After-sales service process of automobile 4s shop

Workflow of after-sales service in automobile 4s shop

I. Reception services

1, reception preparation

(1) The service consultant shall check the appearance and instrument according to the specification requirements.

(2) Prepare necessary forms, tools and materials.

(3) Environmental maintenance and cleaning.

Step 2 welcome customers

(1) Take the initiative to meet and guide customers to stop.

(2) Use standard greeting language.

(3) Address customers appropriately.

(4) Pay attention to the reception order.

3. Inspection of eco-cars

(1) Install the three-piece set.

(2) Basic information login.

(3) Check around the car.

(4) Fill in the car pick-up registration form in detail and accurately.

4. On-site consultation

Understand the customer's concerns, ask the customer's purpose, and listen carefully to the customer's requirements and the description of vehicle failures.

5. Fault confirmation

(1) If the fault can be determined immediately, explain to the customer whether the maintenance items of the vehicle and the customer's requirements are within the warranty scope according to the warranty regulations.

If it is difficult to determine whether it is within the warranty scope at that time, you should explain the reason to the customer and make a further diagnosis before drawing a conclusion. If it is still inconclusive, report the situation to FAW Car Service Department for approval and make a conclusion.

(2) If the fault cannot be determined immediately, the explanation to the customer must be determined through comprehensive and careful inspection.

6. Obtain and verify customer and vehicle information.

(1) Ask the customer for the driving license and vehicle maintenance manual.

(2) Guide the customer to the reception desk and ask the customer to sit down.

7. Confirm the supply of spare parts.

Check the spare parts inventory to determine whether the required spare parts are available.

8. Estimate the cost of spare parts/man-hours

(1) Check the customer service documents in the DMS system to determine whether the vehicle has other recommended maintenance items.

(2) Estimate the maintenance cost as accurately as possible, and subdivide the maintenance cost according to working hours and spare parts.

(3) Input all items and required spare parts into DMS system.

(4) If the fault cannot be determined, inform the customer, and a detailed fee will be given after the inspection result comes out.

9. Estimated completion time

Estimate the completion time according to the estimated working hours required for the maintenance project and the actual situation in the store.

10, making power of attorney

(1) Ask the customer and explain the payment methods accepted by the company.

(2) Explain the delivery procedure and ask the customer how to handle the core.

(3) Ask the customer whether to accept the free car wash service.

(4) Input the above information into DMS system.

(5) Tell the customer that if new maintenance items are found in the maintenance process, they will contact in time, and the maintenance can only be carried out after the customer agrees and authorizes.

(6) Print the power of attorney, explain the power of attorney to the customer and ask the customer to sign for confirmation.

(7) Deliver the delivery registration form and power of attorney to the customer.

1 1. Arrange customers to have a rest.

Customers are waiting at the sales service center.

Second, the operation management

1. Handover between service consultant and workshop supervisor

(1) The service consultant drives the vehicle to the area to be repaired and gives the vehicle key, power of attorney and pick-up registration form to the workshop supervisor.

(2) Hand over the vehicle to the workshop supervisor according to the power of attorney and the pick-up registration form.

(3) Explain the operation contents to the workshop supervisor.

(4) Explain the delivery time requirements and other matters needing attention to the workshop supervisor.

2. The workshop supervisor assigns the workers to the team leader.

(1) The workshop supervisor determines the scheduling priority.

(2) The workshop supervisor dispatches workers to each team according to their technical ability and working conditions.

3, the implementation of maintenance work

(1) After receiving the task, the motorcade will receive the vehicle according to the pick-up registration form.

(2) Confirm the failure phenomenon, and conduct tests when necessary.

(3) Carry out maintenance or diagnosis according to the work content in the power of attorney.

(4) The maintenance technician takes the materials with the power of attorney and signs the outbound order.

(5) Do not enter the car or start the electrical equipment on the customer's car unless it is necessary for work.

(6) The maintenance technician shall properly keep the items left in the car by the customer, and it is forbidden to touch them if it is not necessary for work. When you need to contact them for work, you should inform the service consultant to get the customer's consent.

4. Problems in the operation process

(1) When the operation progress changes, the maintenance technician must report to the workshop supervisor and the service consultant in time, so that the service consultant can contact the customer in time and get the customer's understanding or approval.

(2) When the operation item changes-add the item.

5. Self-inspection and team leader inspection

(1) After the maintenance technician completes the operation, conduct self-inspection.

(2) After the self-inspection is completed, submit it to the team leader for inspection.

(3) After passing the inspection, the team leader shall write down the vehicle maintenance suggestions and precautions on the power of attorney and sign it.

