Summary of 4s automobile after-sales service 1
The intensified price war in the domestic automobile market and the overall economic environment of national macro-control have caused great difficulties to the daily operation and development of a company. With the joint efforts of all employees, a company has made a historic breakthrough, and many indicators such as vehicle sales and profits have reached record highs. As the general manager of a branch, I am also honored to be awarded the "Outstanding Leadership Contribution Award". Looking back on the whole year's work, I feel that I have gained something in the following aspects and would like to share it with my colleagues in the industry.
First, strengthen the face of market competition, subdivide user groups without relying on price wars, and implement differentiated marketing.
In view of the business indicators issued by the company's headquarters this year, combined with the spirit of the general manager's instructions at the 20-year business meeting, the branch will focus on differentiated marketing and improving the quality of marketing services throughout the year. Facing the increasingly fierce price competition in the market, our Hanyang branch did not blindly enter the misunderstanding of "price war". I often say that "price is a double-edged sword", and moderate price promotion is helpful to sales, but unlimited price war is tantamount to suicide. What kind of strategy should be adopted in the off-season of automobile sales? We groped for a set of countermeasures:
Countermeasures 1: Strengthen the target management of the sales team 1, standardize the service flow; 2. Make daily work tables; 4. Regularize the inspection work; 5. Regularize the morning meeting and training meeting; 6. Check the service indicators.
Countermeasure 2: subdivide the market, establish differentiated marketing 1 and conduct detailed market analysis. We have further subdivided the previous key markets, and formulated different sales strategies for different market segments to form differentiated marketing; According to the sales situation in a certain year, we have identified four major markets: taxis, group users, university markets and scattered users. We have adopted corresponding marketing strategies for these four major markets. For government procurement and taxi market, we have increased investment, set up a taxi sales group and a mass user group, and the branch has become the governing unit of a taxi association, making more use of the propaganda of trade associations to correctly guide taxi companies and publicize certain brand policies. Usually take the initiative to come to the door, communicate and feedback regularly, and closely track the market dynamics. In view of the good opportunity to upgrade taxis in a certain market in the past two years, we have always maintained a good cooperative relationship with taxi companies, taking the initiative to learn about the taxi company's demand for changing cars, driver behavior and ideological trends; Follow up with the taxi company by phone every week, and provide on-site service once a month to understand the use of new taxis and solve some common faults on the spot; Negotiate with taxi companies to provide on-site training on taxi drivers' skills and maintenance knowledge.
In view of the high level of knowledge of college students' consumers, we give priority to Picasso's recommended sales, supplemented by Citroen's brand introduction and cultural propaganda, so that they can feel Citroen's long history and rich corporate culture connotation. In addition, we also joined hands with the logistics group of a city university, and successively joined hands with the logistics team of a polytechnic university to set up a maintenance service point on campus, bring the service of a city to the university, and conduct free clinic and maintenance inspection at the university branch regularly, thus establishing a good brand image within the university and driving the sales of the university market.
Countermeasure 3: Pay attention to information collection and make scientific guesses. Today's market opportunities are fleeting, and cruel and fierce competition is ever-present. Scientific market speculation has become the guidance and basis for formulating phased sales targets. The off-season is coming, and every sales message is like a treasure. To some extent, demand information is synonymous with sales. Combined with this feature, we have established a system that everyone collects, communicates in time, and is responsible by special personnel. Based on the data and information fed back by the sales staff at the sales morning meeting before going to work every day, the comparative analysis report of sales in the same period in the previous period is formulated to determine the refinement of the next sales task and the formulation of specific sales methods, and respond immediately if necessary. At the same time, keep close communication with relevant departments of brand department, and actively divert vehicle sources. Increase the planning of work and avoid the blindness of work; While paying attention to the absolute quantity of sales, we strengthen our market share. We regard the market share of the branch as the main assessment index of the sales department. This year, we completed the task of "XXX" and successfully completed the annual sales target issued by the headquarters.
