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奔驰服务流程培训.ppt

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服务流程ServiceProcedure前台接待流程FrontReceptionProgram客户是什么Whatiscustomer我们服务的目的Ouraimofservice提供令客户满意的服务TosatisfyCustomer18%前台接待流程FrontReceptionProgram预约服务AdvanceBookingReception为客户提供友好的预约建议Offercustomerfriendlybookingdatesuggestions预约的好处：TheadvantageofAdvanceBooking鼓励客户做预约EncouragingCustomerstoMakeAppointmentCR:DiscusswithcustomerThescaleofworkVehiclereceptionappointmentCR:填写预约登记表Fillinadvancebookinglist接待服务ReceptionProcess完整贴切的检查客户/车辆挡案Checkcustomer/vehicledataoncompleteness/rightness初步检查VisualInspectionTheadvantageofavisualinspectionisthattheSAcanpointoutdamageandfaultstothecustomerandsuggestappropriateremedies.Hecanalsotaketheopportunitytodrawattentiontothestateofwearingparts(e.g.worntires)ofwhichthecustomermaynothaveaware.确认工单WritingupRepairOrderTherepairorderisaninstrumentfortheworkshopwhichalsocanbeseenuseascontractbetweenMercedes-Benz-Branchandcustomers.Thereforeithastobecreatedunderstandableandclearallindetails.监控流程MonitoringJobProcessing终检FinalInspection为满足客户期望：Toensurethisexpectationissatisfied:终检是必要的FinalQualityControlisnecessary解释工作JobExplanation迎接客户Greetcustomer提供给客户的信息Whatinformationisgiventothecustomer?Reception跟踪服务的目的AimsoftheFollow-up维修顾问评估ServiceAdvisorPerformanceEvaluationTHANKYOUFORYOURKINDATTENTION！