Auto repair front desk reception summary

"Automobile Repair" is a highly practical course. At the same time, it is also one of the most important professional courses in automotive technical schools. Front desk reception is an aspect of car repair. Here are three summaries of car repair front desk reception that I compiled for your reference!

Auto repair front desk reception summary one:

Come It has been more than two years since I joined the company. While watching the company's continuous progress, I have also made great progress. I am very grateful to the company for giving me a stage to express myself.

In 20XX, our after-sales department has undergone changes in all aspects, especially in terms of personnel transfer, from receptionists, information clerks, and workshop maintenance personnel to front-desk technical reception supervisors, workshop supervisors, and even after-sales service personnel. The department managers have all changed. Despite such big changes, the work of our department is still proceeding in an orderly manner, and the performance is much higher than in 2005. This is inseparable from the hard work of our after-sales receptionist, as follows This is my analysis report on the performance of our department in 20XX.

1. Number of visits to the factory

In 20XX, the total number of visits to the factory by the after-sales service department was ***, including *** for Guangzhou Honda models and ** for other Honda models. The first one, the first one for a non-Honda model. The details are as follows (omitted):

2. Maintenance turnover

In 20XX, the total maintenance turnover of the after-sales service department was *** yuan, the total amount of parts and components was *** yuan, and the working hours The total amount is *** yuan. The details are as follows (omitted):

3. Satisfaction Assessment

The 20XX business policy states that as long as the satisfaction assessment reaches 85 points or more, special stores will be rewarded and stipulated that 50% of the bonus is distributed to after-sales personnel. In 20XX, the after-sales service department will receive a satisfaction bonus of *** yuan if it reaches more than 90 points in two months and falls below 85 points in three months. The details are as follows (omitted):

It can be seen from the satisfaction assessment in 20XX that our department has many deficiencies in the service process survey items. The annual average score is lower than 85 points in the following items: : Vehicle condition confirmation (77.84 points), pre-maintenance work content description (81.88 points), pre-maintenance budget price description (77.06 points), estimated delivery time description (70.3 points), user settlement (83.13 points), settlement price description ( 84.22 points), tips for next maintenance (82.59 points), implementation of telephone follow-up visits (82.38 points), and solving problems raised by users (45.5 points). The change in business policy in 20XX requires our department to more strictly control the above aspects, especially "solve the problems raised by users" to improve customer satisfaction and win more profits for the after-sales service department and the company.

In February 20XX, I was promoted from a receptionist to a front desk reception supervisor. At that time, I thought that I was not qualified for this position. I had not yet mastered certain professional abilities and was too shallow in the world. But the leaders gave me encouragement and believed that I could do a good job, which became the motivation for my future work, prompting me to continuously learn professional knowledge while teaching and supervising the work of the receptionist to avoid unnecessary mistakes at work. . Through the work in 20XX, I have concluded that as a front desk reception supervisor, I should have the following seven abilities:

1. Professional abilities

As a supervisor, I must master certain professional skills Knowledge and professional abilities. What I want to achieve is that I can directly guide the practical work of the front desk receptionist and be able to act as an agent for the practical work of the front desk receptionist. There are two sources of professional ability: one is from books, and the other is from practical work. In actual work, I need to learn from my leaders and colleagues. "Don't be ashamed to ask questions" is the attitude that every supervisor should have.

2. Management ability

Management ability is a comprehensive ability that requires my command ability, my decision-making ability, my communication and coordination ability, and my professional ability. , also requires my work distribution capabilities, etc. Management ability comes from books, but more from practice. Therefore, to improve my management ability, I need to constantly reflect on my daily work, use my head to review my work from time to time, and summarize my work.

3. Communication skills

The so-called communication refers to clearing each other’s opinions.

This kind of communication includes internal coordination between superiors and subordinates, and between departments. The company is a whole, and the group I lead is a member of the whole. It will inevitably have contact with other departments, so communication is necessary. few. The purpose of communication is not about who wins or loses, but to solve problems. The starting point for solving problems is the company's interests, and departmental interests are subordinate to the company's interests. Communication within the department is also very important. As a supervisor, I need to understand and master the problems faced by receptionists at work, their ideological trends, and even their life problems, to guide, assist, and care. On the contrary, I have to take the initiative to report to my manager. Reporting is also a kind of communication. Communication also includes the coordination of interests with external customers, related units, and competitors. Poor coordination by any party will affect the completion of the work plan. It must be clear that the best coordination relationship is to achieve a win-win situation.

