16. (If any) Please give me your comments. After listening, ask: Are there any other questions?
Note: I'm sorry if the answer after each question is negative or general or unsatisfactory, and I'll remind our staff to pay attention next time later)
When customers have opinions:
* Would you please tell me your question? I will make detailed records and give timely feedback to relevant personnel.
View feedback time:
* I have recorded your feedback. Thank you very much for your comments. I will feedback your opinions to the relevant departments as soon as possible, and someone will contact you again within 24 hours. Thank you. Thanks again. If you have any questions, please feel free to contact us. Goodbye. Conclusion:
Thank you very much for your cooperation. In the future, you may receive a third-party survey commissioned by FAW-Volkswagen. If you think our service is not bad, please help us say "very satisfied" with him. Thanks again. If you have any questions, you can call our service number at any time. Goodbye!
Note: the problem should be decided according to the actual situation of the service station, and a return visit should be made to investigate the current shortcomings or management priorities. It is appropriate to ask the customer 5-8 questions, which usually takes the customer 2-3 minutes.
4s shop after-sales return visit [Article 2]
Complain about the high fuel consumption of cars. ※:
Dialogue:
1. Economic fuel consumption refers to the average fuel consumption calculated by the vehicle driving a certain distance at a constant speed under certain test conditions (windless, flat road, etc.). ).
2. The real standard for testing fuel consumption cannot be based on the city, because of waiting, traffic lights, air conditioning, etc. It will affect your fuel consumption.
3. Calculation method of fuel consumption: It is recommended to fill up the fuel tank and drive on roads with good road conditions (high speed, etc.) 100 km. ), then fill up the fuel tank (the position is the same as last time), and divide the amount of oil added for the second time by the mileage to get the approximate fuel consumption of 100 kilometers;
4. There are many factors affecting fuel consumption; Whether it is in the running-in period; Speed, road conditions, wind speed, load, etc. Vehicle road test; Driving habits and experience; Frequency of using high-power electrical appliances (such as air conditioners and stereos). ); Engine oil (No.93 unleaded gasoline)
5. Essentials to improve the fuel economy of vehicles: reasonably control the following distance and try to avoid emergency braking; Do not modify the appearance of the vehicle at will; Don't turn off the air conditioner and open the window when driving at high speed; Try not to put extra items in the trunk of the vehicle; When using air conditioning in summer, the temperature setting should not be too low; Reasonably control the following distance and try to avoid emergency braking; Avoid sudden acceleration and slam on the accelerator; Regularly clean the surface of automobile air conditioner radiator and engine water tank; Check the tire pressure regularly. Low air pressure will increase the resistance of vehicles;
6. Your car is still running in. All parts of the car need to be run-in, and the fuel consumption will be slightly higher. I suggest you spend some time before observing. Thank you! !
Complain about the high price of accessories. ※
Hello, all the accessories used in our store are made by dyk manufacturers. All the accessories have undergone strict quality inspection, which can keep the whole vehicle in the best condition in operation and prolong the service life of the vehicle. Compared with the on-board parts, the price of spare parts in 4s shop will be relatively higher due to the supply channels and operating costs, but the spare parts replaced in our shop enjoy a one-year or 20,000-kilometer warranty, and the price of on-board parts is lower, but now the auto parts market is mixed. There are many fakes, and ordinary consumers lack the ability to distinguish, so it is easy to buy fake and shoddy products. Moreover, automobile maintenance is a highly technical service. If consumers use fake and inferior accessories or improper maintenance, it is easy to cause car failure. So I suggest you buy factory accessories.
Complaining about the long working hours. ※
Hello, all the maintenance items in our store are done according to the standard working hours guaranteed by dyk. The standard of this working hour should not only be based on the actual construction time of maintenance, but also include the technical difficulty of maintenance construction, fault inspection and other factors. In the process of maintenance, every part of the vehicle, from small screws to large screws, is operated according to the standard data of the vehicle manufacturer, which can ensure that your vehicle is kept in the best use state, thus prolonging its service life. So I suggest you be strict.
Complaining that the same problem can't be repaired repeatedly. ※
Hello, because some problems are intermittent and need to be tested many times to confirm the cause of the failure, every time you enter the factory, we will have a special person to pay a return visit to you, just to track the results of your vehicle maintenance. If there are still problems, on the one hand, our store will actively feedback your situation to the manufacturer, on the other hand, it will also help you consider taking other maintenance methods.
If the time delay is caused by many external reasons, such as technology, accessories, etc., causing the guests to complain:
Hello, sir/madam! I know exactly how you feel. For your problems, we
I feel very sorry. Please allow me to explain it for you. While you are waiting, our.
The mechanic has given your car a comprehensive overhaul, but the problem now is that you have to wait * hours → if you are in a hurry, we can take you to your destination by bus. → Agree → Stop the complaint.
↓ (need to wait at the scene)
Please wait a little longer, and we will inform you of the maintenance progress. Do you think this will work? → Agree → Stop the complaint.
↓ Still have to complain
Do you think this is all right, sir/madam? I have told our leader about this situation.
He also attaches great importance to this matter. If you have other requirements, you can further communicate with our leaders. I believe we will give you a satisfactory answer.
1. Why is the fuel consumption much higher than that in the manual?
A: We can understand your question. The fuel consumption of 100 kilometers in the user manual is a theoretical fuel consumption value, which refers to the value obtained when driving at a reasonable speed (90km constant speed) and good road conditions. In your actual driving process, because the actual driving conditions are quite different from the ideal, for example:
Idle speed 1 min requires 10-30cc combustion.
Load 100kg (city), and fuel consumption increased by 0.5l/ 100km.
You can drive at an idle speed of 5 minutes 1 km.
Automobile supercooling will waste gasoline, which should be controlled at about 28 degrees Celsius.
The air filter is seriously blocked, which will lead to poor gasoline mixing ratio.
Pay attention to the speed control, generally around 90- 100 km/h, which is the most fuel-efficient.
Frequent braking will increase fuel consumption
So we suggest that you not only pay attention to the above problems, but also record them properly; For example, how many kilometers you actually drove, road conditions, speed and other driving conditions after filling 50l at a time. Repeat this several times and you will have a clear data. By the way, in fact, in terms of Buick's horsepower, torque and smooth and quiet operation, the fuel consumption is really not high compared with similar cars.
Why is the car not easy to start?
A: Sorry, the beginning of summer is really annoying. If such a problem occurs, it is usually related to poor fuel quality, which leads to carbon deposition in the valve, making it difficult for the engine to establish normal cylinder pressure, so it is not easy to start. In severe cases, it may even lead to the fracture of the valve rocker arm. From the point of view of safety and economy, it is suggested that you use the recommended fuel additive, which can reduce the phenomenon of valve carbon deposition.
Principle: apologize to the customer first, then tell the reason, and then tell the customer how to deal with it.