奔驰售后流程.ppt

Front Reception Procedure 保修流程 (8 Steps) Warranty Process Flow 时间和出勤记录 Time and attendance 单据的顺序 recording Order Scheduling 终检/ 质量控制
6.0 客户关怀 Customer Care
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
更新客户档案 Update customer database
分析结果 Analyse the results
Final/Quality Control 车间流程 返修工作流程 Workshop Flow 资源控制 Return Job Flow Chart 出纳 Inventory Control
Cashier
组织结构 Organization
前台接待8个步骤
4.0 建立一个 有效的结构 Organizing an Operational Structure
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. 为满足客户期望： To ensure this expectation is satisfied:
处理工单 Process workshop repair order.
迎接客户 Greet customer 灵活的处理客户 Support customer in the mater of mobility
客户等待时的服务 Look after the customer during the waiting period
将客户带到维修顾问面前 Transfer of the customer to the respective service advisor
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
提供给客户的信息 What information is given to the customer?
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.
交车时间 Determine repair deadline
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
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 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 11. 向顾客提供价格与交车时间的估算 Preparation of estimates & deadlines 12. 所开工单的精确性 Veracity of generating repair orders
机动灵活地处理客户 Process customer mobility if required
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
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 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
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
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 5. 个人仪表 Appearance of the person 6. 谈话的方式 Style of conversation
5.0 运营管理 Operations Management
Front Reception Procedure
保修流程 (8 Steps)
6.0 客户关怀 Customer Care
时间和出勤记录 Warranty Process Flow 单据的顺序 Time and attendance 终检/ 质量控制 recording Order Scheduling 车间流程 Final/Quality Control 资源控制 Workshop Flow
6. 终检 Final Inspection
7. 解释工作 Job Explanation
8. 跟踪服务 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
工作内容 the work carried out on the vehicle
发票内容 the composition of Leabharlann Baiduhe 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
交车后3天后与客户联系 Contact customer latest about 3 days after he has taken the vehicle back
更正错误 Initiate corrective actions
记录客户建议 Document the customers comments
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-BenzBranch and customers. Therefore it has to be created understandable and clear all in details.
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
2. 接待服务Reception Process
组织结构 Organization
建立一个有效的结构 Organizing an Operational Structure
组织结构 Organization
前台接待8个步骤
4.0 建立一个 有效的结构 Organizing an Operational Structure
5.0 运营管理 Operations Management
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 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
出纳 Inventory Control Cashier
接待中心 1
1. 预约服务 Advance Booking
2. 接待客户 Reception Process
3. 初步检测 Visual Inspection
4.
确认工单
Issuing Repair Order
接待中心
Problem
5. 监督工作进度 Monitoring
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
迎接客户 Greet customer
将车辆及钥匙交与客户 Hand over vehicle and keys to customer
考虑接车与车间生产力 Consider reception and workshop capacity utilisation
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