奔驰售后服务标准作业流程
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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
奔驰售后服务标准作业流程
组织结构 Organization
4.0 建立一个 有效的结构
Organizing an Operational Structure
5.0 运营管理 Operations Management
6.0 客户关怀 Customer Care
前台接待8个步骤 Front Reception P保r修oc流ed程ure (8 Steps)
将车辆及钥匙交与客户 Hand over vehicle and
keys to customer
解释发票内容 Explain repair invoice
迎接客户 Greet customer
将客户带到维修顾问面前 Transfer of the customer to the respective service
(8 Step保s)修流程 Warran时ty间P和ro出ce勤s记s F录low Time and atte单nd据a的nc顺e r序ecording
Orde终r S检c/h质ed量ul控in制g Final/Qua车lit间y C流o程ntrol Worksh资o源p F控lo制w Inventory出C纳ontrol Cashier
3. 初步检查Visual Inspection
与客户一起进行检测 Execute pre-diagnose together
with the customer
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。
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.
8. 在客户面前对车辆进行系统的检测 Vehicle inspection & systematic checking in the presence of customer
9. 诊断的正确性 Accuracy of diagnosis
10. 主动推荐保养维修项目 Recommend service or repair job to customer
2. 在客户到来之前准备预约工单和维修记录 Preparation of Pre-order with history cards before customer visit
3. 按到达顺序接待客户 Dealing with customers in order of arrival
4. 迎接及问候客户 Prompt greeting & attendance to customers upon arrival
组织结构 Organization
4.0 建立一个 有效的结构
Organizing an Operational Structure
5.0 运营管理 Operations Management
6.0 客户关怀 Customer Care
前台接待8个步骤 Front Reception Procedure
advisor
解释维修内容及质量报告 Explain repair and quality report
提供给客户的信息 What information is given to the customer?
➢ 工作内容 the work carried out on the vehicle ➢ 发票内容 the composition of the invoice ➢ 终检结果 the defects discovered on the vehicle ➢ 车辆的总体情况 the general technical condition of the vehicle ➢ 下次必做的工作 work that may become necessary later
5. 监控流程Monitoring Job Processing
6. 终检Final Inspection
每一个客户对维修厂有很高的期望 Every customer has got a high expectation regarding the craftsmanship of workshop.
Warranty Process Flow 时间和出勤记录
Time and attendance recording 单据的顺序
Order Scheduling 终检/ 质量控制
Final/Qua车lit间y 流Co程ntrol Work返s修ho工p 作Fl流ow程 Return Jo资b F源lo控w制Chart Inventory出C纳ontrol Cashier
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Βιβλιοθήκη Baidu高 Speed of service improved
客户得到周到的服务 Perfect Customer Care
2. 接待服务Reception Process
服务顾问表现评估 SA Performance Evaluation
服务顾问表现评估 SA Performance Evaluation
1. 主动向客户推荐，并根据车间工作情况进行预约 Handling & promoting of advance booking according to workshop capacity
为满足客户期望： To ensure this expectation is satisfied:
终检是必要的 Final Quality Control is
necessary
7. 解释工作Job Explanation
感谢客户并道别 Thank customer and
say good-bye
更新客户档案 Update customer
database
交车后3天后与客户联系 Contact customer latest about 3 days after he has taken the vehicle back
记录客户建议 Document the customers comments
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
8. 跟踪服务Follow-up Reception
Problems
就每一项工作结果讨论 Discuss the results with the respective service teams
分析结果 Analyse the results
更正错误 Initiate corrective
actions
5. 个人仪表 Appearance of the person
6. 谈话的方式 Style of conversation
服务顾问表现评估 SA Performance Evaluation
7. 仔细倾听并认真记录客户的要求及对故障的描述 Listening carefully to and recording customer’s requirements and descriptions of vehicle problem
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
6. 终检 7. Final Inspection
7. 解释工作 8. Job Explanation
8. 跟踪服务 9. Follow-up
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
接待中心 1
1. 预约服务
2. 接待客户
3. 初步检测
2. Advance Booking 3. Reception Process 4. Visual Inspection
4. 确认工单 5. Issuing Repair Order
接待中心
Pro
ble
m
5. 监督工作进度 6. Monitoring
for open service measures/ repeat repairs
接待流程 Reception Process Flow Chart
目的 Purpose
帮助服务中心理解前台接待流程 To assist Service Center to understand operating process of Reception at frontline. RPFC1.JPG
迎接客户 Greet customer
灵活的处理客户 Support customer in the
mater of mobility
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
预约流程 Advance Booking Flow Chart
目的 Purpose
帮助服务中心理解前台预约流程 To assist Service Center to understand operating process of Advance Booking at frontline. ABFC1.JPG
1. 预约服务Advance Booking Reception 1
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
utilisation
4. 确认工单Writing up Repair Order
工单是维修厂的工具，是MB维修中心与客户之间的合同。因此工单的书写必须十分清楚而且易懂。
The repair order is an instrument for the workshop, which also can be seen use as contract between Mercedes-Benz-Branch and customers. Therefore it has to be created understandable and clear all in details.
