What is the reception process for service consultants? 1

Step 1: Make an appointment.

the most important thing in this step is to make the reserved customers enjoy the treatment of reservation, and strictly distinguish them from the customers who directly enter the factory for maintenance. This is the key factor to decide whether this customer will make an appointment again next time. This step is difficult to do because the company is in the early stage of opening. Mainly because the initial business volume is small, there is little difference between customers who make an appointment and those who enter the factory directly from the maintenance time. However, customers must value time very much! There are several ways to arrange customer reservation:

1. Let customers know the benefits of reservation service.

2. put billboards in the customer reception area and customer lounge to remind customers to make an appointment.

3. when tracking the customer's return visit, publicize the appointment business and let more customers know the benefits of appointment.

4. Service consultants often publicize the benefits of appointment to customers who enter the factory directly without an appointment, so as to increase the amount of scheduled maintenance.

step 2: reception.

after the customer has parked the vehicle, the guide will take it to the maintenance reception area and introduce it to a service consultant according to the company's requirements. This step is actually a process of communication between service consultants and customers, which is also a process of consultation. The process service consultant should pay attention to several problems:

1. The consultation time should be at least 7 minutes.

2. If the service consultant can't solve the technical problems by himself, he must ask the technical support of the workshop for help, and he should not make decisions without authorization.

3. Check the vehicle carefully, but don't let the customer feel that we are guarding him like a thief.

4. While inspecting the vehicle, lay a three-piece suit in front of the customer. Even if the customer politely says no, we should stick to it.

step 3: print the work order.

The work order is a contract, so it should be noted that several issues must be explained to the customer before the customer signs it.

1. What services are done in the work order?

2. what is the total cost of the service items and materials in the work order (the estimated value and the actual value cannot exceed 11%).

3. The approximate time required for the service items in the work order. For some customers, time may be more important than money.

4. Do you want to keep the replaced parts and put them in the trunk or somewhere?

5. whether to wash the car. This is the "five confirmations".

step 4: real-time monitoring.

This step is the progress of supervision work, which is mainly reflected in two aspects:

1. Completion time. As for the completion time, there should be such a provision in the inter-departmental cooperation regulations: the maintenance technician calculates according to the completion time of the work order, and should promptly remind the service consultant if it cannot be completed on time. Pick up the car at least half an hour in advance on the same day, and it is best to explain it one day in advance on the next day. As a service consultant, you should also ask the workshop control room about the work progress in time according to the completion time indicated in the work order. If you can't deliver the car on time, you must take the initiative to explain the reason to the customer in advance and apologize.

2. Valuation sheet. For all kinds of problems detected in the workshop, the service consultant must first figure out several problems by himself: a. The reason why the invisible fault occurs, that is, why there is a problem with this accessory, and the actual damage degree of this fault now. B. What kind of damage may this hidden fault do to the customer or the customer's vehicle now or in the future? C. How long and cost does it take the customer to repair this fault? D. If there are many hidden faults in the valuation sheet, it is necessary for the service consultant himself to identify which faults must be repaired now for the customer; Which ones don't need to be repaired for the time being and so on. It's best to make it clear to the customer what the faults are and the degree of damage, and let the customer decide.

step 5: final inspection.

that is, after the vehicle maintenance is completed, the service consultant will check the vehicle against the vehicle checklist. Including whether all the service items of the work order have been made; Kilometers of vehicles; Vehicle appearance and so on. Step 6: Delivery instructions. This is an important step. We should have a delivery instruction sheet, and the first half of this sheet should explain what all the service items should pay attention to for customers in the future driving process. For example, if the brake pads are replaced this time, the service consultant should indicate on the delivery instruction sheet that "the brake pads have been replaced, please keep the distance between cars and pay attention to the running-in of the brake pads". The second half of the delivery note should indicate what service items the customer should do after how many kilometers or how long the vehicle reaches, and how long and how much these service items need. For example, the current mileage of your vehicle is 35,111 kilometers, and the engine oil needs to be changed and filtered when the vehicle is 41,111 kilometers; Air filtration; Steam filtration; Air conditioning filter; Clean the fuel injector; Clean the throttle inlet; Four-wheel positioning and other services. The total cost is about 8 thousand yuan, and the time required is about six hours. In addition, it is necessary to explain the settlement preview form to the customer, explain the service items and expenses of this maintenance, and lead the customer to settle the bill. As the saying goes: "three points to pick up the car, seven points to deliver the car." The next pick-up is when the car is delivered.

step 6: give someone away.

the service consultant must do two things in this step.

