某汽車公司服務流程培訓教程-展示頁
2025-01-19 12:20本頁面
【正文】 7. 解釋工作 Job Explanation8. 跟蹤服務 Followup8 StepsProcess and Quality Improvement Training Sep. 2023 Northern Star (Tianjin) Automobile Ltd. 10Reception11. 預約服務 Advance BookingProcess and Quality Improvement Training Sep. 2023 Northern Star (Tianjin) Automobile Ltd. 11為客戶提供友好的預約建議 Offer customerfriendly booking datesuggestions 持續(xù)利用車間生產力Ensure continuousworkshop capacityutilisation考慮接車與車間生產力 Consider receptionand workshop capacity utilisation機動靈活地處理客戶Process customermobility if required記錄客戶需求 Registercustomer request 預訂 /儲備所需零件Reserve/ order neededspare parts檢查車輛歷史以便做招回服務和返修 Check vehicle historyfor open service measures/ repeat repairs 用預約工單形式準備接待客戶Prepare customersvisit by opening apreorder 提供報價 Provide price estimate預約的目的Aims of Advance BookingProcess and Quality Improvement Training Sep. 2023 Northern Star (Tianjin) Automobile Ltd. 12預約的好處 ：The advantage of Advance Booking客戶被按時接待Customer is recepted on time服務速度提高Speed of service improved客戶得到周到的服務Perfect Customer CareProcess and Quality Improvement Training Sep. 2023 Northern Star (Tianjin) Automobile Ltd. 13鼓勵客戶做預約Encouraging Customers to Make AppointmentCR: Discuss with customerVehicle reception appointment客戶打電話Customer calls inCR: 問候 GreetingsCR: 詢問客戶需要什么服務Ask customer how can be helped客戶作預約Customer books in vehicleSA: Repeat main points of conversation for confirmation其他服務緊急情況Other Service or Emergency引至維修顧問處或其他部門Assign to one free SA/Other DepartmentCR: 需要維修顧問的技術支持？Assign to one SA for technical support necessary?SA: Discuss with customerVehicle reception appointmentCR: Repeat main points of conversation for confirmationSA: Return the call to CRNoYesDraftProcess and Quality Improvement Training Sep. 2023 Northern Star (Tianjin) Automobile Ltd. 15CR: 填寫預約登記表Fill in advance booking listCR/ SA: 準備預約工單Prepare Pre
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