Summary of Front Desk Reception of Automobile Maintenance Part I:
I have been in the company for more than two years. While watching the company make continuous progress, I have also made great progress. I am very grateful to the company for giving me a stage to show myself.
In 20XX, all aspects of our after-sales department have changed, especially the personnel transfer, from the receptionist, information officer and workshop maintenance personnel to the technical reception supervisor, workshop supervisor and even the after-sales department manager. Despite such great changes, our work is proceeding in an orderly way, and our performance has been greatly improved compared with that in 2005, which is inseparable from the hard work of our after-sales receptionist. Here's what I think of me.
First of all, the number of visits to the factory
In 20XX, the total number of after-sales service department visits the factory is * * * units, including * * units for Guangzhou Honda models, * * units for other Honda models and * * units for non-Honda models. The details are as follows (omitted):
Second, the maintenance turnover rate
In 20XX, the total maintenance turnover of after-sales service department is * * *, the total spare parts are * * *, and the total working hours are * * *. The details are as follows (omitted):
Third, satisfaction evaluation.
20XX's business policy points out that as long as the satisfaction assessment reaches 85 points or above, the special store will be rewarded, and it is stipulated that 50% of the bonus must be paid to the staff of the after-sales department. In 20XX, the after-sales service department will get a satisfaction bonus if it scores more than 90 points in two months and less than 85 points in three months. The details are as follows (omitted):
From the satisfaction evaluation of 20XX years, we can see that there are many shortcomings in the service process investigation project of our department. The annual average score is below 85 points: vehicle condition confirmation (77.84 points), description of operation contents before maintenance (8 1.88 points), description of estimated price before maintenance (77.06 points), description of estimated delivery time (70.3 points) and so on. Explanation of settlement price (84.22 points), prompt for next maintenance (82.59 points), implementation of telephone call back (82.38 points), and solving problems raised by users (45.5 points). The change of business policy in 20XX has led to stricter control over the above aspects, especially? Solve the problems raised by users? Improve customer satisfaction and win more profits for after-sales service departments and companies.
In February 20XX, I was promoted from receptionist to receptionist supervisor. At that time, I didn't think I was qualified for this position. I don't have a certain professional ability, so I have no experience. However, the leader gave me encouragement and believed that I could do well, which became the motivation for my future work, prompting me to keep learning professional knowledge while teaching and supervising the receptionist's work, so that she could avoid unnecessary mistakes in her work. Through 20XX years of work, I have concluded that as a receptionist, I should have the following seven abilities:
I. Professional ability
As a supervisor, I must master certain professional knowledge and ability. What I want to achieve is that I can directly guide the actual work of the front desk and act as an agent for the actual work of the front desk. There are two sources of professional ability: one is from books, and the other is from practical work. In practical work, I need to learn from my leaders and colleagues. Not ashamed to ask? It is the attitude that every supervisor should have.
Second, management ability.
Management ability is a comprehensive ability, which requires my command ability, my decision-making ability, my communication and coordination ability, my professional ability, my work distribution ability, and so on. Management ability comes from books, but more from practice, so to improve my management ability, I need to constantly reflect on my daily work, review my work with my brain from time to time and sum up my work.
Third, communication skills.
The so-called communication refers to unblocking each other's opinions. This kind of communication includes internal coordination between superiors and subordinates, departments and departments. The company is a whole, and the team I lead is a part of the whole, so it is necessary to contact other departments, so communication is essential. The purpose of communication is not who wins or loses, but to solve problems. The starting point of solving the problem is the interests of the company, and the interests of the department are subordinate to the interests of the company. Communication within the department is also very important. As a supervisor, I need to understand, master, guide, assist and care about the problems of reception staff in their work, ideological trends and even life. On the contrary, for my manager, I also want to report voluntarily, and reporting is also a kind of communication. Communication also includes interest coordination with external customers, relevant units and competitors. Poor coordination between either party will affect the completion of the work plan. It should be clear that the best coordination relationship is to achieve * * *.
Fourth, cultivate the ability of subordinates.