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
奔驰售后服务标准作业流程
组织结构 Organization
4.0 建立一个 有效的结构
Organizing an Operational Structure
5.0 运营管理 Operations Management
6.0 客户关怀 Customer Care
前台接待8个步骤 Front Reception P保r修oc流ed程ure (8 Steps)
将车辆及钥匙交与客户 Hand over vehicle and
keys to customer
解释发票内容 Explain repair invoice
迎接客户 Greet customer
将客户带到维修顾问面前 Transfer of the customer to the respective service
(8 Step保s)修流程 Warran时ty间P和ro出ce勤s记s F录low Time and atte单nd据a的nc顺e r序ecording
Orde终r S检c/h质ed量ul控in制g Final/Qua车lit间y C流o程ntrol Worksh资o源p F控lo制w Inventory出C纳ontrol Cashier
3. 初步检查Visual Inspection
与客户一起进行检测 Execute pre-diagnose together
with the customer
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。
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.
8. 在客户面前对车辆进行系统的检测 Vehicle inspection & systematic checking in the presence of customer
9. 诊断的正确性 Accuracy of diagnosis
10. 主动推荐保养维修项目 Recommend service or repair job to customer
2. 在客户到来之前准备预约工单和维修记录 Preparation of Pre-order with history cards before customer visit
3. 按到达顺序接待客户 Dealing with customers in order of arrival
4. 迎接及问候客户 Prompt greeting & attendance to customers upon arrival
组织结构 Organization
4.0 建立一个 有效的结构
Organizing an Operational Structure
5.0 运营管理 Operations Management
6.0 客户关怀 Customer Care
前台接待8个步骤 Front Reception Procedure
advisor
解释维修内容及质量报告 Explain repair and quality report
提供给客户的信息 What information is given to the customer?
➢ 工作内容 the work carried out on the vehicle ➢ 发票内容 the composition of the invoice ➢ 终检结果 the defects discovered on the vehicle ➢ 车辆的总体情况 the general technical condition of the vehicle ➢ 下次必做的工作 work that may become necessary later
5. 监控流程Monitoring Job Processing
6. 终检Final Inspection
每一个客户对维修厂有很高的期望 Every customer has got a high expectation regarding the craftsmanship of workshop.
Warranty Process Flow 时间和出勤记录
Time and attendance recording 单据的顺序
Order Scheduling 终检/ 质量控制
Final/Qua车lit间y 流Co程ntrol Work返s修ho工p 作Fl流ow程 Return Jo资b F源lo控w制Chart Inventory出C纳ontrol Cashier
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Βιβλιοθήκη Baidu高 Speed of service improved
客户得到周到的服务 Perfect Customer Care
2. 接待服务Reception Process
服务顾问表现评估 SA Performance Evaluation
服务顾问表现评估 SA Performance Evaluation
1. 主动向客户推荐，并根据车间工作情况进行预约 Handling & promoting of advance booking according to workshop capacity
为满足客户期望： To ensure this expectation is satisfied:
终检是必要的 Final Quality Control is
necessary
7. 解释工作Job Explanation
感谢客户并道别 Thank customer and
say good-bye
更新客户档案 Update customer
database
交车后3天后与客户联系 Contact customer latest about 3 days after he has taken the vehicle back
记录客户建议 Document the customers comments
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
8. 跟踪服务Follow-up Reception
Problems
就每一项工作结果讨论 Discuss the results with the respective service teams
分析结果 Analyse the results
更正错误 Initiate corrective
actions
5. 个人仪表 Appearance of the person
6. 谈话的方式 Style of conversation
服务顾问表现评估 SA Performance Evaluation
7. 仔细倾听并认真记录客户的要求及对故障的描述 Listening carefully to and recording customer’s requirements and descriptions of vehicle problem
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
6. 终检 7. Final Inspection
7. 解释工作 8. Job Explanation
8. 跟踪服务 9. Follow-up
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
接待中心 1
1. 预约服务
2. 接待客户
3. 初步检测
2. Advance Booking 3. Reception Process 4. Visual Inspection
4. 确认工单 5. Issuing Repair Order
接待中心
Pro
ble
m
5. 监督工作进度 6. Monitoring
for open service measures/ repeat repairs
接待流程 Reception Process Flow Chart
目的 Purpose
帮助服务中心理解前台接待流程 To assist Service Center to understand operating process of Reception at frontline. RPFC1.JPG
迎接客户 Greet customer
灵活的处理客户 Support customer in the
mater of mobility
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
预约流程 Advance Booking Flow Chart
目的 Purpose
帮助服务中心理解前台预约流程 To assist Service Center to understand operating process of Advance Booking at frontline. ABFC1.JPG
1. 预约服务Advance Booking Reception 1
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
utilisation
4. 确认工单Writing up Repair Order
工单是维修厂的工具，是MB维修中心与客户之间的合同。因此工单的书写必须十分清楚而且易懂。
The repair order is an instrument for the workshop, which also can be seen use as contract between Mercedes-Benz-Branch and customers. Therefore it has to be created understandable and clear all in details.