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Automobile Ltd. Co. Slide 28 Reception Problems 8. 跟蹤服務(wù) Followup Process and Quality Improvement Training Sep. 2023 Northern Star (Tianjin) Automobile Ltd. Co. Slide 29 跟蹤服務(wù)的目的 Aims of the Followup 交車后 3天之內(nèi)與客戶聯(lián)系 Contact customer latest about 3 days after he has taken the vehicle back 就每一項工作結(jié)果討論 Discuss the results with the respective service teams 更新客戶檔案 Update customer database 更正錯誤 Initiate corrective actions 記錄客戶建議 Document the customers ments 分析結(jié)果 Analyse the results Process and Quality Improvement Training Sep. 2023 Northern Star (Tianjin) Automobile Ltd. Co. Slide 30 維修顧問評估 Service Advisor Performance Evaluation Process and Quality Improvement Training Sep. 2023 Northern Star (Tianjin) Automobile Ltd. Co. Slide 31 Process and Quality Improvement Training Sep. 2023 Northern Star (Tianjin) Automobile Ltd. Co. Slide 33 Process and Quality Improvement Training Sep. 2023 Northern Star (Tianjin) Automobile Ltd. Co. Slide 35 ? 靜夜四無鄰,荒居舊業(yè)貧。ller: Conference Customer satisfaction through service how? 其他 顧客服務(wù) 是在 顧 客心目中最重要 的競 爭因素 ?服務(wù)人員的態(tài)度 ?缺乏主動性 ?效率低 服務(wù) 汽 車 Process and Quality Improvement Training Sep. 2023 Northern Star (Tianjin) Automobile Ltd. Co. Slide 7 前臺接待流程 Front Reception Program Process and Quality Improvement Training Sep. 2023 Northern Star (Tianjin) Automobile Ltd. Co. Slide 8 Process and Quality Improvement Training Sep. 2023 Northern Star (Tianjin) Automobile Ltd. Co. Slide 9 1. 預(yù)約服務(wù) Advance Booking 2. 接待服務(wù) Reception Process 3. 初步檢查 Visual Inspection 5. 監(jiān)控流程 Monitoring Job Processing 4. 確認(rèn)工單 Writing up Repair Order 6. 終檢 Final Inspection 7. 解釋工作 Job Explanation 8. 跟蹤服務(wù) Followup Process and Quality Improvement Training Sep. 2023 Northern Star (Tianjin) Automobile Ltd. Co. Slide 10 Reception 1 1. 預(yù)約服務(wù) Advance Booking Process and Quality Improvement Training Sep. 2023 Northern Star (Tianjin) Automobile Ltd. Co. Slide 11 為客戶提供友好的預(yù)約建議 Offer cu