For spare parts sales, we focus on cleaning up some unsalable parts accumulated due to historical reasons, and try our best to reduce the capital backlog of the branch. Due to the change of spare parts business policy this year, the profit margin of dealers has been further compressed. In view of the new market situation, the leaders of the branch held special meetings with the spare parts business department for many times. While actively exploring the peripheral spare parts market, especially the big customer market, combined with the new business policy, a series of spare parts promotion activities were carried out and achieved good results. The sales turnover of spare parts is RMB10,000 yuan. In the case that the low-price dumping in the market has greatly affected the sales of retail outlets, using after-sales service to promote the sales of spare parts in the workshop not only reversed the unfavorable situation, but also promoted the sales of working hours in the workshop.
After-sales service is the window and the backing and guarantee of our vehicle sales. This year, the branch ushered in the peak of after-sales maintenance since its establishment in. To this end, we put forward higher requirements for the after-sales service department, and widely carried out service awareness publicity activities among all after-sales personnel, as well as self-inspection and mutual inspection between teams and groups; A workshop site inspection system attended by department managers every Friday was established, and rectification opinions and time arrangements were put forward for the problems found on the after-sales maintenance site. Users receive special personnel when entering the station, and emphasize language and behavior norms in important links such as car pick-up, trial operation and delivery; In the process of maintenance, emphasize the use of "three cushions and one cover", standardize behavior and language, respect users and care for vehicles; Carry out kanban management in the workshop, receive photos and names of managers on the wall, and accept user supervision. In order to further improve user satisfaction and shorten the waiting time of users, since June, the after-sales service time has been extended to 65438+ 0: 00 am every night, and the after-sales club provides 24-hour all-weather rescue; By improving the software and hardware environment of the after-sales maintenance site, we can provide customers with comprehensive and high-quality services, thus improving customer satisfaction. After-sales maintenance picks up the car several times throughout the year, and the net working hours are 10000 yuan.
Second, strengthen service awareness and improve the quality of marketing services.
20 years is a year of fierce competition in the automobile market. Facing the grim situation, at the beginning of the year, we determined the whole year as the "year of service governance" and put forward the business policy of "promoting sales with service and creating benefits with governance". We selected employees who have been engaged in service for many years to set up the customer service department, and established the branch's own customer return visit system and user complaint acceptance system. Each business department holds a regular service meeting once a week, and a regular service meeting at the department manager level every quarter in combination with the service requirements of the business representative office and the feedback of service scores, so as to strengthen the service awareness at the management level and take service work as the top priority. At the same time, in terms of internal governance, a governance service system in which front-line business departments serve customers and governance departments serve the front line has been established and improved. In the business department, the principle that serving customers and customers are God is emphasized. In the management department, the emphasis is on the awareness of service sales and after-sales front line. Form a governance mechanism of second-line service and first-line service for customers. Actively respond to the requirements of the headquarters, improve the service quality, strengthen the staff's service awareness, hold a regular service quality meeting once a week, summarize the service quality improvement actions last week, and make plans for this week to provide users with high-quality and high-priced services.
And set up a service quality perspective to track the service quality, find the shortcomings in time, and put forward the next improvement plan. Among all the branches under the jurisdiction of the commercial representative office, the service score is always in the forefront, and the after-sales service has won the first place in the national network for many times. While strengthening the software fitness, we have carried out a series of rectification on the hardware facilities of the branch, established the rest area for maintenance users one after another, and took the lead in implementing the "turn-key" project for maintenance; In view of the surge in taxi sales, a taxi sales service team was set up in time, and a special taxi sales office was set up to improve the user rest area. According to the characteristics of the current market and the requirements of the brand department, a series of activities such as "Smile Service in March", "Smile as a Gift on May Day", "Cool in Summer", "Free Inspection on Campus in Autumn", "Free Clinic in Community" and "Warm in Winter" were carried out, which received great response from customers and the service awareness and quality of the branch company were obviously improved.
Third, track the opponent's dynamics and strengthen their own competitive strength.
Internal governance, please come in and go out. Standing still and building a car behind closed doors has long been unable to adapt to the current fierce competition in the auto market. By entrusting relevant professional companies, put forward brand-new schemes and suggestions on the site layout and management of the exhibition hall of the branch company; After work, the General Department of the branch and relevant business departments conducted field research on service stations with a certain scale in a city, especially the competitor's 4s station. Learn from them, learn from each other's strong points, and accumulate first-hand information for future work and business policy formulation.
