汽车售后服务-论文

目录摘要...................................................................................................................................................................1引言...................................................................................................................................................................3第一章汽车服务的概述.................................................................................................................................41.1汽车服务的基本概念............................................................................................................................41.2汽车服务的基本特征............................................................................................................................41.3汽车服务的主要特征............................................................................................................................4第二章我国汽车服务的发展现状及发展趋势.............................................................................................62.1汽车服务的发展现状............................................................................................................................62.2汽车服务发展趋势................................................................................................................................8第三章售后服务的必要性和必然性...........................................................................................................103.1售后服务的必要性..............................................................................................................................103.2售后服务的必然性..............................................................................................................................10第四章售后服务的标准流程.......................................................................................................................124.1.导入服务.............................................................................................................................................134.2.招徕预约.............................................................................................................................................144.3.预约准备.............................................................................................................................................164.4.来店接待.............................................................................................................................................174.5.车辆维修作业.....................................................................................................................................184.6.车辆交付.............................................................................................................................................194.7.跟踪回访.............................................................................................................................................21第五章.汽车售后服务的管理.......................................................................................................................22结束语.............................................................................................................................................................23参考文献.........................................................................................................................................................23摘要文章对汽车服务基本概念、特征进行阐述，分析我国的汽车售后服务的现状和发展趋势，汽车售后服务的必然性和必要性，对比国内外的现在服务。得出的结论是汽车售后服务是汽车行业未来的核心竞争力，而改进的手段是要制定标准的售后服务流程和健全的售后管理。本文从两个方面阐述了售后服务在汽车行业中是核心竞争力，首先是随着我国汽车保有量的增加，这将导致消费者购买欲的下降，必须为客户提高售后服务，提高客户的购买欲。其次汽车产品的同质化导致汽车行业竞争里的减少，要提高竞争力增加产值，必需转向售后服务。要提高售后服务的服务品质，必须制定标准的汽车售后服务流程和健全的管理体系。在加快我国汽车服务业方面，我国应该借鉴国外的政府参与的管理体系和机构。借鉴国外的先进制度，注重经营行为，建立诚信机制，增加交易透明度。在服务标准、市场管理、从业人员资格培养标准、市场建设与规划等环节加强宏观调控，适应时代需求发展汽车服务业的产业政策，以推进汽车市场服务规范化、秩序化发展；企业应加强服务人员的资格认证。从而提高我国的汽车服务业。关键词：售后服务概念服务流程服务现状管理AbstractThebasicconceptofthecarservicearticles,featureselaborate,analyzethecurrentsituationofChina'sautomotiveaftermarketandtrends,theinevitabilityandnecessityofcarservice,comparedtothecurrentdomesticandinternationalservices.Concludedthatthefutureofautomotiveaftermarketautomotiveindustry'scorecompetitiveness,andimprovethemeanstodevelopstandardprocessesandimproveafter-salesservicemanagement.Thispaperdescribestwoaspectsofserviceintheautomotiveindustryisthecorecompetitiveness,firstwiththeincreaseofcarownershipinChina,whichwillresultindecreaseddesireofconsumerstobuy,youmustimproveservicetocustomers,improvecustomerbuyingwant.Followedbyhomogenizationofautomotiveproductsledtoareductionincompetitionintheautomobileindustrytoimprovecompetitivenessincreaseoutput,mustturntoafter-salesservice.Toimprovethequalityofafter-salesservice,theneedtodevelopastandardcarserviceprocessesandsoundmanagementsystem.IntermsofspeedingupChina'sautomotiveserviceindustry,Chinashouldlearnfromforeignmanagementsystemsandinstitutionsofgovernmentinvolvement.Learnfromforeignadvancedsystems,focusingonbusinesspractices,establishcreditmechanismstoincreasetransparencyoftransactions.Inservicestandards,marketmanagement,trainingemployeeseli