奔驰售后服务标准作业流程.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Offercustomerfriendlybookingdatesuggestions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/vehicledataoncompleteness/rightness目的Purpose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:解释工作JobExplanation解释维修内容及质量报告Explainrepairandqualityreport提供给客户的信息Whatinformationisgiventothecustomer?Reception交车后3天后与客户联系Contactcustomerlatestabout3daysafterhehastakenthevehicleback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&systematiccheckinginthepresenceofcustomer15.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.JPG6.0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！讨论根据我们的标准流程请列出你认为最重要/最不重要的3个步骤