奔驰售后服务标准作业流程

预约的好处：
The advantage of Advance Booking
客户被按时接待 Customer is recepted on time
服务速度提高 Speed of service improved
客户得到周到的服务 Perfect Customer Care
2. 接待服务Reception Process
处理工单 Process workshop
repair order.
客户等待时的服务 Look after the customer during the waiting period
交车时间 Determine repair deadline
确认工作范围 Determine and register scope of service/ repair
提供报价
Provide price estimate
检查车辆历史以便做招回服务和返修
Check vehicle history for open service measures/
repeat repairs
机动灵活地处理客户
Process customer mobility if required
6. 终检
7. 解释工作
8. 跟踪服务
7. Final Inspection 8. Job Explanation 9. Follow-up
1. 预约服务Advance Booking 2. 接待服务Reception Process 3. 初步检查Visual Inspection 4. 确认工单Writing up Repair Order 5. 监控流程Monitoring Job Processing 6. 终检Final Inspection 7. 解释工作Job Explanation 8. 跟踪服务Follow-up
组织结构 Organization
建立一个有效的结构 Organizing an Operational
Structure
组织结构 Organization
5.0 运营管理 Operations Management 6.0 客户关怀 Customer Care
前台接待8个步骤
Front Recep保ti修on流P程rocedure Warra(n8时tSy间tPe和pros出c)e勤s记s F录low
5.0 运营管理 Operations Management 6.0 客户关怀 Customer Care
前台接待8个步骤
Front Reception Procedure
(8 Ste保p修s)流程
Warra时nt间y P和r出oc勤es记s 录Flow Time an单d据at的te顺nd序ance Orrdee终cro检Srdc/ih质neg量du控lin制g Final/Qu车ali间ty流Co程ntrol Works资ho源p控F制low Inventory出C纳ontrol
迎接客户 Greet customer
灵活的处理客户 Support customer in the
mater of mobility
完整贴切的检查客户/车辆挡案 Check customer/ vehicle data on
completeness/ rightness
检查车辆历史以便做招回服务和返修 Check vehicle history
1. 预约服务Advance Booking
Reception
1
持续利用车间生产力
Ensure continuous workshop capacity
utilisation
预订/储备所需零件 Reserve/ order needed
spare parts
考虑接车与车间生产力
Consider reception and workshop capacity
Time an单d据at的te顺nd序ance recording
Orde终r 检Sc/ h质e量du控lin制g
Final/Qu车al间ity流C程ontrol Wor返ks修h工op作F流lo程w
Return Jo资b源Fl控ow制Chart Inventory出C纳ontrol
Cashier
Βιβλιοθήκη Baidu
组织结构 Organization
Cashier
接待中心 1
1. 预约服务
2. 接待客户
3. 初步检测
4. 确认工单
2. Advance Booking 3. Reception Process 4. Visual Inspection 5. Issuing Repair Orde
接待中心
Proble m
5. 监督工作进度 6. Monitoring
utilisation
记录客户需求 Register
customer request
为客户提供友好的预约建议 Offer customer
friendly booking date suggestions
用预约工单形式准备接待客户 Prepare customers visit by opening a pre-order
RPFC1.JPG
3. 初步检查Visual Inspection
与客户一起进行检测 Execute pre-diagnose
together with the customer
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。
for open service measures/ repeat repairs
接待流程 Reception Process Flow Chart
目的 Purpose
帮助服务中心理解前台 接待流程 To assist Service Center to understand operating process of Reception at frontline.
预约流程 Advance Booking Flow Chart
目的 Purpose
帮助服务中心理解前台 预约流程 To assist Service Center to understand operating process of Advance Booking at frontline.
ABFC1.JPG