Auto 4S store after-sales service workflow

1. Reception service

1. Reception preparation

(1) Service consultants follow the specifications Requires inspection of appearance and instrumentation.

(2) Prepare necessary forms, tools, and materials.

(3) Environmental maintenance and cleaning.

2. Welcome customers

(1) Take the initiative to greet customers and guide them to park.

(2) Use standard greeting language.

(3) Address customers appropriately.

(4) Pay attention to the reception order.

3. Ring car inspection

(1) Install the three-piece set.

(2) Log in with basic information.

(3) Car inspection.

(4) Complete the pick-up registration form in detail and accurately.

4. On-site consultation

Understand the customer's concerns, ask the customer's purpose, and listen carefully to the customer's requirements and description of the vehicle failure.

5. Fault confirmation

(1) If the fault can be determined immediately, according to the quality guarantee regulations, explain to the customer whether the vehicle maintenance items and the customer's needs are within the scope of the quality guarantee.

If it is difficult to determine whether it falls within the scope of the quality guarantee at that time, the reason should be explained to the customer and a conclusion can be made after further diagnosis. If still unable to determine, report the situation to FAW Car Service Department for approval before making a conclusion.

(2) If the fault cannot be determined immediately, explain to the customer that it can only be determined after a comprehensive and careful inspection.

6. Obtain and verify customer and vehicle information

(1) Obtain the driving license and vehicle maintenance manual from the customer.

(2) Guide the customer to the reception desk and ask the customer to sit down.

7. Confirm the supply of spare parts

Check the spare parts inventory to determine whether the required spare parts are available.

8. Estimating spare parts/labor time costs

(1) Check the customer service file in the DMS system to determine whether there are other recommended maintenance items for the vehicle.

(2) Estimate the maintenance costs as accurately as possible, and break down the maintenance costs according to labor time and spare parts costs.

(3) Enter all items and required spare parts into the DMS system.

(4) If the fault cannot be determined, the customer will be informed and the detailed cost will be given after the inspection results are available.

9. Estimated completion time

The completion time is estimated based on the estimate of the man-hours required for the repair project and the actual situation in the store.

10. Create a task authorization letter

(1) Ask and explain to the customer the payment methods accepted by the company.

(2) Explain the vehicle delivery procedure and ask the customer how to handle old parts.

(3) Ask customers if they accept free car wash services.

(4) Enter the above information into the DMS system.

(5) Tell the customer that if new maintenance items are found during the maintenance process, they will be contacted in time, and the maintenance will only be carried out after the customer agrees and authorizes it.

(6) Print the task authorization letter, explain the task authorization letter to the customer, and ask the customer to sign for confirmation.

(7) Hand over the pick-up registration form and task authorization form to the customer.

11. Arrange for customers to rest

Customers are waiting in the sales and service center.

2. Operation management

1. Handover between the service consultant and the workshop supervisor

(1) The service consultant drives the vehicle to the area to be repaired and gives the vehicle key, Submit the "Task Authorization Letter" and "Car Pick-up Registration Form" to the workshop supervisor.

(2) Hand over the vehicle with the workshop supervisor according to the "Task Authorization Letter" and "Car Pick-up Registration Form".

(3) Explain the work content to the workshop supervisor.

(4) Explain the delivery time requirements and other matters that need attention to the workshop supervisor.

2. The workshop supervisor assigns work to the team leader

(1) The workshop supervisor determines the priority of dispatching work.

(2) The workshop supervisor assigns work to the teams based on their technical capabilities and working conditions.

3. Implement maintenance operations

(1) After receiving the task, the team will inspect and accept the vehicle according to the "Vehicle Pickup Registration Form".

(2) Confirm the fault phenomenon and test drive if necessary.

(3) Carry out maintenance or diagnosis according to the work content in the "Task Authorization Letter".

(4) The maintenance technician receives the materials based on the "Task Authorization Letter" and signs the delivery note.

(5) Unless required for work, you are not allowed to enter the car and cannot operate the electrical equipment on the customer's car.

(6) Maintenance technicians should carefully protect the items left in the car by customers. They are strictly prohibited from touching them unless necessary for work. When they need to be touched for work, the service consultant must be notified to obtain the customer's consent.

4. There are problems during the operation

(1) When the operation progress changes, the maintenance technician must promptly report to the workshop supervisor and service consultant so that the service consultant can contact the customer in time to obtain Customer understanding or approval.

(2) When the work items change - add items.

5. Self-inspection and team leader inspection

(1) After the maintenance technician completes his work, he should first conduct a self-inspection.

(2) After the self-inspection is completed, hand it over to the shift leader for inspection.

(3) After passing the inspection, the team leader writes vehicle maintenance suggestions, precautions, etc. in the "Task Authorization Letter" and signs it.

