奔驰前台接待流程ppt课件

1、建立一个有效的构造Organizing an Operational Structure6.0客户关怀Customer Care5.0运营管理Operations Management前台接待8个步骤Front Reception Procedure (8 Steps)保修流程Warranty Process Flow时间和出勤记录Time and attendance recording4.0建立一个有效的构造Organizing an Operational Structure单据的顺序Order Scheduling终检/ 质量控制Final/Quality Control车间流程Wor

2、kshop Flow返修任务流程Return Job Flow Chart资源控制Inventory Control出纳Cashier6.0客户关怀Customer Care5.0运营管理Operations Management4.0建立一个有效的构造Organizing an Operational Structure保修流程Warranty Process Flow时间和出勤记录Time and attendance recording单据的顺序Order Scheduling终检/ 质量控制Final/Quality Control车间流程Workshop Flow资源控制Invent

3、ory Control出纳Cashier前台接待8个步骤Front Reception Procedure (8 Steps)约定效力Advance Booking接待中心1接待客户Reception Process跟踪效力Follow-up接待中心Problem确认工单Issuing Repair Order解释任务Job Explanation监视任务进度Monitoring终检Final Inspection初步检测Visual Inspection约定效力Advance Booking接待效力Reception Process初步检查Visual Inspection监控流程Monit

4、oring Job Processing确认工单Writing up Repair Order终检Final Inspection解释任务Job Explanation跟踪效力Follow-up8 StepsReception1约定效力Advance Booking为客户提供友好的约定建议 Offer customerfriendly booking datesuggestions 继续利用车间消费力Ensure continuousworkshop capacityutilisation思索接车与车间消费力 Consider receptionand workshop capacity ut

5、ilisation机动灵敏地处置客户Process customermobility if required记录客户需求 Registercustomer request 预订/贮藏所需零件Reserve/ order neededspare parts检查车辆历史以便做招回效力和返修 Check vehicle historyfor open service measures/ repeat repairs 用约定工单方式预备接待客户Prepare customersvisit by opening apre-order 提供报价 Provide price estimate目的Purpos

6、e协助效力中心思解前台约定流程To assist Service Center to understand operating process of Advance Booking at frontline.ABFC1.JPG约定流程Advance Booking Flow Chart约定的益处：The advantage of Advance Booking客户被按时接待Customer is recepted on time效力速度提高Speed of service improved客户得到周到的效力Perfect Customer Care鼓励客户做约定Encouraging Cust

7、omers to Make Appointment接待效力Reception Process 完好贴切的检查客户/车辆挡案Check customer/vehicle data on completeness/ rightness处置工单Process workshop repair order.灵敏的处置客户 Support customer in themater of mobility 确认任务范围Determine and register scope of service/ repair 迎接客户Greet customer客户等待时的效力Look after the custome

8、rduring the waiting period交车时间Determine repair deadline检查车辆历史以便做招回效力和返修 Check vehicle historyfor open service measures/ repeat repairs目的Purpose协助效力中心思解前台接待流程To assist Service Center to understand operating process of Reception at frontline.RPFC1.JPG接待流程Reception Process Flow Chart初步检查Visual Inspecti

9、on 与客户一同进展检测Execute pre-diagnose together with the customerThe advantage of a visual inspection is that the SA can point out damage and faults to the customer and suggest appropriate remedies. He can also take the opportunity to draw attention to the state of wearing parts (e.g. worn tires) of which

10、 the customer may not have aware. 初检的益处是维修顾问可以指出缺点并提出建议。同时他可以对客户不留意的易损件进展检查。确认工单Writing up Repair OrderThe repair order is an instrument for the workshop, which also can be seen use as contract between Mercedes-Benz-Branch and customers. Therefore it has to be created understandable and clear all in

11、 details.工单是维修厂的工具，是MB维修中心与客户之间的合同。因此工单的书写必需非常清楚而且易懂。监控流程Monitoring Job Processing终检Final Inspection为满足客户期望：To ensure this expectation is satisfied:每一个客户对维修厂有很高的期望Every customer has got a high expectation regarding the craftsmanship of workshop. 终检是必要的Final Quality Control is necessary解释任务Job Explan

12、ation 解释维修内容及质量报告Explain repair andquality report 将车辆及钥匙交与客户Hand over vehicle and keys to customer 将客户带到维修顾问面前Transfer of the customerto the respective serviceadvisor赞赏客户并道别Thank customer andsay good-bye解释发票内容Explain repair invoice 迎接客户Greet customer提供应客户的信息What information is given to the customer?

