Reflections on the after-sales work of 4s stores in 2020

Thoughts on After-sales Work of 4s Stores in 2020 (I)

I. Guiding ideology

1. As the main channel for follow-up communication with customers, customer service department plays an important role, including customer data collection, service product monitoring and customer relationship maintenance. Take "customer-centered" as the purpose and "customer satisfaction" as the goal, and strive to do a good job in customer service; Establish the image of quality service, improve the management level of after-sales service, establish a professional team, and raise after-sales service to a new height and level.

2. Around the company's production and sales target of 654.38+0.5 million vehicles in 20xx, we need good service support to build a young, knowledgeable and professional team full of hardships and vitality, and we need an effective management system and assessment system to manage this team. It is necessary to give full play to the advantages of service personnel in the front line of the market, collect advanced technical information and potential customer demand information in the industry, feed back external quality information in time and put forward more reasonable suggestions to shape a good one.

Second, the overall work ideas of the department

According to the requirements of work objectives and the principles of standardization, quantification and assessment:

1, which extends the service function and realizes all-round services of pre-sale, in-sale, after-sale and information feedback.

2. Shorten the service process, avoid multi-head service, and realize one-stop service of "one incoming call, one stop service to the end".

3. Strengthen team building, improve the overall quality of service personnel, and comprehensively improve the service image.

4. According to the product sales volume and distribution area, gradually increase the number of itinerant service personnel and shorten the service arrival time.

5. Strengthen the management and utilization of customer files, increase the frequency of return visits, and strengthen the confidence of users to buy again.

6. After-sales work should conscientiously implement the company's policies, and the previous achievements should be maintained. Contradictions found in the operation of the service system shall be subject to the company's objectives.

7, service system quality construction, resolutely implement the service related management system, internal and external service personnel to establish detailed work indicators, in addition to the existing assessment content, supplement the monthly work summary, service process records, etc. , and implement internal training.

Three. job objective

1. During the warranty period, the return visit rate of customers is 100%.

2. The service satisfaction rate is over 98%.

3. The accuracy rate of parts shipment is over 98%.

Fourth, personnel requirements

1, the improvement of staffing; With the development of customer service, the staffing of this department needs to be improved.

2. Improve the internal process of customer service, management training and related management systems; Including the description of the main contents of the customer service department; Customer service center employee code; Customer service responsibilities; Return visit system; Formulate and implement the customer complaint/complaint system.

Verb (abbreviation of verb) customer information management

1. Customer data management: Customer data requires detailed registration of each customer's complete data by region, daily maintenance and good communication with the sales department. Any change of customer address, telephone number, person in charge, etc. Should be made in a timely manner; The information of parts suppliers should be accurate to facilitate the after-sales work of the company and customers.

2. User information management: All after-sales receipts returned by customers are entered into the system for easy searching, statistics and analysis.

3. Product quality information management: collect all kinds of product complaints fed back by customers, do a good job of classification, sorting and analysis, and hand them over to relevant departments of the company for handling in time.

4. Parts quality information management: After-sale warehouse should do a good job of feedback parts quality information, do a good job of data monitoring of important parts such as motor, controller, rear axle, differential, frame, front shock absorber and rim welding, classify, sort and analyze abnormal information in time, and report it to quality inspection department to prevent batch accidents.

Sixth, strengthen customer training and monitoring.

1. The itinerant service personnel will evaluate the after-sales ability of the newly developed dealers or dealers with low maintenance skills in the responsible area, provide technical guidance on site or organize regular training in the company to improve maintenance skills and product expertise; Communicate with customers in time and explain the company's new products and technologies in detail.

2. Customers who are good at after-sales service; Guide and help customers to establish independent after-sales service stores, and independently solve after-sales problems such as maintenance and parts replacement of vehicles sold in the region.

3. Strengthen the supervision and inspection of customer after-sales service, give correction and guidance to those who do not meet the requirements of the company, report serious violations to the customer service department in time, and take corresponding punishment according to the relevant provisions of the dealer contract.

