2. When customers respond to service problems or want to get information about products and related services, for example, customers respond that the maintenance amount and price are too high, or customers don't like to call when prompting services, if they don't feedback to the customer center in time, they will delay their work and even cause customers' dissatisfaction to a certain extent.
3. The customer's hope for the company is registered in the customer data in time to avoid information loss caused by forgetting.
4. Whether the project with complete maintenance documents and corresponding inspection can really solve the problem for customers, if it can't be handled in time, register and let the customer service center follow up and pay a return visit in time.
To be a good customer center, it is very important to communicate closely with 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 customers with information services in time, whether they know and consult information about sales and after-sales service or common problems found in product use.
2. Appointment: During the appointment process, 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 maintenance projects. 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 telephone number, timely feed back the customer's consulting sales or after-sales maintenance appointment to the sales department, and track the customers who want to buy a car; Print documents after sale, confirm spare parts inventory, communicate with workshop staff according to the maintenance items reserved by customers, and provide services in time when customers come to the store. )
3. After the customer buys a car, send a thank-you letter, information and phone call within one week. Sincerely thank customers for buying cars, care about the recent use of vehicles, and let customers know our timely and thoughtful service.
4. solicit the first insurance for users who buy cars within three months. Ensure that the letters, contact numbers and information collected by Shoubao are accepted by customers and tracked in future stores. Avoid customer dissatisfaction caused by the delay in the first insurance time.
5. Maintenance and collection: The timely delivery of vehicles by the financial department plays a great role in the collection work. If the vehicle cannot be delivered automatically and timely by computer, it will affect the statistical results and collection work.
For customers who have been in the store for three months or more, attract customers to the store for maintenance through letters, information and telephone calls. If the final maintenance work affects the customer's arrival at the store, understand the customer's complaints in detail, understand the specific situation in the store, and explain to the customer in time. If you encounter something that customers can't understand by phone, you should call home in time, apologize and deal with complaints in a timely and targeted manner. Strive to solve customer dissatisfaction.
6. Maintenance return visit: pay a return visit to the contents of customer 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, invite the customer to the store for inspection in time after understanding the situation, and solve the problems for the customer.
7. Customer satisfaction survey: We can make a user questionnaire and send it to management users irregularly, so as to know our service quality 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, other special treatments enjoyed by members should be implemented. Road trip 2-4 times a year, birthday wishes (send gifts, send messages, make phone calls), in-store activities to send gifts, etc. Really feel the VIP treatment.
9. Membership and non-membership points management: Members and non-members encourage customers to come to the store for consumption through the points of maintenance fees, and give away some fine products or working hours when they accumulate to a certain point.
10. Customer complaint handling: in case of customer complaint handling, contact and communicate in time, visit at home, etc. Understand the situation in detail, discuss the most suitable solution, solve problems for customers in time, apologize 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 him to visit next time. In the future, we will make up for the troubles we have brought to our customers with better services.
1 1. Make a case analysis according to the customer's opinions and handling procedures, and put forward the improvement plan in the store to avoid similar situations next time.
12. Summary: Summarize our work every month. Including: the analysis of attracting customers to future stores, the summary of handling customer complaints, and the summary of customers' expectations and opinions on stores. Through these works, we can better serve our customers and strive for the greatest satisfaction.