《奔驰汽车售后服务流程资料大全》(227页)英文
奔驰售后服务全资料
针对经济驾驶、磨损数据和工作液面的潜能分析有助于降低载重车的油耗和磨损率。这是驾驶员培训措施的基础。即将举行的维修研讨会的信息将发给维修站和车队经理，从而尽可能缩短停机时间。 Nhomakorabea时间管理
DEKRA认证的安全性：自动达到驾驶和休息时间方面的所有法定要求。远程记录驾驶员卡和储存文件，无需在车内放置公司卡。这能够节省可观的文件编制成本。前往总部的必要旅程不再必要，车辆调度员可以在剩余驾驶时间的基础上计划最佳效果。
根据各项合同条款，结合您的实际要求，我们来配置适合您的服务合同。梅赛德斯-奔驰服务合同对人员和财务提供保障：根据您的车型、合同期限和车辆型号，每月仅需支付少许费用。*
梅赛德斯-奔驰服务合同在成本和保值方面相当具有吸引力。无论您的车辆已运营多年，或是准备出售，您可完全信赖梅赛德斯-奔驰的品质。经过授权的资深经销商专家使用高品质梅赛德斯-奔驰零配件，为您进行服务方案中的所有工作流程。
为满足特种车辆用户要求的各种培训。包括Unimog技术培训，Econic技术培训等等。
客户关系管理(CRM)培训
技术培训：
梅赛德斯-奔驰新产品培训
维修技师培训
诊断技师培训
保养技师培训
各种技术专题培训
其它培训
大客户培训
针对梅赛德斯-奔驰卡车在中国的业务状况，我们在对维修站进行培训的同时，也积极响应客户要求对部分大客户提供如下培训：
梅赛德斯-奔驰产品培训
驾驶技术培训
基础维护保养培训
特种车辆培训
详细资料
梅赛德斯-奔驰“服务合同”为您的载重车提供系列服务。与您的需求相协调的服务方案确保从一开始就让您安全可靠：
您的服务方案是无现金方案，全国都可享受到久经考验的梅赛德斯-奔驰品质。
车辆维修服务接待流程
车辆维修服务接待流程英文回答：The vehicle repair service reception process is an essential part of ensuring customer satisfaction andefficient service delivery. As a service advisor, my roleis to effectively manage the entire process, from the moment the customer arrives with their vehicle until it is ready for pick-up.Firstly, I greet the customer with a warm and friendly welcome. This helps to create a positive and welcoming atmosphere, making the customer feel valued and comfortable.I introduce myself and ask for their name, which helps to establish a personal connection and allows me to address them by their name throughout the process.Next, I proceed to gather all the necessary information about the customer's vehicle and the reason for their visit.I ask specific questions to understand the issues they areexperiencing, such as strange noises, warning lights, or any other symptoms. This helps me to accurately assess the problem and determine the appropriate course of action.Once I have gathered all the relevant information, I provide the customer with an estimated time for the repair or service. I explain the process in a clear and concise manner, avoiding technical jargon to ensure the customer understands the steps involved. It is important to manage the customer's expectations and be transparent about the time and cost involved.After discussing the estimated time and cost, I proceed to schedule an appointment for the customer's vehicle. This involves coordinating with the technicians and ensuringthat the necessary parts and equipment are available. I provide the customer with a date and time for their appointment, taking into consideration their preferences and availability.During the vehicle repair process, I maintain regular communication with the customer, providing updates on theprogress and any additional