Fourth, pay attention to team building.
The branch is a whole, and only by giving full play to the enthusiasm of each member can we. Since the beginning of the year, we have established and improved a series of regular meetings, such as weekly manager meeting and monthly business analysis meeting. At the regular meeting, the problems in marketing governance were widely discussed, which not only unified the understanding, but also clarified the objectives.
While strengthening its own governance, it also relies on external professional training to enhance the cohesion and professional quality of the team. By hiring an international professional corporate governance consulting company (XXX) to train employees on how to improve team spirit, the service consciousness and concept of all employees have been further strengthened.
20 years is an extraordinary year. Through the concerted efforts of all the staff in Qi Xin, the operation of the branch has achieved a comprehensive victory, and various operating indicators have hit record highs.
While rejoicing in the achievements, we are also soberly aware of many shortcomings in marketing and after-sales service, especially in the innovation of market development creativity and quality service concept, which still has great potential to be tapped. We should also improve our ability to respond quickly to market changes. Therefore, in the next 20 years, the leadership of the branch will give full play to the team spirit, and Qi Xin will work together to closely integrate "brand marketing", "service marketing" and "cultural marketing" around the theme of "service governance" to ensure the smooth completion of the branch's 20-year operation.
Summary of 4s automobile after-sales service II
Time is always busy in the past. However, I learned a lot, and I learned a lot in the 4s shop. Let's sum up my work and study. Please criticize and correct any mistakes. So-and-so year, so-and-so month, I went to Xinxiang store to do after-sales service. With the care and guidance of leaders and the care and help of comrades around me, I have made great progress in my thoughts and work. Looking back on my work since I joined the company, I mainly have the following gains and experiences:
First, in a strict environment, know your own work and know yourself better.
After I joined the company, I found that my understanding of after-sales service was only superficial, and there were many things I hadn't thought of before. Therefore, my first step is to position myself and understand my work. I feel that a person's ideological understanding, work attitude and work standards are often influenced by the working environment. My ignorance from the beginning to my familiarity now cannot be separated from the help of my superiors and colleagues in the department. If I can sum up the work of our department in recent years, it will be in six words, namely: strict, nervous and busy. Strict work requirements, tense study atmosphere and busy work rhythm. From vagueness to clarity, I fully realized the importance of my work. At work, I was deeply infected by the high standards and strict requirements of the leaders, the positive work enthusiasm and enterprising learning attitude of my colleagues around me, and the tense and efficient work rhythm. I am fully aware that as a member of this group, I can't "discredit" this group at the beginning and drag it into the water. On this basis, I want to integrate into the "study hard and work hard" created by everyone as soon as possible. Under the influence of this environment, I try to get familiar with my work in the shortest time. In the realization of this idea, my work level has also been continuously improved. I always remind myself to keep a good mental state, always set a higher working standard, always safeguard the overall interests and do every job well. This is also an important guarantee that I can better complete my work tasks during this period.
Second, in diligent study, the quality has been improved.
It should be said that the past year was a year of hard work. Because my time in the automobile industry is relatively short, I must make more efforts to do the same standard work well. Through the study, I have made a leap in my post, whether it is car service reception or business knowledge learning. This further verifies the profound truth that "as long as you pay, you will definitely get a return".
Third, seek breakthroughs and innovations in familiarity and make progress in work.
Looking back on the busy work in the past year, from the initial ignorance to the current familiarity, from the young people who have just left the university gate to the quasi-professional people now, from the understanding of colleagues in the department to the close cooperation between them, every big move in the work is a kind of exercise and test for themselves. I will ask myself to be serious, meticulous and meticulous in several tasks such as after-sales car service process.
