服務(wù)流程

ServiceProcedure

ProcessandQualityImprovementTrainingSep.前臺接待流程FrontReceptionProgram維修顧問評估ServiceAdvisorPerformanceEvaluation客戶是什么Whatiscustomer客戶期待的服務(wù)Theservicecustomerexpect客戶的權(quán)力Rightofthecustomer我們服務(wù)的目的Ouraimofservice提供令客戶滿意的服務(wù)TosatisfyCustomer18%

68%14%Source:Dr.WolfgangMüller:Conference"Customersatisfactionthroughservice-how?"其他顧客服務(wù)是在顧客心目中最重要的競爭因素服務(wù)人員的態(tài)度缺乏主動性效率低服務(wù)汽車前臺接待流程FrontReceptionProgram預(yù)約服務(wù)AdvanceBooking接待服務(wù)ReceptionProcess初步檢查VisualInspection監(jiān)控流程MonitoringJobProcessing確認(rèn)工單WritingupRepairOrder終檢FinalInspection解釋工作JobExplanation跟蹤服務(wù)Follow-up8StepsReception1預(yù)約服務(wù)AdvanceBooking為客戶提供友好的預(yù)約建議

Offercustomerfriendlybookingdatesuggestions

持續(xù)利用車間生產(chǎn)力Ensurecontinuousworkshopcapacityutilisation考慮接車與車間生產(chǎn)力

Considerreceptionandworkshopcapacityutilisation機(jī)動靈活地處理客戶Processcustomermobilityifrequired記錄客戶需求

