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汽车售后服务工作总结汽车售后服务工作总结 随着汽车市场的活跃,汽车售后服务站的竞争也越来越激烈,为了提高服务质量争取更多的用户,维修站也在想方设法提等于留住了更多的用户。那么,服务顾问应该怎样作好自己的工作。 1、迎接顾客要主动热情 服务顾问给顾客的第一印象是十分重要的,它直接关系到顾客是否愿意在此修车,以及业务的扩展。为此要做到以下几点:一是热情友好的接待,如对新顾客应主动自我介绍,递上名片;二是对顾客要一视同仁,不管是本地的还是外地的,是老朋友还是新顾客,绝对不要和老朋友聊个没完,而把新顾客晾在一边;三是做到有问必答,服务顾...

汽车售后服务工作总结
汽车售后服务 工作总结 关于社区教育工作总结关于年中工作总结关于校园安全工作总结关于校园安全工作总结关于意识形态工作总结 随着汽车市场的活跃,汽车售后服务站的竞争也越来越激烈,为了提高服务质量争取更多的用户,维修站也在想方设法提等于留住了更多的用户。那么,服务顾问应该怎样作好自己的工作。 1、迎接顾客要主动热情 服务顾问给顾客的第一印象是十分重要的,它直接关系到顾客是否愿意在此修车,以及业务的扩展。为此要做到以下几点:一是热情友好的接待,如对新顾客应主动自我介绍,递上名片;二是对顾客要一视同仁,不管是本地的还是外地的,是老朋友还是新顾客,绝对不要和老朋友聊个没完,而把新顾客晾在一边;三是做到有问必答,服务顾问应熟悉各种车辆,并全面掌握本厂的情况,遇有不清楚的地方,应尽可能通过电脑或电话查询,不要跑来跑去把顾客放一边,这样会使顾客觉得你业务不熟悉和管理混乱;四是业务太忙不得已让顾客等待时,应礼貌地请顾客稍候,并安排人送上饮料,甚至用餐,提供代客同意,先接待新顾客,因为新顾客正是我们要开发的资源。 2、与顾客交谈要诚心诚意 首先要仔细倾听顾客介绍情况,不要随便打断对方的说话,如果是涉及到投诉或质保期等内容,要认真做好记录,不要轻易下结论。其次向顾客介绍情况时,应尽可能用通俗易懂的语言,避免使用难懂的专业术语。如遇到顾客说:"你看着办吧,哪儿坏了修哪儿。"服务顾问可不要自以为是,过于随便,而应把每项工作都向车主讲清,如为什么要这样做、有什么好处、要多长时间、多少费用等等,这样既可以避免结算费用时发生不必要的麻烦,也能体现对顾顾客花钱修车买放心。 3、车辆交接检查要认真仔细 车辆交接时,服务顾问和顾客在检查发动机后应将车子开到举升机平台上,与顾客一道检查底盘上一些容易出问题的部件,如油底壳等,这样会加深顾客对修理厂的信任。向顾客咨询故障现象时要全面,如出现故障时是冷车还是热车、是高速还是低速、是空载还是满载、行驶在公路上还是土路上、车上装了什么附加设备等,什么时候进行过维护、以前修过什么部位、故障是何时出现的、是经常性不还是偶尔出现等。如有必要应同顾客一起试development in order to protect a host of attractions and historical sites, as well as to maintain the economic vitality of the downtown area. Figure 5.1-5 figure 5.1.4 Washington mass transit network to support implementation of effective transport demand management policies to reduce urban traffic congestion and public transport priority was in the early 1960 of the 20th century by the planners first proposed in Paris, France, and in Europe and other major cities to operate has been the formation of the rich content system. Public transport priority consists of two aspects: one is on the bus to help. ... 5.1-7 Park and ride systems 5.1.5 typical case Hong Kong-Japan Sapporo, Sapporo is a Japan Hokkaido central parts of cities, Japan's fifth largest city. Area of 1121km2 in the city, a population of 1.921 million. In addition is the administrative center of Hokkaido, Sapporo is Hokkaido's industrial and commercial center, in 1972, hosted the 11th Winter Olympic Games. 3 JR Sapporo rail transit line 3 metro and 3 tram lines, Sapporo in the urban development process combined with Center of construction of subway construction and residential development, and support the development of the region. Prior to 1971, Sapporo, Japan Hokkaido local Centre in the urban development process, in response to the rapid growth of the city centre traffic demand, building trams. 1981 years ago for holding the winter Olympic Games as an opportunity to start building connected to the venue and the city centre 车,试车时切忌猛加油、急"刹车"、高速倒车与转弯等,这要会令顾客十分心疼车辆,特别是车上的高级音响、车载电修,不要轻易动它。 4、填写托修单要如实详尽 车辆检查诊断后,应如实详尽地填写托修单,主要包括:一是顾客的姓名、地址、电话、进厂日期、车型、牌照号、底盘号、发动机号、附件数量、行驶路程,以及油量等信息;二是进厂维修的具体项目内容、要求完成日期,以及质保期;三是一些主要说明及服务顾问与顾客签名。托修单至少是一式两份,一份交顾客保管,一份修理厂留底。但也有许多管理完善的修理厂,托修单有4~5份副联,还有电脑存储。特别是托修单上的措词应严谨,可操作性强,同时要给自己留出充分的回旋余地。 5、估算维修费用及工期要准确 估算维修费用及工期是一个十分敏感的问题,稍有不慎,就有可能影响顾客源。 在维修费用估算时,对于简单或明显的故障,维修费是容易计算的。但对需要作进一步检查的部位,则应把有可能出现问题的部件考虑在内,如实告诉顾客费用不超过多少,并把各项预算写在托修单上,作为日后核算的依据;同时注意在修理过程中如发现了其他损坏部件,对是否可以更换随时征求顾客意见。 在估算维修工期,即预定交车时限时,应考虑周到,并留有余地,如待料、维修技术,或因其他紧迫任务需暂停某些车的修理等因素都要考虑进去。因为时限一经确定,就要尽一切努力来完成,否则,对顾客和修理厂都会带来一些不必要的损失。 6、竣工检验要仔细彻底 车辆修竣后,对修竣项目的检验是总检验员工作的重要环节,必须认真、仔细彻底地检查,必要时应进行路试。