In a word, the after-sales service of automobiles is still a growing department and a good place to exercise people. I was fortunate to grow up with it. It made me an inexperienced person deeply realize the essence of myself and my work, that is, mutual cooperation. A person can be brilliant, but I can't do anything without the help of others. At work, I learned a lot about work and the truth of being a man. Although I feel very busy and tired, I have also experienced the feeling of happiness in suffering and gain from being tired. I think this will also lay a solid foundation for me to make new progress in my future work and study. I also know that my work is still unsatisfactory. For example, in the reception, it has not yet reached the requirements of Excellence; Sometimes work is too hasty, lack of in-depth and meticulous work style and so on. I will try my best to overcome my own shortcomings, correct my own shortcomings, strengthen my exercise, and contribute to the overall work of the company with excellent performance.
Summary of 4s automobile after-sales service 3
With the active automobile market, the competition of automobile after-sales service stations is becoming more and more fierce. In order to improve the service quality and win more users, the maintenance station is also trying its best to cultivate and retain more users. So, how should a service consultant do his job well?
1, greet customers actively and enthusiastically.
The service consultant's first impression on the customer is very important, which is directly related to whether the customer is willing to repair the car here and to the business development. To this end, we should do the following: first, warm and friendly reception, such as introducing ourselves to new customers and handing in business cards; The second is to treat customers equally, whether local or foreign, old friends or new customers. Never chat with old friends or take care of new customers. The third is to answer all questions. Service consultants should be familiar with all kinds of vehicles and fully grasp the situation of the factory. If there is anything unclear, you should try to inquire by computer or telephone. Don't run around, putting customers aside will make customers feel that your business is unfamiliar and your management is chaotic. Fourth, when the business is too busy to keep customers waiting, we should politely ask them to wait, arrange for people to deliver drinks or even meals, and offer valet permission to receive new customers first, because new customers are exactly the resources we want to develop.
2. Be sincere when talking with customers.
First of all, listen carefully to the customer's introduction and don't interrupt the other party's speech casually. If complaints or warranty periods are involved, please make records carefully and don't jump to conclusions easily. Secondly, when introducing the situation to customers, try to use easy-to-understand language and avoid using difficult technical terms. If you meet a customer, say, "It's up to you. If it is broken, fix it. " Service consultants should not be self-righteous or too casual, but should explain every job to the owner clearly, such as why, what benefits, how long it will take, how much it will cost, and so on. This not only avoids the unnecessary trouble when settling the expenses, but also reflects the confidence of customers to spend money on repairing the car.
3, vehicle handover inspection should be careful.
When handing over the car, the service consultant and the customer should drive the car to the elevator platform after checking the engine, and check some parts on the chassis that are prone to problems with the customer, such as the oil pan, which will deepen the customer's trust in the repair shop. When consulting customers about the fault phenomena, we should be comprehensive, such as whether it is cold or hot, whether it is high-speed or low-speed, whether it is empty or full, whether it is driving on the road or on the dirt road, what additional equipment is installed in the car, when it is maintained, what parts have been repaired before, when the fault occurs, whether it occurs frequently or occasionally, and so on. If necessary, you should test drive the car with the customer. During the test run, you should avoid sudden refueling, sudden "braking", high-speed reversing, turning, etc. This will make customers feel very distressed about the car, especially the maintenance of advanced audio and car electrical appliances. Don't touch it easily.
4. Fill in the consignment note truthfully and in detail.
After vehicle inspection and diagnosis, the entrusted repair order shall be filled in truthfully and in detail, mainly including: 1. Customer's name, address, telephone number, date of entering the factory, vehicle type, license plate number, chassis number, engine number, number of parts, driving distance, fuel quantity and other information. Second, the specific project content, required completion date and warranty period of factory maintenance; Third, some major explanations and the signatures of service consultants and customers. The consignment note shall be made in at least two copies, one kept by the customer and the other kept by the repair shop. But there are also many well-managed repair shops, with 4~5 consignment notes and computer storage. In particular, the wording on the consignment note should be rigorous and operable, and at the same time leave enough room for manoeuvre for yourself.
5, estimate the maintenance cost and time limit for a project to be accurate.