As a supervisor, training subordinates is a basic and important job. I keep in mind that the after-sales service department is a whole, and we should use the strength of the team to solve the problem. It is an important duty of the supervisor to let subordinates know, do and teach them to do things. The strength of a department is not the strength of the supervisor's ability, but the strength of the work of all subordinates. Sheep can lead a group of lions to easily defeat a group of sheep led by lions. As a supervisor, the important duty is to train subordinates into lions, not to turn themselves into lions.
Five, work judgment ability
The so-called work ability, personally, is essentially a kind of work judgment ability. To cultivate a person's judgment ability, we must first have a straightforward mind, or a good moral quality, which is the basis of work judgment. For the right and wrong of the world, we can have a correct judgment and distinguish between right and wrong. Secondly, as a supervisor, I should have a clear judgment, or a decision, about what I should do, how to do it, and who will do it, no matter how big or small. Learn to set an example and plan ahead. You know, only in this way can we turn the crisis into a turning point and finally a good opportunity. In fact, the work judgment ability is the synthesis of the above four abilities, and the embodiment of the supervisor's ability is the embodiment of his work judgment ability.
Sixth, learning ability
Today's society is a learning society, and today's enterprises must also be learning enterprises, and each of us must also be the subject of learning. There are two kinds of learning, one is book learning and the other is practical learning, which should be carried out alternately. Only by studying constantly can I make better and faster progress and catch up with the development of society. When we step into the society, we should take the initiative to learn and regard learning as a habit and a normal life.
Seven. professional ethics
Dante has a saying: the defects of wisdom can be made up by morality, but the defects of morality cannot be made up by wisdom. For people at work, whether employees or supervisors, professional ethics are the first. No matter whether the company is good or not, no matter whether the position is high or low, no matter whether the salary is high or low, being responsible for one's career is a basic accomplishment and the foundation of personal development. ? Be a monk for a day and hit the bell for a day? As long as I am in the company for one day, I will ring the bell well.
The above seven abilities are what I should do as a receptionist. In 20XX years, I didn't perform my duties as a supervisor well, and I was not mature enough to deal with people. Managers often say: If you want to make a difference, you must first learn to be a man. ? In 20XX, I made up my mind to start from myself, start from small things, ignore everything, learn to tolerate others, think from others' standpoint, learn to control myself with consciousness, and always remind myself to be rational.
In addition to the above personal summary, I also worked out six work plans for the after-sales service department for the following 20XX years in combination with the problems existing in our department:
First, standardize the service process and improve the overall quality of the reception staff.
The after-sales service department works in strict accordance with the service process of Guangzhou Honda, and the words and deeds of the receptionist must be professionally trained to improve the overall quality of the receptionist. Only in this way can we leave a deep impression on our customers, that is, our service is professional, deepen the impression of Guangzhou Honda brand in the eyes of consumers, and establish customers' trust in Guangben.
Second, strengthen regular customer return visits and solicitation, and establish customer files.
According to the standard procedure of Guangzhou Honda (pay a return visit after seven days of maintenance, send a maintenance letter 14 days before the maintenance invitation, and call the invitation seven days before). ), establish a complete customer file, give customers some maintenance tips regularly, and write them in the maintenance letter. On holidays and some special days, send warm greeting messages to customers, inform them of the latest developments in the store, enhance the feelings between customers and us, and let customers truly feel our thoughtful service.
Third, strengthen communication with insurance companies and provide perfect insurance business.
While we strive for insurance coverage for insurance companies, insurance companies also make flexible claims without harming the interests of customers. We communicate with insurance companies to provide customers with? Convenient and comprehensive? Service, but also to achieve win-win cooperation between the two sides, improve the services of both sides, and win customer loyalty and satisfaction.
Fourth, strive for the right of fixed-point maintenance of government vehicles.
Our company has signed a fixed-point maintenance agreement with the procurement office in September, 20XX. Under the favorable situation that the number of Honda cars owned by Nanping municipal government is increasing, our company must actively visit various government units and strive for the fixed-point maintenance right of Honda cars of various government units. While maintaining the safety of Honda vehicles, it also created huge profits for our company.
Five, carry out quick repair tour activities on a regular basis, and try our best to be precise.
