Step 1: Accept the customer's reservation. Let the reserved customers enjoy the reservation treatment, which is different from the customers who directly enter the factory for maintenance. Let customers know the benefits of booking service. Put a signboard in the customer reception area and lounge to remind customers to make an appointment.
Step 2: Prepare for the reception. The service consultant needs to carry out visual inspection according to the specification requirements. Prepare the required forms, tools and materials.
Step 3: Take the initiative to welcome customers who come into the factory for maintenance. The process of guiding customers to stop, taking customers into the maintenance reception area and communicating with customers is also a consultation process. This process pays attention to several issues:
The consultation time is at least 7 minutes, which can accurately understand customer needs.
For technical problems, you must ask the workshop technical support for help, and you must not make decisions without authorization.
Check the vehicle carefully.
When checking the vehicle, a three-piece suit should be placed in front of the customer.
Advise customers to take away valuables from the car and provide customers with bags for them.
Step 4: Print the work order. A work order is a contract,
Step 5: Real-time monitoring. Monitor the progress of the work
Completion time. 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. 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.
Valuation sheet. For all kinds of problems detected in the workshop, the service consultant must first find out the cost of maintenance.
Step 5: Final inspection. After the vehicle maintenance is completed, the service consultant will check the vehicle according to the vehicle list. Whether the service items including work orders have been formulated; Kilometers of vehicles; Vehicle appearance and so on.
Step 6: deliver the car.
We should have a delivery note. In the first half, we should explain to customers what all services should pay attention to during driving.
The second half should explain how many kilometers or how long the vehicle has traveled, what services the customer should do, and how long and how much these services need.
In addition, it is necessary to explain the settlement pre-inspection form to customers, explain the service items and expenses of this maintenance, and lead customers to settle accounts.
Step 7: Give up. Take off a three-piece suit in front of customers. Guide the customer's vehicle to the door of the company, bid farewell to the customer and inform the customer that a staff member will pay a telephone call back to his customer within 3 days to understand the satisfaction and customer opinions.