What is the basic process of car maintenance and service reception?

Modern automobile maintenance enterprises usually adopt customer-centered service operation process, and the steps are as follows:

(1) Appointment-Listen to the customer's description and make detailed records.

(2) Appointment preparation-comprehensive preparation, and notify relevant personnel (accessories, workshops, etc.). ).

(3) Maintenance reception-vehicle inspection, detailed records, power of attorney and evaluation.

(4) Maintenance —— Correctly perform the promised maintenance work.

(5) Quality inspection-check the quality of maintenance work.

(6) Hand over the car-explain the maintenance work and invoices, accompany the customer to settle the bill, and send the customer away.

(7) Follow-up service-listen to customers' opinions and conduct satisfaction survey.

It can be further subdivided into the following specific steps.

(1) Appointment-Listen to the customer's description and make detailed records.

(2) Appointment preparation-comprehensive preparation, and notify relevant personnel (accessories, workshops, etc.). ).

(3) Maintenance reception-reception of customers, pre-inspection, making power of attorney and evaluation.

(4) dispatching workers.

(5) power of attorney to complete the task.

(6) Check the quality.

(7) The business reception will pick up the car and confirm whether the fault is cleared.

(8) Print the preview invoice.

(9) settlement.

(10) satisfaction survey.

The operation flow of automobile maintenance service is shown in Figure 6- 1.

Figure 6- 1 Operation Process of Automobile Maintenance Service