Seven. Complaint management

Customer complaints in the service process should be reflected to the superior leaders in time, and the actual situation should be recorded in detail. And timely sorting to superior leadership; And strictly follow the customer complaint handling process. Should and assist all departments to do a good job in complaint handling, after the incident is handled, sort out the complaint form and file all kinds of handling documents.

Eight, customer service personnel training

With the continuous application of new technology, the shortening of product upgrading cycle and the improvement of customer expectations, the quality and combat effectiveness of customer service personnel must be improved to a higher level, which puts forward higher requirements for training. To this end, the following work plan is formulated:

1, increase the frequency of training work, and divide it into regular and irregular training assessment;

2. Pay attention to the training of combining theory with practical work, and pay attention to the combination of product basic knowledge and practical operation when receiving customers, especially the assessment of actual reception ability. Tour service personnel pay attention to the training of operation skills, daily troubleshooting ability and communication ability to improve the overall combat effectiveness of employees.

Nine, team building

Adhere to the principles of fairness, justice and openness, insist that only team interests can guarantee personal interests, create a learning atmosphere, and enhance employees' service concept and personal skills; Training of professional ethics, service concept and sense of ownership; Molding the working attitude of employee service, paying attention to the excavation of details, and urging employees to actively improve their own quality.

X. perfection of weakness

1, daily weekly, information * * *

Send the return visit results and customer feedback to relevant departments in writing every week, so as to keep abreast of customer trends. Use the weekly quality meeting time to comprehensively summarize customers' opinions and feedback, summarize the service quality of the week, formulate relevant rectification measures in different categories, and focus on checking the implementation of rectification measures.

2. All departments cooperate in various ways to reduce customer complaints.

When the customer service department receives customer complaints or finds that customers are dissatisfied during the company's internal return visit, it shall notify relevant departments and personnel in writing. And the customer service department will contact the customer again according to the department's solution to confirm customer satisfaction.

Thoughts on after-sales work of 4s stores in 2020 (II)

First, the overall goal of after-sales

"Optimize management and develop steadily."

Our achievements in 20XX are obvious to all. Despite the influence of the * * * policy, our after-sales performance remains strong. I believe that service is an activity that how to solve problems for customers in the most appropriate way, so as to repay them. "If you want to do a good job, you must sharpen your tools first." In order to better face customer problems, we are required to proceed from reality and put forward solutions to the problems, and finally serve the management of the company. It is suggested that the work in the new year can start from the following aspects:

(A) improve the after-sales team building

With a solid team, we can better face all kinds of problems that customers need to deal with, clarify the responsibilities of various departments, eliminate the vague concept of management responsibilities, clearly divide the responsibilities of various departments and positions, and serve the whole.

(B) to strengthen the daily management of after-sales service process

Service process is an important content of after-sales service, which is related to our business level, customer satisfaction and the external professionalism of 4S stores. Generally speaking, we should strictly implement the process, regard following the process as a behavior habit, set high standards, change the after-sales service mode with behavior, and strive to change the new look. For workshop maintenance, in addition to technology, we should also pay attention to the communication with the front desk personnel, especially pay attention to the communication of the main problems in the three stages before maintenance, during maintenance and after maintenance, so as to make the problems concrete and clarify the faults.

(three) to strengthen the training of business personnel, improve the technical level.

The front desk should continue to strengthen the training of car lifting process, and at the same time strengthen the skills of car lifting, especially the solution and analysis of difficult problems. In order to serve the front desk, we can send people from parts or workshops to exchange information or give knowledge lectures for the front desk staff from time to time. In view of common problems, on the one hand, it can train employees' business ability, thus promoting internal cooperation and communication and making our internal communication smoother. For workshop technicians, through training and daily collective study, it is related to the overall external technical image of our 4S shop, to the continuous improvement and renewal of automobile technology, and to the spirit of keeping pace with the times without going against the current.

(4) Pay attention to the supervision and management of workshop details.

A good team can't do without effective supervision and management, especially to supervise the work links of the front desk and the maintenance workshop, ensure and realize the "6s" work requirements of the service station, and pay attention to the possible situations in the coordination work, such as picking maintenance orders, poor cleaning of the car wash, and uncooperative staff. , hell to pay, dare to reward and punish, maintain service order and management norms. Pay attention to the principles of fairness, justice and openness in team building, adhere to the combination of team interests and protection of individual interests, implement the system of combining assessment and encouragement, strive to create a strong working atmosphere, and enhance the cohesiveness and overall combat effectiveness of the department.