(4) Submit it to the quality inspector or technical director for quality inspection.

6. General inspection

The quality inspector or technical director shall conduct a general inspection of 100%.

7. Vehicle cleaning

(1) After passing the general inspection, if the customer accepts the free car wash service, drive the vehicle to the car wash station and notify the workshop supervisor and service consultant that the vehicle has started cleaning.

(2) To clean the appearance of the vehicle, it is necessary to ensure that the paint surface is free of scratches and external force depressions.

(3) Thoroughly clean the cab, trunk and engine compartment. Dust in ashtrays, carpets, meters and other parts should be cleaned up, and attention should be paid to protecting the items in the car.

(4) After cleaning, park the vehicle in the completed parking area, keep the vehicle neat and the front of the vehicle faces the exit.

Third, delivery service.

1. Notify the service consultant to prepare for delivery.

(1) Give the car keys, power of attorney, pick-up registration form and other items to the workshop supervisor to inform the service consultant that the car has been repaired.

(2) Inform the service consultant of the parking position.

2. Internal delivery of service consultants

(1) Check the power of attorney to ensure that all written records of maintenance projects entrusted by customers have been completed and signed by the quality inspector.

(2) Check the power of attorney on the real vehicle to ensure that all maintenance projects entrusted by customers have been completed on the vehicle.

(3) Confirm that the fault has been eliminated, and carry out trial operation when necessary.

(4) Confirm the core replaced from the vehicle.

(5) Confirm the cleanliness of the vehicle inside and outside (including no dust, oil and grease).

(6) Other inspections: No rags, tools, nuts and bolts are left except the appearance of the vehicle.

3. Inform the customer and agree to deliver the car.

(1) After the inspection is completed, contact the customer immediately to inform that the car has been repaired.

(2) Negotiate the delivery time with the customer.

(3) overhaul and accident vehicles should not be delivered during rush hours.

4. Accompany the customer to inspect the car

(1) The service consultant will accompany the customer to check the maintenance of the vehicle and explain the actual situation of the vehicle to the customer according to the power of attorney and the pick-up registration form.

(2) Show the replaced core to customers.

(3) Explain vehicle maintenance suggestions and matters needing attention in vehicle use.

(4) Remind customers of the time and mileage of the next maintenance.

(5) Explain that the spare tire and vehicle-mounted tools have been inspected, and explain the inspection results.

(6) Explain to customers that the interior and exterior of the vehicle are clean.

(7) Inform the customer that the sales service center will pay a follow-up telephone call back to the customer within 3 days, and ask the customer when it is convenient to answer the phone.

(8) When the customer takes off the three-piece set, put it into the recycling device.

Step 5 make a statement

(1) Guide the customer to the service reception desk and ask the customer to sit down.

(2) Print the vehicle maintenance statement and exit permit.

6. Explain relevant precautions to customers.

(1) Explain to the customer that these jobs are recommended according to the "recommended maintenance items" in the power of attorney and recorded in the vehicle maintenance statement. Especially for recommended maintenance projects involving safety, it is necessary to explain to customers the reasons why maintenance is needed and the possible serious consequences if it is not maintained. If the customer does not agree to the maintenance, please indicate and sign it.

(2) Explain the records in the maintenance manual (if any).

(3) For customers who are insured for the first time, explain that the first maintenance is a free maintenance project, and briefly introduce the importance of quality assurance regulations and regular maintenance.

(4) Record the time and mileage of the next maintenance on the vehicle maintenance statement to remind customers.

(5) Inform customers that they will remind and make an appointment to come to the store for maintenance before the next maintenance expires.

(6) Confirm with the customer the convenient time to answer the service quality tracking call and record it on the vehicle maintenance statement.

7. Explain the cost

(1) Explain the charges to customers according to the vehicle maintenance statement.

(2) Ask the customer to sign the statement for confirmation.

8. The service consultant will accompany the customer to settle the bill.

(1) The service consultant will accompany the self-funded customers to the cashier.

(2) The cashier folds up the statements, invoices, etc. , and pay attention to the amount of external charging.

(3) Put the returned change and exit permit on the folded invoice, etc. Then pass your hands to the customer.

(4) The cashier thanked the customer for coming and said goodbye to the customer.

9. The service consultant will return the information to the customer.

(1) The service consultant returns the car keys, driving license, maintenance manual and other related items to the customer.

(2) Tell the customer how to get in touch with the service consultant at any time (telephone number, etc.). ).

(3) Ask customers if they have other services.

10, send the customer away

Say goodbye to customers and thank them for their patronage;

Fourth, tracking services.