1、汽车售后服务流程汽车售后服务流程Service Procedure 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 customer18%68%14%其他其他顾客服务顾客服务是在是在顾顾客心目中最重要客心目中最重要的竞的竞爭因素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
2、服务汽汽车车前台接待流程前台接待流程Front Reception ProgramFront Reception Program1.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.解释工作解释工作Job Explanation8.跟踪服务跟踪服务Follow-upReception11.预约服务Advance
3、 Booking为客户提供友好的预约建议为客户提供友好的预约建议 Offer customerOffer customerfriendly booking datefriendly booking datesuggestionssuggestions 持续利用车间生产力持续利用车间生产力Ensure continuousEnsure continuousworkshop capacityworkshop capacityutilisationutilisation考虑接车与车间生产力考虑接车与车间生产力 Consider receptionConsider receptionand works
4、hop capacityand workshop capacity utilisation utilisation机动灵活地处理客户机动灵活地处理客户Process customerProcess customermobility if requiredmobility if required记录客户需求记录客户需求 RegisterRegistercustomer requestcustomer request 预订预订/储备所需零件储备所需零件Reserve/order neededReserve/order neededspare partsspare parts检查车辆历史以便做招回服
5、务和返修检查车辆历史以便做招回服务和返修 Check vehicle historyCheck vehicle historyfor open service measures/for open service measures/repeat repairs repeat repairs 用预约工单形式准备接待客户用预约工单形式准备接待客户Prepare customersPrepare customersvisit by opening avisit by opening apre-orderpre-order 提供报价提供报价 Provide priceProvide price esti
6、mate estimate预约的目的预约的目的Aims of Advance BookingAims of Advance Booking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鼓励客户做预约鼓励客户做预约Encouraging Customers to Make AppointmentCR:Discuss with cust
7、omerCR:Discuss with customerThe scale of workThe scale of workVehicle reception appointmentVehicle reception appointment客户打电话客户打电话Customer calls inCustomer calls inCR:CR:问候问候GreetingsGreetingsCR:CR:询问客户需要什么服务询问客户需要什么服务Ask customer how can be helpedAsk customer how can be helped客户作预约客户作预约Customer boo
8、ks in vehicleCustomer books in vehicleSA:Repeat main points of SA:Repeat main points of conversation for conversation for confirmationconfirmation其他服务紧急情况其他服务紧急情况Other Service or EmergencyOther Service or Emergency引至维修顾问处或其他部门引至维修顾问处或其他部门Assign to one free SA/Assign to one free SA/Other DepartmentOt
9、her DepartmentCR:CR:需要维修顾问的技术支持需要维修顾问的技术支持？SA:Discuss with customerSA:Discuss with customerThe scale of workThe scale of workVehicle reception Vehicle reception appointmentappointmentCR:Repeat main points of CR:Repeat main points of conversation for conversation for confirmationconfirmationSA:Return
10、 the call to CRSA:Return the call to CRNoNoYesYesCR:CR:填写预约登记表填写预约登记表Fill in advance booking listFill in advance booking listCR/SA:CR/SA:准备预约工单准备预约工单Prepare Pre-orderPrepare Pre-orderCR/SA:CR/SA:准备预约内容准备预约内容Preparation for appointmentPreparation for appointment完成完成ClosingClosing2.接待服务Reception Proce
11、ss 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-diagnose 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 regist
12、er 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 repairs3.初步检查Visual InspectionThe advant
13、age of a The advantage of a visual inspectionvisual inspection is that the SA can is that the SA can point out damage and faults to the customer and suggest point out damage and faults to the customer and suggest appropriate remedies.He can also take the opportunity to draw appropriate remedies.He c
14、an also take the opportunity to draw attention to the state of wearing parts(e.g.worn tires)of attention to the state of wearing parts(e.g.worn tires)of which the customer may not have aware.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
15、查。注意的易损件进行检查。4.确认工单确认工单Writing up Repair OrderThe repair orderThe 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.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
16、，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。5.监控流程监控流程Monitoring Job Processing6.终检终检Final Inspection为满足客户期望：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 craft
17、smanship of workshop.7.解释工作解释工作Job Explanation提供给客户的信息提供给客户的信息What information is given to the customer?What information is given to the customer?工作内容工作内容 the work carried out on the vehiclethe work carried out on the vehicle 发票内容发票内容 the composition of the invoicethe composition of the invoice 终检结果
18、终检结果 the defects discovered on the vehiclethe 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 general technical condition of the vehiclethe vehicle 下次必做的工作下次必做的工作 work that may become necessary work that may become necessary laterlater 迎接客户迎接客户Greet customer解释
19、发票内容解释发票内容Explain 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-byeReceptionProblems8.跟踪服务跟踪服务Foll
20、ow-up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维修顾问评估维修顾问评估Service Advisor Performance Evaluation