Estimating the maintenance cost and construction period is a very sensitive issue, and a little carelessness may affect the customer source. When estimating the maintenance cost, it is easy to calculate the maintenance cost for simple or obvious faults. However, for the parts that need further inspection, it is necessary to take into account the parts that may have problems, truthfully tell the customer how much the cost cannot exceed, and write the budget on the entrustment form as the basis for future accounting; At the same time, if other damaged parts are found during maintenance, please ask the customer whether they can be replaced at any time.
When estimating the maintenance cycle, that is, the scheduled delivery period, we should consider comprehensively and leave room, such as the materials to be predicted, maintenance technology, or the need to suspend the maintenance of some cars due to other urgent tasks. Because once the deadline is set, we must make every effort to complete it, otherwise it will bring some unnecessary losses to customers and repair shops.
6, the completion inspection should be serious and thorough.
After the vehicle is repaired, the inspection of the repair items is an important part of the work of the chief inspector. It must be carefully and thoroughly inspected, and a road test should be carried out if necessary. Inspection items mainly include: check whether all repair items meet technical standards and work normally against the entrusted repair list; Check whether the vehicle connection parts are firm and intact, especially whether there are hidden dangers in the safety (steering, braking) and other parts; Check whether other vehicle parts are damaged or lost during maintenance, and if so, make up them in time. In short, the customer can only be informed to pick up the car after everything is confirmed to be all right.
7. Be patient with vehicle handover.
Customers will generally carefully check and accept the repaired vehicles. In this regard, the service consultant should have full patience, actively cooperate with the customer's road test and vehicle inspection, and explain and explain the matters needing attention at any time to avoid letting the customer accept or inspect the vehicle alone, so as to avoid losing big because of small. Especially for some difficult customers (such as stingy, unreasonable, suspicious, etc. ), we must overcome irritability, patiently cooperate with customers' acceptance, and let them come happily and leave satisfactorily, because this is directly related to whether customers will come again in the future.
8. Be open-minded when encountering maintenance quality (quality) problems.
After the repaired vehicle is delivered for use, the service consultant should be sincere when the customer returns to the factory for consultation or claims for maintenance, especially for some concerned or unreasonable customers, and should listen modestly and make records carefully, and then analyze and judge according to the situation to find out the cause of the problem. If it is because of maintenance, you should apologize and deal with it in time; If it is due to accessories or customer operation, it should be explained clearly and give the customer a satisfactory answer. Never deny your fault, either looking for the factory director or looking for the factory director will inevitably lead to the "closure" of the repair shop.
Service consultants play a leading role in maintenance, that is, taking customers as the center, organizing and coordinating the work of various departments, and truly achieving customer satisfaction.
Summary of 4s automobile after-sales service work 4
Over the past year, under the correct leadership of the leadership, with the active support and great help of my colleagues, I have performed the duties of floor foreman well and successfully completed my work tasks, which has been well received by guests and colleagues and affirmed by the leadership. To sum up, I have gained a lot.
1. Work overtime and finish the renovation as soon as possible.
The most important work of this year's guest room is the early decoration. Since receiving the notice to go to work in April, we have overcome many difficulties and carried forward the spirit of not being afraid of hardship and fatigue in order to put the new room into use one day earlier. On the basis of my own work, I worked overtime every day and fought continuously, and completed the indoor and outdoor sanitation work in the early, middle and late stages of cleaning, placing and decoration of old and new furniture in a short time, ensuring the decoration and timely rental of rooms.
2. Assist the department manager to handle the daily work of housekeeping department.
In order to better assist the daily work of the department manager, the foreman has been working under the regular day shift system since this year. The implementation of this system means that the foreman must take part in the work every day, supervise and participate in various service work every day. Worrying, laborious and unpleasant work may not be completed. However, in order to live up to the expectations of the leaders and not affect the normal operation of the company, I work tirelessly every day, and I have been taking part in the work except for a few days of sick leave due to injury. In this way, we will not have accidents on the second and third floors due to poor supervision or human factors.
3, reasonable arrangement of floor personnel on duty, shift work.
It is a very important link for floor attendants to change shifts and be on duty. In order to ensure that the waiters can do a good job in the company and not miss things at home, we adopt the way that the foreman works with the day shift every day, so that the foreman can exercise his heart, supervise every work of the waiters in real time, and try his best to do what he can't do and can't count on. Let every staff member devote himself to the service work with no worries and face the guests with a brand-new attitude every day.
