What are the responsibilities of customer service after automobile sales?

1. change the relevant information, telephone number and address of the owner and driver in time. Avoid unnecessary work links in future work.

2. When customers complain about service problems or their hopes for products and relevant information about services are recorded accordingly, for example, customers complain that the maintenance amount and price are too high, or they don't like to call when reminding customers of service, if they don't give timely feedback to the customer center, they will delay their work and even cause customers' dissatisfaction to some extent.

3. customers' hopes for the company should be registered in customer data in time to avoid forgetting and information loss.

4. Whether the items with complete maintenance documents and corresponding inspections can truly solve the problems for customers, if they cannot be handled in time, register them and ask the customer center to follow up and pay a return visit in time.

to do a good job in customer center, it is very important to communicate closely with the sales department and after-sales service department.

1. Understand the products, performance and price of Guangzhou Honda. Maintenance costs, related maintenance knowledge, etc. In daily work, customers can provide information services to customers in a timely manner, whether they understand and consult information about sales, after-sales service or common problems found in the use of products.

2. Make an appointment: In the process of making an appointment, the salesperson reminds the customer that in the future maintenance, by making an appointment, the waiting time of the customer can be reduced, the working cycle of the workshop staff can be reasonably arranged, the maintenance peak in the store can be avoided, the fatigue of the maintenance staff can be avoided, and the maintenance quality can be reduced.

(when the customer calls to make an appointment, register. Can be equipped with a special appointment telephone, timely communication with the front desk, to avoid customers coming to the store to repeat the maintenance items. Follow up the customer's visit information in time, so that the customer feels that we attach importance to his visit and pay attention to his car. So as to establish a good first impression in the hearts of customers. )

(by registering the customer's call, the customer's consulting sales situation or after-sales maintenance appointment, timely feedback to the sales department to track the customers who have the desire to buy a car; After sale, print documents, confirm spare parts inventory, communicate with workshop staff according to the maintenance items reserved by customers, and provide timely service when customers come to the store. )

3. The customer sends a thank-you letter, information and telephone number within one week after the car purchase is completed. Sincerely thank customers for buying cars, and care about the recent use of vehicles, so that customers can know our timely and thoughtful service.

4. solicit the first insurance for car buyers within three months. Make sure that the letters, contact numbers and information solicited by Shoubao are accepted by customers, and keep track of them in future stores. Avoid customer dissatisfaction due to the delay in the first insurance time.

5. maintenance and solicitation: the timely delivery of vehicles by the financial department plays a great role in solicitation, and the computer automatically makes statistics. If the vehicles cannot be delivered in time, it will affect the statistical results and the solicitation work.

attract customers to the store for maintenance and repair through letters, messages and telephone calls for customers who have been in the store for three months or more. If the last maintenance work affects the customer's coming to the store, learn more about the customer's complaints, know the specific situation in the store, and explain it to the customer in time. If you encounter something that customers can't understand by telephone, you should call at home in time, apologize, and deal with the complaints in a targeted manner in time. Strive to resolve customer dissatisfaction.

6. Return visit for maintenance: Return visit for the contents of customer's maintenance. If the customer finds some problems after maintenance or the repaired items have not been completely solved, record the problems raised by the customer, and invite the customer to the store to check and solve the problems for the customer in time after understanding the situation.

7. Survey of customer satisfaction: We can make a user questionnaire and send it to the users in the management from time to time, so as to get to know the quality of our service and customers' opinions and opinions on our service through the questionnaire. By investigating and truly reflecting our existing problems, we can make corresponding improvements and improve our service quality.

8. member management: in addition to the preferential items of members, we should carry out other special treatments enjoyed by members. Go on road trip 2-4 times a year, birthday wishes (giving gifts, sending messages and phone calls), giving gifts at in-store activities, etc. Really feel the treatment of VIPs.

9. management of points for members and non-members: members and non-members encourage customers to come to the store for consumption through points for maintenance fees, and give away some fine products or working hours when they accumulate a certain score.

1. Handling of customer complaints: In case of handling customer complaints, contact and communicate in time, visit at home, etc. to learn more about the situation, discuss the most appropriate solution, solve the problem for customers in time, apologize to customers for the inconvenience caused by our poor service, and strive for customers' understanding. Contact the customer within one week after processing to find out whether the customer is really satisfied. We are very grateful for his forgiveness and welcome his next visit. In the future, we will make up for the troubles we have brought to our customers with better services.

11. Make a case analysis according to the customer's opinions and handling process, and put forward the in-store improvement plan, so as to avoid similar situations next time.

12. summary: summarize our work every month. Including: analysis of attracting customers to the future store, summary of handling complaints from customers, and summary of customers' expectations and opinions on the store. Through these works, we can better serve our customers and strive for the greatest satisfaction.