1. Remove the three-piece suit in front of the customer.

2. lead the customer's vehicle to the company gate and bid farewell to the customer.

step 7: information feedback.

according to the feedback information, improve the process in time to achieve the real "people-oriented"; Continuous improvement. " What is the reception process of the service consultant? 2

1. Reception

1. Greeting and greeting to confirm the customer's purpose (business reception A):

Reception should start with welcoming, entertaining guests with a smile, speaking kindly (speaking Mandarin when facing customers), and being able to respond to customers with bright expressions and quick actions; When customers come to the store at the peak, temporary receptionists should be arranged (all service personnel in the department, such as supervisors and cashiers, can be temporary receptionists), so that temporary receptionists can greet customers and provide them with tea service to ensure that customers are not at a loss because no one responds.

2. guide customers to the reception station: the left side is the car receiving station and the right side is the car delivery station.

3. Confirm/record the customer's coming (business reception A): You should quickly record the basic information of the vehicle (license plate number, name, contact number, kilometers, etc.) when going out to meet the customer, so as to improve work efficiency and reduce the waiting time of the customer; And carefully record customer requirements on the consultation form.

note: the first principle of confirming the purpose and recording the user's requirements is to listen carefully and record! Never interrupt the customer. The second principle is to ask questions according to the 5W2H method until you are sure that you have understood the user's requirements, then repeat them to the customer and write down the customer's statement truthfully in the customer's original words.

4. Inspection of appearance function parts (business reception B):

Install CS three-piece suit in front of customers; Check the appearance and functional parts of the vehicle and record them (check the condition of electric glass, electric window, body paint, rear trunk, etc.). For quick repair vehicles, business reception B shall immediately move the vehicles to the quick repair station, hand them over to the quick repair team leader, and briefly explain the customer's requirements.

note: customers should be present during the inspection of appearance and functional parts, and the details should be marked on the consultation sheet; Before entering the car, you must give a reminder of valuables, and if necessary, start the engine to check whether there is any abnormal sound.

second, consultation (business reception a will hand it over to technical reception if necessary)

consultation is a necessary work to further confirm the fault of the user's vehicle and make it concrete, so as to finally determine the cause of the fault. All vehicles that come to the store for inspection, repair and maintenance must use the pick-up inquiry form in a unified way, and the fault phenomena or the contents of the required work described by the user must be recorded in the form. The consultation form must enter the workshop with the repair form, and be stored and managed with the repair form after delivery.

for vehicles with regular maintenance, first maintenance, car body painting and direct analysis and judgment at the front desk, customers can be asked to sign and confirm the operation contents on the consultation form before making an evaluation form.

1. guide the moving vehicle to the consultation station: when the vehicle needs the workshop for fault consultation, it should be moved to the consultation station quickly.

2. Do you need workshop assistance? If the fault can't be diagnosed, you can ask workshop technicians and teams to assist in detection, and try out if necessary.

3. inquiry/fault reproduction: inquire about the fault phenomenon, reproduce the fault phenomenon described by the user, and make further confirmation. The confirmation of fault phenomena should be accompanied by users, so as to correctly grasp the situation; According to the need, use testing instruments for testing. If necessary, it should be tested with the user to confirm the fault phenomenon.

4. Estimate the cause of failure and list the failed parts: judge whether they are normal or abnormal according to specific phenomena, and ask the user patiently and carefully about the real situation; Through the diagnosis results, the cause of the failure is inferred; According to the judgment of the fault cause, confirm the job content (the more accurate the better) and the required parts.

III. Estimation (business reception A)

The estimated contents include operating expenses and completion time, both of which must be approved by the user in advance; Correct evaluation and friendly explanation are of unparalleled importance in building interdependence. It's not a good thing to spend customers' money without their approval-and it may be illegal, and not giving customers an estimate may cause big trouble when checking out.

1. Make an estimate sheet when evaluating/estimating: determine the operation items; List the spare parts and oils to be used, estimate the working hours and calculate the operation time (carefully understand the pick-up time required by the user so as to set the scheduled date and time for delivery); Confirm the inventory of required parts; Calculate the estimated amount.

2. Explain the estimate to the customer: explain the operation content, completion time, estimated amount, delivery time and procedures to the user concisely, so as to make the customer feel dependent;

3. obtain the customer's consent and sign for confirmation: solicit the user's opinions on the quotation amount, delivery date and time; In order to avoid disputes with customers, it is necessary to ask customers to sign for confirmation, and good estimation instructions will make customers sign readily.

