With the active automobile market, the competition of automobile after-sales service stations is becoming more and more fierce. In order to improve the service quality and win more customers, the maintenance station is also trying its best to serve more customers. So, how should a service consultant do his job well? Next, I would like to share my views.
First, welcome customers actively and enthusiastically.
The service consultant's first impression on the customer is very important, which is directly related to whether the customer is willing to repair the car here and to the business development. To this end, we should do the following: first, warm and friendly reception, such as introducing ourselves to new customers and handing in business cards; The second is to treat customers equally, whether local or foreign, old friends or new customers. Never chat with old friends or take care of new customers. The third is to answer questions. Service consultants should be familiar with all kinds of vehicles and fully grasp the situation of the store. If there is anything unclear, try to inquire by computer or telephone. Don't run around, putting customers aside will make customers feel that your business is unfamiliar or management is chaotic. Fourth, when the business is too busy to keep customers waiting, please wait politely and arrange personnel to deliver drinks or even meals.
Second, talk sincerely with customers.
First of all, listen carefully to the customer's introduction and don't interrupt each other casually. If complaints or warranty periods are involved, please make records carefully and don't jump to conclusions easily. Secondly, when introducing the situation to customers, try to use easy-to-understand language and avoid using difficult technical terms. If you meet a customer, say, "It's up to you. If it is broken, fix it. " Service consultants should not be self-righteous or too casual, but should explain every job to the owner clearly, such as why, what benefits, how long it will take, how much it will cost, and so on. This not only avoids the unnecessary trouble when settling the expenses, but also embodies the service policy of letting customers spend money to buy peace of mind.
Third, the vehicle handover inspection should be careful.
When handing over the car, the service consultant and the customer should drive the car to the elevator platform after checking the engine, and check some parts on the chassis that are prone to problems with the customer, such as the oil pan, which will deepen the customer's trust in the 4S shop. When consulting customers about the fault phenomena, we should be comprehensive, such as whether the car is cold or hot, high or low, empty or full, driving on the road or dirt road, what additional equipment is installed on the car, when to maintain it, what parts have been repaired before, when the fault occurred, whether it was frequent or accidental and so on. If necessary, you should test drive the car with the customer. During the test run, it is not allowed to "refuel, brake suddenly", reverse at high speed, turn, etc. This will make customers feel very distressed about the car, especially the advanced audio and car appliances on the car. Don't touch it easily.
Four, fill in the consignment note to be true and detailed.
After vehicle inspection and diagnosis, the entrusted repair form should be filled in truthfully and in detail, mainly including: 1. Customer's name, address, telephone number, date of entry, vehicle type, license plate number, chassis number, engine number, number of accessories, mileage and fuel quantity; The second is the specific project content, required completion date and warranty period of in-store maintenance; Third, some major explanations and the signatures of service consultants and customers. The consignment note shall be made in at least two copies, one kept by the customer and one kept by the 4S store. The wording on the consignment note should be rigorous.
Five, estimate the maintenance cost and time limit for a project to be accurate.
Estimating the maintenance cost and construction period is a very sensitive issue, and a little carelessness may affect the customer source. When estimating the maintenance cost, it is easy to calculate the maintenance cost for simple or obvious faults. However, for the parts that need further inspection, it is necessary to take into account the parts that may have problems, truthfully tell the customer how much the cost cannot exceed, and write the budget on the entrustment form as the basis for future accounting; At the same time, if other damaged parts are found during maintenance, please ask the customer whether they can be replaced at any time.
When estimating the maintenance cycle, that is, the scheduled delivery period, we should consider comprehensively and leave room, such as the materials to be predicted, maintenance technology, or the need to suspend the maintenance of some cars due to other urgent tasks. Because once the time limit is set, we must make every effort to complete it, otherwise it will bring some unnecessary losses to customers and 4S stores.
Six, the completion acceptance should be detailed and thorough.