检查项目主要包括:对照托修单,核对所有修竣项目是否达到技术 标准 excel标准偏差excel标准偏差函数exl标准差函数国标检验抽样标准表免费下载红头文件格式标准下载 ,工作是否良好;检查车辆各连接部件是否牢固完好,尤其是有关安全(转向、development in order to protect a host of attractions and historical sites, as well as to maintain the economic vitality of the downtown area. Figure 5.1-5 figure 5.1.4 Washington mass transit network to support implementation of effective transport demand management policies to reduce urban traffic congestion and public transport priority was in the early 1960 of the 20th century by the planners first proposed in Paris, France, and in Europe and other major cities to operate has been the formation of the rich content system. Public transport priority consists of two aspects: one is on the bus to help. ... 5.1-7 Park and ride systems 5.1.5 typical case Hong Kong-Japan Sapporo, Sapporo is a Japan Hokkaido central parts of cities, Japan's fifth largest city. Area of 1121km2 in the city, a population of 1.921 million. In addition is the administrative center of Hokkaido, Sapporo is Hokkaido's industrial and commercial center, in 1972, hosted the 11th Winter Olympic Games. 3 JR Sapporo rail transit line 3 metro and 3 tram lines, Sapporo in the urban development process combined with Center of construction of subway construction and residential development, and support the development of the region. Prior to 1971, Sapporo, Japan Hokkaido local Centre in the urban development process, in response to the rapid growth of the city centre traffic demand, building trams. 1981 years ago for holding the winter Olympic Games as an opportunity to start building connected to the venue and the city centre 制动)等部件是否存在隐患;检查车辆其他附件是否在维修过程中损坏或丢失,如有则应及时补齐。总之,只有一切都确认没有问题以后,方能通知顾客来接车。 7、竣工车辆交接要耐心 顾客验收修竣车辆一般都比较仔细。对此,服务顾问要有充分的耐心,并应主动配合顾客路试验车,随时作些解释和交代 注意事项 软件开发合同注意事项软件销售合同注意事项电梯维保合同注意事项软件销售合同注意事项员工离职注意事项 ,切忌让顾客单独验收或试车,以免因小失大。特别是对一些难以打交道的顾客(如吝啬、蛮不讲理、多疑等),一定要克服烦躁心理,耐心地配合顾客进行验收,使他们高兴而来,满意而去,因为这直接关系到顾客是否以后再回头。 8、遇到维修质量(品质)问题时要虚心 修竣车辆交付使用后,遇到顾客返厂咨询或要求返修索赔损失时,服务顾问要态度诚恳,尤其是对一些计较或蛮不讲理的顾客,应虚心倾听并认真做好记录,尔后根据情况分析判断,找出问题的原因。若属维修方面的原因,应深 关于同志近三年现实表现材料材料类招标技术评分表图表与交易pdf视力表打印pdf用图表说话 pdf 歉意,并及时做出相应的处理;若属配件或顾客操作上的原因,应解释清楚,给顾客一个满意的答复。切不可一口否定自己的过错,要么找主任,要么找厂长,这样势必会让修理厂"关门大吉"。 服务顾问在维修中起到的是穿针引线的作用,就是以顾客为中心,去组织和协调各部门的工作,这样才能真正达到顾客满意 development in order to protect a host of attractions and historical sites, as well as to maintain the economic vitality of the downtown area. Figure 5.1-5 figure 5.1.4 Washington mass transit network to support implementation of effective transport demand management policies to reduce urban traffic congestion and public transport priority was in the early 1960 of the 20th century by the planners first proposed in Paris, France, and in Europe and other major cities to operate has been the formation of the rich content system. Public transport priority consists of two aspects: one is on the bus to help. ... 5.1-7 Park and ride systems 5.1.5 typical case Hong Kong-Japan Sapporo, Sapporo is a Japan Hokkaido central parts of cities, Japan's fifth largest city. Area of 1121km2 in the city, a population of 1.921 million. In addition is the administrative center of Hokkaido, Sapporo is Hokkaido's industrial and commercial center, in 1972, hosted the 11th Winter Olympic Games. 3 JR Sapporo rail transit line 3 metro and 3 tram lines, Sapporo in the urban development process combined with Center of construction of subway construction and residential development, and support the development of the region. Prior to 1971, Sapporo, Japan Hokkaido local Centre in the urban development process, in response to the rapid growth of the city centre traffic demand, building trams. 1981 years ago for holding the winter Olympic Games as an opportunity to start building connected to the venue and the city centre
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