某汽车前台接待流程ygf122cduu.pptx

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1、建立一个有效的结构OrganizinganOperationalStructure6.0 客户关怀CustomerCare5.0 运营管理OperationsManagement前台接待8个步骤FrontReceptionProcedure(8Steps)保修流程WarrantyProcessFlow时间和出勤记录Timeandattendancerecording单据的顺序OrderScheduling终检/质量控制Final/QualityControl车间流程WorkshopFlow返修工作流程ReturnJobFlowChart资源控制InventoryControl出纳Cashier

2、6.0 客户关怀CustomerCare5.0 运营管理OperationsManagement保修流程WarrantyProcessFlow时间和出勤记录Timeandattendancerecording单据的顺序OrderScheduling终检/质量控制Final/QualityControl车间流程WorkshopFlow资源控制InventoryControl出纳Cashier前台接待8个步骤FrontReceptionProcedure(8Steps)1.预约服务2.AdvanceBooking接待中心12.接待客户3.ReceptionProcess8.跟踪服务9.Follow

3、-up接待中心Problem4.确认工单5.IssuingRepairOrder7.解释工作8.JobExplanation5.监督工作进度6.Monitoring6.终检7.FinalInspection3.初步检测4.VisualInspection1.预约服务Advance Booking2.接待服务Reception Process3.初步检查Visual Inspection5.监控流程Monitoring Job Processing4.确认工单Writing up Repair Order6.终检Final Inspection7.解释工作Job Explanation8.跟踪服

4、务Follow-upReception11.预约服务Advance Booking为客户提供友好的预约建议 Offer customerfriendly booking datesuggestions 持续利用车间生产力Ensure continuousworkshop capacityutilisation考虑接车与车间生产力 Consider receptionand workshop capacity utilisation机动灵活地处理客户Process customermobility if required记录客户需求 Registercustomer request 预订/储备所

5、需零件Reserve/order neededspare parts检查车辆历史以便做招回服务和返修 Check vehicle historyfor open service measures/repeat repairs 用预约工单形式准备接待客户Prepare customersvisit by opening apre-order 提供报价 Provide price estimate目的Purpose帮助服务中心理解前台预约流程ToassistServiceCentertounderstandoperatingprocessofAdvanceBookingatfrontline.AB

6、FC1.JPG预约流程AdvanceBookingFlowChart预约的好处：TheadvantageofAdvanceBooking客户被按时接待Customerisreceptedontime服务速度提高Speedofserviceimproved客户得到周到的服务PerfectCustomerCare鼓励客户做预约Encouraging Customers to Make Appointment2.接待服务Reception Process 完整贴切的检查客户/车辆挡案Checkcustomer/vehicledataoncompleteness/rightness处理工单Proces

7、sworkshoprepairorder.灵活的处理客户Supportcustomerinthematerofmobility 确认工作范围Determineandregisterscopeofservice/repair 迎接客户Greetcustomer客户等待时的服务Lookafterthecustomerduringthewaitingperiod交车时间Determinerepairdeadline检查车辆历史以便做招回服务和返修 Check vehicle historyfor open service measures/repeat repairs目的Purpose帮助服务中心理

8、解前台接待流程ToassistServiceCentertounderstandoperatingprocessofReceptionatfrontline.RPFC1.JPG接待流程ReceptionProcessFlowChart3.初步检查Visual Inspection 与客户一起进行检测Executepre-diagnosetogetherwiththecustomerTheadvantageofavisualinspectionisthattheSAcanpointoutdamageandfaultstothecustomerandsuggestappropriateremedi

9、es.Hecanalsotaketheopportunitytodrawattentiontothestateofwearingparts(e.g.worntires)ofwhichthecustomermaynothaveaware.初检的好处是维修顾问可以指出故障并提出建议。同时他可以对客户不注意的易损件进行检查。4.确认工单Writing up Repair OrderTherepairorderisaninstrumentfortheworkshop,whichalsocanbeseenuseascontractbetweenMercedes-Benz-Branchandcustome

10、rs.Thereforeithastobecreatedunderstandableandclearallindetails.工单是维修厂的工具，是MB 维修中心与客户之间的合同。因此工单的书写必须十分清楚而且易懂。5.监控流程Monitoring Job Processing6.终检Final Inspection为满足客户期望：Toensurethisexpectationissatisfied:每一个客户对维修厂有很高的期望Everycustomerhasgotahighexpectationregardingthecraftsmanshipofworkshop.终检是必要的FinalQualityControlisnecessary7.解释工作Job Explanation 解释维修内容及质量报告Explainrepairandqualityreport 将车辆及钥匙交与客户Handovervehicleandkeystocustomer 将客户带到维修顾问面前Transferofthecustomertotherespectiveserviceadvisor感谢客户并道别Thankcustomerandsaygood-bye解释发票内容Explainrepairinvoice 迎接客户Greetcustomer