前台接待流程FrontReceptionProgram维修顾问评估ServiceAdvisorPerformanceEvaluation客户是什么Whatiscustomer客户期待的服务Theservicecustomerexpect客户的权力Rightofthecustomer我们服务的目的Ouraimofservice18%68%14%其他顾客服务是在顾客心目中最重要的竞爭因素服务人员的态度缺乏主动性效率低服务汽车前台接待流程FrontReceptionProgram预约服务AdvanceBooking接待服务ReceptionProcess初步检查VisualInspection监控流程MonitoringJobProcessing确认工单WritingupRepairOrder终检FinalInspection解释工作JobExplanation跟踪服务Follow-upReception1预约服务AdvanceBooking为客户提供友好的预约建议Offercustomerfriendlybookingdatesuggestions持续利用车间生产力Ensurecontinuousworkshopcapacityutilisation考虑接车与车间生产力Considerreceptionandworkshopcapacityutilisation机动灵活地处理客户Processcustomermobilityifrequired记录客户需求Registercustomerrequest预订/储备所需零件Reserve/orderneededspareparts检查车辆历史以便做招回服务和返修Checkvehiclehistoryforopenservicemeasures/repeatrepairs用预约工单形式准备接待客户Preparecustomersvisitbyopeningapre-order提供报价Providepriceestimate预约的目的AimsofAdvanceBooking
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