2. Welcome customers (1) to say hello and guide them to stop. (2) Use standard greeting language. (3) Address customers appropriately. (4) Pay attention to the reception order.
3. Install a three-piece set for inspection of loop car (1). (2) Basic information login. (3) Inspection of the ring car. (4) Fill in the car pick-up registration form in detail and accurately.
4, on-site consultation to understand customer concerns, ask the customer's purpose, listen carefully to the customer's requirements and the description of vehicle failure.
5. Fault confirmation (1) If the fault can be confirmed immediately, explain to the customer whether the maintenance items of the vehicle and the customer's requirements are within the warranty scope according to the warranty provisions. If it is difficult to determine whether it is within the warranty scope at that time, you should explain the reason to the customer and make a further diagnosis before drawing a conclusion. If it is still inconclusive, report the situation to FAW Car Service Department for approval and make a conclusion. (2) If the fault cannot be determined immediately, the explanation to the customer must be determined through comprehensive and careful inspection.
6. Obtain and verify customer and vehicle information (1) and obtain driving license and vehicle maintenance manual from customers. (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, and determine whether there are required spare parts.
8. Estimate spare parts/man-hour cost (1) Check the customer service documents in DMS system to determine whether there are other recommended maintenance items for the vehicle. (2) Estimate the maintenance cost as accurately as possible, and subdivide the maintenance cost according to working hours and spare parts. (3) Input all items and required spare parts into DMS system. (4) If the fault cannot be determined, inform the customer, and a detailed fee will be given after the inspection result comes out.
9. Estimated completion time The estimated completion time is determined according to the estimated working hours required for the maintenance project and the actual situation in the store.
10. Make a power of attorney (1). Ask and explain the payment methods accepted by the company to customers. (2) Explain the delivery procedure and ask the customer how to handle the core. (3) Ask the customer whether to accept the free car wash service. (4) Input the above information into DMS system. (5) Tell the customer that if new maintenance items are found in the maintenance process, they will contact in time, and the maintenance can only be carried out after the customer agrees and authorizes. (6) Print the power of attorney, explain the power of attorney to the customer and ask the customer to sign for confirmation. (7) Deliver the delivery registration form and power of attorney to the customer.
1 1. Arrange customers to rest. Customers are waiting at the sales service center. 1. Handover between service consultant and workshop supervisor (1) The service consultant drives the vehicle to the area to be repaired and gives the vehicle keys, power of attorney and vehicle pick-up registration form to the workshop supervisor. (2) Hand over the vehicle to the workshop supervisor according to the power of attorney and the pick-up registration form. (3) Explain the operation contents to the workshop supervisor. (4) Explain the delivery time requirements and other matters needing attention to the workshop supervisor.
2. The workshop supervisor dispatches workers to the team leader (1), and the workshop supervisor determines the scheduling priority. (2) The workshop supervisor dispatches workers to each team according to their technical ability and working conditions.
3. After receiving the task, the motorcade carrying out maintenance work (1) shall conduct vehicle acceptance according to the "Pick-up Registration Form". (2) Confirm the failure phenomenon, and conduct tests when necessary. (3) Carry out maintenance or diagnosis according to the work content in the power of attorney. (4) The maintenance technician takes the materials with the power of attorney and signs the outbound order. (5) Do not enter the car or start the electrical equipment on the customer's car unless it is necessary for work. (6) The maintenance technician shall properly keep the items left in the car by the customer, and it is forbidden to touch them if it is not necessary for work. When you need to contact them for work, you should inform the service consultant to get the customer's consent. 4. Problems in the operation process (1) When the operation progress changes, the maintenance technician must report to the workshop supervisor and service consultant in time, so that the service consultant can contact the customer in time and gain the understanding or recognition of the customer. (2) When the operation item changes-add the item.
5. Self-inspection and Team Leader Inspection (1) After the operation of the maintenance technician is completed, self-inspection shall be conducted first. (2) After the self-inspection is completed, submit it to the team leader for inspection. (3) After passing the inspection, the team leader shall write down the vehicle maintenance suggestions and precautions on the power of attorney and sign it. (4) Submit it to the quality inspector or technical director for quality inspection.
