Reception skills of automobile 4S

Dialogue on Beijing Hyundai Customer Complaint Handling-Service Question Answers 1. The customer was very angry and asked, "Why can't you drive to the workshop or go into the workshop to see the maintenance process of your vehicle?"

We can understand how you feel. You can rest assured of the quality inspection. Modern maintenance workers in Beijing are highly skilled technicians. Moreover, after the car inspection, we will do the car inspection. During this maintenance period, you can handle your own affairs with peace of mind. If you have any questions, we will contact you in time.

For the sake of safety, we don't recommend you to enter the workshop. In addition, you can imagine that if each of our customers goes into the workshop to watch the maintenance process, our workshop will cause management confusion. At the same time, there is a large piece of glass in the rest area to see the maintenance status of the workshop, and you can see everything without entering the workshop. If you have to enter the workshop to communicate directly with the maintenance personnel, please get an access card at the business front desk. Besides, repairing a car is a very precise and meticulous process, just like a doctor doing surgery. How would you feel if you were a doctor and there were many people standing around watching you perform surgery?

2. Why can't modern auto parts be bought outside? I am in a foreign country, and there is no maintenance station where I live, so it is very inconvenient to maintain it. Can you sell me the parts and I'll take them back for repair?

A: We understand you very well. Other customers have asked similar questions. Please allow me to explain that Beijing Hyundai adopts a closed spare parts supply model to ensure that modern car owners can get modern pure spare parts in the service factory. You know that car maintenance requires high professional skills, and spare parts are not taken out to prevent non-professionals from providing you with inappropriate services, thus endangering your driving safety.

3. Last time I changed parts, the price was high. The price of accessories has been reduced this time. I can't explain to the leader when I go back to the unit. The price of accessories has changed too much, and it has been changing. Can it remain the same?

A: The price reduction of accessories is to give back to Beijing Hyundai car owners' deep love for Beijing Hyundai and save the use cost of car owners. Your situation is very special. If necessary, we can give relevant instructions to your leaders. what do you think?

4. My car has a problem. You found a problem during the maintenance inspection. Although it took a whole day, I don't want to repair it now, but you have to charge me for the inspection. Didn't you say the inspection was free? Why do you charge me for testing?

Answer: Fault diagnosis before maintenance is the key link of maintenance, especially for intractable diseases, which require superb technology and rich experience. At the same time, it is possible to use special detectors. If it has been judged accurately, it is equivalent to half maintenance. Therefore, according to industry regulations, it is reasonable to charge the inspection fee appropriately.

5. Why do problems appear soon after maintenance?

We are very sorry for the inconvenience caused by these questions. We will test your car immediately, because there are many reasons for the failure. After the test results come out, we will give you a satisfactory answer and solution as soon as possible.

6. How did you repair the car? How many times have you solved the same problem? Can you fix it or not?

I'm sorry for the inconvenience. We will do a comprehensive test on your car again. Please rest assured that you will get a satisfactory answer in the shortest time. (If it is a maintenance quality problem, make some apologies and negotiate with the customer for a possible solution. If it is not a maintenance quality problem, politely explain the test results to the customer and propose a solution after approval).

7. Before suggesting the customer to make an appointment in front of the factory, the customer said, "I don't want to make an appointment. I am free to come to your service center myself? " , how to answer?

We totally understand how you feel. But, sir, if you take a few minutes to confirm your convenient maintenance time with us one hour before entering the factory, you can save several hours of waiting time. In addition, we also have a reservation green channel here. Don't you think making an appointment is actually good for you?

8. Frequent phone calls and return visits annoy customers (especially those old customers who often come to repair). "My car is ok. Why do you always call? I am very busy. "

A: I'm sorry to bother you We call you because we are very concerned about the use of your car after repair. We are responsible for ourselves and for you. If you think I'm bothering you by calling now, when do you think we won't bother you by calling? If the customer insists that we don't need to call again in the future, then this call can be cancelled, otherwise it will cause another kind of dissatisfaction from the customer.

9. Why do 4S stores in different parts of your country have different business hours, some are cheap and some are expensive?

A: Thank you very much for asking this question. Because of the different industry regulations and price levels in different regions, the working hours of each service factory will be slightly different, but please rest assured that all the charging standards in the country have been strictly examined and approved by relevant state departments. If you have any questions about your bill, please feel free to contact us and we will give you a satisfactory answer as soon as possible.

10, why are the same accessories available in the market and cheap?

A: In order to ensure that you can use high-quality and pure after-sales service accessories, all the spare parts purchased by Beijing Hyundai meet Beijing Hyundai's global quality standards, and the spare parts on the market come from different channels, so the quality and use safety cannot be guaranteed. "Safety and quality" is our commitment to every customer.

