汽车售后服务流程图
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汽车售后服务流程
Service Procedure
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
用预约工单形式准备接待客户 Prepare customers visit by opening a pre-order
提供报价 Provide price
estimate
检查车辆历史以便做招回服务和返修 Check vehicle history
for open service measures/ repeat repairs
客户得到周到的服务 Perfect Customer Care
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
其他服务紧急情况 Other Service or
mater of mobility
完整贴切的检查客户/车辆挡案 Check customer/ vehicle data on
completeness/ rightness
确认工作范围 Determine and register scope of service/ repair
与客户一起进行检测 Execute interactive reception
机动灵活地处理客户 Process customer mobility if required
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
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 opportunity to draw attention to the state of wearing parts (e.g. worn tires) of which the customer may not have aware.
1. 预约服务Advance Booking
Reception
1
预约的目的 Aims of Advance Booking
持续利用车间生产力 Ensure continuous workshop capacity
utilisation
预订/储备所需零件 Reserve/ order needed
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
No
？
Yes SA: Discuss with customer •The scale of work •Vehicle reception appointment SA: Repeat main points of conversation for confirmation
CR: 填写预约登记表 Fill in advance booking list
完成 Closing
CR/ SA: 准备预约工单 Prepare Pre-order
CR/SA: 准备预约内容 Preparation for appointment
2. 接待服务Reception Process
接待的目的Aims of Reception
客户的权力
Right of the customer
我们服务的目的
Our aim of service
顾客服务是在顾客心目中最重要的竞爭因素
其他
18%
汽车
14%
服务
68%
•服务人员的态度 •缺乏主动性 •效率低
前台接待流程
Front Reception Program
Fra Baidu bibliotek
1. 预约服务Advance Booking 2. 接待服务Reception Process 3. 初步检查Visual Inspection 4. 确认工单Writing up Repair Order 5. 监控流程Monitoring Job Processing 6. 终检Final Inspection 7. 解释工作Job Explanation 8. 跟踪服务Follow-up
处理工单 Process workshop
repair order.
客户等待时的服务 Look after the customer during the waiting period
交车时间 Determine repair deadline
迎接客户 Greet customer
灵活的处理客户 Support customer in the
with pre-diagnose together with the customer
检查车辆历史以便做招回服务和返修
Check vehicle history for open service measures/
repeat repairs
3. 初步检查Visual Inspection
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。
spare parts
考虑接车与车间生产力 Consider reception and workshop capacity
utilisation
记录客户需求 Register
customer request
为客户提供友好的预约建议 Offer customer
friendly booking date suggestions
SA: Return the call to CR
CR: Discuss with customer •The scale of work •Vehicle reception appointment CR: Repeat main points of
conversation for confirmation
Service Procedure
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
用预约工单形式准备接待客户 Prepare customers visit by opening a pre-order
提供报价 Provide price
estimate
检查车辆历史以便做招回服务和返修 Check vehicle history
for open service measures/ repeat repairs
客户得到周到的服务 Perfect Customer Care
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
其他服务紧急情况 Other Service or
mater of mobility
完整贴切的检查客户/车辆挡案 Check customer/ vehicle data on
completeness/ rightness
确认工作范围 Determine and register scope of service/ repair
与客户一起进行检测 Execute interactive reception
机动灵活地处理客户 Process customer mobility if required
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
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 opportunity to draw attention to the state of wearing parts (e.g. worn tires) of which the customer may not have aware.
1. 预约服务Advance Booking
Reception
1
预约的目的 Aims of Advance Booking
持续利用车间生产力 Ensure continuous workshop capacity
utilisation
预订/储备所需零件 Reserve/ order needed
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
No
？
Yes SA: Discuss with customer •The scale of work •Vehicle reception appointment SA: Repeat main points of conversation for confirmation
CR: 填写预约登记表 Fill in advance booking list
完成 Closing
CR/ SA: 准备预约工单 Prepare Pre-order
CR/SA: 准备预约内容 Preparation for appointment
2. 接待服务Reception Process
接待的目的Aims of Reception
客户的权力
Right of the customer
我们服务的目的
Our aim of service
顾客服务是在顾客心目中最重要的竞爭因素
其他
18%
汽车
14%
服务
68%
•服务人员的态度 •缺乏主动性 •效率低
前台接待流程
Front Reception Program
Fra Baidu bibliotek
1. 预约服务Advance Booking 2. 接待服务Reception Process 3. 初步检查Visual Inspection 4. 确认工单Writing up Repair Order 5. 监控流程Monitoring Job Processing 6. 终检Final Inspection 7. 解释工作Job Explanation 8. 跟踪服务Follow-up
处理工单 Process workshop
repair order.
客户等待时的服务 Look after the customer during the waiting period
交车时间 Determine repair deadline
迎接客户 Greet customer
灵活的处理客户 Support customer in the
with pre-diagnose together with the customer
检查车辆历史以便做招回服务和返修
Check vehicle history for open service measures/
repeat repairs
3. 初步检查Visual Inspection
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。
spare parts
考虑接车与车间生产力 Consider reception and workshop capacity
utilisation
记录客户需求 Register
customer request
为客户提供友好的预约建议 Offer customer
friendly booking date suggestions
SA: Return the call to CR
CR: Discuss with customer •The scale of work •Vehicle reception appointment CR: Repeat main points of
conversation for confirmation