DCRC介绍(客户关系中心重点参考).ppt

DCRC介绍(客户关系中心重点参考).ppt

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非常感谢福特亚太的各级领导非常感谢福特亚太的各级领导光临与指导光临与指导Thankyouforcomingtoourcompany重庆安福汽车营销有限公司重庆安福汽车营销有限公司ChongqingAnfumotormarketing&saleco.,LTD重庆安福DCRC工作介绍workingreportofDCRC,ChongqingAnfuDCRCDCRC人员人员DCRCpersonnelDCRCpersonnel：

DCRC经理由总经理担任TheThecompanyscompanysGMservesastheGMservesastheDCRCmanagerDCRCmanager另设副经理1名、主管1名OOnedeputymangerandoneDCRCnedeputymangerandoneDCRCsupervisorsupervisor新车回访专员（1名）：

销售后的3日DC、40日DC、维修后保养提醒及解决新车投诉DCspecialistfornewcars（1person）DCspecialistfornewcars（1person）:

respon:

responsiblesibleforcontactforcontactingingthenewthenewcustomersinthreedaysandinfortydays.customersinthreedaysandinfortydays.SShealsoremindhealsoremindssthecustomersthecustomersofofthecarmaintthecarmaintenanceenanceanddealanddealsswiththecomplainwiththecomplaintstsaboutnewcaraboutnewcarss.维修回访专员（4名）：

维修后的3日DC及投诉的解决DCspecialistformaintenance（4persons）:

responresponsiblesibleforcontactforcontactingingthethecustomerswhorepairedthecustomerswhorepairedtheirircarcars3daysagos3daysagoinourcompanyanddealwithinourcompanyanddealwithanyanycomplaincomplaintstsaboutaboutthemaintenancethemaintenance.预约专员（1名）90日未回厂客户联系、预约onepersononepersonisisresponresponsiblesibleforreservationandcontactforreservationandcontactingingthecustomerswhothecustomerswhohahavevenevercomebacnevercomebackkinninetydays.inninetydays.每位DCRC专员每日轮流照顾休息区客户EachEachDDCRCCRCisistaktakingingcareofthecustomersincareofthecustomersintherestingplacetherestingplaceinturn.inturn.设施、设备installmentandequipment拥有可独立办公的两间办公室Therearetwoseparateoffices拥有DCRC专用电话线2条TherearetwospecialtelephonelinesforDCRC五台专用电脑FivespecialcomputersforDCRCDCRCDCRC的主要工作的主要工作mainworkmainwork客户关怀客户关怀CareforthecustomerCareforthecustomerss回访回访DCDC预约预约reservationreservation问题的解决及预防问题的解决及预防SettlementandpreventionofSettlementandpreventionoftheproblemtheproblemss对其他部门的支持对其他部门的支持SupporttootherdepartmentsSupporttootherdepartments保持良好的顾客关系保持良好的顾客关系KeepgoodKeepgoodrelationshipwithrelationshipwithcustomerscustomers一、客户的关怀CareforthecustomerCareforthecustomerss我们将宽敞明亮的休息室进行了分区：

影视区、上网区，还专为吸烟人士准备了吸烟区，为儿童准备了娱乐区；TherestingplaceisdividedintoTVarea,Netsurfingarea,smokingareaandamusementareaforchildren提供当月的杂志、当日的报刊以及福特新车的资料；Offerthemagazine,newspapersandtheinformationaboutthenewcars.每日提供三种不同的饮品，并在夏季提供冰冻的雪碧及可乐。

Offerthreekindsofdifferentdrinkseveryday,andoffericydrinksinsummer.我们在休息室准备了万能手机充电器、针线包、毛毯以备车主所需，提供象棋、围棋、扑克等娱乐用品，并为儿童准备了智力玩具。

Wepreparedtheall-powerfulcellularphonecharger,threadtowrapintherestingplacewoolenblanketwithhavethecarownerneed,providetheamusementthings,suchasChinnachessandpoker.etc.,andpreparedtheintelligencetoyforthechild.二、与销售的互动supportforsalesdepartmentl妥善保管新购车客户档案并保证它的正确性。

Keepthenewcarcustomersinformationandmakesureoftheircorrectnessl与新购车客户联系，进行回访。

DCfornewcustomersl查询40天前购车的客户是否回厂做第一次免费换油，并与其联系。

Checkwhetherthecustomerswhoboughttheircars40daysagohadcomebackforfreereplacementofoil,andcontactthemifnecessaryl解决新车客户的抱怨或投诉。

Settlementofanycomplaintsfromnewcustomersl配合销售销售部门开展各项宣传活动及车展，开发潜在客户提供给销售部门，提高新车销售机会。

Cooperatewithsalesdepartmentforvariouspromotionactivitiesandcarexhibits,developpotentialcustomersforsalesdepartmentandenhancetheopportunityfornewcarsalesl每周出具新车回访报告并做出改善计划，以提高销售满意度。

SubmitweeklyreportfornewcarDCandmakeactionplansforimprovementinordertoincreasethecustomersssatisfactionrate.三、与服务的互动supportforservesdepartmentl与前台接待、车间班组形成一对一负责制。

Onetoonecooperationwithreceptionistandmaintenanceworkerl维修后的回访DCaftermaintenancel询问当日保养客户的月平均行驶公里数，推算下次保养时间，录入维修回访表中。

Inquireaboutthemonthlyaveragerunningdistanceofeachcustomerscarfromthecustomerswhoaremaintainingtheircarsinourcompany,forecasttheduetimefornextmaintenanceoftheircarsandkeeprecordoftheseinvestigationresultsl解决维修客户的抱怨或投诉。

Settlementofanycomplaintsaboutthemaintenancel配合参加服务部的各项活动，以提高客户回厂率。

Cooperatewithservicedepartmentforvariousactivitiesinordertoencouragethecustomerstopaymorefrequentvisitbackl每月与服务部门开会讨论上月的满意度情况，并作出改善计划，以提高服务满意度Monthlymeetingwithservicedepartmenttodiscussthesatisfactionrateofcustomersinthepreviousmonthandmakeactionplansforimprovement四、预约reservationl从DMS中筛选90日未回厂客户进行主动接触，尽量与客户达成下一次维修保养的预约；Activelyselectcustomerswhohavenevercomebackwithin90daysfromDMSandtrytomakereservationfortheirnextmaintenancel及时通知服务部门和其它部门准备接待预约客户。

填写欢迎看板；Timelyinformtheserviceandotherdepartmentsforreceivingreservedcustomers.Putsloganonthewelcomeboard.l与预约客户保持联系，提醒准时到达，根据需要调整预约时间，充分发挥预约的功能。

Keepincontactwithreservedcustomersandremindthemoftheappointments,adjustthereservationtimeifthereisanychange,makefulluseofthereservationfunctionl监控预约成功率，每日统计进厂台次与预约数，以提高预约比例，缓解维修接待压力。

Monitorthesuccessrateofthereservation,keeprecordof