奔驰服务流程培训优质PPT.ppt
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奔驰服务流程培训优质PPT.ppt
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ProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide1服务流程服务流程ServiceProcedureProcessandQualityImprovementTrainingSep.ProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide2前台接待流程FrontReceptionProgram维修顾问评估ServiceAdvisorPerformanceEvaluationProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide3客户是什么客户是什么Whatiscustomer客户期待的服务客户期待的服务Theservicecustomerexpect客户的权力客户的权力RightofthecustomerProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide4我们服务的目的我们服务的目的OuraimofserviceProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide5ProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide618%68%14%Source:
@#@Dr.WolfgangMller:
@#@ConferenceCustomersatisfactionthroughservice-how?
@#@其他顾客服务顾客服务是在是在顾顾客心目中最重要客心目中最重要的竞的竞爭因素爭因素服务人员的态度缺乏主动性效率低服务汽车ProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide7前台接待流程FrontReceptionProgramProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide8ProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide91.预约服务AdvanceBooking2.接待服务ReceptionProcess3.初步检查VisualInspection5.监控流程MonitoringJobProcessing4.确认工单WritingupRepairOrder6.终检FinalInspection7.解释工作JobExplanation8.跟踪服务Follow-upProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide10Reception11.预约服务AdvanceBookingProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide11为客户提供友好的预约建议Offercustomerfriendlybookingdatesuggestions持续利用车间生产力Ensurecontinuousworkshopcapacityutilisation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客户Preparecustomersvisitbyopeningapre-order提供报价Providepriceestimate预约的目的预约的目的AimsofAdvanceBookingProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide12预约的好处:
@#@TheadvantageofAdvanceBooking客户被按时接待客户被按时接待Customerisreceptedontime服务速度提高服务速度提高Speedofserviceimproved客户得到周到的服务客户得到周到的服务PerfectCustomerCareProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide13鼓励客户做预约EncouragingCustomerstoMakeAppointmentCR:
@#@DiscusswithcustomerThescaleofworkVehiclereceptionappointment客户打电话CustomercallsinCR:
@#@问候GreetingsCR:
@#@询问客户需要什么服务Askcustomerhowcanbehelped客户作预约CustomerbooksinvehicleSA:
@#@Repeatmainpointsofconversationforconfirmation其他服务紧急情况OtherServiceorEmergency引至维修顾问处或其他部门AssigntoonefreeSA/OtherDepartmentCR:
@#@需要维修顾问的技术支持?
@#@AssigntooneSAfortechnicalsupportnecessary?
@#@SA:
@#@DiscusswithcustomerThescaleofworkVehiclereceptionappointmentCR:
@#@RepeatmainpointsofconversationforconfirmationSA:
@#@ReturnthecalltoCRNoYesProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide15CR:
@#@填写预约登记表FillinadvancebookinglistCR/SA:
@#@准备预约工单PreparePre-orderCR/SA:
@#@准备预约内容Preparationforappointment完成ClosingProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide162.接待服务ReceptionProcessProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide17完整贴切的检查客户/车辆挡案Checkcustomer/vehicledataoncompleteness/rightness处理工单Processworkshoprepairorder.与客户一起进行检测Executeinteractivereceptionwithpre-diagnosetogetherwiththecustomer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接待的目的AimsofReception检查车辆历史以便做招回服务和返修Checkvehiclehistoryforopenservicemeasures/repeatrepairsProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide183.初步检查VisualInspectionProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide19TheadvantageofavisualinspectionisthattheSAcanpointoutdamageandfaultstothecustomerandsuggestappropriateremedies.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。
@#@ProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide204.确认工单WritingupRepairOrderProcessandQualityImprovementTrainingSep.2003NorthernStar(Tianjin)AutomobileLtd.Co.Slide21Therepairorderisaninstrumentfortheworkshop,whichalsocanbeseenuseascontractbetweenMercedes-Benz-Branchandcustomers.Thereforeithastobecreatedunderstandableandclea
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- 奔驰 服务 流程 培训