Our service area is * * and * *, which brings a lot of inconvenience to customers in other counties and cities and * * areas in * * and * *. It is suggested to have a quick repair every quarter in 2007, that is? Home repair? Service, to various counties and cities to repair and replace common parts for local customers' cars, which greatly facilitates customers. Whether it is service attitude or service quality, we should be meticulous and try our best to do it. Everything is for the customer, and everything is based on the interests of the customer? Make our service quality and meticulous.
Enthusiastic and sincere service to customers can bring satisfaction to customers and gain their trust, thus occupying a place in the market competition and winning the market. Therefore, we should take the continuous improvement of service as the breakthrough point, take the convenience of customers as the principle, and touch customers with the charm of high-quality products and unique services and all the considerations for customers. Improve the quality of reception staff, improve maintenance quality, pay a return visit to customers, provide convenient and perfect insurance agency business, improve service quality, enhance customer satisfaction and company visibility, and finally gain more profits for the company.
The arrival of 20XX indicates the beginning of a new year, indicates that the company has reached a new level, and indicates that our unremitting efforts have brought brilliant achievements to the company.
Summary of Front Desk Reception of Automobile Maintenance Part II:
This year, my internship in the car company is coming to an end. Through this internship, I have made great progress in my professional knowledge and other aspects. Through internship, I have a deeper understanding of cars. Through my work, I can step into a higher threshold of the automobile industry, embark on the road of automobile development, and strive to become an excellent autobot from now on. There may be many people engaged in the automobile industry, but not everyone has the opportunity to dismantle the car. The company spent a lot of manpower, financial resources and material resources, which provided us with a very rare opportunity to dismantle the car and provided good conditions for our rapid growth. I think every new employee should thank the company for its contribution and be proud of being a member of the technology center. In the process of disassembling the car, I got help from the supervisor, instructors and many colleagues. Every time I don't understand something, they always answer it carefully and patiently. As long as you study hard, you can always learn a lot of knowledge there, and you can understand many problems that you can't understand when reading. Of course, this is mainly thanks to those supervisors, instructors and colleagues who are enthusiastic about helping me.
Through the practice of disassembling cars, I learned a lot, learned the basic structure and knowledge of cars, enhanced the spirit of teamwork, and truly realized the importance of teamwork in my work. At the same time, I also enhanced my ability to face and overcome difficulties actively and bear hardships and stand hard work, laying a good foundation for future adaptation.
For the disassembly of the whole vehicle, we follow strict procedures and have a clear division of labor. Each class is divided into three groups. The main disassembly group, disassembly group and data recording group played a very important role in our successful disassembly practice.
Before officially disassembling the vehicle, we first measured the posture of the whole vehicle and took photos of all the postures of the vehicle. After that, I did some preparatory work before disassembling the car, such as power failure, water discharge and oil discharge. After that, it entered the formal disassembly link, and under the guidance of on-site supervision, the disassembly of the whole vehicle was carried out in a tense and orderly manner. First, four doors and two covers were removed. Because most of my colleagues have no experience in disassembling cars and have not found the skills to disassemble cars, the speed of disassembling cars is very slow.
Then start to remove the bumper and fender. Before disassembling the car, I always thought that the bumper was made of materials with equivalent strength, such as metal, but when disassembling the car, I found that the bumper we dismantled was plastic, which was somewhat difficult to understand. How does the bumper play an insurance role in the event of a traffic accident? Through other people's explanation, I walked out of the misunderstanding that the bumper must be made of metal. The original use of plastics also has its advantages. The main function of the bumper on the bus is to absorb some energy during collision, so as to ensure the safety of the occupants in the bus. There is no energy absorption block behind the front bumper of our car, and the other two cars have energy absorption blocks, so its energy absorption effect may be better.
In addition, the bumper can also play a decorative role and reduce the weight of the vehicle. I think it may have something to do with pedestrian protection. Also, I don't quite understand the names and functions of the lights in the car. Through the explanation of the electrical engineer, I learned the names and functions of the lights in the car. Later, I consulted the director Song of our class, and deepened my understanding of the lighting system, thus distinguishing high beam, low beam, position light, brake light, turn signal and backup light. There are many such things. I think if I didn't take part in the disassembly practice of the vehicle, I would still be a car-blind, and I don't even know the most basic car knowledge. After that, we successively dismantled the vehicle chassis, including the clutch? Transmission, front axle, rear axle, front suspension, rear suspension and related structures for braking and steering, and then the engine is removed.
