奔驰服务流程培训
合集下载
相关主题
- 1、下载文档前请自行甄别文档内容的完整性，平台不提供额外的编辑、内容补充、找答案等附加服务。
- 2、"仅部分预览"的文档,不可在线预览部分如存在完整性等问题,可反馈申请退款(可完整预览的文档不适用该条件!)。
- 3、如文档侵犯您的权益，请联系客服反馈,我们会尽快为您处理(人工客服工作时间：9:00-18:30)。
utilisation
提供报价 Provide price
estimate
预订/储备所需零件 Reserve/ order needed
spare parts
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
与客户一起进行检测 Execute interactive reception
with pre-diagnose together with the customer
迎接客户 Greet customer
灵活的处理客户 Support customer in the
mater of mobility
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
CR: 需要维修顾问的技术支持？ Assiபைடு நூலகம்n to one SA for technical
support necessary?
Yes
SA: Discuss with customer The scale of work Vehicle reception appointment
SA: Repeat main points of conversation for confirmation
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
考虑接车与车间生产力 Consider reception and workshop capacity
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
客户的权力 Right of the customer
前台接待流程 Front Reception Program
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
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。
用预约工单形式准备接待客户 Prepare customers visit by opening a pre-order
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
机动灵活地处理客户
Process customer mobility if required
完整贴切的检查客户/车辆挡案 Check customer/ vehicle data on
completeness/ rightness
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
SA: Return the call to CR
No
CR: Discuss with customer The scale of work Vehicle reception appointment
CR: Repeat main points of conversation for confirmation
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
客户得到周到的服务 Perfect Customer Care
客户打电话 Customer calls in
我们服务的目的 Our aim of service
提供令客户满意的服务 To satisfy Customer
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
Source: Dr. Wolfgang Müller: Conference "Customer satisfaction through service - how?"
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 Emergency
引至维修顾问处或其他部门 Assign to one free SA/ Other Department
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
确认工作范围 Determine and register scope of service/ repair
提供报价 Provide price
estimate
预订/储备所需零件 Reserve/ order needed
spare parts
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
与客户一起进行检测 Execute interactive reception
with pre-diagnose together with the customer
迎接客户 Greet customer
灵活的处理客户 Support customer in the
mater of mobility
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
CR: 需要维修顾问的技术支持？ Assiபைடு நூலகம்n to one SA for technical
support necessary?
Yes
SA: Discuss with customer The scale of work Vehicle reception appointment
SA: Repeat main points of conversation for confirmation
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
考虑接车与车间生产力 Consider reception and workshop capacity
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
客户的权力 Right of the customer
前台接待流程 Front Reception Program
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
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。
用预约工单形式准备接待客户 Prepare customers visit by opening a pre-order
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
机动灵活地处理客户
Process customer mobility if required
完整贴切的检查客户/车辆挡案 Check customer/ vehicle data on
completeness/ rightness
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
SA: Return the call to CR
No
CR: Discuss with customer The scale of work Vehicle reception appointment
CR: Repeat main points of conversation for confirmation
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
客户得到周到的服务 Perfect Customer Care
客户打电话 Customer calls in
我们服务的目的 Our aim of service
提供令客户满意的服务 To satisfy Customer
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
Source: Dr. Wolfgang Müller: Conference "Customer satisfaction through service - how?"
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 Emergency
引至维修顾问处或其他部门 Assign to one free SA/ Other Department
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
确认工作范围 Determine and register scope of service/ repair