奔驰服务流程培训

ProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide1服务流程ServiceProcedureProcessandQualityImprovementTrainingSep.ProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide2前台接待流程FrontReceptionProgram维修顾问评估ServiceAdvisorPerformanceEvaluationProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide3客户是什么Whatiscustomer客户期待的服务Theservicecustomerexpect客户的权力RightofthecustomerProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide4我们服务的目的OuraimofserviceProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide5ProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide618%68%14%Source:Dr.WolfgangMüller:ConferenceCustomersatisfactionthroughservice-how?其他顾客服务是在顾客心目中最重要的竞爭因素•服务人员的态度•缺乏主动性•效率低服务汽车ProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide7前台接待流程FrontReceptionProgramProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide8ProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide91.预约服务AdvanceBooking2.接待服务ReceptionProcess3.初步检查VisualInspection5.监控流程MonitoringJobProcessing4.确认工单WritingupRepairOrder6.终检FinalInspection7.解释工作JobExplanation8.跟踪服务Follow-upProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide10Reception11.预约服务AdvanceBookingProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide11为客户提供友好的预约建议Offercustomerfriendlybookingdatesuggestions持续利用车间生产力Ensurecontinuousworkshopcapacityutilisation考虑接车与车间生产力Considerreceptionandworkshopcapacityutilisation机动灵活地处理客户Processcustomermobilityifrequired记录客户需求Registercustomerrequest预订/储备所需零件Reserve/orderneededspareparts检查车辆历史以便做招回服务和返修Checkvehiclehistoryforopenservicemeasures/repeatrepairs用预约工单形式准备接待客户Preparecustomersvisitbyopeningapre-order提供报价Providepriceestimate预约的目的AimsofAdvanceBookingProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide12预约的好处：TheadvantageofAdvanceBooking客户被按时接待Customerisreceptedontime服务速度提高Speedofserviceimproved客户得到周到的服务PerfectCustomerCareProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide13CR:DiscusswithcustomerThescaleofworkVehiclereceptionappointment客户打电话CustomercallsinCR:问候GreetingsCR:询问客户需要什么服务Askcustomerhowcanbehelped客户作预约CustomerbooksinvehicleSA:Repeatmainpointsofconversationforconfirmation其他服务紧急情况OtherServiceorEmergency引至维修顾问处或其他部门AssigntoonefreeSA/OtherDepartmentCR:需要维修顾问的技术支持？AssigntooneSAfortechnicalsupportnecessary?SA:DiscusswithcustomerThescaleofworkVehiclereceptionappointmentCR:RepeatmainpointsofconversationforconfirmationSA:ReturnthecalltoCRNoYesProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide15CR:填写预约登记表FillinadvancebookinglistCR/SA:准备预约工单PreparePre-orderCR/SA:准备预约内容Preparationforappointment完成ClosingProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide162.接待服务ReceptionProcessProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide17完整贴切的检查客户/车辆挡案Checkcustomer/vehicledataoncompleteness/rightness处理工单Processworkshoprepairorder.与客户一起进行检测Executeinteractivereceptionwithpre-diagnosetogetherwiththecustomer灵活的处理客户Supportcustomerinthematerofmobility确认工作范围Determineandregisterscopeofservice/repair迎接客户Greetcustomer客户等待时的服务Lookafterthecustomerduringthewaitingperiod交车时间Determinerepairdeadline接待的目的AimsofReception检查车辆历史以便做招回服务和返修Checkvehiclehistoryforopenservicemeasures/repeatrepairsProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide183.初步检查VisualInspectionProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide19TheadvantageofavisualinspectionisthattheSAcanpointoutdamageandfaultstothecustomerandsuggestappropriateremedies.Hecanalsotaketheopportunitytodrawattentiontothestateofwearingparts(e.g.worntires)ofwhichthecustomermaynothaveaware.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。ProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide204.确认工单WritingupRepairOrderProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide21Therepairorderisaninstrumentfortheworkshop,whichalsocanbeseenuseascontractbetweenMercedes-Benz-Branchandcustomers.Thereforeithastobecreatedunderstandableandclearallindetails.工单是维修厂的工具，是MB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。ProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide225.监控流程MonitoringJobProcessingProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide236.终检FinalInspectionProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide24为满足客户期望：Toensurethisexpectationissatisfied:终检是必要的FinalQualityControlisnecessary每一个客户对维修厂有很高的期望Everycustomerhasgotahighexpectationregardingthecraftsmanshipofworkshop.ProcessandQua