13、 任务内容 the work carried out on the vehicle 发票内容 the composition of the invoice 终检结果 the defects discovered on the vehicle 车辆的总体情况 the general technical condition of the vehicle 下次必做的任务 work that may become necessary laterReceptionProblems跟踪效力Follow-up 交车后3天后与客户联络Contact customerlatest about 3 daysaft

14、er he has takenthe vehicle back 就每一项任务结果讨论Discuss the resultswith the respectiveservice teams 更新客户档案Update customerdatabase更正错误 Initiate correctiveactions记录客户建议 Document thecustomers comments分析结果Analyse the results效力顾问表现评价SA Performance Evaluation1. 自动向客户引荐，并根据车间任务情况进展约定Handling & promoting of advan

15、ce booking according to workshop capacity2. 在客户到来之前预备约定工单和维修记录Preparation of Pre-order with history cards before customer visit3. 按到达顺序接待客户Dealing with customers in order of arrival4. 迎接及问候客户Prompt greeting & attendance to customers upon arrival5. 个人仪表Appearance of the person6. 说话的方式Style of convers

16、ation效力顾问表现评价SA Performance Evaluation8. 在客户面前对车辆进展系统的检测Vehicle inspection & systematic checking in the presence of customer9. 诊断的正确性Accuracy of diagnosis10. 自动引荐保养维修工程Recommend service or repair job to customer11. 向顾客提供价钱与交车时间的估算Preparation of estimates & deadlines12. 所开工单的准确性Veracity of generating

17、 repair orders7. 仔细倾听并仔细记录客户的要求及对缺点的描画Listening carefully to and recording customers requirements and descriptions of vehicle problem效力顾问表现评价SA Performance Evaluation15. 交车时对客户的关注Attendance of customer during vehicle delivery16. 向客户解释维修工程以及改换零件的工程Explanation of repair bills & parts replacement to cu

18、stomers17. 向客户道别的方式Final greeting approach18. 交车后的跟踪效力Follow-up service/ calls to customer after vehicle delivery14. 交车前进展检查Performing of Final/ Quality control13. 跟踪与监控任务的进程Follow-up & monitoring of work in progress效力顾问表现评价SA Performance Evaluation6.0客户关怀Customer Care5.0运营管理Operations Management4.0

19、建立一个有效的构造Organizing an Operational Structure保修流程Warranty Process Flow时间和出勤记录Time and attendance recording单据的顺序Order Scheduling终检/ 质量控制Final/Quality Control车间流程Workshop Flow资源控制Inventory Control出纳Cashier车间流程Workshop Flow协助效力中心思解车间流程To assist Service Center to understand operating process of Job Flow

20、for workshop.WorkshopFC1.JPG目的PurposeControl Room (6) Guard House (3) Customer Receptionist (4)Service Advisor (5)Final Control (10)Wash Bay (11)Invoice Clerk/Warranty Clerk (12)Service Manger (13)Customer (2)GL/Foreman (8) Advance Booking (1)Mechanic (7)Cashier (14) Parts Department (9) Spare Parts

21、6.0客户关怀Customer Care5.0运营管理Operations Management4.0建立一个有效的构造Organizing an Operational Structure保修流程Warranty Process Flow时间和出勤记录Time and attendance recording单据的顺序Order Scheduling终检/ 质量控制Final/Quality Control车间流程Workshop Flow资源控制Inventory Control出纳Cashier保修流程Warranty Process Flow Mechanic (5)Parts Dep

22、artment (7)Forman (6) Customer (1)Service Advisor (2) Control Room (4)Service Manager (3) Warranty Clerk (8)Control Room (9) Final Control (10)Service Manager (11) Warranty Clerk (12)协助效力中心思解保修流程To assist Service Center to understand operating process of Warranty Claim.WarrantyFC1.JPG目的Purpose保修流程Warranty Process Flow6.0客户关怀Customer Care5.0运营管理Operations Management4.0建立一个有效的构造