(v) Promote cooperation with other departments of the Group or the Company.

With a more open mind and profit as the purpose, we will serve the overall situation, strive for cooperation among group companies, especially in customer claims and spare parts, share resources with other brother companies, and promote healthy competition. In addition, strengthen foreign exchanges, expand the promotion of insurance performance, open up markets, and rationally use wastes to serve the overall combat effectiveness of the company.

Second, after-sales management development goals

1. Staffing.

2. Output value plan.

(1) business indicators

1. Achieve a total after-sales turnover of 6 million. Among them, insurance claims are not less than 2.2 million, and workshop maintenance and claims are not less than 3.8 million.

2. Achieve at least 93% CSI of customer satisfaction throughout the year.

3. The number of substrate customers is 1500.

4. Pick up and drop off 20 cars every day and 650 cars every month. Average bicycle output value for maintenance is 800 yuan/set, and average bicycle output value for insurance is 1.800 yuan/set.

5. The repair rate of vehicles is less than 2%.

6 to carry out the car popularization lecture hall not less than four times.

7. The warranty claim is not less than 95%.

8. Not less than two lectures on professional and technical issues.

9. The annual purchase volume of pure parts is not less than 800,000, and the basic inventory meets the standard requirements. Accessories marketing index reaches X million.

10. The sales of high-quality goods reached more than 300,000, and the inventory of basic high-quality goods and accessories reached more than 6,543.8+10,000.

Management index

1) is mainly to strengthen the training of various departments. In addition to the training work carried out by various departments themselves,

Departments can cross-provide basic internal training, which is conducive to communication and cooperation between departments. For example, parts or workshops can communicate with the front desk staff about common technical problems in parts or automobile maintenance, or various problems arising in the work, among which the front desk car pickup staff will receive no less than 4 business skills trainings. Professional and technical basic knowledge training is not less than 2 times, workshop maintenance technical training is not less than 6 times throughout the year, and discussion, study and summary activities for difficult technical problems are not less than 3 times.

2) Carry out at least three internal activities of the department to enhance the vitality of the department and enhance the collective cohesion through collective activities.

3) Put forward internal incentive measures to improve performance, customer satisfaction and employee care.

(3) Distribution of output value

1. Various improvement measures.

(1) Front Desk Improvement Plan

In 20XX, we should implement the details of after-sales service and improve the skills of car collection.

1. Contact loyal customers, attract new customers and maintain good customer relations. With the increase of regional ownership and the deepening of work, it is particularly important to improve customer satisfaction and reduce the loss of customers, especially loyal customers. According to customer return times and customer quality, find out our loyal customers as our key maintenance objects.

2. Pay attention to the return visit and analysis of lost customers. Service consultants should find out the internal causes of customer churn and propose improvement measures. Only by constantly summing up can he make continuous progress.

3. Strengthen the training of front desk staff. In business, it is necessary to strengthen the handling and analysis of the car-lifting process and difficult technical problems, in management, strengthen the coordination and communication ability of the front desk management, and the internal staff advocate positive "criticism and self-criticism" to create a good working atmosphere.

4. Promote boutique sales. Give the boutique salesman a certain sales authority and improve his flexibility. All kinds of fine products and maintenance products, if there are items listed in the standard maintenance, can be appropriately discounted according to the theme of each activity; Cultivate customers' consumption habits and sales awareness of business personnel, formulate a sound and reasonable boutique sales plan, and propose effective incentives to promote boutique sales.

5. Strengthen the communication between the departments of the company, maintain the normal daily order of the company, clarify the responsibilities of the after-sales departments, fully let them know their responsibilities and make efforts for the development of the company. For negative thoughts and behaviors, we should take reasonable measures to solve them, make every effort to correct them, give priority to solving them, supplement them with assessment, and distinguish rewards and punishments.

(2) Insurance improvement plan

Insurance claim settlement is the key business after sale, and the output value of its sheet metal spraying business can account for.

