文档介绍：服务流程
Service Procedure
Process and Quality Improvement Training
Sep.
Process and Quality Improvement Training Sep. 2003 Slide 1 Northern Star (Tianjin) Automobile Ltd. Co.
前台接待流程前台接待流程
FrontFront ReceptionReception ProgramProgram
维修顾问评估维修顾问评估
ServiceService AdvisorAdvisor PerformancePerformance EvaluationEvaluation
Process and Quality Improvement Training Sep. 2003 Slide 2 Northern Star (Tianjin) Automobile Ltd. Co.
客户是什么
What is customer
客户期待的服务
The service customer expect
客户的权力
Right of the customer
Process and Quality Improvement Training Sep. 2003 Slide 3 Northern Star (Tianjin) Automobile Ltd. Co.
我们服务的目的我们服务的目的
OurOur aimaim ofof serviceservice
Process and Quality Improvement Training Sep. 2003 Slide 4 Northern Star (Tianjin) Automobile Ltd. Co.
Process and Quality Improvement Training Sep. 2003 Slide 5 Northern Star (Tianjin) Automobile Ltd. Co.
顾客服务是在顾客心目中最重要的竞爭因素
其他
18%
•服务人员的态度
•缺乏主动性
汽车服务
14% •效率低
68%
Source: Dr. Wolfgang Müller: Conference "Customer satisfaction
through service - how?"
Process and Quality Improvement Training Sep. 2003 Slide 6 Northern Star (Tianjin) Automobile Ltd. Co.
前台接待流程前台接待流程
FrontFront ReceptionReception ProgramProgram
Process and Quality Improvement Training Sep. 2003 Slide 7 Northern Star (Tianjin) Automobile Ltd. Co.
Process and Quality Improvement Training Sep. 2003 Slide 8 Northern Star (Tianjin) Automobile Ltd. Co.
. 预约服务预约服务AdvanceAdvance BookingBooking
. 接待服务接待服务ReceptionReception ProcessProcess
. 初步检查初步检查VisualVisual InspectionInspection
. 确认工单确认工单WritingWriting upup RepairRepair OrderOrder
. 监控流程监控流程MonitoringMonitoring JobJob ProcessingProcessing
. 终检终检FinalFinal InspectionInspection
. 解释工作解释工作JobJob ExplanationExplanation
. 跟踪服务跟踪服务Follow-upFollow-up
Process and Quality Improvement Training Sep. 2003 Slide 9 Northern Star (Tianjin) Automobile Ltd. Co.
. 预约服务预约服务AdvanceAdvance BookingBooking