奔驰售后服务标准作业流程ppt.ppt

1、建立一个有效的结构 Organizing an Operational Structure,6.0客户关怀 Customer Care,5.0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 recording,4.0建立一个 有效的结构 Organizing an Operational Structure,单据的顺序 Order Scheduling,终检/ 质量控制 Final/Qual

2、ity Control,车间流程 Workshop Flow,返修工作流程 Return Job Flow Chart,资源控制 Inventory Control,出纳 Cashier,6.0客户关怀 Customer Care,5.0运营管理 Operations Management,4.0建立一个 有效的结构 Organizing an Operational Structure,前台接待8个步骤 Front Reception Procedure (8 Steps),预约服务Advance Booking,接待服务Reception Process,初步检查Visual Inspec

3、tion,监控流程Monitoring Job Processing,确认工单Writing up Repair Order,终检Final Inspection,解释工作Job Explanation,跟踪服务Follow-up,8 Steps,预约服务Advance Booking,为客户提供友好的预约建议 Offer customer friendly booking date suggestions,持续利用车间生产力 Ensure continuous workshop capacity utilisation,考虑接车与车间生产力 Consider reception and wo

4、rkshop capacity utilisation,机动灵活地处理客户 Process customer mobility if required,记录客户需求 Register customer request,预订/储备所需零件 Reserve/ order needed spare parts,检查车辆历史以便做招回服务和返修 Check vehicle history for open service measures/ repeat repairs,用预约工单形式准备接待客户 Prepare customers visit by opening a pre-order,提供报价

5、Provide price estimate,目的 Purpose,帮助服务中心理解前台预约流程 To assist Service Center to understand operating process of Advance Booking at frontline. ABFC1.JPG,预约流程 Advance Booking Flow Chart,预约的好处： The advantage of Advance Booking,客户被按时接待 Customer is recepted on time,服务速度提高 Speed of service improved,客户得到周到的服务

6、 Perfect Customer Care,鼓励客户做预约 Encouraging Customers to Make Appointment,接待服务Reception Process,完整贴切的检查客户/车辆挡案 Check customer/ vehicle data on completeness/ rightness,处理工单 Process workshop repair order.,灵活的处理客户 Support customer in the mater of mobility,确认工作范围 Determine and register scope of service/

7、repair,迎接客户 Greet customer,客户等待时的服务 Look after the customer during the waiting period,交车时间 Determine repair deadline,检查车辆历史以便做招回服务和返修 Check vehicle history for open service measures/ repeat repairs,目的 Purpose,帮助服务中心理解前台接待流程 To assist Service Center to understand operating process of Reception at fro

8、ntline. RPFC1.JPG,接待流程 Reception Process Flow Chart,初步检查Visual Inspection,与客户一起进行检测 Execute pre-diagnose together with the customer,The 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 t

9、o draw attention to the state of wearing parts (e.g. worn tires) of which the customer may not have aware.,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Writing up Repair Order,The repair order is an instrument for the workshop, which also can be seen use as contract between Mercedes-Benz-Branch an

10、d customers. Therefore it has to be created understandable and clear all in details.,工单是维修厂的工具，是MB维修中心与客户之间的合同。因此工单的书写必须十分清楚而且易懂。,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

11、 craftsmanship of workshop.,终检是必要的 Final Quality Control is necessary,解释工作Job Explanation,解释维修内容及质量报告 Explain repair and quality 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 customer to the respective service advisor,感谢客户并道别 Thank customer and say good-bye,解释发

12、票内容 Explain repair invoice,迎接客户 Greet customer,提供给客户的信息 What information is given to the customer?,工作内容 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 下次必做的工作 work that may beco

13、me necessary later,跟踪服务Follow-up,交车后3天后与客户联系 Contact customer latest about 3 days after he has taken the vehicle back,就每一项工作结果讨论 Discuss the results with the respective service teams,更新客户档案 Update customer database,更正错误 Initiate corrective actions,记录客户建议 Document the customers comments,分析结果 Analyse

14、the results,服务顾问表现评估 SA Performance Evaluation,1. 主动向客户推荐，并根据车间工作情况进行预约 Handling & promoting of advance booking according to workshop capacity,2. 在客户到来之前准备预约工单和维修记录 Preparation of Pre-order with history cards before customer visit,3. 按到达顺序接待客户 Dealing with customers in order of arrival,4. 迎接及问候客户 Pr

15、ompt greeting & attendance to customers upon arrival,5. 个人仪表 Appearance of the person,6. 谈话的方式 Style of conversation,服务顾问表现评估 SA Performance Evaluation,8. 在客户面前对车辆进行系统的检测 Vehicle inspection & systematic checking in the presence of customer,9. 诊断的正确性 Accuracy of diagnosis,10. 主动推荐保养维修项目 Recommend ser

16、vice or repair job to customer,11. 向顾客提供价格与交车时间的估算 Preparation of estimates & deadlines,12. 所开工单的精确性 Veracity of generating repair orders,7. 仔细倾听并认真记录客户的要求及对故障的描述 Listening carefully to and recording customers requirements and descriptions of vehicle problem,服务顾问表现评估 SA Performance Evaluation,15. 交车

17、时对客户的关注 Attendance of customer during vehicle delivery,16. 向客户解释维修项目以及更换零件的项目 Explanation of repair bills & parts replacement to customers,17. 向客户道别的方式 Final greeting approach,18. 交车后的跟踪服务 Follow-up service/ calls to customer after vehicle delivery,14. 交车前进行检查 Performing of Final/ Quality control,13

18、. 跟踪与监控工作的进程 Follow-up & monitoring of work in progress,服务顾问表现评估 SA Performance Evaluation,6.0客户关怀 Customer Care,5.0运营管理 Operations Management,4.0建立一个 有效的结构 Organizing an Operational Structure,车间流程 Workshop Flow,帮助服务中心理解车间流程 To assist Service Center to understand operating process of Job Flow for workshop. WorkshopFC1.JPG,目的Purpose,6.0客户关怀 Customer Care,5.0运营管理 Operations Management,4.0建立一个 有效的结构 Organizing an Operational Structure,保修流程 Warranty Process Flow,帮助服务中心理解保修流程 To assist Service Cent