findings. This helps to build trust and keep the customer informed throughout the entire process. I also address any concerns or questions the customer may have, providing clear and concise explanations.Once the vehicle repair is complete, I conduct a final inspection to ensure the quality of the work. I then inform the customer that their vehicle is ready for pick-up and provide them with a detailed explanation of the repairs or services performed. I also take the opportunity to thankthe customer for choosing our service and ask for their feedback.In conclusion, the vehicle repair service reception process involves greeting the customer, gathering information, providing estimates, scheduling appointments, maintaining communication, conducting final inspections,and ensuring customer satisfaction. By following this process, we can provide a seamless and efficient service experience for our customers.中文回答：车辆维修服务接待流程是确保客户满意度和高效服务交付的重要环节。
奔驰4S店售后服务工作流程
如果客户在站等待取 车,则到客户休息室通
知客户车辆完工
如果没在站内等待, 则立刻电话通知客
户,并询问什么时候方 便取车。
**先生/女士,让您久等了, 车辆已完工,咱们一 起去验车吧。
**先生/女士,您的车辆 已完工,故障排除了, 您什么时候方便取车
交验流程图
3、客户验车 3.1引导客户至交车区检查车辆 3.2说明维修/保养项目及经过。
告知下次定期技术保养的里程和时间,宣 传预约的好处
服务顾问：这是您的保养手册、行车证请 收好 感谢您的光临,**先生/女士,再 见
跟踪服务
客户部 1、回访准备 2、回访实施 3、征求意见 4、发出邀请
1、回访准备：制定3天内客户清单
2、回访实施：致谢、问候,了解客户 对上次服务的满意度及 使用状况
话述要求：“您好,xxx服务顾 问***为您服务,请问有什么可以帮助 您” 注意：不要让电话铃声响超过三 次,如果超过,接起电话时应该首先表 示歉意：“您好,很抱歉,让您久等了 西昌日月服务顾问***为您服务, 请问有什么可以帮助您”
2、预约实施
2.2、确认客户需求 客户要求维修或保养,服务顾问仔细倾 听并记录。
3、客户验车：检验服务质量、车 辆功能、物品、外 观确认
4、交车准备：卸下防护用具
交验流程图
内部交车 告知客户 客户验车 准备交车
1、内部交车
相关人员将竣工合格车辆移交至交车区；
维修人员向服务顾问说明维修过程和结果,移交车
辆；
服务顾问检验车辆,确定故障完全排除。
2、告 知客户
车
辆竣工后及时通
知车主
4、履约：提前准备好备件、人员、 设备
1、预约准备
1.1预约准备
奔驰售后服务全资料
奔驰售后服务全资料奔驰（Mercedes-Benz）是一家世界知名的德国豪华汽车制造商，提供出色的汽车售后服务。
以下是关于奔驰售后服务的全面资料，为您提供更详细的了解。
1.售后服务网络：奔驰在全球范围内建立了广泛的售后服务网络。
无论您身在世界的哪个角落，都能享受到奔驰优质的售后服务。
奔驰在主要城市和地区设有认可的经销商和服务中心，以确保客户能够方便地获得维修、保养和零配件等服务。
2.维修与保养服务：奔驰提供全方位的汽车维修与保养服务，以确保您的车辆始终处于最佳状态。
奔驰经销商和服务中心配备了专业的技术人员和先进的设备，能够为您的车辆提供高品质的维修服务。
无论是小修小补还是大修大改，奔驰都能根据您的需求提供专业的维修解决方案。
奔驰还提供定期保养服务，以确保您的车辆在运行过程中保持最佳性能。
这些保养服务包括发动机油更换、滤清器更换、刹车系统检查和清洁、轮胎旋转和平衡、传动系统检查等。
通过定期保养，您可以延长车辆的使用寿命，并提高汽车的性能和安全性。
3.售后配件与零部件：奔驰提供原厂配件和零部件，以保证您的车辆以最高标准进行维修和更换。
奔驰的原厂配件和零部件均符合严格的质量标准，并经过严格的测试和验证。
无论是更换刹车盘还是更换发动机零部件，奔驰都能为您提供确保质量的原厂配件。
奔驰还提供保修服务，以保障客户购买的原厂配件和零部件的质量。
在保修期内，如果发现任何质量问题，奔驰将提供免费更换或维修服务。
这项保修服务确保客户能够获得最好的售后体验，让您安心使用奔驰的原厂配件和零部件。
4.道路救援与紧急救援：奔驰提供24小时道路救援服务，确保客户在遇到紧急情况时能够及时获得帮助。
无论您是否遇到故障、车辆无法启动还是被困在路上，奔驰的道路救援团队将在最短的时间内到达您的位置，并为您提供专业的帮助和服务。
奔驰还提供紧急救援服务，以确保客户的安全。
无论是交通事故还是其他紧急情况，奔驰的紧急救援团队将立即采取行动，为客户提供所需的援助，并协助客户妥善处理紧急情况。
奔驰服务流程培训
CR: 需要维修顾问的技术支持？ Assign to one SA for technical
support necessary?
