How to improve customer satisfaction of automobile after-sales service

At present, most dealers in 4S stores focus on sales, but they are not strong enough in after-sales service management, tapping potential from within enterprises, improving customer satisfaction and strengthening after-sales service. However, with the further maturity of the automobile sales market and the reduction of product differentiation of various brands, the profit of dealers will mainly come from after-sales service. Therefore, it is of great significance to do a good job in after-sales service, continuously improve customer satisfaction of brand products and cultivate customer loyalty.

In view of the present situation of some domestic automobile after-sales services, such as weak viewpoints, provision of inferior accessories and feedback from nurses, the following measures can be taken to improve after-sales services:

(1) Establish and improve various rules and regulations and pay special attention to their implementation to ensure the implementation of various processes;

(2) Do a good job in the construction of various service processes and improve service quality: A provide advanced service facilities to improve and improve the quality of maintenance services. It includes not only consulting services and simple troubleshooting for customers, but also high-precision technical services. B. Regular customer return visits and establishment of customer files can bring new business opportunities to automobile 4S shops or automobile dealers. For example, establish a customer membership system or a VIP system. C providing pure accessories is the double guarantee of service quality and cost, which increases customers' trust and satisfaction with products and services and enhances the brand image of the enterprise itself;

(3) Strengthen on-site environmental management and pay attention to the details of each service link;

(4) Pay attention to the construction of corporate culture and the cultivation of employees' quality: A do a good job in publicizing the connotation of corporate culture, actively maintain corporate culture B improve the overall quality of after-sales service personnel, deepen the impression of the brand in the eyes of consumers, and establish customers' trust in the brand.