After the vehicle is repaired, the inspection of the repair items is an important part of the work of the chief inspector. It must be carefully, carefully and thoroughly inspected, and a road test should be conducted if necessary. Inspection items mainly include: check whether all repair items meet technical standards and work normally against the entrusted repair list; Check whether the vehicle connection parts are firm and intact, especially whether there are hidden dangers in the safety (steering, braking) and other parts; Check whether other vehicle parts are damaged or lost during maintenance, and if so, make up them in time. In short, the customer can only be informed to pick up the car after everything is confirmed to be all right.
Seven, complete the vehicle handover to be patient.
Customers will generally carefully check and accept the repaired vehicles. In this regard, the service consultant should have full patience, actively cooperate with the customer's road test and car inspection, and explain and explain the matters needing attention at any time, and never let the customer inspect the car alone or check the car, so as to avoid losing big because of small. When checking the car, we must overcome the irritability, patiently cooperate with the customer's acceptance, and make the customer happy and satisfied, because this is directly related to whether the customer will turn back in the future.
Eight, when encountering maintenance quality (quality) problems, treat them with an open mind.
After the repaired vehicle is delivered for use, when the customer returns to the store for consultation or claims for maintenance, the service consultant should listen sincerely and humbly, make records carefully, and then analyze and judge according to the situation to find out the cause of the problem. If it is because of maintenance, you should apologize and deal with it in time; If it is due to accessories or customer operation, it should be explained clearly and give the customer a satisfactory answer. Never deny your fault, either find the workshop supervisor or the after-sales manager, which will inevitably cause losses to the maintenance business.
Service consultants play a leading role in maintenance, that is, taking customers as the center, organizing and coordinating the work of various departments, and truly achieving customer satisfaction.
Fan, who has experience in automobile after-sales service, has worked in xx Company for three years. I have been engaged in on-site after-sales technical service and witnessed the development and improvement of the system. My pride is from the heart. After three years of work experience, I have accumulated some knowledge and experience about after-sales service, which I share with my colleagues as follows.
First, establish a global concept and do a good job.
No matter what kind of work you are engaged in, establishing a sense of overall situation is the primary issue, and on-site technical service is no exception. I think the overall situation of after-sales service work is to "establish corporate image and maximize customer satisfaction and loyalty to the company's products." "Maximizing the protection of customers' interests is an important part of improving the core competitiveness of our products. Do a good job in after-sales service, and at the same time, in order to feedback the bad situation of the product from the factory to the user in time, so as to improve it in time and make the product better meet the requirements of on-site use.
Second, be good at professional skills and be diligent in on-site observation.
With the continuous development of iron and steel industry, refractories should also meet the requirements of new technology. As technical service personnel, it is very important to observe diligently, think independently, communicate with skilled workers on the spot and keep abreast of the application knowledge of refractories in the new environment. Whether a product quality survey can be done well is a yardstick to measure the professional level of technicians and an effective means for technicians to master application knowledge as soon as possible.
Third, being good at communication is better than assisting coordination.
On-site technical service personnel should not only have strong professional technical knowledge, but also have good communication potential. Problems with a product are often due to improper use and operation, rather than poor quality reflected by customers. So at this time, we need to find out the crux, communicate with customers, standardize operations, avoid distrust of products, and even damage the corporate image.
Promoting the company's products to customers is not only the responsibility of business personnel, but also the responsibility of every employee, including technicians. Technicians should be better at assisting business personnel to introduce and promote their products to customers from a technical point of view, and at the same time coordinate the relationship between the project department and site construction and salesmen to play a good role as a bridge.
Under the new situation of iron and steel industry development, especially the recent promulgation of "Iron and Steel Industry Development Policy", the refractory industry is also facing opportunities and challenges. In this context, after-sales service also needs new working ideas. If an enterprise needs two feet to make steady progress, then one foot is a high-quality product and the other foot is a perfect after-sales service. The company's products can create famous brands, and the company's services can also try to create brands. Only by relying on high-quality products and perfect after-sales service system can enterprises be invincible in the competition.
