1, greet customers actively and enthusiastically.
The service consultant's first impression on the customer is very important, which is directly related to whether the customer is willing to repair the car here and to the business development. To this end, we should do the following: first, warm and friendly reception, especially when we meet new customers, we should take the initiative to introduce ourselves.
2. Be sincere when talking with customers.
First of all, listen carefully to the customer's introduction and don't interrupt the other party's speech casually. If complaints or warranty periods are involved, please make records carefully and don't jump to conclusions easily. Secondly, when introducing the situation to customers, try to use easy-to-understand language and avoid using difficult technical terms. If you meet a customer, say, "It's up to you. If it is broken, fix it. " Service consultants should not be self-righteous or too casual, but should explain every job to the owner clearly, such as why, what benefits, how long it will take, how much it will cost, and so on. This not only avoids the unnecessary trouble when settling the expenses, but also reflects the confidence of customers to spend money on repairing the car.
3, vehicle handover inspection should be careful.
When handing over the car, the service consultant and the customer should drive the car to the elevator platform after checking the engine, and check some parts on the chassis that are prone to problems with the customer, such as the oil pan, which will deepen the customer's trust in the repair shop. When consulting customers about the fault phenomena, we should be comprehensive, such as whether it is cold or hot, whether it is high-speed or low-speed, whether it is empty or full, whether it is driving on the road or on the dirt road, what additional equipment is installed in the car, when it is maintained, what parts have been repaired before, when the fault occurs, whether it occurs frequently or occasionally, and so on. If necessary, you should test drive the car with the customer. During the test run, you should avoid sudden refueling, sudden "braking", high-speed reversing, turning, etc. This will make customers feel very distressed about the car, especially the maintenance of advanced audio and car electrical appliances. Don't touch it easily.
4. Fill in the consignment note truthfully and in detail.
After the vehicle is inspected and diagnosed, the entrusted repair form should be filled in truthfully and in detail, which mainly includes: first, the customer's name, address, telephone number, date of entering the factory, vehicle type, license plate number, chassis number, engine number, number of parts, driving distance, fuel quantity and other information; Second, the specific project content, required completion date and warranty period of factory maintenance; Third, some major explanations and the signatures of service consultants and customers. The consignment note shall be made in at least two copies, one kept by the customer and the other kept by the repair shop. But there are also many well-managed repair shops, with 4~5 consignment notes and computer storage. In particular, the wording on the consignment note should be rigorous and operable, and at the same time leave enough room for manoeuvre for yourself.
5, estimate the maintenance cost and time limit for a project to be accurate.
Estimating the maintenance cost and construction period is a very sensitive issue, and a little carelessness may affect the customer source.
When estimating the maintenance cost, it is easy to calculate the maintenance cost for simple or obvious faults. However, for the parts that need further inspection, it is necessary to take into account the parts that may have problems, truthfully tell the customer how much the cost cannot exceed, and write the budget on the entrustment form as the basis for future accounting; At the same time, if other damaged parts are found during maintenance, please ask the customer whether they can be replaced at any time.
When estimating the maintenance cycle, that is, the scheduled delivery period, we should consider comprehensively and leave room, such as the materials to be predicted, maintenance technology, or the need to suspend the maintenance of some cars due to other urgent tasks. because
Once the deadline is set, we must make every effort to complete it, otherwise it will bring some unnecessary losses to customers and repair shops.
6, the completion inspection should be serious and thorough.
After the vehicle is repaired, the inspection of the repair items is an important part of the work of the chief inspector. It must be carefully and thoroughly inspected, and a road test should be carried out if necessary. Inspection items mainly include: check whether all repair items meet technical standards and work normally against the entrusted repair list; Check whether the connecting parts of the vehicle are firm.
Whether there are hidden dangers in steering, braking and other parts; Check whether other accessories of the vehicle are in good condition, especially safety-related accessories (
Whether the parts are damaged or lost during maintenance, if any, they should be filled in time. In short, the customer can only be informed to pick up the car after everything is confirmed to be all right.
7. Be patient with vehicle handover.
Customers will generally carefully check and accept the repaired vehicles. In this regard, the service consultant should have full patience, actively cooperate with the customer's road test and car inspection, and explain and explain the matters needing attention at any time, and never let the customer inspect the car alone or check the car, so as to avoid losing big because of small. Especially for some difficult customers (such as stingy, unreasonable, suspicious, etc. ), we must overcome irritability, patiently cooperate with customers' acceptance, and let them come happily and leave satisfactorily, because this is directly related to whether customers will come again in the future.
8. Be open-minded when encountering maintenance quality (quality) problems.
After the repaired vehicle is delivered for use, the customer returns to the factory for consultation or claims for maintenance.