汽车售后服务流程

汽车售后效劳流程

ServiceProcedure前台接待流程FrontReceptionProgram维修参谋评估ServiceAdvisorPerformanceEvaluation客户是什么Whatiscustomer客户期待的效劳Theservicecustomerexpect客户的权力Rightofthecustomer我们效劳的目的Ouraimofservice18%

68%14%其他顾客效劳是在顾客心目中最重要的竞爭因素效劳人员的态度缺乏主动性效率低效劳汽车前台接待流程FrontReceptionProgram预约效劳AdvanceBooking接待效劳ReceptionProcess初步检查VisualInspection监控流程MonitoringJobProcessing确认工单WritingupRepairOrder终检FinalInspection解释工作JobExplanation跟踪效劳Follow-upReception1预约效劳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预约的目的AimsofAdvanceBooking预约的好处：TheadvantageofAdvanceBooking客户被按时接待Customerisreceptedontime效劳速度提高Speedofserviceimproved客户得到周到的服务PerfectCustomerCare鼓励客户做预约EncouragingCustomerstoMakeAppointmentCR:DiscusswithcustomerThescaleofworkVehiclereceptionappointment客户打CustomercallsinCR:问候GreetingsCR:询问客户需要什么效劳Askcustomerhowcanbehelped客户作预约CustomerbooksinvehicleSA:Repeatmainpointsofconversationforconfirmation其他效劳紧急情况OtherServiceorEmergency引至维修参谋处或其他部门AssigntoonefreeSA/OtherDepartmentCR:需要维修参谋的技术支持？SA:DiscusswithcustomerThescaleofworkVehiclereceptionappointmentCR:RepeatmainpointsofconversationforconfirmationSA:ReturnthecalltoCRNoYesCR:填写预约登记表FillinadvancebookinglistCR/SA:准备预约工单PreparePre-orderCR/SA:准备预约内容Preparationforappointment完成Closing接待效劳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客户等待时的效劳Lookafterthecustomerduringthewaitingperiod交车时间Determinerepairdeadline接待的目的AimsofReception检查车辆历史以便做招回效劳和返修Checkvehiclehistoryforopenservicemeasures/repeatrepairs初步检查VisualInspectionTheadvantageofavisualinspectionisthattheSAcanpointoutdamageandfaultstothecustomerandsuggestappropriateremedies.Hecanalsotaketheopportunitytodrawattentiontothestateofwearingparts(e.g.worntires)ofwhichthecustomermaynothaveaware.初检的好处是维修参谋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WritingupRepairOrderTherepairorderisaninstrumentfortheworkshop,whichalsocanbeseenuseascontractbetweenMercedes-Benz-Branchandcustomers.Thereforeithastobecreatedunderstandableandclearallindetails.工单是维修厂的工具，是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

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将客户带到维修参谋面前Transferofthecustomertotherespectiveserviceadvisor感谢客户并道别Thankcustomerandsaygood-byeReceptionProblems跟踪效劳Follow-up跟踪效劳的目的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Discusstheresults