How to write the after-sales service process of automobile 4S shop?

Maintenance appointment

1. Classification of maintenance appointments

Maintenance appointment can be divided into active appointment and passive appointment.

Active reservation

Taking the initiative to make an appointment means that many car owners don't understand the knowledge of cars now. He doesn't know when to do maintenance, and he doesn't know if the car is broken. At this time, you can call the customer according to your own customer files, understand the running status of his car, and make a maintenance plan for the owner; Then inform him in advance when to maintain it, that is, make an appointment; At the same time, make reasonable arrangements for customers with reference to the maintenance volume and workload of the workshop, that is, make an appointment with customers actively.

Passive reservation

Passive reservation means that some customers find car faults while driving; Or he read the owner's manual himself and thought it was time for maintenance. At this time, in order to save time and don't want to wait in line, he will call to make an appointment and ask the maintenance center to prepare the necessary tools, accessories and workstations before he arrives, so that he can serve his vehicle as soon as he arrives. This is a passive agreement.

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The timing is very important for customers to make an appointment.

If a maintenance receptionist arranges the appointment time of the first customer at 9: 00 am, because the enterprise stipulates that the reception time of each customer is at most 15 minutes, when should the second customer be arranged? 9∶ 15; The third one? 9∶30; The fourth client is scheduled for 9: 45? No, the fourth one must be arranged at 10. Why? There must be an emergency time of 15 minutes, because if the reception of the first customer exceeds 5 minutes for any reason, the corresponding second customer will be delayed by 5 minutes, and the third customer will be delayed by 5 minutes, but the fourth customer will not be affected, which can solve the time bottleneck well, especially in the morning. Studies have shown that people's maximum patience in line is 8 minutes, and customers will be dissatisfied after more than 8 minutes. So even if it is delayed for five minutes, these people will not have any opinions, and the fourth one will not be affected.

In the scheduled 15 minutes, it is best to save 20% of the time, that is, save 3 minutes. If you save 3 minutes for each reception, then two people will have 6 minutes, plus 15 minutes, which can be reserved for emergencies to deal with those customers who have no reservations. If it is maintenance, the work is relatively simple, and you can arrange to receive customers in that short 6 minutes; For those customers with big problems, you can arrange reception in a gap of 15 minutes. Don't think that this 15 minute is nothing. If you really set up an appointment system, you will eventually find that this 15 minute can solve many problems.

2. Prepare a maintenance appointment

After the appointment, before the appointment time arrives, the maintenance receptionist or the assistant of the maintenance receptionist must start preparations and pull out the customer files, including customer information, data and maintenance files. Prepare a welcome card with the customer's name, appointment time and license plate number written on it, and put it in a conspicuous place before going to work the next day, so that customers will be very happy when they come. Of course, many customers don't like to write his name on the welcome card. At this time, you can write a surname, "Mr. A" or "Ms. A", or you can just write the license plate number.

In addition, you should call to remind customers not to forget the appointed time. The appointment time is coming. Should I call him and ask him if he can come? If he says he can't come because of something, he should discuss another time with him. These are all preparations to be made before the reception.

3. The benefits of maintaining an appointment to customers

What are the benefits of making an appointment for customers?

It can reduce the waiting time of customers.

If the customer has made an appointment, receive it as soon as it arrives, which is convenient for the customer.

Leave enough reception time for the next link, so that customers can get better maintenance suggestions and complete the pre-inspection of vehicles.

The maintenance receptionist has enough time to establish a good relationship with customers.

Nowadays, the market competition is more and more fierce, and the maintenance receptionist should use all the time to establish a good relationship with customers.

4. Benefits of maintenance appointment to enterprises

What are the benefits of maintenance appointment for maintenance enterprises?

Helps to evenly distribute the daily workload.

Distribute the daily workload evenly to avoid being too busy in the morning and having no customers in the afternoon; Or avoid being very busy from Monday to Thursday and having no work to do on Friday and Saturday.

Resources can be fully utilized without being idle.

