1. I am straightforward and lively, flexible and willing to learn, open-minded and open-minded, and always put the public interest first in everything I do;
2. Clean and generous appearance, optimistic and enthusiastic personality, stress on effect, pay attention to credit, and be resolute;
3. Have business awareness, pioneering spirit, ability to grasp the status quo and plan the future;
4. Know how to respect people, be good at uniting people, and have the ability to organize and command a group of people to act together;
5. Good at communication and coordination, with communication and social skills;
6. Have professional knowledge of auto repair and certain hands-on ability, and have a deep understanding of the production process and production capacity of this unit;
7. Know how to quantify the inspection effect and draw various statistical charts.
8. Always keep clothes clean and tidy;
9. Smile sincerely and entertain guests;
10. Habitual use of polite expressions;
1 1. Don't keep the guests waiting too long;
First, introduce yourself in a friendly way;
13. Show interest in the guest's questions.
Responsibilities of car service receptionist
As a car service receptionist, you should know your responsibilities:
1. Ask customers' demands actively;
2. Complete the service process of professional training;
3. Have a preliminary understanding of customer needs and problems;
4. Provide customers with the most appropriate maintenance suggestions;
5. Master the work progress and process of the workshop;
6. Report the maintenance progress to the customer in time;
7. Confirm whether the vehicle problem is successfully completed;
8. Assist the customer to complete the checkout procedure and send the customer away enthusiastically.
How to satisfy customers;
1. Confirm that everyone has different requirements and try to make the promise come true as soon as possible;
2. Serve customers with different personalities in different ways, and do the small things that customers need immediately first;
3. Service items and service attitudes should meet the basic expectations of customers;
4. Have the experience of reassuring customers to spend, and explain the service and expenses clearly with a smile;
5. The company's existing basic services should be met first, and try to meet the expectations casually put forward by customers;
6. When the customer is uncertain, we should first provide instant service or make up for other needs of the customer. In order to satisfy customers, we must also correctly handle the following customer needs:
A. prices of spare parts and services;
B. service attitude and service time;
C. additional material needs;
D. customer psychological (respect) needs.
When meeting customer needs, the following strategies are recommended:
A. price strategy; B. Quality service; C. additional services; D. Add gifts
When customers start to complain, if we can reverse the problem of Gankun mastering customers and solve it satisfactorily, it is the real performance of showing service ability and performance.
Meet customer needs and exceed customer expectations;
In car reception service, the highest goal is not only to meet customers' own needs, but also to exceed customers' expectations, provide customers with high-value additional services, make customers very satisfied and retain customers forever.
The principle of satisfying customers' needs:
1. Understand the customer's expectations first and meet the customer's needs immediately;
2. Pay attention to the casual use of words;
3. Grasp the real needs of customers;
4. Find out what you were most concerned about or dissatisfied with in the past;
5. What you know and have the ability to do-do it first;
6. People who care about customers;
7. Pay attention to the customer's reaction;
8. Pay attention to the feelings and needs of customers' family or friends;
9. Care for the safety and basic services of the accompanying personnel;
10. Don't forget to take care of customers;
1 1. Everyone should help meet the current needs of customers;
12. Send someone to deal with the most urgent things at present;
13. Greet relevant customers at any time and try to set the estimated service construction time;
14. Record the current customer's location, name, model and car number;
15. Smile and nod to customers at any time;
16. The receptionist should pay attention to the difference between the maintenance progress and the expectation, and report the maintenance progress to each customer at least once;
17. Take the initiative to apologize to customers when their needs are not met, so that customers feel that they are respected by God. If necessary, please ask the supervisor to take the initiative to explain to individual customers.
18. Sincere service will be the best gift for customers.
Demand+satisfaction = satisfaction, so meet the normal needs of customers and give special extra needs to get the highest satisfaction of customers.
How to communicate with other departments for maintenance reception;
As a maintenance receptionist, to achieve customer satisfaction, we should not only do our best, but also have good communication with other departments, so as to be truly successful.