Yes SA: Discuss with customer The scale of work Vehicle reception appointment
SA: Repeat main points of conversation for confirmation
客户打电话 Customer calls in
CR: 问候Greetings
CR: 询问客户需要什么服务 Ask customer how can be helped
客户作预约
其他服务紧急情况
Customer books in vehicle Other Service or Emergency
引至维修顾问处或其他部门 Assign to one free SA/ Other Department
Slide 10
Northern Star (Tianjin) Automobile Ltd. Co.
预约的目的 Aims of Advance Booking
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
Process and Quality Improvement Training Sep. 2003
Slide 19
Northern Star (Tianjin) Automobile Ltd. Co.
4. 确认工单Writing up Repair Order
奔驰汽车售后服务流程资料大全(原文版)
Service reception Work preparation
Service booking
Check job assignment
Prepare vehicle
Workshop disposition
Parts Support
Diagnosis
Prepare diagnosis
Perform diagnosis
Workshop Process 2010
National Standard Workshop Process China (MB) Process Documentation
Status March 2009
„Workshop Process 2010“
Overview of defined processes
Conclude diagnosis
Repair/ maintenance Order completion Vehicle hand over
Prepare repair/ maintenance
Conduct repair/ maintenance Check documentatio n of workshop order Conduct vehicle hand over
Prepare vehicle hand over
GSP / TNP
2
„Workshop Process 2010“
Overview sheet process step „Service booking“
Definition
Contact to service booking with customer
Workshop pre-order opened Service Receptionist/ Service Advisor DMS
汽车售后会议流程及内容
汽车售后会议流程及内容英文回答：Car After-sales Service Meeting Process and Content.1. Meeting Preparation.Define meeting objectives and agenda.Invite relevant stakeholders (e.g., service managers, technicians, parts suppliers)。
Gather data on recent service performance (e.g., customer satisfaction, warranty claims)。
2. Meeting Introduction.Welcome attendees and review meeting objectives.Present recent service performance data and keyfindings.3. Service Process Review.Discuss current service processes and identify areas for improvement.Evaluate customer feedback and warranty claims to identify pain points.Explore best practices and industry trends to enhance service efficiency.4. Technician Training and Development.Assess technician skills and knowledge gaps.Plan training programs to improve diagnostic, repair, and communication abilities.Discuss certification and professional development opportunities.5. Parts Management.Review parts inventory and availability.Explore cost-effective parts sourcing options.Discuss warranty policies and claims handling procedures.6. Customer Experience.Evaluate customer satisfaction scores and identify areas for improvement.Discuss strategies to enhance communication, transparency, and follow-up.Explore opportunities for digital enhancements and self-service options.7. Continuous Improvement.Establish metrics to monitor and track service performance.Facilitate regular feedback loops to identify and address areas for improvement.Implement continuous improvement initiatives based on data analysis and customer feedback.8. Action Planning.Summarize key discussion points and identify action items.Assign responsibilities and establish timelines for implementation.Communicate follow-up steps and expectations to stakeholders.9. Meeting Closure.Thank attendees for their participation.Reinforce meeting objectives and action plan.Schedule follow-up meetings to monitor progress and make necessary adjustments.中文回答：汽车售后服务会议流程及内容。
汽车维修服务顾问流程与技巧(
汽车维修服务顾问流程与技巧(英文回答：Automotive Service Advisor Process and Techniques.1. Greet and Welcome the Customer.Greet the customer promptly and professionally.Introduce yourself and ask for the customer's name.Listen attentively to the customer's concerns and observations about their vehicle.2. Gather Information.Ask the customer specific questions to gather detailed information about the vehicle's symptoms and any recent repairs or maintenance.Inspect the vehicle visually to identify any potential issues.Obtain the vehicle's make, model, year, and mileage.3. Diagnose the Problem.Use diagnostic tools and equipment to identify the root cause of the vehicle's problems.Consult with technicians or refer to technical manuals for assistance if needed.Explain the diagnosis and potential repair options to the customer in a clear and concise manner.4. Present Repair Options.Discuss the recommended repairs and provide detailed explanations of the procedures, parts, and costs involved.Present alternative options or prioritize repairsbased on urgency and budget.Document the customer's decisions and obtain their approval.5. Schedule the Repair.Schedule the repair appointment according to the customer's availability and the service capacity.Confirm the estimated cost and timeline for the repair.Inform the customer about any necessary parts or supplies that need to be ordered.6. Manage Customer Expectations.Keep the customer updated on the progress of the repair.Address any questions or concerns promptly.Inform the customer when the vehicle is ready forpick-up.7. Follow Up and Close the Sale.Thank the customer for their business and inquire about their satisfaction with the repair.Address