(4) Submit to quality inspector or technical director for quality inspection.

6. General inspection

The quality inspector or technical director conducts 100 general inspections.

7. Vehicle cleaning

(1) After passing the general inspection, if the customer accepts free car washing service, drive the vehicle to the car washing station and notify the workshop supervisor and service consultant that the car has been Start cleaning.

(2) When cleaning the exterior of the vehicle, you must ensure that there are no scratches on the paint surface or dents due to external force.

(3) Thoroughly clean the cab, trunk, engine compartment and other parts. Dust in ashtrays, carpets, instruments, etc. must be cleaned, and care should be taken to protect items in the car.

(4) After cleaning, park the vehicle in the completed parking area, place the vehicle neatly, and face the front of the vehicle toward the exit.

3. Car delivery service

1. Notify the service consultant to prepare for car delivery

(1) Bring the car key, "Task Authorization Letter", "Pick-up Car" Registration Form" and other items are handed over to the workshop supervisor, and the service consultant is notified that the vehicle has been repaired.

(2) Notify the service consultant of the parking location.

2. The service consultant delivers the vehicle internally

(1) Check the "Task Entrustment Letter" to ensure that written records of all maintenance items entrusted by the customer have been completed and quality inspection has been carried out member’s signature.

(2) Check the "Task Entrustment Letter" with the actual vehicle to ensure that all maintenance items entrusted by the customer have been completed on the vehicle.

(3) Confirm that the fault has been eliminated and test run if necessary.

(4) Confirm the old parts replaced from the vehicle.

(5) Confirm the cleanliness of the vehicle's interior and exterior (including the absence of dust, oil, and grease).

(6) Other inspections: Except for the appearance of the vehicle, no rags, tools, nuts, bolts, etc. are left behind.

3. Notify the customer and agree to deliver the car

(1) After the inspection is completed, contact the customer immediately to inform the customer that the car has been repaired.

(2) Agree with the customer on the delivery time.

(3) Do not deliver vehicles for major repairs or accident vehicles during peak hours.

4. Accompany the customer to inspect the vehicle

(1) The service consultant will accompany the customer to check the maintenance status of the vehicle, and explain the actual vehicle to the customer based on the task authorization letter and car pick-up registration form.

(2) Show customers the replaced old parts.

(3) Explain vehicle maintenance recommendations and vehicle usage precautions.

(4) Remind customers of the time and mileage of the next maintenance.

(5) Indicate that the spare tire and vehicle tools have been inspected and explain the inspection results.

(6) Explain and show to customers that the inside and outside of the vehicle are clean.

(7) Inform the customer that the sales service center will conduct a service quality follow-up phone call with the customer within 3 days and ask the customer for a convenient time to answer the phone.

(8) Remove the three-piece set in front of the customer and place it in the recycling device.

5. Prepare settlement form

(1) Guide the customer to the service reception desk and ask the customer to sit down.

(2) Print out the vehicle maintenance settlement form and exit permit.

6. Explain relevant precautions to customers

(1) According to the "recommended maintenance items" on the task authorization letter, explain to customers that these tasks are recommended and record them on the vehicle on the maintenance settlement sheet. Especially for recommended repair items related to safety, the reasons for necessary repairs and the possible serious consequences of not repairing must be explained to the customer. If the customer does not agree with the repair, the customer must indicate and sign.

(2) Explain the records in the maintenance manual (if any).

(3) For first-time warranty customers, explain that the first maintenance is a free maintenance item, and briefly introduce the quality guarantee regulations and the importance of regular maintenance.

(4) Record the time and mileage of the next maintenance on the vehicle maintenance settlement form, and remind customers to pay attention.

(5) Inform the customer that we will remind the customer before the next maintenance is due and make an appointment for the customer to come to the store for maintenance.

(6) Confirm with the customer a time convenient for answering service quality tracking calls and record it on the vehicle maintenance settlement form.

7. Explain the charges

(1) Explain the charges to the customer according to the vehicle maintenance settlement statement.

(2) Ask the customer to sign the settlement form for confirmation.

8. Service consultants accompany customers to checkout

(1) Service consultants accompany self-pay customers to checkout at the cashier.

(2) The settlement clerk will fold the settlement form, invoice, etc., and pay attention to the charge amount facing outward.

(3) Place the recovered change and exit pass on the folded invoice, etc., and hand it to the customer with both hands.

(4) The cashier thanks the customer for coming and says goodbye to the customer.

9. The service consultant returns the information to the customer

(1) The service consultant returns the car keys, driving license, maintenance manual and other related items to the customer.

(2) Tell customers how they can contact the service consultant at any time (phone number, etc.).

(3) Ask the customer if there are other services.

10. Send customers off

Farewell customers and express gratitude for their patronage:

4. Tracking service