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1、Process and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 1汽车售后服务流程汽车售后服务流程Service Procedure Process and Quality Improvement Training Sep. Process and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 2前台接待流程Front Receptio
2、n Program维修顾问评估Service Advisor Performance EvaluationProcess and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 3客户是什么客户是什么What is customer客户期待的服务客户期待的服务The service customer expect客户的权力客户的权力Right of the customerProcess and Quality Improvement Training Sep. 200
3、3Northern Star (Tianjin) Automobile Ltd. Co.Slide 4我们服务的目的我们服务的目的Our aim of serviceProcess and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 5Process and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 618% 68%14%Source:
4、 Dr. Wolfgang Mller: Conference Customer satisfaction through service - how? 其他顾客服务顾客服务是在是在顾顾客心目中最重要客心目中最重要的竞的竞爭因素爭因素服务人员的态度缺乏主动性效率低服务汽车Process and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 7前台接待流程Front Reception ProgramProcess and Quality Improvement Tra
5、ining Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 8Process and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 91.预约服务Advance Booking2.接待服务Reception Process3.初步检查Visual Inspection5.监控流程Monitoring Job Processing4.确认工单Writing up Repair Order6.终检Fina
6、l Inspection7.解释工作Job Explanation8.跟踪服务Follow-upProcess and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 10Reception11.预约服务Advance BookingProcess and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 11为客户提供友好的预约建议 Offer
7、customerfriendly booking datesuggestions 持续利用车间生产力Ensure continuousworkshop capacityutilisation考虑接车与车间生产力 Consider receptionand workshop capacity utilisation机动灵活地处理客户Process customermobility if required记录客户需求 Registercustomer request 预订/储备所需零件Reserve/ order neededspare parts检查车辆历史以便做招回服务和返修 Check ve
8、hicle historyfor open service measures/ repeat repairs 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预约的目的预约的目的Aims of Advance BookingProcess and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 12预约的好处：The advantage of Adv
9、ance Booking客户被按时接待客户被按时接待Customer is recepted on time服务速度提高服务速度提高Speed of service improved客户得到周到的服务客户得到周到的服务Perfect Customer CareProcess and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 13鼓励客户做预约Encouraging Customers to Make AppointmentCR: Discuss with cust
10、omerThe scale of workVehicle reception appointment客户打电话Customer calls inCR: 问候GreetingsCR: 询问客户需要什么服务Ask customer how can be helped客户作预约Customer books in vehicleSA: Repeat main points of conversation for confirmation其他服务紧急情况Other Service or Emergency引至维修顾问处或其他部门Assign to one free SA/Other Department
11、CR: 需要维修顾问的技术支持？Assign to one SA for technical support necessary?SA: Discuss with customerThe scale of workVehicle reception appointmentCR: Repeat main points of conversation for confirmationSA: Return the call to CRNoYesProcess and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Autom
12、obile Ltd. Co.Slide 15CR: 填写预约登记表Fill in advance booking listCR/ SA: 准备预约工单Prepare Pre-orderCR/SA: 准备预约内容Preparation for appointment完成ClosingProcess and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 162.接待服务Reception ProcessProcess and Quality Improvement Tra
13、ining Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 17 完整贴切的检查客户/车辆挡案Check customer/vehicle data on completeness/ rightness处理工单Process workshop repair order. 与客户一起进行检测Execute interactive reception with pre-diagnose togetherwith the customer灵活的处理客户 Support customer in themater of mobility
14、 确认工作范围Determine and register scope of service/ repair 迎接客户Greet customer客户等待时的服务Look after the customerduring the waiting period交车时间Determine repair deadline接待的目的Aims of Reception检查车辆历史以便做招回服务和返修 Check vehicle historyfor open service measures/ repeat repairsProcess and Quality Improvement Training
15、Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 183.初步检查Visual InspectionProcess and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 19The advantage of a visual inspection is that the SA can point out damage and faults to the customer and suggest appr
16、opriate remedies. He can also take the opportunity to draw attention to the state of wearing parts (e.g. worn tires) of which the customer may not have aware. 初检的好处是维修顾问可以指出故障并提出建议。同时他可以对客户不注意的易损件进行检查。Process and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide
17、204.确认工单Writing up Repair OrderProcess and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 21The repair order is an instrument for the workshop, which also can be seen use as contract between Mercedes-Benz-Branch and customers. Therefore it has to be created un
18、derstandable and clear all in details.工单是维修厂的工具，是工单是维修厂的工具，是MB维修中心与客户之间的合同。维修中心与客户之间的合同。因此工单的书写必须十分清楚而且易懂。因此工单的书写必须十分清楚而且易懂。Process and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 225.监控流程Monitoring Job ProcessingProcess and Quality Improvement Training Sep
19、. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 236.终检Final InspectionProcess and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 24为满足客户期望：To ensure this expectation is satisfied:终检是必要的终检是必要的Final Quality Control is necessary每一个客户对维修厂有很高的期望每一个客户对维修厂有很高的
20、期望Every customer has got a high expectation regarding the craftsmanship of workshop. Process and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 257.解释工作Job ExplanationProcess and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.
21、Slide 26 迎接客户Greet customer解释发票内容Explain repair invoice 解释维修内容及质量报告Explain repair andquality report 将车辆及钥匙交与客户Hand over vehicle and keys to customer 将客户带到维修顾问面前Transfer of the customerto the respective serviceadvisor感谢客户并道别Thank customer andsay good-byeProcess and Quality Improvement Training Sep. 2
22、003Northern Star (Tianjin) Automobile Ltd. Co.Slide 27提供给客户的信息提供给客户的信息What information is given to the customer? 工作内容 the work carried out on the vehicle 发票内容 the composition of the invoice 终检结果 the defects discovered on the vehicle 车辆的总体情况 the general technical condition of the vehicle 下次必做的工作 work
23、 that may become necessary laterProcess and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 28ReceptionProblems8.跟踪服务Follow-upProcess and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 29跟踪服务的目的跟踪服务的目的Aims of the Follow-u
24、p 交车后3天之内与客户联系Contact customerlatest about 3 daysafter he has takenthe vehicle back 就每一项工作结果讨论Discuss the resultswith the respectiveservice teams 更新客户档案Update customerdatabase更正错误 Initiate correctiveactions记录客户建议 Document thecustomers comments分析结果Analyse the resultsProcess and Quality Improvement Tr
25、aining Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 30维修顾问评估Service Advisor Performance EvaluationProcess and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 31Process and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 33