IV. Cultivating subordinates’ abilities

As a supervisor, cultivating subordinates is a basic and important task. I keep in mind that the after-sales service department is a whole and we must use the strength of the team to solve problems. It is the important responsibility of the supervisor to let subordinates know how to do things and be able to do things, and to teach subordinates to do things. The strength of a department is not the strength of the supervisor, but the strength of the work of all subordinates. Sheep can lead a group of lions to easily defeat a group of sheep led by lions. As a supervisor, an important responsibility is to train subordinates to become lions without having to turn yourself into a lion.

5. Work judgment ability

The so-called work ability, I personally think, is essentially a kind of work judgment ability. To cultivate a person's judgment ability, you must first have a straightforward mind. In other words, one must have good moral character, which is the basis for work judgment. Only by making correct judgments about what is right and wrong in worldly affairs can we distinguish right from wrong. Secondly, for the work I am engaged in, whether it is a big or small matter, what to do, how to do it, and who should do it, as a supervisor, I should have a clear judgment, or decision. We must learn to discern opportunities and prepare for rainy days. You must understand that only in this way can you turn a crisis into a turning point, and finally into a good opportunity. In fact, the ability to judge work is a synthesis of the above four abilities. The embodiment of supervisory ability is the embodiment of the ability to judge work.

VI. Learning ability

Today’s society is a learning society. Today’s enterprises must also be learning enterprises, and each of us must also be a learning subject. There are two types of learning, one is book learning and the other is practical learning, and the two should be carried out alternately. Only if I keep learning can I make better and faster progress and catch up with the development of society. When we enter society, we must take the initiative to learn and regard learning as a habit and a normal state of life.

7. Professional ethics

Dante has a saying: The flaws of wisdom can be made up for by morality, but the flaws of morality cannot be made up by wisdom. For people at work, whether they are employees or supervisors, professional ethics come first. Regardless of whether the company is good or not, regardless of the level of the position, regardless of the salary, being responsible for one's own career is a basic quality and the foundation of personal development. ?Be a monk for a day and ring the clock for a day? As long as I am in the company for a day, I must ring the clock for a day.

The above seven abilities are what I should do as a front desk reception supervisor. In 20XX, I did not perform the duties of a supervisor well, and I was not mature enough in dealing with people. Managers often say: "To do things, you must first learn to be a good person." ?In 20XX, I am determined to start from myself, start from small things, do not care about everything, learn to tolerate others, think about problems from the perspective of others, learn to control myself with consciousness, and always remind myself that I should remain rational.

In addition to the above personal summary, I have also combined the existing problems of our department to formulate the following six-point work plan for the after-sales service department in 20XX:

1. Standardization service process and improve the overall quality of reception staff.

The after-sales service department operates in strict accordance with Guangzhou Honda's service procedures. The receptionist's words and deeds must undergo professional training to improve the overall quality of the reception staff. Only in this way can we leave a deep impression in the minds of customers, that is, our services are of a professional level, deepen the impression of Guangzhou Honda's brand in the minds of consumers, and build customers' trust in Guangzhou Honda.

2. Strengthen regular customer return visits and solicitation, and establish customer files.

On the basis of following Guangzhou Honda’s standard procedures (return visit seven days after maintenance, send maintenance letter fourteen days before maintenance solicitation, make solicitation phone call seven days before), establish a complete customer file and do some regular work for customers Maintenance tips are written in the maintenance letter. Send a warm greeting text message to customers on holidays and special days, inform them of the latest news in the store, enhance the relationship between customers and us, and let customers truly feel that our service is considerate and considerate.

3. Strengthen communication with insurance companies and provide comprehensive insurance services.

While we strive for insurance coverage for insurance companies, insurance companies are also flexible when making claims so as not to harm the interests of customers. We communicate well with insurance companies to provide customers with convenient and comprehensive services. At the same time, we also achieve the best win in the cooperative industry between both parties, improve the services of both parties, and win customer loyalty and satisfaction.

4. Strive for the right to carry out designated maintenance of government vehicles.

In September 20XX, our company signed a single-item fixed-point maintenance agreement with the Procurement Office. In the favorable situation where the number of Honda vehicles in Nanping Municipal Government is increasing, our company must take a proactive approach and visit various government units to strive for the right to repair Honda vehicles at designated locations. While maintaining the safety of Honda vehicles of government units, it also created huge profits for our company.