any feedback or concerns and follow up to ensure their satisfaction.Offer additional services or promotions for future maintenance or repairs.8. Tips for Success.Communication: Build strong relationships with customers by communicating effectively, actively listening, and addressing their needs.Technical Knowledge: Stay updated on automotive technology and repair techniques to provide accuratediagnoses and recommendations.Salesmanship: Effectively present repair options,build trust with customers, and close sales professionally.Customer Service: Exceed customer expectations by providing exceptional service throughout the repair process.Data Management: Use software or systems to track customer information, schedule appointments, and manage repair orders efficiently.中文回答：汽车维修服务顾问流程与技巧。
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Service booking (I)
Customer contacts workshop
_Per phone: welcome with MB dealer, location, first and surnames, regional greeting, address customer by name (if possible) _As the case may be, decide whether a Service Advisor has to be involved or not (incl. inquiries about customer wishes with regard to a special Service Advisor) _If necessary transfer customer to Service Advisor _If desired contact not immediately available, offer to call customer back
Workshop disposition
Parts Support
Diagnosis
Prepare diagnosis
Perform diagnosis
Conclude diagnosis
Repair/ maintenance Order completion Vehicle hand over
Prepare repair/ maintenance
_Find out what customer wants (customer wishes and complaints) and document in original wording _If necessary transfer customer to Service Advisor _Perform pre-diagnosis on phone (especially in case of complex repairs): find out what customer wants/question symptoms as far as possible (what, where, when, how) _Offer to do any / Offer any additional service work (e.g. small repair ) _Ask customer if further works have to be performed at his vehicle Customer concerns in original wording and symptoms documented Service Receptionist/ Service Advisor DMS
_Define scope of order during customer dialog _Discuss related vehicle history with customer (incl. customer complaint, repeat case) _ Check whether customer concerns are available as a service package _ Check existing service campaigns (e.g. service measures) _ Verify type of warranty in question (new/used vehicle warranty, goodwill case, workshop warranty, part/ major assembly warranty) _ Check if pre-diagnosis is necessary Scope and type of service/ repair/maintenance defined Service Advisor DMS
Prepare vehicle hand over
GSP / TNP
2
„Workshop Process 2010“
Overview sheet process step „Service booking“
Definition
Contact to service booking with customer
.. .
Customer and contact clearly identified by making contact Service Receptionist/ Service Advisor
Most important customer and vehicle data available Service Receptionist/ Service Advisor DMS
Service reception Work preparation
Prepare reception Perform reception Perform prediagnosis Conclude reception
Service booking
Check job assignment
Prepare vehicle
Open workshop preorder status
_Open workshop order (preorder status) _ Check, whether open jobs/reservations/orders available
Determine customer wishes/symptoms and document them
Determine customer and vehicle data
_Check whether it is about first-time contact with customer and/ or vehicle _ Check customer data _ Record / update customer data _ Record / update vehicle data (e.g. vehicle model, mileage, age)
Agreement of an appointment convenient for customer and workshop on basis of customer request, a first definition of service scope and a check of service resources _Customer and vehicle data are determined and a pre-order is opened _Customer request is recorded as detailed as possible and documented _A first rough estimate of cost and time framework is submitted _The method of reception is coordinated with the customer, appointments are agreed on basis of a disposition of service resources In: Start of the process via different kinds of approaches / first contact (e.g. by phone) by the customer Out: Pre-order with customer and vehicle data, exact documentation of customer request and estimated service scope, appointment for reception, and appointment for estimated vehicle hand over are adjusted
Conclude diagnosis
Repair/ maintenance Order completion Vehicle hand over
Prepare repair/ maintenance
Conduct repair/ maintenance Check documentatio n of workshop order Conduct vehicle hand over
Conclude repair/ maintenance Close workshop order Conclude vehicle hand over Conduct quality assurance Process warranty/ goodwill claim
Conduct final inspection
Workshop Process 2010
National Standard Workshop Process China (MB) Process Documentation
Status March 2006
„Workshop Process 2010“
Overview of defined processes
Service reception
Service booking Prepare reception Perform reception Perform prediagnosis Conclude reception
Service booking (II) Service booking (II)
Define scope and type of work
Service reception Work preparation
Service booking
Check job assignmensition
Parts Support