4s shop return visit dialogue (2)

15. Do you have any comments or requirements on the service of our service station?

16. (If any) Please give me your comments. After listening, ask: Are there any other questions?

Note: I'm sorry if the answer after each question is negative or general or unsatisfactory, and I'll remind our staff to pay attention next time later)

When customers have opinions:

* Would you please tell me your question? I will make detailed records and give timely feedback to relevant personnel.

View feedback time:

* I have recorded your feedback. Thank you very much for your comments. I will feedback your opinions to the relevant departments as soon as possible, and someone will contact you again within 24 hours. Thank you. Thanks again. If you have any questions, please feel free to contact us. Goodbye. Conclusion:

Thank you very much for your cooperation. In the future, you may receive a third-party survey commissioned by FAW-Volkswagen. If you think our service is not bad, please help us say "very satisfied" with him. Thanks again. If you have any questions, you can call our service number at any time. Goodbye!

Note: the problem should be decided according to the actual situation of the service station, and a return visit should be made to investigate the current shortcomings or management priorities. It is appropriate to ask the customer 5-8 questions, which usually takes the customer 2-3 minutes.

Dialogue should be held during the 4s shop return visit [Article 2]

1. the importance of return visit: return visit is the most effective means of promotion and an integral part of quality commitment. A return visit means that the customer will receive a pleasant/enthusiastic phone call after completing the maintenance, asking whether they are satisfied with the service provided and the maintenance station as a whole.

Callback has the following advantages:

(1) We can thank our customers again for their patronage and explain any ambiguity in the statement (invoice), which also shows our customers that we have not forgotten them-although we charged them maintenance fees, in this way, we can get loyal customers and improve our image.

(2) From the customer's point of view, you can know whether you have finished the work. By talking with customers, we can pick out possible defects and deficiencies, which can prevent dissatisfied customers from spreading their anger/dissatisfaction and even stop patronizing in the future.

(3) We can be aware of the shortcomings, which we may never know or underestimate, but the impact of these shortcomings on customers is very important.

2. How much tangible benefits we can get from special/special services depends on the persistence of our telephone call back and our attitude towards the results of the telephone call back.

To make a successful telephone call back, we should follow the following basic principles:

(1) Pay a regular visit to customers after the maintenance work is completed.

(2) Pay attention to language skills when calling back.

(3) For some specific complaints, quick and concise measures should be taken.

(4) Look at the wishes of other customers, so as to know whether these wishes can be realized (that is, if a customer puts forward his wishes/requirements, he can compare these wishes/requirements with other customers, so as to clearly judge whether his wishes/requirements can be realized).

(5) Regularly discuss the results of return visits at meetings.

Three. Telephone return visit record

Customer information telephone inquiry result processing result

Serial number, work number, owner's contact telephone number, vehicle license plate satisfaction, maintenance quality service

Attitude, price, customer requirements (complaints, criticisms, suggestions, forms), who will call back 1 to complete the maintenance?

2

three

4. Appropriate call back time

Try not to call customers back as much as possible, so this means not to call customers before 9 am and after 5 pm.

The best time to call back: 9: 00 am-165438+0: 00 am.

15: 00- 17: 00 pm

If the call is not successfully connected, you should continue to contact the next day.

Verb (short for verb) How to have a telephone conversation;

The initial entry stage is very important. If we can't do it skillfully at this stage, unprepared customers will easily distrust us and doubt other motives for calling. Therefore, we will strictly follow the following procedures as far as possible: the conversation sequence of telephone call back:

Good morning/afternoon, Mr XXX. This is Dongguan Great Wall Electromechanical Mitsubishi/Cheetah Maintenance Station. This is XXX.

Your car (license plate number) was recently repaired in our station. Here, on behalf of the company, please allow me to thank you again for your support to our business. At the same time, I would like to ask, are you satisfied with the service we provide and the work after maintenance?

Satisfied or dissatisfied

Thank you very much. I'm glad that our work can satisfy you. Can you tell me why you are not satisfied? I'll record it and give it to the relevant personnel.

One more question:

In your opinion, what else can we do to improve? Any suggestions? In the record of return visit, make records. Our colleagues will give you a satisfactory answer as soon as possible. Do you want our related colleagues to call again to handle your complaint?