Close service at hand
Service station construction principles
1. There are 5 or more general automobile dealers (including level-2) or terminals with no service providers (including level-2 service providers) within the range of 50KM in diameter (10KM in urban areas).
2. Reasonable planning and layout, greater than sales network and prior to sales network construction principle.
3. Preferential principle of integration of marketing services.
4. The principle of service convenience (the service provider should be located near the dealer, and the connecting section between the main road and the main road is good for the access of the user).
Conditions of service station construction
1. The central station must be a professional car repair factory with the qualification of class ii (including) or above, the service deposit of 10,000 yuan and the first installment of 50,000 yuan, the development ability of secondary branches and the ability to guide service providers in the area to solve the problems of general motors, and the willingness to serve general motors.
2. The express station must be a repair factory with three or more types of automobile maintenance qualifications, with a service deposit of 50,000 yuan (10,000 yuan for sales service integrated express station), and willing to serve general motors.
After-sales service process
Completion inspection/interior car
After the repair is completed, the maintenance worker inspects the maintenance items by himself.
Submit to the next process or quality inspector after confirmation of conformity;
After the completion of self-inspection, it shall be submitted to the technical appraiser for inspection;
After passing the inspection, the technical appraiser signs it and turns it over to the service consultant
(if the technical appraiser considers it unqualified, it shall be repaired again.)
1. Make an appointment
A) the service station shall establish a complete and true user profile and vehicle maintenance profile, so as to provide users with proactive reminder booking and maintenance reminder services;
B) contact the customer through the customer's consultation, telephone return visit or appointment with the customer during the last maintenance;
C) the reservation receptionist shall record the maintenance and maintenance of the vehicle, and prepare the corresponding equipment, spare parts and stations to ensure the smooth implementation of the reservation;
D) propose the appointment time to the user according to the work schedule (with preparation time);
E) inform the user to carry relevant materials (with the vehicle documents, maintenance records, warranty manuals, etc.);
F) confirm the customer's demand and customer's maintenance time again before the end of the reservation, and make a general assessment of the maintenance cost according to the customer's demand, and explain and explain to the customer;
G) the reservation shall be recorded in detail and promptly notified to the service and parts supervisor;
H) confirm with the user one hour in advance whether the maintenance can be carried out as promised; otherwise, reschedule;
I) if the service station cannot fulfill the appointment, it should inform the user in advance, apologize and make a new appointment.
A) actively guide customers to stop;
B) greet customers politely and introduce themselves, and inquire customers' needs actively and zealously;
C) cover the face with protective equipment (4-piece set);
D) implement customer information and record it on the pick-up list;
E) guide customers to inspect the ring car, and confirm the results of the ring car inspection on the receiving list, and confirm whether there are any valuables in the car;
F) listen to the fault description and make preliminary judgment;
G) determine the maintenance items and the estimated time value, and seek customer approval (repeat the maintenance items);
H) make the "pick up order" and confirm with the customer. Please contact me at any time if you have other requirements.
I) follow up the maintenance status.
3. Making and dispatching orders
A) the service consultant shall prepare the dispatch sheet according to the production situation of the workshop;
B) the service consultant shall deliver the work order and the vehicle to be repaired to the workshop.
A) the maintenance manager must communicate with the service consultant timely when finding new problems;
B) in case of any change in maintenance items, the service consultant shall determine to the user again whether to repair the newly discovered faults, etc.;
C) users are requested to sign their opinions on the repair order whether it is repaired or not;
D) the service consultant shall track the progress of the vehicle maintenance process, coordinate the spare parts and scheduling, keep in touch with the customer, and timely contact the owner of the vehicle if the project cannot be delivered in time and the owner has not confirmed, and inform and ask the customer to confirm.
5. Completed inspection/internal delivery
(all vehicles should pass quality inspection before being returned to the user)
A) the maintenance worker shall conduct self-inspection of the repaired project after the repair is completed, and hand it over to the next process or quality inspector after confirmation of qualified, collect the old parts and store them in the designated location, and sign the repair order;
B) submit to the technical director for inspection after completion of self-inspection;
C) the technical director shall sign after passing the inspection and hand it over to the service consultant (if the technical director considers it unqualified, it shall be repaired again).
A) the service consultant shall first confirm the maintenance project and service project and inspect the vehicle;
B) actively accompany the customer to check the maintenance results and show the vehicle cleaning status;
C) explain the maintenance project to the customer in terms understandable by the customer;
D) remind the next maintenance mileage and time;
E) guide customers back to the reception hall and print the settlement list;
F) explain the cost of time and parts;
G) explain the settlement list to the customer and ask the customer to sign for confirmation;
H) confirm the time and form of the telephone return visit to the customer and record it in the work order;
I) accompanied the customer to the checkout counter. The cashier should explain the cost to the customer and hand over the change and documents together.
J) after the customer has paid the bill, the service consultant will hand over valuables and other items to the customer, and inform the customer that if there is any problem, please contact me at any time, and see the customer to leave.
7. Return visit tracking
A) after maintenance, the return visitor must make telephone follow-up visits to the maintenance quality and service quality within 3 days after the customer gets the car, and make records;
B) apologize to the customer for the problems in maintenance quality and service quality;
C) when conducting telephone tracking service, provide regular maintenance reminder and remind customers of the appointment service they enjoy;
D) the telephone tracking records of the maintenance quality and service quality problems of the day shall be submitted to the service manager every day;
E) the service manager shall submit weekly after-sales telephone tracking quality report to the stationmaster on a weekly basis, and summarize the tracking service with quality problems reported in this report.
Contact number: 029-86155527
Receiving unit: shaanxi huadao automobile sales co., LTD. Channel department
Address: 5th floor, tower A, no. 1, mingguang road, weiyang district, xi 'an, shaanxi province
Customer service hotline：400-840-6128
Address: automotive industrial park, baoji high-tech zone, shaanxi province