汽車(chē)售后服務(wù)流程-文庫(kù)吧資料
2025-02-16 21:00本頁(yè)面
【正文】 n be seen use as contract between MercedesBenzBranch and customers. Therefore it has to be created understandable and clear all in details.工 單 是 維 修廠(chǎng)的工具，是 維 修中心與客 戶(hù) 之 間 的合同。Vehicle reception appointmentCR: Repeat main points of conversation for confirmationSA: Return the call to CRNoYesCR: 填寫(xiě) 預(yù)約 登 記 表Fill in advance booking listCR/ SA: 準(zhǔn) 備預(yù)約 工 單Prepare PreorderCR/SA: 準(zhǔn) 備預(yù)約 內(nèi)容Preparation for appointment完成Closing2. 接待服務(wù) Reception Process 完整貼切的檢查客戶(hù) /車(chē)輛擋案Check customer/vehicle data on pleteness/ rightness處理工單Process workshop repair order. 與客戶(hù)一起進(jìn)行檢測(cè)Execute interactive reception with prediagnose togetherwith the customer靈活的處理客戶(hù) Support customer in themater of mobility 確認(rèn)工作范圍Determine and register scope of service/ repair 迎接客戶(hù)Greet customer客戶(hù)等待時(shí)的服務(wù)Look after the customerduring the waiting period交車(chē)時(shí)間Determine repair deadline接待的目的 Aims of Reception檢查車(chē)輛歷史以便做招回服務(wù)和返修 Check vehicle historyfor open service measures/ repeat repairs3. 初步檢查 Visual InspectionThe advantage of a visual inspection is that the SA can point out damage and faults to the customer and suggest appropriate remedies. He can also take the opportunity to draw attention to the state of wearing parts (. worn tires) of which the cust
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