Registercustomerrequest

預(yù)訂/儲備所需零件Reserve/orderneededspareparts檢查車輛歷史以便做招回服務(wù)和返修

Checkvehiclehistoryforopenservicemeasures/repeatrepairs

用預(yù)約工單形式準(zhǔn)備接待客戶Preparecustomersvisitbyopeningapre-order

提供報價Providepriceestimate預(yù)約的目的AimsofAdvanceBooking預(yù)約的好處：TheadvantageofAdvanceBooking客戶被按時接待Customerisreceptedontime服務(wù)速度提高高Speedofserviceimproved客戶得到周到的服務(wù)PerfectCustomerCare鼓勵客戶做預(yù)預(yù)約EncouragingCustomerstoMakeAppointmentCR:DiscusswithcustomerThescaleofworkVehiclereceptionappointment客戶打電話CustomercallsinCR:問候候GreetingsCR:詢問問客戶需要什什么服務(wù)Askcustomerhowcanbehelped客戶作預(yù)約CustomerbooksinvehicleSA:Repeatmainpointsofconversationforconfirmation其他服務(wù)緊急急情況OtherServiceorEmergency引至維修顧問問處或其他部部門AssigntoonefreeSA/OtherDepartmentCR:需要要維修顧問的的技術(shù)支持？？AssigntooneSAfortechnicalsupportnecessary?SA:DiscusswithcustomerThescaleofworkVehiclereceptionappointmentCR:RepeatmainpointsofconversationforconfirmationSA:ReturnthecalltoCRNoYesDraftCR:填寫預(yù)約登記表FillinadvancebookinglistCR/SA:準(zhǔn)備預(yù)約工單PreparePre-orderCR/SA:準(zhǔn)備預(yù)約內(nèi)容Preparationforappointment完成Closing接待服務(wù)ReceptionProcess完整貼切的檢檢查客戶/車車輛擋案Checkcustomer/vehicledataoncompleteness/rightness處理工單Processworkshoprepairorder.與客戶一起進(jìn)進(jìn)行檢測Executeinteractivereceptionwithpre-diagnosetogetherwiththecustomer靈活的處理客客戶Supportcustomerinthematerofmobility確認(rèn)工作范圍圍Determineandregisterscopeofservice/repair迎接客戶Greetcustomer客戶等待時的的服務(wù)Lookafterthecustomerduringthewaitingperiod交車時間Determinerepairdeadline接待的目的AimsofReception檢查車輛歷史史以便做招回回服務(wù)和返修修Checkvehiclehistoryforopenservicemeasures/repeatrepairs初步檢查VisualInspectionTheadvantageofavisualinspectionisthattheSAcanpointoutdamageandfaultstothecustomerandsuggestappropriateremedies.Hecanalsotaketheopportunitytodrawattentiontothestateofwearingparts(e.g.worntires)ofwhichthecustomermaynothaveaware.初檢的好處是是維修顧問可可以指出故障障并提出建議議。同時他可可以對客戶不不注意的易損損件進(jìn)行檢查查。確認(rèn)工單WritingupRepairOrderTherepairorderisaninstrumentfortheworkshop,whichalsocanbeseenuseascontractbetweenMercedes-Benz-Branchandcustomers.Thereforeithastobecreatedunderstandableandclearallindetails.工單是維修廠廠的工具，是是MB維修中心與客客戶之間的合合同。因此工工單的書寫必必須十分清楚楚而且易懂。。監(jiān)控流程MonitoringJobProcessing終檢FinalInspection為滿足客戶期期望：Toensurethisexpectationissatisfied:終檢是必要的的FinalQualityControlisnecessary每一個客戶對對維修廠有很很高的期望Everycustomerhasgotahighexpectationregardingthecraftsmanshipofworkshop.解釋工作JobExplanation迎接客戶Greetcustomer解釋發(fā)票內(nèi)容容Explainrepairinvoice解釋維修內(nèi)容容及質(zhì)量報告告Explainrepairandqualityreport將車輛及鑰匙匙交與客戶Handovervehicleandkeystocustomer將客戶帶到維維修顧問面前前Transferofthecustomertotherespectiveserviceadvisor感謝客戶并道道別Thankcustomerandsaygood-bye提供給客戶的的信息Whatinformationisgiventothecustomer?工作內(nèi)容theworkcarriedoutonthevehicle發(fā)票內(nèi)容thecompositionoftheinvoice終檢結(jié)果thedefectsdiscoveredonthevehicle車輛的總體情情況thegeneraltechnicalconditionofthevehicle下次必做的工工作workthatmaybecomenecessarylaterReceptionProblems跟蹤服務(wù)Follow-up跟蹤服務(wù)的目目的AimsoftheFollow-up交車后3天之之內(nèi)與客戶聯(lián)聯(lián)系Contactcustomerlatestabout3daysafterhehastakenthevehicleback就每一項工作作結(jié)果討論Discusstheresultswiththerespectiveserviceteams更新客戶檔案案Updatecustomerdatabase更正錯誤Initiatecorrectiveactions記錄客戶建議議Documentthecustomerscomments分析結(jié)果Analysetheresults維修顧問評估估ServiceAdvisorPerformanceEvaluationTHANKYOUFORYOURKINDATTENTION！9、靜夜夜四無無鄰，，荒居居舊業(yè)業(yè)貧。。。1月-231月-23Thursday,January5,202310、雨雨中中黃黃葉葉樹樹，，燈燈下下白白頭頭人人。。。。22:56:5522:56:5522:561/5/202310:56:55PM11、以我獨獨沈久，，愧君相相見頻。。。1月-2322:56:5522:56Jan-2305-Jan-2312、故人江海別別，幾度隔山山川。。22:56:5522:56:5522:56Thursday,January5,202313、乍見翻疑疑夢，相悲悲各問年。。。1月-231月-2322:56:5522:56:55January5,202314、他鄉(xiāng)生白白發(fā)，舊國國見青山。。。05一月月202310:56:55下下午22:56:551月-2315、比比不不了了得得就就不不比比，，得得不不到到的的就就不不要要。。。。。一月月2310:56下下午午1月月-2322:56January5,202316、行行動動出出成成果果，，工工作作出出財財富富。。。。2023/1/522:56:5522:56:5505January202317、做前前，能能夠環(huán)環(huán)視四四周；；做時時，你你只能能或者者最好好沿著著以腳腳為起起點的的射線線向前前。。。10:56:55下下午午10:56下下午22:56:551月-239、沒沒有有失失敗敗，，只只有有暫暫時時停停止止成成功功！！。。1月月-231月月-23Thursday,January5,202310、很很多多事事情情努努力力了了未未必必有有結(jié)結(jié)果果，，但但是是不不努努力力卻卻什什么么改改變變也也沒沒有有。。。。22:56:5522:56:5522:561/5/202310:56:55PM11、成功就就是日復(fù)復(fù)一日那那一點點點小小努努力的積積累。。。1月-2322:56:5522:56Jan-2305-Jan-2312、世間成成事，不不求其絕絕對圓滿滿，留一一份不足足，可得得無限完完美。。。22:56:5522:56:5522:56Thursday,January5,202313、不知知香積積寺，，數(shù)里里入云云峰。。。1月-231月-2322:56:5522:56:55January5,202314、意志堅強(qiáng)強(qiáng)的人能把把世界放在在手中像泥泥塊一樣任任意揉捏。。05一月月202310:56:55下下午22:56:551月-2315、楚塞三湘湘接，荊門門九派通。。。。一月2310:56下午1月-2322:56January5,202316、少少年年十十五五二二十十時時，，步步行行奪奪得得胡胡馬馬騎騎。。。。2023/1/522:56:5522:56:5505January202317、空空山山新新雨雨后后，，天天氣氣晚晚來來秋秋。。。。10:56:55下下午午10:56下下午午22:56:551月月-239、楊柳散和風(fēng)風(fēng)，青山澹吾吾慮。。1月-231月-23Thursday,January5,202310、閱讀讀一切切好書書如同同和過過去最最杰出出的人人談話話。22:56:5522:56:5522:561/5/202310:56:55PM11、越是沒有有本領(lǐng)的就就越加自命命不凡。1月-2322:56:5522:56Jan-2305-Jan-2312、越是無能能的