5. Regularly carry out roving quick repair activities and try to be as detailed as possible.

Our store’s service area is ** area and ** area. The store is located in **. Customers from other counties and cities in ** and ** area are far away from each other in terms of maintenance and repair services. A lot of inconvenience. It is recommended that in 2007, a roving quick repair activity be carried out every quarter, that is, "door-to-door repair" service, to carry out maintenance and replacement of common parts for local customers' cars in various counties and cities, which greatly facilitates customers. Whether it is service attitude or service quality, we must be meticulous and try our best to do everything for the sake of customers and proceed from the customer's interests to make our services high-quality and meticulous.

Services that serve customers enthusiastically and sincerely can bring satisfaction to customers and gain their trust, so that they can occupy a place in the market competition and win the market. Therefore, we must take continuous improvement of services as a breakthrough, customer convenience as a principle, and impress customers with the charm of high-quality products and unique services and all the consideration for customers. Improve the quality of reception staff, improve the quality of maintenance, do a good job in customer return visits, and provide convenient and complete insurance agency services to improve service quality, enhance customer satisfaction and the company's popularity, and ultimately gain more profits for the company.

The arrival of 20XX heralds the beginning of a new year, heralds that the company has reached a new level, and heralds that our unremitting efforts will bring brilliant performance to the company.

Car repair front desk reception summary part 2:

This year my internship at the automobile company is coming to an end. Through this period of internship work, I have improved my professional knowledge and other skills. Great progress has been made in all aspects. Through internship work, I have a deeper understanding of automobiles. Through work, I can step into a higher threshold of the automobile industry and embark on the path of automobile development. From then on, I strive to become an excellent Autobots. There may be many people working in the automobile industry, but not everyone has the opportunity to dismantle cars. The company has spent a lot of manpower, financial and material resources to provide us with a very rare opportunity to dismantle cars and provide us with the opportunity for rapid growth. Good conditions. I think every new employee should express his gratitude to the company for his efforts and be proud of being a member of the technology center. During the process of dismantling the car, I received help from supervisors, instructors and many colleagues. Every time I had something I didn’t understand, they always answered it carefully and patiently. As long as you discover and learn with your heart, you can always learn a lot. I can understand a lot of problems that I couldn't understand in books. Of course, this is mainly thanks to the supervisors, instructors and colleagues who are eager to help me.

Through the car dismantling internship, I gained a lot, understood the basic structure and basic knowledge of the car, enhanced the spirit of teamwork, truly realized the importance of teamwork at work, and also enhanced my enthusiasm The ability to face and overcome difficulties and endure hardships and stand hard work has laid a better foundation for future adaptation to work.

We follow a strict process for dismantling the entire vehicle and have a clear division of labor. Each class is divided into three groups? The main disassembly group, the disassembly group and the data login group. This is all smooth for us. It played a very important role in completing the car dismantling internship.

Before officially dismantling the car, we first measured the vehicle's posture and took photos of each posture of the vehicle. After that, some preparation work was done before dismantling the car, such as cutting off the power, draining water and draining oil. After that, we entered the formal dismantling process. Under the guidance of on-site supervision, the dismantling of the entire vehicle was carried out nervously and orderly. The first thing to dismantle was the four doors and two covers. Since most of my colleagues had no experience in dismantling a car, they did not find the skills when dismantling it, which resulted in a relatively slow disassembly.

Then start to remove the bumper and fender. Before dismantling the car, I always thought that the bumpers were made of relatively strong materials such as metal. However, when I dismantled the car, I found that the bumper of the car we dismantled was made of plastic. I found it a bit difficult to understand that the bumper is plastic. How does it play the role of insurance when a car has a traffic accident? Through other people's explanations, I got rid of the misunderstanding that the bumper must be made of metal. It turns out that using plastic also has its advantages. The main function of the bumper on a passenger car is to absorb part of the energy during a collision, thereby ensuring the safety of the vehicle occupants. Our car does not have energy-absorbing blocks behind the front bumper, while the other two cars have energy-absorbing blocks. In this way, its energy absorption effect may be better.

