1, after-sales documents are sorted, bound and filed.
2. All customers' maintenance records are registered on the "Customer Benefit Card". At the same time, check whether the customer continues to maintain in our store, except for free maintenance during our store activities. Find out the lost customers and find out the reasons.
Second, after-sales customer return visit and tracking
The maintenance consultant establishes one-on-one service to solve the maintenance problems encountered by customers. At the same time, the maintenance consultant's own customer base is accumulated to provide a basis for performance appraisal.
Maintenance process return visit: customer service representative
Return visit time: within 3 days after maintenance, customers with problems should fill in the quick processing form;
Content of return visit:
1. Ask the customer's evaluation on the speed of maintenance reception period, completion period and checkout period.
2. Ask customers about the evaluation of parts price and working hours.
3. Ask the customer's evaluation of the service of the maintenance personnel, whether to take the initiative to quote at the reception, and whether to explain the maintenance content item by item after maintenance.
4. Ask customers about the evaluation of maintenance quality, painting quality and cleanliness.
5. Ask customers about their arrival at the store.
6. Ask customers about the overall evaluation of this service process, as well as users' opinions.
7. Remind customers to make an appointment in this service shop.
1. Pay a return visit to the vehicles (including maintenance) repaired by our store, focusing on private cars, and ask customers about their satisfaction with the maintenance items. And remind customers of the next maintenance projects and mileage, understand the problems raised by customers, and advise customers on reasonable driving and maintenance habits. And record the opinions put forward by customers, find out the reasons, try to solve the problems, and report the problems to the superiors immediately. We should stand in the company's position to satisfy our customers.
2. During the return visit, the customer's complaints should be reflected to the after-sales person in the form of a form, and the person in charge should sign to determine the time to solve the problem.
3. Members who maintain club members should pay a return visit in a way different from ordinary customers, so that members can feel at home, be cared for at any time, and learn from members about our after-sales shortcomings and the strengths of other stores. And summarize the rationalization suggestions of members. Report to the superior leader.
4. For customer complaints, after solving the problems for customers, we should pay a second visit to strive for customer satisfaction.
During the return visit, the club will be launched to let every customer know the characteristics of our store and try to join the riders club.
6. For nearby customers who come to our store to buy a car but don't buy a car in our store because of the price, look up customer information in the store registration form, track it, and strive for customers to come to our store for maintenance. *
Third, after-sales information and statistics
1. Summarize the customers who have problems in daily return visits, and make classified statistics on customer satisfaction of after-sales departments.
2. Report all after-sales return visits every Monday and calculate customer satisfaction. Provide detailed customer return visit report (only for customers with problems and their solutions, customer satisfaction, etc.). ).
3. Submit the "Monthly Customer Satisfaction Return Visit Form" of last month on the 3rd of each month to summarize the customer satisfaction of this month and reflect the problems in various departments in detail. Report to the department head.
4. Report the customer complaint problem solving table on the 3rd of each month, summarize the problems of this month, and indicate the solution results and customer feedback.
5. During the return visit, check whether the "customer information card" is consistent with the information of the vehicles sold at that time and the vehicles maintained for a long time. If customer churn is found, track it in time, analyze the reason of churn according to the situation, report it to the superior leader in time, and count the customer churn rate, reason and follow-up on the 3rd of each month. Submit a detailed report. *
At the same time, we should cooperate with other work in this department and review our own work. It is necessary to build a bridge for our company to communicate with all customers, reflect and solve problems for customers in a timely and effective manner, and establish good relations with club members. Submit your own experience and experience in this position every quarter, find out the shortcomings of the existing work, put forward reasonable suggestions, summarize the work experience and improvement plan of working methods in this quarter, and submit the quarterly summary.