More than 30%, the competition in the maintenance market is fierce now, not only among other 4S stores, but also among many comprehensive maintenance shops in the society, so we should strengthen our service and provide super quality service.

In order to improve the insurance business, we should complete this index: a. increase renewal; B. increase the output value of the claimed bicycle, and C. enhance customer satisfaction. You can start from the following aspects:

(1) Evaluate the existing updated resources. Re-evaluate the existing renewal strength of the service station, and fundamentally get the basis for understanding and development. Basically achieve the task goal of average 1 10,000/month renewal, and contribute about 1 10,000 after-sales turnover throughout the year.

(2) Diversification of insurance sales channels. Encourage new car insurance, encourage pre-sales promotion and after-sales personnel to participate in renewal activities, and the company will give corresponding incentive plans. Centralized reporting to financial accounting on a regular basis.

⑶ Actively explore customers: match the corresponding full-time renewal personnel, give effective incentive plans, tap existing customer resources, conduct follow-up visits, and attract us to renew the insurance.

(4) Develop customer resources through insurance system. From the inside out, starting from this customer resource, especially the customer resources since 20XX.6, we will focus on tracking back the customers who bought cars in Haizhu District from 20XX.2-20XX.6, and the third is to sort out the list of customers who unexpectedly came to our store to buy cars or repair them.

5] The principle of continuing to give appropriate preferential treatment to insurance customers. You can choose to maintain coupons and discounts. To realize the activities of buying insurance to send maintenance or working hours, or buying insurance to send oil and rice, we can follow the example of competitors, make small profits but quick turnover, and focus on insurance claims.

[6] Strengthen the car collection process, especially the ability to deal with vehicle details. Service consultants are required to constantly sum up their own problems, put forward improvement measures and improve their pick-up level.

Once the maintenance plan is improved, match the corresponding maintenance personnel and ensure the efficiency of the factory.

Third, the customer service improvement plan

1) Maintain loyal customers, improve customer service personnel's return visit skills and the ability to deal with problems flexibly, efficiently and quickly, and enhance customers' trust in customer service personnel.

2) Supervise the front desk SA to pay a return visit to customers, give timely feedback and remedial measures, eliminate customer dissatisfaction, and improve customer satisfaction and integrity.

3) Designate a perfect departmental workflow, with responsibilities specific to individuals, such as monthly new car initial insurance statistics, renewal insurance, in-store activity statistics, document sorting, etc.

4) About SA's customer satisfaction, find and solve problems in time, safeguard the company's interests, and improve the overall service quality and CSI score.

Thoughts on after-sales work of 4s stores in 2020 (III)

First of all, sort out customer data and establish customer files.

When a customer sends a car to the factory for maintenance or comes to the company for consultation and negotiation on automobile beauty, after completing the relevant formalities or negotiation, the business department will sort out and tabulate the customer's relevant information, establish a file, put it in a file bag, and make a 4s shop after-sales work plan within two days. Customer information includes: customer's name, address, telephone number, date of maintenance or visit, vehicle type, vehicle number, vehicle type, maintenance items, maintenance cycle, next maintenance cycle, services that customers want, and maintenance records in our company (see "Basic Information Table of Customer Files" for details).

Second, according to customer files, study customer needs.

According to the customer files, the business personnel study the customer's demand for automobile maintenance and related services, and find out the contents of the "next step" service, such as informing customers of scheduled maintenance, participating in the company's social activities, informing customers of the company's preferential activities, entering the factory on time for maintenance or free testing, and so on.

Third, contact customers by phone and letter, and carry out tracking services.

Business personnel contact by telephone so that customers can get the following services:

(1) Ask customers about their car use and their opinions on our service;

(2) Ask customers whether they have new service requirements for our company in the near future;

(3) Inform relevant automotive application knowledge and precautions;

(4) Introduce the services provided by our company to customers recently, especially the new service contents;

(5) Introduce all kinds of preferential networking activities recently arranged by our company for our customers, such as free testing week, preferential service month, new knowledge party on automobile application, etc. , indicating the content, date and address;

(6) Consulting services;

(7) visiting customers;