4. Settle the customer: Whether the customer is resting in the store or leaving the store, the customer's settling work will make the customer feel taken care of and valued. Avoid customers from entering the repair shop as much as possible, and inform customers that the air in the workshop is not good, and there are too many equipment circuits, which can't be taken care of, causing unnecessary trouble. )

5. Make a maintenance order/management card: record the information of users and vehicles, and establish a user file immediately for users who come to the store for the first time; Users in the management should verify whether the user file information is complete or accurate when they come to the store, and improve it immediately if they find any deficiencies. The repair order and consultation order are moved to the maintenance workshop with the customer's vehicle.

4. Operation management

1. Dispatching: When the business reception A hands over the repair order to the class leader of the quick repair, it should verbally convey/emphasize the customer's operation content and time requirements to the class leader, so as to better complete the operation and improve customer satisfaction.

2. Work instructions (in this case, business reception B will send management cards directly after confirming the vehicle condition): the reception desk and the team members are important links in communicating the reception desk and the workshop, which should be particularly emphasized.

3. Contact the customer about additions/delays: If the vehicle under repair needs to be added with items and operation delays, it should be promptly communicated to Business Reception A so as to contact the customer as soon as possible.

4. management of the front desk management board: business reception a should contact the customer to get permission after receiving the additional project or delay application of the quick repair team, and manage the front desk management board in time. Management board management, which is an efficient practice, should become a habit.

5. Additional repair/delay

6. End of operation: The quick repair team should manage the workshop management board in time to improve the workshop operation efficiency (the use of the workshop management board requires the active participation of the team).

V. Completion inspection (three inspections: self-inspection, mutual inspection, and final inspection)

The personnel who have completed the inspection shall make a general inspection of the completed vehicles, and verify and confirm them one by one according to the inquiry form and the pick-up repair form; Test run if necessary-check whether there are any items (tools and materials) left behind. If errors or omissions are found in the inspection process, repair shall be arranged immediately-after repair, a comprehensive inspection must be conducted again. Inspection personnel should do a good job of recording and assessing the rework and external reaction in the store, and try to raise the attention of operators to avoid human negligence.

VI. Car washing:

Customers will feel very happy when they see their shiny new vehicles!

vehicle cleaning includes external cleaning (glass, tires, car body) and internal cleaning (instrument panel, seat, ashtray). If necessary, carpet should be vacuumed. In short, the working area must be cleaned without dust or oil stains. The cleaning staff found the CS three-piece suit irregular, and the cleaning staff should sort it out, but should not take it off. The receptionist should check the cleaning condition of the vehicle.

VII. Settlement:

Send the work order to the front desk, and put the corresponding card on the front desk management board in the waiting bill production column.

1. Make a statement: Business Reception A should make a statement and accounting bill immediately after receiving the completed work order.

2. Explain the operation content/cost: Before explaining to the customer, Business Reception A should check the consultation sheet to see if the customer's requirements have been solved. According to the settlement, explain the operating items and operating expenses to customers; If necessary, please ask the customer to explain at the delivery station (under normal circumstances, you can explain at the customer's place, such as the customer lounge).

3. Obtain the customer's consent/signature: Ask the customer to sign the accounting bill for confirmation, and the customer who has given the operation instructions in advance will be willing to sign it.

4. Guide customers to the cashier's office: guide customers to pay at the cashier's office to make them feel valued; And customers can be explained in time if they suddenly have any questions, instead of handing over the work to the cashier.

5. Charging fees: Cashiers are the most difficult jobs in the service department, so they should check and charge fees quickly, instead of trying to explain the composition of operating expenses, they should leave these problems to the business reception. Cashiers should learn the reception etiquette of after-sales service personnel, be polite, helpful and friendly in the whole process of service, and express gratitude to customers for their business, so as to maintain the unified image of after-sales service.

VIII. Delivery:

Delivery is the beginning of the next maintenance. In order to make this service have a good and positive result, business reception A should thank customers for coming to the store; Give customers business cards and tell them that they can contact them directly if they have any questions or needs.

1. guide customers to the delivery parking space: this will make customers feel valued all the time.

2. Take off the CS three-piece suit: Take off the CS three-piece suit in front of the customer to let them know how much we cherish his car.

3. seeing customers off: remind customers of the next maintenance time (based on time or kilometers), leave a perfect impression and establish future relations.

IX. Tracking service

Profit and customer satisfaction