Benz服务顾问服务流程培训.ppt

建立一个有效的结构
OrganizinganOperationalStructure6.0客户关怀
CustomerCare6.0客户关怀
CustomerCare预约服务
AdvanceBooking预约服务AdvanceBookingReception为客户提供友好的预约建议
Offercustomer
friendlybookingdate
suggestions目的
Purpose预约的好处：
TheadvantageofAdvanceBooking接待服务ReceptionProcess完整贴切的检查客户/车辆挡案
Checkcustomer/
vehicledataon
completeness/rightness目的
Purpose初步检查VisualInspectionTheadvantageofavisualinspectionisthattheSAcanpointoutdamageandfaultstothecustomerandsuggestappropriateremedies.Hecanalsotaketheopportunitytodrawattentiontothestateofwearingparts(e.g.worntires)ofwhichthecustomermaynothaveaware.确认工单WritingupRepairOrderTherepairorderisaninstrumentfortheworkshop,whichalsocanbeseenuseascontractbetweenMercedes-Benz-Branchandcustomers.Thereforeithastobecreatedunderstandableandclearallindetails.
监控流程MonitoringJobProcessing终检FinalInspection为满足客户期望：
Toensurethisexpectationissatisfied:解释工作JobExplanation解释维修内容及质量报告
Explainrepairand
qualityreport提供给客户的信息
Whatinformationisgiventothecustomer? Reception交车后3天后与客户联系
Contactcustomer
latestabout3days
afterhehastaken
thevehicleback服务顾问表现评估
SAPerformanceEvaluation1.主动向客户推荐，并根据车间工作情况进行预约
Handling&promotingofadvancebookingaccordingtoworkshopcapacity8.在客户面前对车辆进行系统的检测
Vehicleinspection&systematiccheckinginthepresenceofcustomer
15.交车时对客户的关注
Attendanceofcustomerduringvehicledelivery6.0客户关怀
CustomerCare
帮助服务中心理解车间流程
ToassistServiceCentertounderstandoperatingprocessofJobFlowforworkshop.

WorkshopFC1.JPG
6.0客户关怀
CustomerCareMechanic(5)
6.0客户关怀
CustomerCare目的Purpose6.0客户关怀
CustomerCare返修工作流程
ReturnJobFlowChartTHANKYOUFORYOURKINDATTENTION！讨论

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