CR: 需要维修顾问的技术支持？ Assign to one SA for technical support necessary?
No
Yes SA: Discuss with customer The scale of work Vehicle reception appointment
SA: Repeat main points of conversation for confirmation
SA: Return the call to CR
CR: Discuss with customer The scale of work Vehicle reception appointment CR: Repeat main points of conversation for confirmation
Northern Star (Tianjin) Automobile Ltd. Co.
Process and Quality Improvement Training Sep. 2003
Slide 11
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
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Northern Star (Tianjin) Automobile Ltd. Co.
2. 接待服务Reception Process
Process and Quality Improvement Training Sep. 2003
Slide 16
Northern Star (Tianjin) Automobile Ltd. Co.
接待的目的Aims of Reception
处理工单 Process workshop repair order. 迎接客户 Greet customer
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 与客户一起进行检测 Execute interactive reception with pre-diagnose together with the customer
CR: 填写预约登记表 Fill in advance booking list 完成 Closing CR/ SA: 准备预约工单 Prepare Pre-order
CR/SA: 准备预约内容 Preparation for appointment
Process and Quality Improvement Training Sep. 2003
Process and Quality Improvement Training Sep. 2003
Slide 9
Northern Star (Tianjin) Automobile Ltd. Co.
1. 预约服务Advance Booking
Reception
1
Process and Quality Improvement Training Sep. 2003
Process and Quality Improvement Training Sep. 2003
Slide 12
Northern Star (Tianjin) Automobile Ltd. Co.
Process and Quality Improvement Training Sep. 2003
持续利用车间生产力 Ensure continuous workshop capacity utilisation
考虑接车与车间生产力 Consider reception and workshop capacity utilisation
提供报价 Provide price estimate
机动灵活地处理客户 Process customer mobility if required
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
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
Northern Star (Tianjin) Automobile Ltd. Co.
3. 初步检查Visual Inspection
Process and Quality Improvement Training Sep. 2003
also can be seen use as contract between Mercedes-BenzBranch and customers. Therefore it has to be created understandable and clear all in details.
Process and Quality Improvement Training Sep. 2003 Slide 17
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
客户是什么
What is customer
客户期待的服务
The service customer expect
客户的权力
Right of the customer
Process and Quality Improvement Training Sep. 2003 Northern Star (Tianjin) Automobile Ltd. Co.
Process and Quality Improvement Training Sep. 2003
Slide 19
Northern Star (Tianjin) Automobile Ltd. Co.
4. 确认工单Writing up Repair Order
Process and Quality Improvement Training Sep. 2003
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Northern Star (Tianjin) Automobile Ltd. Co.
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。
The advantage of a visual inspection is that the SA can point out damage and faults to the customer and suggest appropriate remedies. He can also take the opportunity to draw attention to the state of wearing parts (e.g. worn tires) of which the customer may not have aware.
Process and Quality Improvement Training Sep. 2003
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Northern Star (Tianjin) Automobile Ltd. Co.
前台接待流程
Front Reception Program
Process and Quality Improvement Training Sep. 2003
Slide 5
Northern Star (Tianjin) Automobile Ltd. Co.
顾客服务是在顾客心目中最重要的竞爭因素
其他
18%
•服务人员的态度
服务
68%
汽车
14%
•缺乏主动性
•效率低
Source: Dr. Wolfgang Müller: Conference "Customer satisfaction through service - how?"
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Northern Star (Tianjin) Automobile Ltd. Co.
Process and Quality Improvement Training Sep. 2003
Slide 8
Northern Star (Tianjin) Automobile Ltd. Co.
服务流程
Service Procedure
Process and Quality Improvement Training Sep.
Process and Quality Improvement Training Sep. 2003
Slide 1
Northern Star (Tianjin) Automobile Ltd. Co.
Slide 3
我们服务的目的
Our aim of service
Process and Quality Improvement Training Sep. 2003