【8A文】奔驰售后服务标准作业流程.ppt

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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Timeandattendancerecording4.0建立一个有效的结构OrganizinganOperationalStructure单据的顺序OrderScheduling终检/质量控制Final/Qualit

2、yControl车间流程WorkshopFlow返修工作流程ReturnJobFlowChart资源控制InventoryControl出纳Cashier6.0客户关怀CustomerCare5.0运营管理OperationsManagement4.0建立一个有效的结构OrganizinganOperationalStructure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/QualityCo

3、ntrol车间流程WorkshopFlow资源控制InventoryControl出纳Cashier前台接待8个步骤FrontReceptionProcedure(8Steps)预约服务AdvanceBooking接待中心1接待客户ReceptionProcess跟踪服务Follow-up接待中心Problem确认工单IssuingRepairOrder解释工作JobExplanation监督工作进度Monitoring终检FinalInspection初步检测VisualInspection预约服务AdvanceBooki

4、ng接待服务ReceptionProcess初步检查VisualInspection监控流程MonitoringJobProcessing确认工单WritingupRepairOrder终检FinalInspection解释工作JobExplanation跟踪服务Follow-up8StepsReception1预约服务AdvanceBooking为客户提供友好的预约建议Offercustomerfriendlybookingdatesuggestions持续利用车间生产力Ensurecontinuousworkshopca

5、pacityutilisation考虑接车与车间生产力Considerreceptionandworkshopcapacityutilisation机动灵活地处理客户Processcustomermobilityifrequired记录客户需求Registercustomerrequest预订/储备所需零件Reserve/orderneededspareparts检查车辆历史以便做招回服务和返修Checkvehiclehistoryforopenservicemeasures/repeatrepairs用预约工单形式准备接待

6、客户Preparecustomersvisitbyopeningapre-order提供报价Providepriceestimate目的Purpose帮助服务中心理解前台预约流程ToassistServiceCentertounderstandoperatingprocessofAdvanceBookingatfrontline.ABFC1.JPG预约流程AdvanceBookingFlowChart预约的好处：TheadvantageofAdvanceBooking客户被按时接待Customerisreceptedonti

7、me服务速度提高Speedofserviceimproved客户得到周到的服务PerfectCustomerCare鼓励客户做预约EncouragingCustomerstoMakeAppointment接待服务ReceptionProcess完整贴切的检查客户/车辆挡案Checkcustomer/vehicledataoncompleteness/rightness处理工单Processworkshoprepairorder.灵活的处理客户Supportcustomerinthematerofmobility确认工作范围D

8、etermineandregisterscopeofservice/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