In addition, the bumper can also play a decorative role and can also reduce the weight of the vehicle. I think it may also have something to do with pedestrian protection. It turns out that I was not very clear about the names and functions of each car lamp. Through the explanation by Mr. Chen from the electrical department, I understood the names and functions of each car lamp. After that, I asked Supervisor Song of our class for further guidance. It has not deepened the understanding of the car lighting system, so as to distinguish between high beam, low beam, position light, brake light, turn signal and reversing light. There are many things like this. I think if I hadn't participated in the vehicle dismantling internship, I would still be a car illiteracy, and I don't even know the most basic car knowledge. After that, we successively dismantled the chassis of the vehicle, including the clutch, transmission, front axle, rear axle, front suspension, rear suspension, braking and steering related structures, and then removed the engine.

During the dismantling of the entire vehicle, the engine and transmission were not dismantled, but the engine and transmission were only disconnected at the clutch. Before disconnecting the clutch, I read about the structure of the clutch in a book, but after reading it for a while, I still didn’t understand what was going on. After disassembling the clutch, I asked several colleagues who knew more about the relevant issues. In their After patiently answering questions, I basically understood the working principle of the clutch. Sometimes some things cannot be understood by reading books. It is relatively easy to understand by observing things and other people's explanations. There are still many things to learn at work in the future. In the process of learning, you must pay attention to methods and use correct methods. This method can get twice the result with half the effort.

The process of dismantling fully reflects the importance of teamwork. During the process of dismantling, many people are doing different jobs, and each job must cooperate with each other, otherwise errors will easily occur. For example, if the person doing the disassembly works too fast, the person taking the records may not be able to keep up, which will make it easy to make mistakes and affect the subsequent data logging work; photos must be taken before each step of disassembly, which requires The dismantling personnel and the photographers must coordinate, and at the same time, they must also cooperate with the recorders when recording the photos.

Since we will change jobs after a while, each of us has some knowledge of different jobs and has done every aspect of car disassembly. In addition to disassembly, information compilation of parts and data logging are also very important, and are relatively boring, but these two tasks require more meticulousness. The measurement of standard parts is relatively simple. Just measure some key information such as nominal diameter, thread length, end thickness, end diameter and weight. Some parts are more complicated. Not only the basic dimensions such as length, width, and height must be measured, but also the gaps must be analyzed. Some parts have as many as a dozen to dozens of holes, and the measurement of some gaps is relatively small. Difficulty, which requires care and patience, and additional information must be recorded.

This is especially true for data login work. When faced with a large amount of data, pictures and tables, errors are more likely to occur. Therefore, every aspect of every job requires everyone's meticulousness and patience, as well as everyone's efforts and cooperation.

In addition to dismantling the entire vehicle, I also participated in the disassembly of Camry seats, and also disassembled the transmissions of Triumph and Elysee with our colleagues in the transmission group of the chassis department. I originally thought that the seats were relatively simple, but by participating in the Dongfeng Lear staff’s disassembly of the seats, I realized that car seats are not that simple. There are many things that need to be taken into consideration during the design process of the seats. Problems, such as cost, manufacturing process, etc. Since I will be engaged in transmission-related work in the future, I was more serious and attentive when dismantling the two transmissions. I clarified many issues that were not very clear before, analyzed their respective shifting mechanisms, and compared the two transmissions. Pros and Cons of Transmissions. Although both transmissions are produced by the same company and have very similar general structures, there are still many differences in details. For example, although the gear gear on the reverse gear shaft of both is moved directly through the reverse gear fork, Triumph's transmission can ensure that the reverse gear rotates together with the input shaft at all times. It ensures that the three reverse gears are synchronized when the reverse gear is engaged, but the Elysee's transmission does not have such a structure.

I learned a lot and also exposed some problems. When I started dismantling the car, everything was relatively new, so I was quite motivated. However, in the last few days when I was doing the body-in-white work, I was not very motivated because the work was difficult and boring. You should also reflect on the following. Future work cannot always contain new content. How to maintain your enthusiasm for work is very important. You must learn from those who have been working actively.

I would like to thank the company for providing such a good opportunity, and also thank the people who have enthusiastically helped me. I have learned a lot through the dismantling internship and have accumulated some relevant knowledge for future work. In addition, During the process of dismantling the car, I also learned about the issues that should be paid attention to in the design process, such as minimizing the quality of parts, taking into account the processing technology when designing, and using appropriate processes and materials to reduce costs. Make the design reasonable and convenient for installation and maintenance. Although the car dismantling internship is only the beginning of our work, there is still more to learn in future work, but the knowledge and correct working methods we learned from it can be brought to future work, as long as we If you insist on continuous learning and correct working methods, no matter what kind of difficulties you encounter at work in the future, you will eventually be able to solve them.