Maintenance receptionist should know:
1. Parts department is cheap and spare parts are well stocked;
2. Preferential rights, promotion methods and trading hours of the new car department.
3. Payment method and invoice name of the finance department;
4. Maintenance progress, warranty policy, vehicle problems and maintenance technology of the maintenance department;
5. The reception department visits customers regularly and makes appointments for customers according to time.
When recording the problem, repeat the confirmation:
1. Pay attention to the problems described by customers, remember them in detail, and be sure to concentrate;
2. Repeatedly confirm the customer's requirements, let the customer see the records and confirm that the information is correct;
3. The client/himself signs to confirm his reception and the content described by the client;
4. Confirm the stated problems with customers, so that customers can confirm the cognitive problems;
5. Deal with the described problems immediately after confirmation, and deal with them immediately after explaining the reasons (do not expand);
6. The customer says that it is a normal question, and the normal question can be handled. If you are not sure, don't answer directly.
7. The customer said the problems that the existing technicians could not confirm, and tried to explain them by passing by (delaying).
Add skills required by customers when delivering cars.
After the customer's basic needs are met and the customer is satisfied, the following items can be recommended to the customer:
1. Vehicle insurance; 2. The paint surface is clean; 3. Indoor cleaning; 4. tire polishing; 5. Decorative products; 6. Gasoline additives. Other needs of car owners.
Data confirmation during delivery:
1. The property belongs to the original post, seat, certificate, etc. All items on the vehicle; 2. Description of cost confirmation. Emphasize high-priced projects and free projects; 3.*** Confirm the construction of the agreed maintenance project; 4. Instruct customers how to use the purchased products and give professional advice; 5. Check the appearance of the car: paint scratches, tire skid marks, etc. 6. Remind car owners of their feelings about the cleanliness inside and outside the car, pay attention to cleanliness and prevent pollution; 7. Remind the owner of the next maintenance and make an appointment to prepare materials; 8. Send the customer to the car and watch the owner leave.
How to solve customer complaints
In view of customer complaints in different situations, a model for handling customer complaints should be established. If customers complain when the number of vehicles entering the factory suddenly increases, we should apologize first, then ask for support, then explain the problem and simplify the handling. If the reserved car suddenly comes in when collecting the car, apologize to the reserved car first, then ask for support, explain the situation to the reserved car, and then find your replacement; If there is a complaint that the owner has expressed his dissatisfaction when he came in, he should first apologize to him and ask for support, explain the situation to the customer and solve the customer complaint himself.
How to deal with customers with complaints;
Basic principles for handling customer complaints:
1. From the customer's point of view. 2. Maintain professional enthusiasm and patience. 3. politely and directly refuse an obviously inappropriate request.
Four principles for handling customer complaints:
1. Fully understand and master customer needs;
2. Investigate customer complaints, be present, make statements, and be on site;
3. Fully understand the problem points, and immediately handle and correct any errors found;
4. Give particularly large gifts to complaining customers or avoid part of working hours.
How to handle customer complaints:
If it is a customer who complains after arriving at the company or a customer who specifically complains:
A) Provide a quiet meeting room for customers to speak freely;
B) Assign special personnel to be responsible for interpretation and project handling;
C) Don't throw water at the owner who is complaining excitedly;
D) Don't argue in public, talk about everything in a calm place. If the handler can't stand it or can't handle it, please handle it urgently in the following ways:
A) emergency dispatchers cooperate with the handling; B) It shall be handled by other personnel in the department; C) It shall be handled by the relevant supervisor.
Summary of automobile maintenance service reception
The customer is God; Meeting customer needs is the primary task; The working principle is a win-win situation for customers and companies; No mistakes, no rights, no objections and dissatisfaction, no satisfaction and praise; Without constant correction and avoidance of mistakes, there will be no continuous progress; Errors are inevitable, and it is important to face and deal with them in a reasonable way.