High-quality service has always been an important issue for customers. Good service can attract customers more, and poor service will make customers gradually stay away from us. Therefore, to improve service quality, we must start with the details.
01
Car handover inspection must be careful
When the vehicle is handed over, the service consultant should drive the vehicle to the lift platform after checking the engine, and check with the customer some problem-prone parts on the chassis, such as the oil pan, etc. This will deepen the customer’s trust in the terminal service store . Be comprehensive when consulting customers about malfunctions.
For example, whether it was a cold car or a hot car, high speed or low speed, no load or full load, driving on a road or dirt road, what additional equipment was installed on the car, etc., when was the maintenance performed, and what parts were repaired before? , When did the fault occur, do it occur frequently or occasionally, etc.
If necessary, you should test the car with the customer. Don’t try to add fuel, make a sudden “brake”, reverse and turn at a high speed. This will make the customer feel bad about the vehicle, especially the high-end audio and on-board electrical appliances. .
02
Fill in the repair form to be truthful and detailed
After the vehicle is checked and diagnosed, the maintenance form should be filled in truthfully and in detail, mainly including the following:
① The customer’s name, address, telephone number, date of entry, car model, license plate number, chassis number, engine number, number of accessories, distance traveled, and fuel volume, etc.
② The specific project content, required completion date and warranty period for maintenance.
③ Some main instructions and signatures of service consultants and customers.
hint:
The maintenance order should be at least in duplicate, one for the customer to keep, and one for the repair shop. The wording on the repair list should be rigorous and maneuverable, and at the same time give yourself plenty of room for maneuver.
03
Estimate the maintenance cost and time limit accurately
Estimating maintenance costs and duration is a very sensitive issue. A little carelessness may affect the source of customers.
For simple or obvious failures, maintenance costs are easy to calculate. But for the parts that need further inspection, you should take into account the parts that may have problems, tell the customer how much the cost does not exceed, and write the budget on the maintenance form as the basis for future accounting; also pay attention If other damaged parts are found during the repair process, please consult customers at any time on whether they can be replaced.
When estimating the maintenance period, that is, when the vehicle is scheduled to be delivered, it should be thoughtful and leave room. Factors such as waiting materials, maintenance technology, or suspension of repairs of certain vehicles due to other urgent tasks must be taken into consideration. Because once the time limit is set, every effort must be made to complete it, otherwise, it will bring unnecessary losses to customers and auto maintenance companies.
04
Completion inspection should be careful and thorough
After the vehicle is repaired, the inspection of the maintenance items is an important part of the chief inspector’s work. It must be carefully, carefully and thoroughly inspected, and road tests should be carried out if necessary. The main completion inspection items are shown in the following figure.
Completion inspection project
01 Check whether all maintenance items meet the technical standards and whether the work is in good condition against the maintenance list;
02 Check whether the connecting parts of the vehicle are firm and intact, especially whether there are hidden dangers related to safety (steering, braking) and other components;
03 Check whether other accessories of the vehicle are damaged or lost during the maintenance process. If any, please make up in time.
In short, only after everything is confirmed that there is no problem can the customer be notified to pick up the car.
05
Be patient when handing over completed vehicles
Customers are generally more careful in accepting completed vehicles. In this regard, the service consultant must have sufficient patience, and should actively cooperate with the customer to test the car, make some explanations and give precautions at any time, and must not allow the customer to individually check or test the car, so as to avoid small losses. Especially for some customers who are difficult to deal with (such as stingy, unreasonable, suspicious, etc.), we must overcome irritability, and patiently cooperate with customers to carry out acceptance inspections, so that they will come happy and go away with satisfaction, because this directly affects whether the customer is Come to consume later.
After the completed vehicle is delivered for use, when encountering customer inquiries or requesting repairs to claim losses, the service consultant should be sincere, especially for some caring or unreasonable customers, should listen with humility and carefully record, and then analyze and judge according to the situation. Find out the cause of the problem. If it is due to maintenance, we should apologize and deal with it in time; if it is due to parts or customer operation, we should explain clearly and give the customer a satisfactory answer.