Benz服务顾问服务流程培训.pptx

建立一个有效的结构Organizing an Operational Structure前台接待8个步骤Front Reception Procedure (8 Steps)保修流程Warranty Process Flow4.0???建立一个有效的结构Organizing an Operational Structure时间和出勤记录Time and attendance recording单据的顺序Order Scheduling终检/ 质量控制Final/Quality Control5.0???运营管理Operations Management车间流程Workshop Flow返修工作流程Return Job Flow Chart?6.0???客户关怀Customer Care资源控制Inventory Control出纳Cashier保修流程Warranty Process Flow时间和出勤记录Time and attendance recording单据的顺序Order Scheduling终检/ 质量控制Final/Quality Control车间流程Workshop Flow资源控制Inventory Control出纳Cashier前台接待8个步骤Front Reception Procedure (8 Steps)4.0???建立一个有效的结构Organizing an Operational Structure5.0???运营管理Operations Management?6.0???客户关怀Customer Care接待中心1确认工单Issuing Repair Order初步检测Visual Inspection预约服务Advance Booking接待客户Reception Process接待中心Problem解释工作Job Explanation跟踪服务Follow-up监督工作进度Monitoring终检Final Inspection预约服务Advance Booking接待服务Reception Process初步检查Visual Inspection8 Steps确认工单Writing up Repair Order监控流程Monitoring Job Processing终检Final Inspection解释工作Job Explanation跟踪服务Follow-upReception1预约服务Advance Booking记录客户需求 Registercustomer request 预订/储备所需零件Reserve/ order neededspare parts 持续利用车间生产力Ensure continuousworkshop capacityutilisation为客户提供友好的预约建议 Offer customerfriendly booking datesuggestions考虑接车与车间生产力 Consider receptionand workshop capacity utilisation 用预约工单形式准备接待客户Prepare customersvisit by opening apre-order 提供报价 Provide price estimate检查车辆历史以便做招回服务和返修 Check vehicle historyfor open service measures/ repeat repairs机动灵活地处理客户Process customermobility if required预约流程Advance Booking Flow Chart目的Purpose帮助服务中心理解前台预约流程To assist Service Center to understand operating process of Advance Booking at frontline.shaofeng/New%20Folder%20(2)/ABFC1.JPGABFC1.JPG客户被按时接待Customer is recepted on time客户得到周到的服务Perfect Customer Care预约的好处：The advantage of Advance Booking鼓励客户做预约Encouraging Customers to Make Appointment服务速度提高Speed of service improved接待服务Reception Process处理工单Process workshop repair order. 迎接客户Greet customer灵活的处理客户 Support customer in themater of mobi