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

First, the basic requirements of the reception instrument: you must wear the uniform of the specialty store that meets the standard, dress neatly, have a correct appearance, be full of energy and smile. Greet customers quickly: take the initiative to greet customers, guide customers to the parking lot and introduce yourself. After the customer enters the door, he should recognize the customer and take care of him quickly; When a customer enters the factory for the first time, remember the customer's name and appearance. Pay attention to the reserved customer: ask whether it is an reserved customer.

2. Work flow of reception, working standard of consulting service, basic requirements of consulting service, and basic requirements of consulting service at ordinary times. Find out the problems that customers care about: know the information of customers and vehicles, and reflect them on the consultation sheet. Clearly describe the problems reflected by customers on the consultation form. Check the vehicle and confirm the problem pointed out by the customer. Check the body and interior for damage and valuables. Daily project inspection, customer greeting, consultation service workflow, appointment service workflow, check the vehicle according to the vehicle condition and maintenance history, and judge whether the vehicle needs other maintenance. Judge whether the work to be carried out is within the warranty scope, explain the problems found to customers and record them on the consultation form. Estimated maintenance cost and promised delivery time. Explain the estimated cost and promised delivery time to customers, and record them on the maintenance schedule provided to customers. ? If necessary, show the price of service items on the price list of common maintenance items to customers. Obtain the customer's consent: explain the contents of the maintenance estimate. Ask the customer to confirm and sign. Vehicle protection: install vehicle inspection and maintenance protection articles: seat cover, steering wheel cover and foot pad. Arrange customers to rest or send them away: when customers need to wait, send them to the lounge to rest. If the customer doesn't wait, send the customer away warmly and politely. Basic requirements of emergency consultation service and hotline service standard. Franchise stores must be equipped with and publish a 24-hour service hotline. The receiver of the service hotline is the service receptionist in principle; Holiday service hotline calls must be answered by the receptionist on duty or by the receptionist through telephone transfer. When necessary, service? For all general maintenance vehicles, perform maintenance operations according to the procedures in the maintenance manual.