奇瑞汽车服务站长培训手册——服务运营管理

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1、奇瑞汽车服务站长培训手册——服务运营管理奇瑞汽车服务站长培训手册————服务运营管理奇瑞汽车内部培训材料目录第一节站长的定位与工作职责····························································2第二节客户满意度与种程度及其定义················································5第三节服务站赢利与客户关系···························································12第四节站长的站务管理与客户关系

2、···················································16第五节站长日常业务管理与关注要素··············································21第六节客户满意度与建立标准服务流程的意义······························22第七节奇瑞公司标准服务流程与正确执行······································27第八节现场6S管理··············································

3、·······························37第九节服务站经营管理与财务分析···················································51第十节目标设定与改善·······································································54第十一节客户资源管理······································································59第十二节客户流失分析与客户吸引策

4、略···········································64第十三节客户抱怨处理········································································67相关表格·································································································711第一节站长的定位与工作职责1.汽车维修企业的站长是做什么的？??请你把对站长的角色的理解??与小

5、组其他同事分享讨论??3分钟交流??小组代表发言2.站长的定位总经理联系站长沟通员工3.站长应具备的条件??大专以上文化程度三年以上工作经验，??中专以上文化程度，六年以上工作经验??汽车、机械、营销、管理相关专业??具备领导能力和决策能力??具备创新意识和先进理念??具备汽车驾驶、有驾照24.站长的工作职能??计划职能??组织职能??领导职能??激励职能??控制职能5.站长每日备忘录??主持或参加晨会??班前内务检查??报表分析??修改批阅文件??与厂家信息沟通??接发邮件、信息??了解行业及时事新闻??至少与一位员工沟通??至少与一位客户沟通??部门巡视

6、，了解、发现并及时解决问题??认真看一篇本行业前瞻性文章??每日工作进度查核??当日工作总结，明日工作安排??班后安全巡视36.站长工作职责??落实国家及行业的各项法律法规，制定落实企业方针、政策，贯彻、落实奇瑞公司的各项政策??处理重大客户抱怨??负责服务站内部文件的审批??定期向奇瑞公司报告工作计划及经营、管理工作??负责服务站所需资源的配备??负责为达成服务质量管理目标进行各项服务创新和服务改善7.站长工作职责??品牌建立与制定企业竞争策略??建立组织机构与人员调配??规章制度与标准的制定与监督执行??经营分析与管理??作业现场管理与6s??备件与库存

7、管理??客户关系管理与客户满意度提升??人力资源管理与团队建设??运营管理与效率分析??异常情况管理??客户抱怨与投诉处理8.站长工作职责整合企提高工作效率业资源强化客提升客户满意户关系4第二节客户满意度与忠诚度及其意义1.何谓客户的期望值？??客户的期望值就是客户在接受车辆维修服务时，希望从服务站那里得到的东西。??客户的期望来自于客户以往的接受服务的经历、朋友的告知、服务站以及厂家的宣传。??关键时刻大多都是所谓的小事和琐事，然而就是这些小事和琐事，却决定了你生意兴隆或者兴衰。一屋不扫，何以扫天下？！１7><０９８眼睛一亮７６５４还可以３２１失望实际效果

8、客户满意＝客户期望5２．实际效果＞客户期望３．实际效