTHEEXCELLENTENTERPRISESCURRENTPOSITIONEXCELLENTENTERPRISES“INDUSTRYFOCUSINDUSTRYENCYCLOPEDIABROWSEARTICLESAUTO4SSHOPCUSTOMERSERVICESERVICEWORKFLOWANDSTANDARD2AUTHORUNKNOWNSOURCEINTERNETPUBLISHED200918MARCH034SSTOREMANAGEMENT,BUSINESSRECEPTIONWORKISANIMPORTANTPARTOFBUSINESS,INCLUDINGBUSINESSRECEPTIONPROCEDURES,CONTENTEXPLANATION,WORKCONTENTANDREQUIREMENTSIEWORKREGULATIONSABUSINESSRECEPTIONPROGRAMBUSINESSRECEPTIONWORKISDIVIDEDINTOTWOPARTSACCORDINGTOTHECONTENTMEETTHECUSTOMERREPAIRPROCEDURESANDESCORTCUSTOMERSAWAYFROMTHEFACTORYPROGRAMSEEBUSINESSRECEPTIONPROGRAMTHESPECIFICCONTENTOFTHEWORKPROCEDUREISASFOLLOWS1,BUSINESSRECEPTIONHALLTOCOMETOTHECOMPANYTOREPAIRCUSTOMERS2,BUSINESSACCEPTANCEASKTHECUSTOMERREQUIREMENTSANDPURPOSEDIAGNOSISQUOTATION,DECIDEWHETHERTOENTERTHEFACTORY,ORBOOKINGMAINTENANCEORDIAGNOSTICQUOTATIONSENDTHECUSTOMERFROMTHEFACTORY3,THECARWASHINTOTHEWORKSHOP,FORDELIVERYPROCEDURES4,THEMAINTENANCEPERIOD,MAINTENANCEINCREASECONSULTATIONANDTREATMENTCONSULTCUSTOMERCOMMENTSANDEXCHANGEOFVIEWSWITHTHEWORKSHOP5,THECARWILLBECOMPLETEDOUTFROMTHEWORKSHOPTECHNICALCONDITIONSTOCHECKTHEAPPEARANCEOFTHEVEHICLEANDTHEVEHICLEGOODS6,NOTIFYTHECUSTOMERTOPICKUPTHECAR,AFTERTHECARCUSTOMERDATA7,BUSINESSHALLRECEPTIONCAMETOTHECOMPANYTOTAKETHECARTOTHECUSTOMER,THECUSTOMERGUIDETHECOMPLETIONOFINSPECTIONCAR,REPORTTHESITUATIONTOHANDLETHESETTLEMENTFORMALITIES,BIDFAREWELLTOCUSTOMERSFROMTHEFACTORY8,THECUSTOMERTRACKINGSERVICETWOBUSINESSRECEPTIONWORKREGULATIONS1,THEBUSINESSHALLTORECEIVETHECOMPANYREPAIRORCONSULTINGBUSINESSCUSTOMERSJOBCONTENT1SEECUSTOMERSDROVEOFFTHEDOOR,IMMEDIATELYSTOODUP,WITHWORKINGTOOLSPENSANDTHENREPAIRTHESINGLEWENTTOTHECUSTOMERVEHICLECABSIDESIDETOGREETCUSTOMERSSMILESANDNODSWHENTHECUSTOMERISOUTOFTHEDOORORWINDOWDOWN,SHOULDTAKETHEINITIATIVETOSAYHELLOTOCUSTOMERS,WELCOMEGENERALLYSPEAKING“WELCOME“ATTHESAMETIMEMADEABRIEFSELFINTRODUCTION2IFTHECUSTOMERVEHICLEDIDNOTSTOPATTHERECEPTIONSPACESOFTHEPROVISIONSOFTHECOMPANY,SHOULDBEPOLITETOGUIDECUSTOMERSTOPUTTHECARPARKEDINPLACE3BRIEFINQUIREPURPOSE,INTHECASEOFSIMPLECONSULTATION,CANREPLYONTHESPOT,ANDTHENPOLITELYSENDOUTANDGREETCUSTOMERSUSUALLYSAY“PLEASE“AND“WELCOMEBACK“CASEFORDIAGNOSISANDQUOTATIONORPLANTMAINTENANCESHOULDBEAGREEDWITHTHECUSTOMERAFTERTHERECEPTIONHALLFROMTHEEMPTYTALKSORLETTHECUSTOMERFIRSTTOTHERESTOFTHERECEPTIONHALL,OURSTAFFDETECTIONANDDIAGNOSIS,ANDCUSTOMERSTONEGOTIATESIMPLEORCUSTOMERREQUIREMENTSWEREREALLYWRITEREPAIRSINGLEORSINGLEAPPOINTMENT,SHOULDGOTHROUGHTHEFORMALITIESACCORDINGTOCUSTOMERREQUIREMENTS4ASANEWCUSTOMER,SHOULDTAKETHEINITIATIVETOINTRODUCEOURCOMPANYSERVICECONTENTANDPROCEDURE5INTHECASEOFREPAIRAPPOINTMENT,SHOULDASSOONASPOSSIBLEINQUIRESITUATIONANDREQUIREMENTS,FILLOUTTHE“MAINTENANCEOFASINGLESINGLEAPPOINTMENT“,ANDSUBMITTEDTOTHECUSTOMERATTHESAMETIMEPOLITETOCUSTOMERSPLEASEREMEMBERTHEAPPOINTMENTTIMEJOBREQUIREMENTSRECEPTIONSTAFFTOBEPOLITE,GRACEFULNEAT,INITIATIVEANDENTHUSIASM,TOALLOWCUSTOMERSTO“FIRSTIMPRESSIONGUESTSFEELATHOME“CUSTOMERSSITWAITINGINTHELIVINGROOM,SHOULDTAKETHEINITIATIVETOPOURTEA,ANDTHETEAPLEASE“,TOEXPRESSMYHOSPITALITYCOURTESYOFLICHEN2,BUSINESSANSWERINGANDDIAGNOSISJOBCONTENTINTHECUSTOMERMAINTENANCEDEMANDS,OURRECEPTIONISTSHOULDCAREFULLYLISTENATTENTIVELY,THENWITHAPROFESSIONALATTITUDEOFPOPULARLANGUAGETOANSWERCUSTOMERQUESTIONSTECHNICALDIAGNOSISCANBEINTHECUSTOMERVEHICLEREQUIREDFORMAINTENANCEDECISION,SHOULDFIRSTOBTAINTHECONSENTOFOURROOMS,ANDTHENBEGANTODIAGNOSISTHERECEPTIONSTAFFOFDIFFICULTTECHNICALPROBLEMS,SHOULDIMMEDIATELYNOTIFYTHEFULLTIMETECHNICIANDEPARTMENTQUICKLYTOTHERECEPTIONSPACESASSISTTOCOMPLETETHEDIAGNOSISASSOONASPOSSIBLEDIAGNOSISSHOULDBECOMPLETEDAFTERTHEPRINTIMMEDIATELYORFILLINTHECERTIFICATE,SHOULDBECLEARWHERETHEVEHICLEFAILUREORPROBLEMANDTHENDIAGNOSISANDMAINTENANCESUGGESTIONSTELLTHECUSTOMER,ATTHESAMETIME,THEDETECTIONANDDIAGNOSISOFSINGLEHANDEDCUSTOMERS,ALLOWCUSTOMERSTOUNDERSTANDTHEIROWNCONDITIONJOBREQUIREMENTSATTHISPOINT,OURRECEPTIONSTAFFATTITUDEISCAREFUL,GOODATLISTENING,GOODPROFESSIONALGUIDANCEINDETECTIONANDDIAGNOSIS,ACTIONSKILLDIAGNOSISMUSTBECLEAR,TOSHOWTHESUPERIORITYANDAUTHORITYOFOURTECHNOLOGY3,BUSINESSNEGOTIATIONJOBCONTENT1ANDPUTFORWARDTHEMAINTENANCEPROJECTROOMSORAGREEDTODETERMINETHEMAINTENANCECONTENT,PRICING,DELIVERYTIME,DETERMINETHECUSTOMERSHAVENOOTHERREQUIREMENTS,THEABOVECONTENTONEBYONEINTHE“PLANTMAINTENANCE“,PLEASELOOKINTOTHEFACTORYANDDECIDEWHETHERORNOT2CUSTOMERREVIEW“PLANTMAINTENANCEFORM“,TOPLANTMAINTENANCE,PLEASECONFIRMTHECUSTOMERSIGNINSIGNSHOULDBEPOLITEIFYOUDONOTAGREEORMAKEANAPPOINTMENTINTHEFACTORYMAINTENANCE,RECEPTIONSTAFFSHOULDTAKETHEINITIATIVETOINFORMANDGUIDECUSTOMERSTOCASHIERFORFACTORYPROCEDURESCOLLARFACTORYNOTIFICATION“IFOURDIAGNOSISOREVALUATION,SHOULDALSONOTIFYTHECUSTOMERTOPAYFEESORDIAGNOSTICVALUATIONFEESAFTERCOMPLETINGFORMALITIESSHOULDBEPOLITETOSENDCUSTOMERSTOFACTORY,ANDGREET“PLEASETAKECARE,WELCOMEAGAIN“JOBREQUIREMENTSNEGOTIATEWITHCUSTOMERS,TOTHESAKEOFSINCERE,CONFIDENT,FORCUSTOMERS,FLEXIBLEANDTOLERANT,BENEITHERHUMBLENORPUSHYTOADHERETOTHE“CUSTOMERISALWAYSRIGHT“CONCEPTTHECUSTOMERISNOTTHEFACTORYMAINTENANCE,CANNOTBEUNHAPPY,TOMAINTAINAFRIENDLYATTITUDECONSISTENT4,INTHEMAINTENANCEOFBUSINESSVALUATIONJOBCONTENTCONFIRMWITHTHECUSTOMERMAINTENANCEANDVALUATION,GENERALLYUSETHE“EVALUATIONSYSTEM“BYTHESYSTEMTROUBLESHOOTINGINVOLVESMAINTENANC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