某汽車(chē)前臺(tái)接待流程ygf122(編輯修改稿)
2025-01-22 17:03 本頁(yè)面
【文章內(nèi)容簡(jiǎn)介】 efore it has to be created understandable and clear all in details. 工單是維修廠的工具，是 MB維修中心與客戶之間的合同。因此工單的書(shū)寫(xiě)必須十分清楚而且易懂。 5. 監(jiān)控流程 Monitoring Job Processing 6. 終檢 Final Inspection 為滿足客戶期望： To ensure this expectation is satisfied: 每一個(gè)客戶對(duì)維修廠有很高的期望 Every customer has got a high expectation regarding the craftsmanship of workshop. 終檢是必要的 Final Quality Control is necessary 7. 解釋工作 Job Explanation 解釋維修內(nèi)容及質(zhì)量報(bào)告 Explain repair and quality report 將車(chē)輛及鑰匙交與客戶 Hand over vehicle and keys to customer 將客戶帶到維修顧問(wèn)面前 Transfer of the customer to the respective service advisor 感謝客戶并道別 Thank customer and say goodbye 解釋發(fā)票內(nèi)容 Explain repair invoice 迎接客戶 Greet customer 提供給客戶的信息 What information is given to the customer? ? 工作內(nèi)容 the work carried out on the vehicle ? 發(fā)票內(nèi)容 the position of the invoice ? 終檢結(jié)果 the defects discovered on the vehicle ? 車(chē)輛的總體情況 the general technical condition of the vehicle ? 下次必做的工作 work that may bee necessary later Reception Problems 8. 跟蹤服務(wù) Followup 交車(chē)后 3天后與客戶聯(lián)系 Contact customer latest about 3 days after he has taken the vehicle back 就每一項(xiàng)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(cuò)誤 Initiate corrective actions 記錄客戶建議 Document the customers ments 分析結(jié)果 Analyse the results 服務(wù)顧問(wèn)表現(xiàn)評(píng)估 SA Performance Evaluation 1. 主動(dòng)向客戶推薦，并根據(jù)車(chē)間工作情況進(jìn)行預(yù)約 Handling promoting of advance booking according to workshop capacity 2. 在客戶到來(lái)之前準(zhǔn)備預(yù)約工單和維修記錄 Preparation of Preorder with history cards before customer visit 3. 按到達(dá)順序接待客戶 Dealing with customers in order of arrival 4. 迎接及問(wèn)候客戶 Prompt greeting attendance t
教學(xué)課件相關(guān)推薦
鄂ICP備17016276號(hào)-1