How time flies to experience Fan Wensan's after-sales service. In a blink of an eye, the internship in xx Vehicle Service Co., Ltd. is coming to an end. In this more than half a year, I have learned a lot, not only at work, but also in life, which has benefited me a lot. As a young man who has just entered the society, he knows nothing and has no social experience. However, with the help of friends and colleagues, I quickly integrated into this new environment, which is very beneficial for me to enter a new job in the future. Besides, I also learned how to better communicate with others, how to better state my views, and how to convince others to agree with me. I believe these valuable experiences will be the most important cornerstone of my future success. Internship is a necessary experience for every college graduate. It enables us to understand the society in practice, learn a lot of knowledge that we can't learn in class, broaden our horizons, increase our knowledge, and lay a solid foundation for us to better serve the society in the future.
Established in April of xx, XX Automobile Service Co., Ltd. is an enterprise with industrial investment as the background, integrating industrial chain resources and reengineering business processes as the operation means, and aiming at providing brand services for automobile aftermarket. Companies to "go the right way, want to do" as the pursuit, to provide the highest level of service for the majority of car users.
I first worked in the automobile beauty group of the company, mainly engaged in automobile paint maintenance, such as polishing, uranium sealing and painting. At first, I couldn't handle many problems in my work because I was not skilled in using the polishing machine. Later, with the help of the same paragraph, I gradually learned how to use it. It will be much easier at work. In fact, car beauty is a relatively simple job with low technical content. The most important thing is "be careful". Our company also has the following principles for automobile beauty workers:
1, patient and meticulous: car beauty is a delicate work, and the processing and production of similar handicrafts must be patient and strive for perfection. Carelessness is easy to make mistakes, and a little negligence will leave a stain on the edges and corners. If the work is not detailed and clear, you will lose customers.
2, seek stability and avoid disaster: when painting beautiful women, once polished or polished excessively, it will cause damage to the original paint surface, which is difficult to remedy. Therefore, when there is a problem, stop and make a good plan before continuing the operation.
3. Take the light and avoid the heavy: when doing beauty work, choose products according to parts and materials, and do a good job of testing and trial use. Soft, diluted or micro-cut products are preferred. Try to start the trial run with low gear and small force until the speed and force meet the requirements.
4. Try before use: In order to ensure the operation requirements, a small-scale test should be carried out in a hidden place before the overall operation, so as to grasp the situation, use the product correctly and optimize the operation method.
I've applied to transfer to the garage now, but I'm still a stranger just a few days ago. I think I will work hard and learn from those experienced masters after I return to the company, so as to learn more professional and technical knowledge and look forward to tomorrow.
Ten years of student life is coming to an end. During my internship in xx Vehicle Service Co., Ltd., I learned a lot. Adults say that there are always many "characteristics" in the newly graduated students that make the boss of the company have a headache. Now I finally realize it myself. As a student before, my main job was to study; Now I am about to enter the society. Obviously, my identity has changed, and so has my natural center of gravity. Now my main task should be to gradually shift from study to work. These months are like a transitional period-the transition from students to office workers is a very critical stage. Looking back on my work during this period, I am not satisfied. I have thought about this. Learning experience is naturally a factor, but more importantly, the change of mentality has not been achieved. It is timely to find this deficiency now, because I understand what work is. In the next few days, I will work hard in this direction, and I believe I can erase those "features" that should not exist.
The experience of automobile after-sales service is fleeting, and I have been in the company for half a year unconsciously, and the busy time of these years is over. Looking back on my past work, I found that I really benefited a lot. As the company's after-sales customer service, I also know my responsibilities. After-sales service is a kind of service after the product is sold, which is related to the follow-up maintenance and improvement of the company's products and is an important platform to enhance communication with customers. The quality of after-sales service is directly related to the company's image and fundamental interests, and also indirectly affects sales performance.
