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1、汽车售后服务流程汽车售后服务流程2023/5/25汽车售后服务流程前台接待流程前台接待流程Front Reception Program维修顾问评估维修顾问评估Service Advisor Performance Evaluation汽车售后服务流程客户是什么客户是什么What is customer客户期待的服务客户期待的服务The service customer expect客户的权力客户的权力Right of the customer汽车售后服务流程我们服务的目的我们服务的目的Our aim of service汽车售后服务流程汽车售后服务流程18%68%14%其他其他顾客服务是在顾
2、客心目中最重要的竞爭因素顾客服务是在顾客心目中最重要的竞爭因素服务人员的态度服务人员的态度缺乏主动性缺乏主动性效率低效率低服务服务汽汽车车汽车售后服务流程前台接待流程前台接待流程Front Reception Program汽车售后服务流程汽车售后服务流程1.预约服务预约服务Advance Booking2.接待服务接待服务Reception Process3.初步检查初步检查Visual Inspection5.监控流程监控流程Monitoring Job Processing4.确认工单确认工单Writing up Repair Order6.终检终检Final Inspection7.解
3、释工作解释工作Job Explanation8.跟踪服务跟踪服务Follow-up汽车售后服务流程Reception11.预约服务Advance Booking汽车售后服务流程为为客客户户提供友好的提供友好的预约预约建建议议 Offer customerfriendly booking datesuggestions 持持续续利用利用车间车间生生产产力力Ensure continuousworkshop capacityutilisation考考虑虑接接车车与与车间车间生生产产力力 Consider receptionand workshop capacity utilisation机机动动灵
4、活地灵活地处处理客理客户户Process customermobility if required记录记录客客户户需求需求 Registercustomer request 预订预订/储备储备所需零件所需零件Reserve/order neededspare parts检查车辆历检查车辆历史以便做招回服史以便做招回服务务和返修和返修 Check vehicle historyfor open service measures/repeat repairs 用用预约预约工工单单形式准形式准备备接待客接待客户户Prepare customersvisit by opening apre-order
5、 提供提供报报价价 Provide price estimate预约预约的目的的目的Aims of Advance Booking汽车售后服务流程预约的好处：The advantage of Advance Booking客户被按时接待客户被按时接待Customer is recepted on time服务速度提高服务速度提高Speed of service improved客户得到周到的服务客户得到周到的服务Perfect Customer Care汽车售后服务流程鼓励客户做预约鼓励客户做预约Encouraging Customers to Make Appointment汽车售后服务流程
6、CR:Discuss with customerThe scale of workVehicle reception appointment客客户户打打电话电话Customer calls inCR:问问候候GreetingsCR:询问询问客客户户需要什么服需要什么服务务Ask customer how can be helped客客户户作作预约预约Customer books in vehicleSA:Repeat main points of conversation for confirmation其他服其他服务紧务紧急情况急情况Other Service or Emergency引至引
7、至维维修修顾问处顾问处或其他部或其他部门门Assign to one free SA/Other DepartmentCR:需要需要维维修修顾问顾问的技的技术术支持支持？SA:Discuss with customerThe scale of workVehicle reception appointmentCR:Repeat main points of conversation for confirmationSA:Return the call to CRNoYes汽车售后服务流程CR:填写填写预约预约登登记记表表Fill in advance booking listCR/SA:准准备
8、预约备预约工工单单Prepare Pre-orderCR/SA:准准备预约备预约内容内容Preparation for appointment完成完成Closing汽车售后服务流程2.接待服务Reception Process汽车售后服务流程 完整贴切的检查客户完整贴切的检查客户/车辆挡案车辆挡案Check customer/vehicle data on completeness/rightness处理工单处理工单Process workshop repair order.与客户一起进行检测与客户一起进行检测Execute interactive reception with pre-dia
9、gnose togetherwith the customer灵活的处理客户灵活的处理客户 Support customer in themater of mobility 确认工作范围确认工作范围Determine and register scope of service/repair 迎接客户迎接客户Greet customer客户等待时的服务客户等待时的服务Look after the customerduring the waiting period交车时间交车时间Determine repair deadline接待的目的接待的目的Aims of Reception检查车辆历史以便
10、做招回服务和返修检查车辆历史以便做招回服务和返修 Check vehicle historyfor open service measures/repeat repairs汽车售后服务流程3.初步检查Visual Inspection汽车售后服务流程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 a
11、ttention to the state of wearing parts(e.g.worn tires)of which the customer may not have aware.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。注意的易损件进行检查。汽车售后服务流程4.确认工单确认工单Writing up Repair Order汽车售后服务流程The repair order is an instrument for the workshop,which also can be see
12、n use as contract between Mercedes-Benz-Branch and customers.Therefore it has to be created understandable and clear all in details.工单是维修厂的工具，是维修中心与客户之间的合同。因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。此工单的书写必须十分清楚而且易懂。汽车售后服务流程5.监控流程监控流程Monitoring Job Processing汽车售后服务流程6.终检终检Final Inspection汽车售后服务流程为满足
13、客户期望：为满足客户期望：To ensure this expectation is satisfied:终检是必要的终检是必要的Final Quality Control is necessary每一个客户对维修厂有很高的期望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.汽车售后服务流程7.解释工作解释工作Job Explanation汽车售后服务流程提供给客户的信息提供给客户的信息What information is given to the
14、 customer?工作内容工作内容 the work carried out on the vehicle 发票内容发票内容 the composition of the invoice 终检结果终检结果 the defects discovered on the vehicle 车辆的总体情况车辆的总体情况 the general technical condition of the vehicle 下次必做的工作下次必做的工作 work that may become necessary later汽车售后服务流程 迎接客户迎接客户Greet customer解释发票内容解释发票内容Ex
15、plain repair invoice 解释维修内容及质量报告解释维修内容及质量报告Explain repair andquality report 将车辆及钥匙交与客户将车辆及钥匙交与客户Hand over vehicle and keys to customer 将客户带到维修顾问面前将客户带到维修顾问面前Transfer of the customerto the respective serviceadvisor感谢客户并道别感谢客户并道别Thank customer andsay good-bye汽车售后服务流程ReceptionProblems8.跟踪服务跟踪服务Follow-u
16、p汽车售后服务流程跟踪服务的目的跟踪服务的目的Aims of the Follow-up 交车后交车后3天之内与客户联系天之内与客户联系Contact customerlatest about 3 daysafter he has takenthe vehicle back 就每一项工作结果讨论就每一项工作结果讨论Discuss the resultswith the respectiveservice teams 更新客户档案更新客户档案Update customerdatabase更正错误更正错误 Initiate correctiveactions记录客户建议记录客户建议 Document thecustomers comments分析结果分析结果Analyse the results汽车售后服务流程维修顾问评估维修顾问评估Service Advisor Performance Evaluation汽车售后服务流程汽车售后服务流程演讲完毕，谢谢听讲!再见，see you again3rew3rew2023/5/25汽车售后服务流程