汽车售后服务流程

跟踪服务的目的Aims of the Follow-up
更新客户档案 Update customer database 交车后3天之内与客户联系 Contact customer latest about 3 days after he has taken the vehicle back
就每一项工作结果讨论 Discuss the results with the respective service teams
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 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。
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.
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%
•服务人员的态度
汽车
14%
•缺乏主动性
服务
68%
•效率低
前台接待流程
Front Reception Program
1. 预约服务Advance Booking
记录客户需求 Register customer request
考虑接车与车间生产力 Consider reception and workshop capacity utilisation
为客户提供友好的预约建议 Offer customer friendly booking date suggestions 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
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 spare parts
5. 监控流程Monitoring Job Processing
6. 终检wk.baidu.cominal 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.
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
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
提供给客户的信息 What information is given to the customer?
下次必做的工作 work that may become necessary later
感谢客户并道别 Thank customer and say good-bye
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 advisor
分析结果 Analyse the results
更正错误 Initiate corrective actions
记录客户建议 Document the customers comments
维修顾问评估
Service Advisor Performance Evaluation
4. 确认工单Writing up Repair Order
工单是维修厂的工具，是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 MercedesBenz-Branch and customers. Therefore it has to be created understandable and clear all in details.
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
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
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
解释维修内容及质量报告 Explain repair and quality report
8. 跟踪服务Follow-up
Reception
Problems
提供报价 Provide price estimate
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 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 Emergency No
CR: Discuss with customer The scale of work Vehicle reception appointment CR: 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
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 ？ Yes SA: Discuss with customer The scale of work Vehicle reception appointment SA: Repeat main points of conversation for confirmation SA: Return the call to CR
交车时间 Determine repair deadline 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 with pre-diagnose together with the customer
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
处理工单 Process workshop repair order. 迎接客户 Greet customer
客户等待时的服务 Look after the customer during the waiting period