My job involves talking about after-sales and dealing with all kinds of after-sales handover problems. I have learned a lot this year, and accumulated some skills of answering and communicating by telephone, which can be effectively completed for many jobs. /kloc-the handover data processed in October was the highest in our group, and the handover data processed in the month of Double Eleven reached more than xx. Usually, I can do my job dutifully, which can be regarded as disappointing the expectations of the company leaders. In order to complete the work better and create more benefits for the company, the work experience this year is summarized as follows:
First of all, create a good image of the store.
When customers enter the store, the first person they contact is the customer service. Every word and deed of customer service represents the image of the company, and customer service is the first factor for customers to evaluate this store. As after-sales customer service, we should treat it in the spirit of solving problems for customers, don't bring our emotions to work, tolerate unreasonable customers, and don't conflict with customers. We should treat our customers as friends, not as objects of work. As the customer service of online shop, we communicate with customers in words most of the time, and customers can't see our expressions when facing the computer. When communicating with customers, we must maintain a good attitude, use euphemistic expressions, use more polite words and vivid sentences, and it is best to match them with some dynamic and humorous pictures, which may bring customers another experience.
Second, learn to empathize.
After the customer contacts the sale, it may be because the received goods are not suitable, the goods have quality problems and other factors that need to be returned. When dealing with problems for customers, we should think about how to better solve problems for customers, or take care of ourselves. What kind of treatment results we hope to get when we encounter similar situations with customers, and then implement them effectively.
After-sales work is also a good platform to exercise our psychological quality. I meet all kinds of customers every day, many of whom are unreasonable. When dealing with customers, we should hold a normal heart and answer their questions seriously. When customers don't understand, we need more patience to serve. We should listen to customers' opinions patiently, make customers feel that we attach great importance to her opinions, and we are trying to meet her requirements, so that customers can have a good shopping experience and bring more potential business opportunities.
Three, familiar with the company's products and product-related knowledge.
As a clothing enterprise, the company's products are updated very quickly. As a customer service company, being familiar with your own products is the most basic requirement. When customers ask about products, we can also reply in time. The understanding of the product can't be limited to the product itself, we all need to know the relevant collocation of the product. The company has regular new training almost every week, and I am also keen on this training. Through the introduction of physical products and web products, the new training gives us a deeper understanding of the products, and we can also be familiar with the advantages and disadvantages of our products when dealing with after-sales, so as to better solve problems for customers.
Fourth, finish your job effectively.
Xx is one of our communication tools with customers. Pay attention to the speed of reply when communicating with customers on xx. Only by replying in time can customers feel our enthusiasm for the first time. To this end, we have set up various short phrases. On the basis of ensuring the speed of reply, we should also pay attention to communication skills. A warm attitude is often half the battle.
It is also one of our responsibilities to handle customer returns by telephone, and we should also pay attention to the most basic telephone etiquette in telephone contact. Usually, what we deal with is to take the initiative to contact customers. When you make a phone call, you should pay attention not to be too early or too late, and lunch break is not suitable for calling customers. Secondly, pay attention to telephone communication skills. Before you make a phone call, you should understand the purpose of the call. During the call, speak clearly, pay attention to the customer's requirements, and don't interrupt the customer at will. At the same time, we should pay attention to controlling the call duration to avoid taking up too much working time. When you make a phone call, you must be friendly, gentle and polite, which is conducive to communication between the two sides. At the end of the call, you should reply to the customer politely and then hang up.
We should treat some customers' problems in a professional manner. On the basis of maintaining professional standards, we should also let customers see our sincere attitude. If you can't solve the problem with your own professional product knowledge, you should understand the customer's psychology from the customer's reply and find ways to solve the customer's problems quickly to minimize the after-sales cost. If handled properly, the company's reputation will be improved over time, which is also the embodiment of our after-sales value.