Car 4S store after-sales service how to be perfect?

÷? An Iris Fu drink òà¤?à¤? 4S store service manager service manager's role in changing the service manager, in the service business is a very critical link, how to first let the chairman of the board of directors to be satisfied, let the general manager to be satisfied, and then consider letting their own after-sales service staff to be satisfied, and at the same time to consider the satisfaction of the other departments of the company (sales, customer service, finance, administration, etc.) and finally to let themselves be satisfied. Service manager, how to make the upstream manufacturers satisfied, how to make partners satisfied, how to make the same brand partners satisfied, how to make competing brands satisfied, how to make their customers satisfied, and how to make themselves satisfied. Service manager, how to do when the interests of the best, when to do the interests of equalization for the good, when to do the boss to maximize the interests of the good, when to do their own interests to maximize the good. The service manager, how to serve other departments of the company, how to make other departments of the company to serve themselves. The service manager, how to balance the interests of each insurance company, how to balance their own internal sales of that insurance company's insurance, how not to be constrained by the insurance company, how to establish a deep cooperative relationship with the insurance company. The service manager needs to consider how to make his internal system of service specialists, workshop technicians, parts specialists and claims specialists link efficiently and rationally, and how to make them do as much as possible to help each other instead of resisting each other! The service manager is a balancer, a leader, a follower, a publicist, a person with different roles in different situations. Are you now a car 4S store service manager, you on their own role in the conversion of the day-to-day how to do, their own satisfaction? Are other parties satisfied? Here is a detailed description of the Service Manager: Service Manager Overview Manage the Service Department to ensure that customer needs are met and vehicles are repaired in a single visit; focusing on the growth of the Service business, profitability and employee satisfaction. Supervises and controls all actions of the Aftermarket Department including oversight of all aspects of the department's financial status, customer service, inventory, merchandise and repairs. Reporting to: the Chairman or General Manager of the dealership Responsibilities Achieving High Standards Key Duties and Responsibilities: - Ensure a smooth flow of warranty claims, timely processing of each warranty case, streamlining the payment tracking process - Ensure that high quality after-sales and repair services are provided to each customer and that customers receive timely feedback on the status of their vehicle's repairs; Maintaining a clean and professional work environment - Lead by example in daily work -. Breaking the shackles of traditional thinking to maximize customer satisfaction and loyalty - Delivering cars in perfect condition to customers every time - Other duties and responsibilities: - Supervising all aspects of the after-sales service department and giving guidance where necessary to ensure the work is completed successfully - Collaborating with other colleagues in the dealership to ensure that customer satisfaction is maintained at a high level - Checking after-sales service standards and charges to avoid customer concerns - Leading a successful after-sales service team to ensure that every customer receives high quality after-sales service and repairs. Lead a successful team Key Duties and Responsibilities: -Build a successful team by recruiting, hiring, training, coaching, evaluating, motivating and rewarding staff in the department -Develop a compensation system to incentivize staff to focus on customer satisfaction, retail, and team goals -Direct and plan the work of all After-Sales Service staff -Develop job descriptions and performance-related compensation plans for all After-Sales Service staff -Direct and plan the work of all After-Sales Service staff -Develop job descriptions and performance-related compensation plans for all After-Sales Service employees Monitor and evaluate daily performance of employees, provide feedback, training and career guidance as necessary - Ensure that employees participate in adequate training to acquire the necessary skills and/or qualifications - Delegate work while developing skills to ensure customer satisfaction Other duties and responsibilities: - Monitor the status of repair work orders (number of work orders completed, workshop productivity and efficiency, number of repairs per work order). productivity and efficiency, amount of money per repair order, and sales per service specialist, etc.) -Ensure a healthy working environment for the employees -Create a good atmosphere of teamwork within the after-sales service department and with other departments -Adhere to all rules and regulations within the dealership -Create and maintain a healthy working relationship between the manager and the employees Work effectively with others Main duties and responsibilities: -Build effective working relationships within the department and with other departments by communicating effectively in different ways -Adopt an approachable approach and encourage open communication through active listening; maintain the principle of openness and transparency -Inspire a sense of honor and responsibility in the after-sales service department to build customer and employee confidence -Maintain a clear, concise, and effective presentation in departmental and one-on-one personal conversations -Maintain a clear, concise, and effective presentation -Maintain a clear, concise, and effective communication with customers and employees. Understand customer concerns, their needs, and expectations in order to develop and implement effective action plans - Participate in management meetings to ensure open communication with other departments Other duties and responsibilities: - Conduct customer tracking surveys or set up an after-sales service tracking system to ensure that customers are satisfied with the service they receive within 72 hours of receiving the service, and if necessary, to resolve problems in a timely manner - Conduct customer surveys or set up an after-sales service tracking system to ensure customer satisfaction within 72 hours of receiving the service, and if necessary, to ensure that all after-sales service department members are satisfied with the service they receive. Promote teamwork among all after-sales service staff - Handle complaints from all staff in a timely and effective manner Stress management Key duties and responsibilities: - Encourage and stimulate innovation among staff to improve after-sales service performance - Allow sufficient time for service specialists to understand customer concerns through the use of an effective appointment system and sell additional services in