In vehicle disassembly, the engine and transmission are not disassembled, but disconnected at the clutch. Before disconnecting the clutch, I also read the structure of the clutch in books, but I still don't understand what is going on after reading it for a while. After removing the clutch, I asked a few colleagues who understood. Under their patient answers, I basically understood the working principle of the clutch. Some things are sometimes incomprehensible by reading, but it is much easier to understand by observing things and other people's explanations. There are still many things to learn in the future, so we must pay attention to methods in the process of learning, and only by using the right methods can we get twice the result with half the effort.
The process of disassembly fully embodies the importance of teamwork. In the process of disassembly, many people are doing different jobs, and each job should cooperate with each other, otherwise it is easy to make mistakes. For example, if the detacher works too fast, the recorder may not keep up, and it is easy to remember wrong, which will also affect the subsequent data login work; Before each step of disassembly, photos should be taken, that is to say, the dismantler and photographer should cooperate, and at the same time, they should record photos and cooperate with the recorder.
Since we will change jobs after a while, each of us knows something about different jobs and has done every step of disassembling the car. Apart from disassembly, information arrangement and data recording of parts are also very important and boring, but these two tasks need to be more detailed and serious. The measurement of standard parts is relatively simple, as long as some key information such as nominal diameter, thread length, end face thickness, end face diameter and weight are measured. However, some parts are more complicated. We should not only measure the basic dimensions such as length, width and height, but also analyze their differences. Some parts have as many as a dozen to dozens of holes, and some gaps are difficult to measure, which requires care and patience, in addition to recording their additional information. This is especially true in the work of data entry. Faced with a large number of data, pictures and forms, it is more likely to make mistakes. Therefore, every link of every job needs everyone's meticulous patience and needs everyone's efforts and cooperation.
In addition to the disassembly of the whole vehicle, I also participated in the disassembly of the Camry seat, and also disassembled the transmissions of Triumph and Elysee with my colleagues in the transmission group of the chassis. Originally, I thought the seat was relatively simple, but only after taking part in the disassembly of the seat by the staff of Dongfeng Lear did I know that the car seat was not that simple. There are many problems to be considered in the design of seats, such as cost and manufacturing technology. Because I am engaged in transmission-related work in the future, I am more serious and careful when disassembling the two transmissions, and I have also sorted out many problems that I didn't understand before, analyzed their respective gear shifting mechanisms, and compared the advantages and disadvantages of the two transmissions. Although both transmissions are produced by the same company and have similar overall structures, there are still many differences in details. For example, although the gears on the two-speed reverse shaft are directly shifted through the reverse fork, the Arc de Triomphe transmission can ensure that the reverse gear rotates with the input shaft at any time, thus ensuring the synchronization of the three reverse gears when the reverse gears are engaged, while the Elysee transmission does not have this structure.
Learned a lot, but also exposed some problems. At first, everything was novel, so I was more motivated. In the last few days, I was not very active because my work was not good and boring. I should also reflect on the following. My future works can't be new forever. How to keep my enthusiasm for work is very important. I must learn from those who work actively.
I want to thank the company for providing such a good opportunity, and I also want to thank the people who helped me enthusiastically, so that I learned a lot through the disassembly internship, and also reserved some relevant knowledge for future work. In addition, in the process of disassembling the car, I also know the problems that should be paid attention to in the design process, such as minimizing the quality of parts, considering the processing technology when designing, using appropriate technology and materials to reduce costs, reasonable design, and easy installation and maintenance. Although the practice of disassembling cars is only the beginning of our work, there are still more things to learn in the future work, but the knowledge and correct working methods we have learned from it can be brought to the future work. As long as we persist in continuous learning and correct working methods, no matter what problems we encounter in our future work, they will eventually be solved.
