汽车售后服务流程

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1、汽车售后服务流程ServiceProcedure前台接待流程FrontReceptionProgram维修顾问评估ServiceAdvisorPerformanceEvaluation客户是什么Whatiscustomer客户期待的服务Theservicecustomerexpect客户的权力Rightofthecustomer我们服务的目的Ouraimofservice18%68%14%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FrontReceptionProgr

2、am预约服务AdvanceBooking接待服务ReceptionProcess初步检查VisualInspection监控流程MonitoringJobProcessing确认工单WritingupRepairOrder终检FinalInspection解释工作JobExplanation跟踪服务Follow-upReception1预约服务AdvanceBooking为客户提供友好的预约建议Offercustomerfriendlybookingdatesuggestions持续利用车间生产力Ensurecont

3、inuousworkshopcapacityutilisation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/repe

4、atrepairs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服务速度提高Speedofserviceimproved客户得到周到的服务PerfectCustomerCare鼓励客户做预约EncouragingCustomersto

5、MakeAppointmentCR:DiscusswithcustomerThescaleofworkVehiclereceptionappointment客户打电话CustomercallsinCR:问候GreetingsCR:询问客户需要什么服务Askcustomerhowcanbehelped客户作预约CustomerbooksinvehicleSA:Repeatmainpointsofconversationforconfirmation其他服务紧急情况OtherServiceorEmergency引至维修顾

6、问处或其他部门AssigntoonefreeSA/OtherDepartmentCR:需要维修顾问的技术支持？SA:DiscusswithcustomerThescaleofworkVehiclereceptionappointmentCR:RepeatmainpointsofconversationforconfirmationSA:ReturnthecalltoCRNoYesCR:填写预约登记表FillinadvancebookinglistCR/SA:准备预约工单PreparePre-orderCR/SA:准备

7、预约内容Preparationforappointment完成Closing接待服务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Supportcustomerinthematerof

8、mobility确认工作范围Determineandregisterscopeofservice/repair迎接客户Greetcustomer客户等待时的服务Lookafterthecustomerduringthewaitingperiod交车时间Determinerepairdeadline接待的目的AimsofReception检查车辆