Summary of Car Repair Front Desk Reception Part 3:

>Introduction to the Car Repair Front Desk Reception Process

Step One: Make an appointment for the car repair front desk reception process. The most important thing about this step is that customers who have made reservations should enjoy the benefits of reservations, and they must be strictly distinguished from customers who directly enter the factory for repairs. This is a key factor in deciding whether this customer will make another appointment next time. This step is difficult to do in the early stages of business opening. Mainly because the business volume was small at first, and there was not much difference in repair time between customers who made appointments and those who went directly to the factory for repairs. However, Lexus customers must value time! There are several ways to arrange customer appointments: 1. Let customers know the various benefits of appointment services. 2. Place notice boards in the customer reception area and customer lounge to remind customers to make appointments. 3. When following up on customer visits, promote the appointment business to let more customers understand the benefits of appointment. 4. SA often promotes the benefits of making appointments to customers who come directly to the factory without making an appointment to increase the number of scheduled repairs.

Step 2: Reception process at the car repair front desk. After the customer parks the vehicle, the guide will take it to the maintenance reception area and introduce it to an SA according to the company's requirements. This step is actually a process of communication between the SA and the customer, which is also a consultation process. SA should pay attention to several issues during this process:

1. The reception process at the car repair front desk should take at least 7 minutes. The advantage of this is: a. You can learn more about the customer's needs more accurately. b can tap potential profits for the company. c. You can learn more about the customer's personality, which is beneficial to subsequent work. D can establish a certain emotional foundation with customers, which is beneficial to subsequent work.

2. If SA cannot solve the technical problems in the reception process of the car maintenance front desk by itself, it must seek help from the technical support of the workshop and cannot make decisions without authorization.

3. The car maintenance front desk reception process must be careful when inspecting the vehicle, but we must not let the customer feel that we are guarding against him as much as we are guarding against thieves. For example: to check the appearance of the vehicle, you can say: "Mr. Or, look at this injury, if you get insurance from here, you don’t have to pay anything. We will repair it directly for you. The procedure is very simple. This can not only solve customers' resistance to SA inspection of vehicle appearance; it can also indirectly help the company create profits.

4. When inspecting the vehicle during the reception process of the car maintenance front desk, a three-piece set must be laid in front of the customer. Even if the customer politely says no, please insist on doing so.

Car maintenance front desk reception process 5. Clearly advise the customer to take away the valuables in the car and provide the customer with a bag to hold the items. If there are some items, such as navigators and MP3s, that the customer does not want to take away, SA can receive the items into the locker at the front desk and record them on the vehicle checklist. If it is a large item, it can be recorded on the vehicle checklist and explained to the dispatch room.

Step 3: Print the work order during the car maintenance front desk reception process. A work order is a contract. It should be noted that before the customer signs it, several issues must be explained to the customer.

1. What services are performed in the work order.

2. The approximate total cost of the service items in the work order (the difference between the estimated value and the actual value cannot exceed 10%) 3. The approximate time required for the service items in the work order. For Lexus customers, time may be more important than money.

4. Do you want to keep the replaced accessories and put them in the trunk or somewhere else?

5. Whether to wash the car. This is the "Five Confirmations".

Also note:

1. If the item being repaired is not a common repair item, you must first inquire with the parts whether it is available and how long it will take to arrive.

2. Attach the car key of the customer's vehicle to the key card, and record the license plate number, work order number, SA name, model, vehicle color, and vehicle parking location.

3. If the customer has a key chain, please indicate it in an obvious place on the work order.

Step 4: Real-time monitoring of the reception process at the car maintenance front desk. This step is to supervise the progress of the work, which is mainly reflected in two aspects:

1. Completion time. Regarding the completion time, there should be such a provision in the inter-department collaboration regulations: the maintenance technician estimates the completion time based on the work order, and should promptly remind the SA if the work cannot be completed on time. If you want to pick up the car on the same day, you should be at least half an hour in advance. If you want to pick up the car the next day, it is best to inform you one day in advance. As a service consultant, you should also promptly inquire about the work progress from the workshop control room based on the completion time indicated on the work order. If the car cannot be delivered on time, you must take the initiative to explain the reason to the customer in advance and apologize.