If everyone is busy in the morning, but there is nothing to do in the afternoon, many people are idle, or there is no work on weekends, these are idle resources. And maintenance appointment can solve these problems well.

Receiving cars and billing

1. Work contents of car collection and invoicing

After the customer comes, the maintenance personnel must put on the seat protective cover and steering wheel protective cover in front of the customer. Then drive the car to the pre-inspection desk and pre-inspect it with the customer. During the pre-inspection, the maintenance receptionist should fill in the receiving list while checking.

First, check the frame number under the windshield, a *** 17-digit code, and check whether it is correct. Sometimes, the frame number may be covered by other things, but you can get the corresponding information from the customer file, or you can see the frame number by opening the hood.

After checking the frame number, continue to check whether the windshield, roof and tires are damaged; Then open the car door, sit in and record the mileage, fuel gauge, etc. , and check whether the interior, radio and seat belt are damaged; Then close the front door, pop up the engine cover, and continue to check the body and roof; Open the back door and look at the seats inside; Then check whether the rear bumper, taillight, bearing, trunk lid and rear windshield are damaged; Then go to the other side of the car and check the other part. All this information should be registered one by one.

In front of you, you have checked the windshield, headlights, bumpers, etc. Finally, you should open the hood.

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Color management method

You are all experienced practitioners in the maintenance industry. How many colors did you see after opening the hood?

Tell you here that modern management has entered the era of color management. Any operator marked with yellow is the equipment or device that the driver has the responsibility to check, such as oil dipstick. If it is marked in red and you are not a maintenance person, don't touch it. For example, the water tank cover is marked in red. If you open it rashly, the boiling water inside will gush out, which will cause harm if you are not careful. If it is a device marked with black, you can check this, but it is best not to check it. For example, the cover of the brake tank is marked with black, so please don't open it, because most of the existing brake tanks are plastic. After opening the brake tank, the braking effect may be lost and accidents may easily occur, so it is recommended that you do not open it, especially when driving on the expressway. When braking, this moisture will produce air resistance.

Let's recall, what color is automatic transmission oil? There are generally two kinds, one is marked with red; The other is marked in yellow. Most cars are yellow now, which means that they can be inspected. If it is red, it is recommended not to check it without authorization.

This is color management. When we see these colors, we will have a certain reaction immediately and know what to do and what not to do. Just like when we drive, we unconsciously put our feet on the brake pedal when we see a red light, and unconsciously put our feet on the accelerator when we see a green light. This is the advantage of color management.

What must I pay attention to after checking around the car? If the customer is doing the first insurance, it is necessary to open the roof and simply check the situation under the car.

Usually, customers don't make the first insurance. If the customer has no other response, you can start to fill in the customer's maintenance power of attorney, and then you need the customer's signature to confirm the project.

For the service manager, the important thing is not how to operate, but how to realize the income from collecting the car and send the bill to the customer. When the service manager does the pre-inspection, he should ask the customer about the fault and then clearly record it.

2. Benefits to customers

Able to fully understand customer needs;

Customers can obtain maintenance fees, maintenance plans, spare parts inventory, etc. in advance, and decide whether to approve or not;

When extra work requires customer approval, reduce the number of calls to customers.

Because the service personnel may find other problems after the pre-inspection. If the engine leaks oil, it is necessary to lift the roof for pre-inspection. At this time, you will see the exhaust system, shock absorption system and tire condition. If there is any problem, you need to tell the customer in time, because the customer can't see the situation under the car.

At this time, picking up the car and making the order can reduce the number of contacts.

3. Benefits to the enterprise

Increase the sales time of each maintenance order;

Increase the number of parts sold in each maintenance order;

Increase profits.

Maintenance operation

1. Traditional mode and current mode of maintenance operation.

There are two methods for maintenance:

Traditional way

The maintenance receptionist picks up a customer, then fills in the maintenance order, that is, the power of attorney, and finally sends it to the workshop dispatcher to assign work.

