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1、汽车售后服务流程Service Procedure,Process and Quality Improvement Training Sep.,前台接待流程Front Reception Program,维修顾问评估Service Advisor Performance Evaluation,客户是什么What is customer,客户期待的服务The service customer expect,客户的权力Right of the customer,我们服务的目的Our aim of service,提供令客户满意的服务To satisfy Customer,18%,68%,14%,S
2、ource:Dr.Wolfgang Mller:Conference Customer satisfaction through service-how?,其他,顾客服务是在顾客心目中最重要的竞爭因素,服务人员的态度,缺乏主动性,效率低,服务,汽车,前台接待流程Front Reception Program,预约服务Advance Booking,接待服务Reception Process,初步检查Visual Inspection,监控流程Monitoring Job Processing,确认工单Writing up Repair Order,终检Final Inspection,解释工作
3、Job Explanation,跟踪服务Follow-up,8 Steps,预约服务Advance Booking,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Perfect Customer Care,鼓励客户做预约Encouraging Customers to Make Appointment,CR:Discuss with customerThe scale of workVehicle recept
4、ion appointment,客户打电话Customer calls in,CR:问候Greetings,CR:询问客户需要什么服务Ask customer how can be helped,客户作预约Customer books in vehicle,SA:Repeat main points of conversation for confirmation,其他服务紧急情况Other Service or Emergency,引至维修顾问处或其他部门Assign to one free SA/Other Department,CR:需要维修顾问的技术支持？Assign to one S
5、A for technical support necessary?,SA:Discuss with customerThe scale of workVehicle reception appointment,CR:Repeat main points of conversation for confirmation,SA:Return the call to CR,No,Yes,Draft,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
6、 workshop repair order.,与客户一起进行检测Execute interactive reception with pre-diagnose togetherwith the customer,灵活的处理客户 Support customer in themater of mobility,确认工作范围Determine and register scope of service/repair,迎接客户Greet customer,客户等待时的服务Look after the customerduring the waiting period,交车时间Determine r
7、epair deadline,接待的目的Aims of Reception,检查车辆历史以便做招回服务和返修 Check vehicle historyfor open service measures/repeat repairs,初步检查Visual Inspection,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 opportu
8、nity to 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
9、and 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:终检是必要的Final Quality Control is necessary,每一个客户对维修厂有很高的期望Every customer h
10、as got a high expectation regarding the craftsmanship of workshop.,解释工作Job Explanation,迎接客户Greet customer,解释发票内容Explain repair invoice,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,感谢客户
11、并道别Thank customer andsay good-bye,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 become necessary l
12、ater,跟踪服务Follow-up,跟踪服务的目的Aims of the Follow-up,交车后3天之内与客户联系Contact customerlatest about 3 daysafter he has takenthe vehicle back,就每一项工作结果讨论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,维修顾问评估Service Advisor Performance Evaluation,THANK YOU FOR YOUR KIND ATTENTION！,