accordance with customer needs - Prioritize work to ensure customer satisfaction within 72 hours of receiving service, if necessary. Prioritizing work to ensure that all work is completed within the set deadlines - Handling customer complaints that need to be brought to the attention of the management Supplementary: Other Duties and Responsibilities: - Resolving staff conflicts within the after-sales service department - Monitoring the status of repair orders (number of orders completed, productivity and efficiency of the workshop, amount of money per repair order, sales per service technician, etc.). Ensuring a healthy working environment for the employees -Creating a good teamwork atmosphere within the after-sales service department and with other departments -Compliance with all rules and regulations within the dealership -Creating and maintaining a healthy working relationship between managers and employees Managing business related chores Main duties and responsibilities: -Maintaining a good working relationship with the employees by analyzing the number of work-hours available for sale, the productivity of the workshop, the amount of customer demand for the service, and whether the technical strength of the department is able to meet the customer's demand. Plan, analyze and manage the financial position of the after-sales service department by forecasting and determining the availability of man-hours, shop productivity, customer demand for services, and the ability of the department's technological capabilities to meet customer needs - Establish a series of processes and standards (e.g., a tracking system for contacting customers) to ensure customer satisfaction and the effective operation of the after-sales service department - Set up a purchasing system and process to secure favorable quotations from different suppliers for tools, equipment, etc., in order to effectively control costs - Coordinate with suppliers to ensure that the after-sales service department is operating effectively and efficiently Coordinate with the Parts Department, Sales Department, Sheet Metal Painting Department, General Manager, Manufacturer's representatives, suppliers, etc. to ensure the efficient functioning of the after-sales service process - Ensure that repair and maintenance prices are in line with those of competitors; carry out quarterly competitor market analyses to ensure that own services and prices are competitive - Strive to generate more after-sales service outputs in order to increase the profitability of the whole department. Other duties and responsibilities: - Analyze problems and establish problem solving processes - Plan aftermarket advertising and promotional activities Understand and apply business knowledge Key Duties and Responsibilities: - Maintain a healthy working environment in the aftermarket department to ensure optimum performance - Implement new systems or processes from manufacturers and/or dealers - Complete daily sales and production records as required Other Duties and Responsibilities: - Provide support to employees as needed. Provide technical information and support to staff as needed - Maintain positive and professional relationships with supervisors and subordinates - Keep abreast of the latest industry information and developments - Develop business strategies to ensure market dominance - Oversee the operations of the Aftermarket Department Good basic computer skills Key Duties and Responsibilities: - Oversee the day-to-day operations using a computer; proficient in the use of LAN (e.g., ADP, SQL Server, etc.). Effectively use information found in manuals, literature and other documents - Apply new systems or processes implemented by manufacturers or dealers - Help to improve technician efficiency and one-time fix rates through the use of technical bulletins and special tools. Promote awareness and compliance with safety rules, hazardous materials handling rules, occupational safety and health regulations, and some must-know rules and regulations - Make appropriate adjustments to warranty claims and payments Service Manager Skills Requirements Achieve High Standards: Focuses on maintaining customer loyalty through detail management and being results oriented. This includes meeting and exceeding sales and after sales targets by demonstrating integrity, honesty and professionalism in all aspects of the job. LEADING A SUCCESSFUL TEAM: Focused on leading, coaching and influencing employees, coworkers and customers. This includes realizing more of your subordinates' potential while setting the direction for them to work in order to achieve business goals. Additional skills required include creating a productive work environment and providing dealership and some other department managers with information about the department's business and employees. WORKING EFFECTIVELY WITH OTHERS: Focuses on facilitating and motivating teamwork and effective communication through verbal, written, or listening skills. This includes encouraging subordinates to work well together in a team or in communications with coworkers and customers. Additional skills required also include encouraging the team to work together toward the dealership's goals***. Stress Management: Focuses on the ability to adapt to changes in the environment, maintain a calm head, withstand multiple workloads, and deal with conflict. This includes the ability and willingness to change work habits, prioritization, and the ability to handle multiple work tasks effectively. Additional skills required also include the ability to maintain a level head and sustain good performance under pressure. Managing business-related chores Focuses on the ability to analyze problems, data and prioritize things, plan and coordinate resources, and make decisions. This includes the ability to identify the cause of a problem, cite multiple alternative solutions, draw reasonable conclusions, and develop a plan of action after verifying all relevant information in detail and with reference to business objectives. Basic Computer Use Focuses on the ability to reference written information, reason logically, utilize computers and high-tech tools, learn new systems, process new information and follow security procedures. This includes the ability to perform mathematical calculations in order to complete reports, financial statements and data records, and the ability to read information from charts or written text. This involves using systems to modify or implement procedures, improve departmental functional guidance programs, and comply with safety procedure regulations.... SUPPLEMENTARY: UNDERSTANDING AND APPLYING BUSINESS KNOWLEDGE Focuses on understanding how the business is conducted, keeping abreast of the latest information and developments in the industry, building effective business systems, applying technical expertise, and developing creative business strategies. This includes understanding key external factors that affect the business, applying learned skills to control costs, building systems that help dealers meet performance goals, and coming up with creative and effective solutions to problems.