Team approach

Teamwork means that the maintenance receptionist leads a group of maintenance technicians by himself, and he can directly assign work. When he finds that he needs extra maintenance, he should inform the customer in time and get the customer's consent on the maintenance service and price before he can start working.

2. Benefits to customers

Proper work arrangement can shorten the downtime of customers' vehicles;

Can ensure the vehicle maintenance and delivery according to the promised time.

3. Benefits to the enterprise

Appropriate arrangements can improve the labor productivity and efficiency of enterprises;

Can improve the utilization rate of enterprise resources.

Quality inspection

1. Quality inspection

After the car is repaired, it needs to be given to a test driver for a test drive. After the test run, if there are no other problems, you need to wash the car. After washing the car, the maintenance receptionist will check for the last time to see if all the items on the maintenance list have been completed, then check whether the car has been cleaned and then prepare to hand over the car. If the trial operation is not good, it may be necessary to organize another maintenance rescue, and the customer must be informed of the delay in delivery in time.

2. Benefits to customers

Can guarantee the maintenance quality of customers' vehicles;

Reduce the probability of customer vehicle rework and maintenance.

3. Benefits to the enterprise

Reduce the maintenance amount of rework;

Improve customer satisfaction and loyalty.

Alternating current transmission

1. AC transmission

At this point, you have completed the final inspection of the maintenance receptionist. If there are no other questions, you can make a statement and then inform the customer to pick up the car.

After the customer arrives, the maintenance receptionist needs to explain to the customer what maintenance work has been done and explain the bill to the customer. If the customer has doubts about the operation of the car, he must also explain it.

The maintenance receptionist must also take this opportunity to provide customers with some knowledge about the use and maintenance planning procedures that customers must know.

2. Benefits to customers

Be able to complete the work specified by customers on time at the promised price, and explain in detail;

Customers can get professional answers immediately if they have questions.

3. Benefits to the enterprise

Enhance your professional image;

Improve customer satisfaction;

You can make a new appointment with the customer.

When handing over the car, telling the customer what maintenance should be done next time is equivalent to rescheduling with the customer. Every time you hand over or contact with a customer, you'd better make an appointment again.

Follow up visit

1. follow-up visit

Within 2 ~ 5 days after repairing the car, you should call the customer to follow up and visit the customer to find out whether the customer is satisfied. It should be noted that don't let the maintenance receptionist follow up the return visit, because the customer may not tell the truth in front of the maintenance receptionist. So we need to find someone else to follow up and pay a return visit, such as the assistant of the maintenance receptionist.

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Some people think that you must ask for specific maintenance when you follow up and pay a return visit. For example, ask: "You changed a water pump, is it still leaking?" Is it still ringing? "Is this a proper question?

If an experienced technician calls to pay a return visit, it is no problem to ask; If an information officer who doesn't know the technology calls back, there may be something wrong with this inquiry. The customer said, "There seems to be some water leakage. There is a pool of water below." Then the information officer hurried to the back and reported that the pump you repaired was leaking again. But if it is a technician, he will ask the customer, "What color is the water?" If the water is transparent, he will say to the customer, "That's normal, that's air-conditioned water." If it is green or blue, it means that antifreeze may leak.

So if you call back, you can ask him, "Mr. Wang, what is the overall situation of the car now after you repaired it that day?" Is there any problem after the engine is repaired? "If there are any questions, he will tell you. If there is no problem, he will say, "The overall situation is good. "This is a follow-up.

2. Benefits to customers

Let customers feel concerned and concerned;

Provide customers with an opportunity to reflect their opinions on this maintenance;

If not satisfied, the maintenance center will take remedial measures.

3. Benefits to the enterprise

Enhance corporate image;

Improve customer satisfaction and loyalty;

You can make a new appointment with the customer.

Summary of this lecture

This lecture mainly talks about the reception way of the maintenance center to customers, starting with the service process, telling what the process is and what its characteristics are. Then it describes six links of maintenance service, especially points out the problems that should be paid attention to in each link and the benefits that this link brings to customers and enterprises.