1 1. Isn't your garage under repair? Why do I always have to change the assembly after my car has problems?

Answer: The purpose of replacing the assembly is to ensure the safety of parts maintenance and use. For example, replacing the oil seal in the steering gear requires special tools, and the process requirements are high. Generally, the repair quality cannot be guaranteed, so if the steering gear leaks oil, there will be great security risks. Of course, if the maintenance technology is not high or the corresponding maintenance technology is guaranteed, professional maintenance personnel will repair it for you.

12, the customer asked, "Your service center is too far away. Can you change the oil in the service center?"

Answer: 4S shop will have relevant maintenance records when changing oil, and your warranty will be stamped with the special seal of 4S shop. These two items are the necessary conditions for your car to enjoy the 2-year/60,000-year warranty period, so I suggest you go to the store to change the oil and enjoy professional service and original accessories. If you are really far away from the 4S shop, you can bring you a set of maintenance accessories with the signature of the service manager every time. Do you think this is okay?

13. Why is the waiting time for maintenance so long?

A: At present, the space of the company's work station and vehicle parking area is limited, but customers often arrive at the store in a time period, and some customers' maintenance projects need to spend more manpower and time to detect and eliminate. So sometimes it will make you wait too long. At the same time, in order to alleviate this problem, customers are advised to make an appointment when they come to the factory for maintenance next time to reduce the waiting time.

14. Why is the maintenance cost so expensive?

Our company is a maintenance enterprise in Taiyuan. The basis for collecting working hours is the automobile unemployment management office and the price bureau of the automobile jurisdiction. Accessories are original accessories, and the price is unified throughout the country. All maintenance technicians are trained to ensure the quality of maintenance. Compared with private small-scale repair shops outside, our company is first-class in quality and service. Spend a few hundred yuan here to do a whole car maintenance, and you can rest assured that you have bought 5000 kilometers. We have quality guarantee for everything you do.

15. What's the charge? Isn't it agreed that one working hour 100 yuan? Why does my car need more than 1 000 when it has only been repaired for1hour?

Answer: Because our company is very professional in the maintenance of our own brand cars, the sooner the car, the better. The maintenance time is different from the actual working time. Working hours refer to the efficiency and value of working hours, so the length of time cannot be used as a measure of charging standards. For example, it takes two days and two nights to repair the engine, and the salary is only 2000 yuan. If it takes half a day to fix the same problem in someone else's house and only one hour in ours, where would you choose?

16, you said that your charges are uniform and regular. Why do you think your service consultants always quote our prices casually?

A: Because our service specialist has to face many customers every day, and the company has regulations, so the service specialist must be very familiar with the maintenance price. Quick and accurate quotation is the basic quality that every service consultant should have. It is also very clear that all prices can be inquired by our service specialist without going to the computer. Just like every time you buy Dahongying, you won't see the price of Dahongying when you go to the store in the future.

17. What should I bring for the annual inspection?

A: The information that customers need to provide for annual inspection.

1, original insurance (copy) or insurance card (we copy both sides on the same piece of paper)

2. Driver's license

3. Annual inspection form (bus should be stamped with official seal)

4, sewage permit

5, unified payment card (four free project card)

The communication requirements with customers are as follows:

1. Time and cost required for annual inspection and its composition (annual inspection maintenance fee, annual inspection service purpose, inspection station fee)

2. Payment method (the vehicle management office must pay the fees in cash)

3. Remind whether there is a violation record.

The following friendly reminders are required for customers:

4. Renew the warranty in the maintenance department, and the annual inspection agency fee is free.

5. Time reminder for the next annual inspection (the next annual inspection shall be based on the date registered on the driving license, not the month corresponding to the mantissa of the license plate).

18, your manual says that 5000 kilometers is the first insurance, but my friends around me all say that it is necessary to do a maintenance once every 3000 kilometers. Is it necessary for my car to have a maintenance every 3000 kilometers? (is it ok to make the first insurance in advance? )

Answer: Yes, 3000 km maintenance is the maintenance during the running-in period, which releases the impurities grinded inside the engine, thus prolonging the service life of the engine. Let the performance of the engine be better, and let you fully appreciate the fun of driving!

19, q: "How to reissue the warranty manual"?

A: When the warranty manual is reissued, the customer should provide relevant information.

4S shop specifically stated that if the warranty manual is lost, it will no longer enjoy the free oil change service of the first warranty (even if a new warranty manual is reissued, it will no longer enjoy this right).