昌河铃木售后服务指导手册(试用版)

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1、售后服务指导手册（试用版）昌河铃木汽车售后服务指导手册目录前言第1章概述······································31.1目的·····································31.2责任·····································31.3手册的使用及管理办法···························31.4本手册的缩略语·······························41.5解释权···········

2、·························4第2章售后服务组织机构及职责··························52.1售后技术服务处组织机构及工作职责···················62.2办事处售后服务工作职责·························92.3部品处组织机构及工作职责························102.4常用业务电话································15第3章售后服务网络管理····················

3、··········163.1服务站的组织机构和工作职责·······················173.2服务站准入条件·······························253.3建立服务站程序与要求···························333.4服务站类别变更程序与要求························623.7终止服务站程序与要求···························753.8二级服务站管理办法····························

4、833.9服务站规范经营管理规定························1023.10服务站企业变更及信息备案管理规定··················1113.11服务站培训管理办法···························1193.12售后服务资料管理办法··························1293.13服务站5S现场管理····························133第4章售后服务工作规范·····························136I昌河铃

5、木汽车售后服务指导手册4.1日常工作规范、接待礼仪、标准用语··················1374.2环境、设施、设备管理规范························1424.3顾客管理··································1444.4服务热线管理规范·····························147第5章售后技术服务·······························1485.1利亚纳系列汽车质量保证服务有关规定················14

6、95.2北斗星系列汽车质量保证服务有关规定················1525.3平头碰系列汽车质量保证的有关规定··················1565.4浪迪系列汽车质量保证服务有关规定··················1605.5市场质量问题的处理程序与要求····················1645.6质量保证服务退、换车操作规定····················1705.7市场质量信息反馈管理办法·······················178第6章索赔结算·············

7、·····················1846.1质量保证服务故障件返厂要求······················1856.2质量保证服务费用结算程序与要求···················1886.3售后服务条形码补、换有关规定····················196第7章部品供应··································1988.1部品管理规定·······························1998.2部品订货程序与要求·················

8、··········2008.3紧急部品供应管理规定··························2038.4部品退、换、补货管理规定·······················206II昌河铃木汽车售后服务指导手册前言随着国内汽车市场的高速发展，各汽车品牌间的竞争已逐步从产品、价格延伸到服务，如何以顾客为中心提高顾客满意度成为各汽车生