We think we should start from the following aspects:
1, standardize service standards and improve the overall quality of employees. In order to improve the overall quality of after-sales service personnel in automobile 4S shops or automobile dealers, it is necessary to conduct comprehensive and systematic training for the whole after-sales department. First of all, all personnel of customer interface should be trained, mainly the service technical director and front-line maintenance personnel. Their training can form a breakthrough to improve the after-sales service level. Secondly, it is of far-reaching strategic significance to train the managers of automobile 4S shops or automobile dealers to improve customer satisfaction. Starting with improving after-sales service concept and customer service management ability, it is of far-reaching strategic significance to help them clearly improve customer satisfaction and enhance profitability and competitiveness. Finally, the technical engineers and maintenance personnel of automobile 4S shops or automobile dealers are trained in professional skills to improve customer satisfaction, mainly in the technical methods of dealing with automobile faults and the handling principles, processes and skills of customer service. Strive to achieve clear goals and implement them smoothly. For example, hire industry experts to conduct regular maintenance technical training and assessment for employees to improve customer satisfaction. Every staff member can only be employed after strict examination, and their professional services have won the praise of consumers.
2, provide pure accessories, so that the service quality and cost can be double guaranteed. No matter how good the car is, it needs maintenance. Just as a person is bound to get sick, car problems are not terrible. The key point is that these problems will endanger people's lives and property. If impure parts are provided to customers, the quality of automobile maintenance can not be guaranteed, thus losing a large number of customers. Auto 4S shops or auto dealers provide consumers with pure original accessories, which ensures the production process and quality of products, thus ensuring the maintenance quality of automobiles, stabilizing the use of safety factors and ensuring the safety of life and property. At the same time, it also ensures the quality of service and the maintenance cost of customers, increases customers' trust and satisfaction with products and services, and enhances the brand image of enterprises.
3, provide advanced service facilities, improve and improve the quality of maintenance services. The after-sales service of automobile 4S shops or automobile dealers is not only to provide customers with some superficial consulting services and simple troubleshooting, but also to provide high-level technical services. Now the major automobile companies in the world, such as Shanghai.
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Volkswagen produces corresponding testing tools, provides technical support, and produces high-tech electronic equipment testing instruments and precision maintenance tools and equipment, so that maintenance technicians can independently troubleshoot technical failures and complete maintenance operations in time. In addition, providing technical support and guidance for employees, ensuring advanced maintenance tools and testing instruments, and better combining software technology with hardware facilities can ensure the quality of maintenance operations, provide perfect services and improve customer satisfaction.
4. Visit customers regularly and establish customer files. Visiting customers regularly, understanding their psychology and needs, listening to their opinions, carefully recording and establishing customer files can bring new business opportunities to auto 4S shops or auto dealers. At the same time, it can point out a new development direction for the promotion of enterprise service concept, and also provide a strong basis for the overall development direction and long-term strategic goals of enterprises.
5. Reasonably increase service outlets and try to be accurate. Car 4S shops or car dealers should not only pay attention to the services in some big cities, but also consider developing service outlets in small and medium-sized cities. In addition, automobile problems often occur on expressways, so we should consider setting up some service stations on expressways to facilitate customers' emergency rescue service needs. It is not inevitable that there are disadvantages in the after-sales service of automobile 4S shops or automobile dealers. They should be meticulous in after-sales service, consider the problem from the customer's point of view, be meticulous in service attitude and service quality, open a 24-hour service hotline, and prepare for customer emergency.
6. Strengthen industry communication and provide perfect insurance and credit business. With the rapid development of the automobile industry, various businesses of insurance companies and banks are gradually involved in this field. As the saying goes, every industry has its own rules and regulations, which leads to some conflicts between the insurance business of insurance companies and the credit business of banks and the provisions of the automobile industry, so we should try our best to formulate corresponding measures to improve these deficiencies. For example, providing consulting services and handling various formalities. , reduce some unnecessary business processes. The enterprise that has done better in this respect is Jiefang FAW Finance Company, which provides loans directly to users, greatly facilitating the requirements of customers and reducing some unnecessary procedures. In addition, insurance companies should also be "fair" in the face of customer claims, without harming the interests of customers. Generally speaking, automobile 4S stores or automobile dealers should communicate with insurance companies and banks to provide "convenient and thoughtful" services to customers, and at the same time achieve * * * win-win situation in various cooperative industries to win customer loyalty and satisfaction.