Summary of Front Desk Reception of Automobile Maintenance Part III:
& gt Introduction to Reception Process of Automobile Maintenance Front Desk
The first step: car maintenance reception process reservation. The most important thing in this step is to let the reserved customers enjoy the appointment treatment, and strictly distinguish them from the customers who directly enter the factory for maintenance. This is the key factor to decide whether this customer will make another appointment next time. This step is difficult to do because the company is in the early stage of opening. The main reason is that the initial business volume is small, and there is little difference between the customers who make an appointment and the customers who enter the factory directly from the maintenance time. However, Lexus customers must be very concerned about time! There are several ways to arrange customer reservation: 1. Let customers know the benefits of booking service. 2. Place billboards in the customer reception area and customer lounge to remind customers to make an appointment. 3. When tracking the customer's return visit, publicize the appointment business and let more customers know the benefits of appointment. 4.SA often publicizes the benefits of appointment to customers who enter the factory directly without appointment, and increases the amount of regular maintenance.
Step 2: car maintenance reception process reception. After the customer parks the car, the shopping guide will take the car to the maintenance reception area according to the company's requirements and introduce it to a SA. This step is actually a process of communication between SA and customers, and it is also a process of negotiation. This process SA should pay attention to several issues:
1. The reception process of car maintenance takes at least 7 minutes, which has the advantages that: A can know the customer's needs more accurately. B can tap potential profits for the company. C can learn more about the customer's personality, which is conducive to the follow-up work. D can establish a certain emotional foundation with customers, which is conducive to the follow-up work.
2. If SA can't solve the technical problems of the front desk reception process of automobile maintenance, it must ask the workshop technical support for help, and shall not make decisions without authorization.
3. The front desk reception process of automobile maintenance should carefully check the vehicle, but don't let the customer feel that we are guarding him like a thief. For example, check the appearance of the vehicle. Mr. x, you see there is a scratch here. When do you have time? Let's get insurance and I'll fix it for you. . Or? Look at this wound. If you get insurance from here, it won't cost you anything. We will repair it directly for you. The procedure is simple? . This can not only solve the customer's resistance to SA inspection of vehicle appearance; It can also indirectly help the company create profits.
4. The front desk reception process of automobile maintenance should check the car and lay a three-piece suit in front of the customer. Even if the customer euphemistically says no, we must insist.
Car maintenance front desk reception process 5. Make clear suggestions to customers, take away valuables from the car, and provide customers with bags for items. If, some items, such as a navigator; If the customer doesn't want to bring mp3 and other items, SA can receive these items in the locker at the front desk and record them on the car checklist. If it is a big item, you can record it on the car list and explain the situation to the dispatching room.
Step 3: Print the work order in the reception process of automobile maintenance front desk. The work order is a contract. It should be noted that there are several issues that must be explained to the customer before the customer signs it.
1. What services are provided in the work order?
2. What is the total cost of the service items in the work order (the estimated value and the actual value cannot exceed 10%)? 3. The approximate time required for the service items in the work order. Time may be more important than money for Lexus customers.
4. Do you want to keep the replaced parts and put them in the trunk or somewhere?
5. whether to wash the car. so this is it？ Five confirmations? .
Please also note:
1. If the maintenance project is not an ordinary maintenance project, first consult whether the accessories are available and how long it will arrive.
2. Tie the car key of the customer's vehicle to the key card and record the license plate number; Work order number; SA name; Model; Vehicle color; Vehicle parking position.
3. If the customer has a key chain, it should be clearly indicated in the work order.
Step 4: Real-time monitoring of the reception process at the front desk of automobile maintenance. This step is the process of supervision, which is mainly reflected in two aspects:
1. Completion time. As for the completion time, there should be such a provision in the inter-departmental cooperation regulations: the maintenance technician calculates according to the completion time of the work order, and if it cannot be completed on time, he should promptly remind SA. Pick up the car at least half an hour in advance on the same day, and it is best to explain it one day in advance the next day. As a service consultant, you should also ask the workshop control room about the work progress according to the completion time indicated on the work order. If you can't deliver the car on time, you must take the initiative to explain the reason and apologize to the customer in advance.