進(jìn)口汽車(chē)4s店服務(wù)運(yùn)營(yíng)手冊(cè)

1、1服務(wù)、配件運(yùn)作手冊(cè)34.1.3.1主動(dòng)預(yù)約前準(zhǔn)備............................................................................................................274.1.3.2主動(dòng)預(yù)約邀約........................................................................

2、........................................274.1.3.3客戶(hù)預(yù)約........................................................................................................................274.1.3.4促銷(xiāo)活動(dòng)介紹................................

3、................................................................................274.1.3.5再次確認(rèn)并復(fù)誦客戶(hù)更新資料....................................................................................274.1.3.6登記預(yù)約系統(tǒng)準(zhǔn)備預(yù)約記錄單............

4、........................................................................284.1.3.7客戶(hù)光臨前確認(rèn)............................................................................................................284.2接待診斷管理接待診斷管理.......

5、................................................................................................................294.2.1接待診斷管理目的.............................................................................................

6、...............294.2.2接待診斷流程....................................................................................................................304.2.3接待診斷關(guān)鍵工作行為指導(dǎo).........................................................

7、...................................314.2.3.1接待人員和場(chǎng)所要求....................................................................................................314.2.3.2客戶(hù)接待......................................................

8、..................................................................314.2.3.3確定維修項(xiàng)目................................................................................................................314.2.3.4時(shí)間及費(fèi)用估算...........

9、.................................................................................................314.2.3.5客戶(hù)確認(rèn)WO............................................................................................................

10、...324.3維修管理維修管理................................................................................................................................334.3.1維修管理目的...............................................................

11、.....................................................334.3.2維修流程............................................................................................................................344.3.3維修關(guān)鍵工作行為指導(dǎo)...............

12、.....................................................................................354.3.3.1派工............................................................................................................................

13、....354.3.3.2領(lǐng)取工料........................................................................................................................354.3.3.3維修作業(yè)......................................................................

14、..................................................354.3.3.4質(zhì)量檢查........................................................................................................................364.3.4車(chē)間管理..........................

15、.................................................................................................374.3.4.1車(chē)間環(huán)境與設(shè)施...........................................................................................................

16、.374.3.4.2生產(chǎn)率控制....................................................................................................................374.3.4.3維修技術(shù)人員操作標(biāo)準(zhǔn)......................................................................