First, after-sales customer files.
1, after-sales documents are sorted, bound and filed;
2. Register the maintenance records of all customers in the "Customer Interest 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, the after-sales customer's return visit and tracking. The maintenance consultant will establish 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. Return visit during maintenance: Return visit time of customer service representative: Within 3 days after maintenance, customers with problems should fill in the quick processing form, and the contents of the return visit are as follows:
1. Ask the customer's evaluation of speed during the maintenance reception period, completion period and checkout period;
2. Ask customers about the price and working hours of accessories;
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 the maintenance is completed;
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 and users' opinions;
7. Remind customers to make an appointment in this service shop.
① Pay a return visit to the vehicles (including maintenance) repaired in our store, focusing on private cars, and consult customers' 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. Satisfy customers from the standpoint of the company;
(2) Customer complaints encountered during the return visit should be reflected in the form of after-sales personnel, and the time to solve the problem should be determined by the signature of the person in charge;
(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, and someone can care at any time, and learn from members about our after-sales shortcomings and the advantages 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, a second return visit should be conducted to strive for customer satisfaction;
⑤ Introduce the club during the return visit, so that every customer can know the characteristics of our store and try to join the riders' club;
⑥ For the nearby customers who come to our store to buy a car but don't want it because of the price, look up the customer information in the registration form of coming to our store, 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 Review Form" of the current month before the 3rd of each month, summarize the customer satisfaction of this month, and reflect the problems existing in each department in detail. Report to department leaders;
4. Report the customer complaint problem solving table on the 3rd of each month, summarize this month's problems, and indicate the solution results and customer feedback;
5. During the return visit, check whether the "customer information card" is consistent with the vehicle sales and long-term maintenance information at that time, track the lost customers in time, analyze the reasons for the loss according to the situation, report to the superior leaders in time, count the customer loss rate, reasons and return visit tracking on the 3rd of each month, and report the 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.