6. The quality inspector or technical director of general inspection shall conduct a general inspection of 100%.
7. After passing the general inspection of vehicle cleaning (1), if the customer accepts the free car wash service, drive the vehicle to the car wash station and notify the workshop supervisor and service consultant that the vehicle has started cleaning. (2) To clean the appearance of the vehicle, it is necessary to ensure that the paint surface is free of scratches and external force depressions. (3) Thoroughly clean the cab, trunk and engine compartment. Dust in ashtrays, carpets, meters and other parts should be cleaned up, and attention should be paid to protecting the items in the car. (4) After cleaning, park the vehicle in the completed parking area, keep the vehicle neat and the front of the vehicle faces the exit. 1. Inform the service consultant that the car is ready to be delivered (1), and give the car keys, power of attorney, pick-up registration form and other items to the workshop supervisor to inform the service consultant that the car has been repaired. (2) Inform the service consultant of the parking location.
2. The service consultant internally delivers (1) the inspection power of attorney to ensure that all written records of maintenance projects entrusted by customers have been completed and signed by the quality inspector. (2) Check the power of attorney on the real vehicle to ensure that all maintenance projects entrusted by customers have been completed on the vehicle. (3) Confirm that the fault has been eliminated, and carry out trial operation when necessary. (4) Confirm the core replaced from the vehicle. (5) Confirm the cleanliness of the vehicle inside and outside (including no dust, oil and grease). (6) Other inspections: No rags, tools, nuts and bolts are left except the appearance of the vehicle.
3. Inform the customer, and contact the customer immediately after completing the inspection of the agreed delivery (1) to inform that the car has been repaired. (2) Negotiate the delivery time with the customer. (3) overhaul and accident vehicles should not be delivered during rush hours.
4. Accompany the customer to inspect the car (1). The service consultant will accompany the customer to check the maintenance of the vehicle and explain the actual situation of the vehicle to the customer according to the power of attorney and the pick-up registration form. (2) Show the replaced core to customers. (3) Explain vehicle maintenance suggestions and matters needing attention in vehicle use. (4) Remind customers of the time and mileage of the next maintenance. (5) Explain that the spare tire and vehicle-mounted tools have been inspected, and explain the inspection results. (6) Explain to customers that the interior and exterior of the vehicle are clean. (7) Inform the customer that the sales service center will pay a follow-up telephone call back to the customer within 3 days, and ask the customer when it is convenient to answer the phone. (8) When the customer takes off the three-piece set, put it into the recycling device.
5. Make a presentation (1) to guide the customer to the service reception desk and ask the customer to sit down. (2) Print the vehicle maintenance statement and exit permit.
6. Explain the relevant precautions to the customer (1). Explain to the customer that these jobs are recommended according to the "recommended maintenance items" in the power of attorney, and record them in the vehicle maintenance statement. Especially for recommended maintenance projects involving safety, it is necessary to explain to customers the reasons why maintenance is needed and the possible serious consequences if it is not maintained. If the customer does not agree to the maintenance, please indicate and sign it. (2) Explain the records in the maintenance manual (if any). (3) For customers who are insured for the first time, explain that the first maintenance is a free maintenance project, and briefly introduce the importance of quality assurance regulations and regular maintenance. (4) Record the time and mileage of the next maintenance on the vehicle maintenance statement to remind customers. (5) Inform customers that they will remind and make an appointment to come to the store for maintenance before the next maintenance expires. (6) Confirm with the customer the convenient time to answer the service quality tracking call and record it on the vehicle maintenance statement.
7. Explain the cost (1) Explain the cost to the customer according to the vehicle maintenance statement. (2) Ask the customer to sign the statement for confirmation.
8. The service consultant will accompany the customer to settle the account (1). The service consultant accompanies the self-funded customers to the checkout counter. (2) The cashier folds up the statements, invoices, etc. , and pay attention to the amount of external charging. (3) Put the returned change and exit permit on the folded invoice, etc. Then pass your hands to the customer. (4) The cashier thanked the customer for coming and said goodbye to the customer.
9. The service consultant returns the information to the customer (1). The service consultant will return the car keys, driving license, maintenance manual and other related items to the customer. (2) Tell the customer how to get in touch with the service consultant at any time (telephone number, etc.). (3) Ask customers if they have other services.
10. Send the customers away and thank them for their patronage: within 3 days, the staff will call the customers to find out their satisfaction and opinions.
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