汽车售后服务 论文

目录

摘要 (1)

引言 (3)

第一章汽车服务的概述 (4)

1.1汽车服务的基本概念 (4)

1.2汽车服务的基本特征 (4)

1.3汽车服务的主要特征 (4)

第二章我国汽车服务的发展现状及发展趋势 (6)

2.1汽车服务的发展现状 (6)

2.2汽车服务发展趋势 (8)

第三章售后服务的必要性和必然性 (10)

3.1售后服务的必要性 (10)

3.2售后服务的必然性 (10)

第四章售后服务的标准流程 (12)

4.1.导入服务 (13)

4.2.招徕预约 (14)

4.3.预约准备 (16)

4.4.来店接待 (17)

4.5.车辆维修作业 (18)

4.6.车辆交付 (19)

4.7.跟踪回访 (21)

第五章.汽车售后服务的管理 (22)

结束语 (23)

参考文献 (23)

摘要

文章对汽车服务基本概念、特征进行阐述，分析我国的汽车售后服务的现状和发展趋势，汽车售后服务的必然性和必要性，对比国内外的现在服务。得出的结论是汽车售后服务是汽车行业未来的核心竞争力，而改进的手段是要制定标准的售后服务流程和健全的售后管理。

本文从两个方面阐述了售后服务在汽车行业中是核心竞争力，首先是随着我国汽车保有量的增加，这将导致消费者购买欲的下降，必须为客户提高售后服务，提高客户的购买欲。其次汽车产品的同质化导致汽车行业竞争里的减少，要提高竞争力增加产值，必需转向售后服务。要提高售后服务的服务品质，必须制定标准的汽车售后服务流程和健全的管理体系。在加快我国汽车服务业方面，我国应该借鉴国外的政府参与的管理体系和机构。借鉴国外的先进制度，注重经营行为，建立诚信机制，增加交易透明度。在服务标准、市场管理、从业人员资格培养标准、市场建设与规划等环节加强宏观调控，适应时代需求发展汽车服务业的产业政策，以推进汽车市场服务规范化、秩序化发展；企业应加强服务人员的资格认证。从而提高我国的汽车服务业。

关键词：售后服务概念服务流程服务现状管理

Abstract

The basic concept of the car service articles , features elaborate , analyze the current situation of China's automotive aftermarket and trends , the inevitability and necessity of car service , compared to the current domestic and international services . Concluded that the future of automotive aftermarket automotive industry's core competitiveness , and improve the means to develop standard processes and improve after-sales service management .

This paper describes two aspects of service in the automotive industry is the core competitiveness , first with the increase of car ownership in China , which will result in decreased desire of consumers to buy , you must improve service to customers , improve customer buying want . Followed by homogenization of automotive products led to a reduction in competition in the automobile industry to improve competitiveness increase output , must turn to after-sales service . To improve the quality of after-sales service , the need to develop a standard car service processes and sound management system . In terms of speeding up China's automotive service industry, China should learn from foreign management systems and institutions of government involvement. Learn from foreign advanced systems, focusing on business practices, establish credit mechanisms to increase transparency of transactions. In service standards, market management, training employees eligible criteria, such as construction and planning aspects of the market to strengthen macro-control, the development of automotive service industry needs to adapt to the era of industrial policies to promote the standardization of automotive marketing services, order development; enterprises should strengthen the service personnel qualification. Thereby improving our automotive service industry.

Keywords:After-sales service concept, service process, current situation of service management