4, cooperate with the manager to do a good job of reception and arrangement, timely handle the problems found in the work, and report the problems to the leader in time.
As a foreman, the main job is to cooperate with the department manager to upload and distribute difficult problems. At the beginning of the business, all the work needs to be straightened out. Put your hands into the reception work of opening customers before you are ready. There are many customers, some staying in hotels, some celebrating, many strange faces coming and going, and a large part of the staff are novices. I steadied myself secretly, tracked and reminded every staff member of every detail, and made careful arrangements to make the opening reception work go smoothly. The newly installed guest room has various maintenance problems such as water, electricity and telephone. Every detail is recorded in detail, reported to the manager in time, and solved quickly, without leaving adverse effects on new customers. At the same time, the expectations of employees will be reported to the leaders through normal channels in time, and the leaders are expected to solve them.
5. Do a good job in floor safety, fire prevention and hygiene.
From the first day of work, the company leaders have re-emphasized the safety issue, so the safety issue has always been the top priority of our usual work. Therefore, I emphasize safety in every item of my daily work. Pay attention to the links in rounds. Cigarette butts on the bed, floor and corridor carpet are the biggest hidden dangers. The first question, of course. Secondly, in order to do a good job in hygiene, we have also made detailed arrangements: the system of "three cleanings", "three degrees" and "two inspections", including room hygiene, bed hygiene and bathroom hygiene. "Three degrees" means that the quilt has an angle, the furniture has brightness, and the working process has speed; The "two inspections" system means that the health worker completes the self-examination and asks the foreman to review it. Adhere to the "one-day check" system of vacant rooms, find existing problems in time and solve them in time, and strive to reduce omissions.
6, set an example, supervise and inspect the floor service personnel to do a good job of service.
Setting an example is the key for me to do my job well, and it is also a magic weapon to convince people. Except for the normal day shift every day. In the process of cleaning, I have been directly involved in cleaning, and found that there are unqualified procedures or incomplete cleaning. I not only pointed out the problem, but also personally redone the demonstration so that the same mistake will not appear twice in the same person. In this way, new employees will quickly adapt to their jobs, and old employees can not only do their jobs well, but also bring any new employees. In our daily service work, we are almost responsive. Answer customers' questions, guide customers to open the door, guide customers to use the facilities in the guest room, and even help customers shop in the small supermarket at the door when they are not busy. The so-called big river has water and the small river is full. We hope to exchange our excellent service for the rapid development of the company. I hope our work will not be in vain.
7. Do a good job in ideological work while doing a good job in service, so as to achieve unity, friendship, mutual assistance and progress.
Ideological work is the primary task of all work. Do a good job in ideological work, and its key work will be half completed. How can we achieve proper unity and give full play to the overall role of our small groups on the second and third floors? This job is a job.
In our long-term and daily work, our personnel are constantly changing and our structure is constantly adjusting. The content of ideological work is constantly changing. Understand their personalities, ways of speaking and living conditions in their daily work, so as to prescribe the right medicine. We always take the company's investment as the introduction, take the company's future development scale as the goal, and take the current global economic situation as the main example to talk about employment difficulties, good development prospects, and the benefits of the company are our own benefits. Make employees deeply understand from the ideological point of view, so as to seriously invest in their work.
8, earnestly perform their duties, and earnestly complete other work assigned by the superior.
We always finish all the work arranged by the manager strictly. Of course, we also report the requirements and hopes of employees to the superior leaders in time. I think only when employees are satisfied from the heart can they devote themselves to his work more enthusiastically and wholeheartedly. Only when employees face customers with physical and mental pleasure can customers feel really at home.
Over the past few days, with the correct guidance of the two leaders and the joint efforts of everyone, * * * has received foreign customers, sold rooms and earned RMB. Although some economic benefits have been achieved, there is still a big gap with the expectations of leaders. In 2009, I will spare no effort to lead my colleagues to make persistent efforts, improve our service quality, improve our service level and comprehensively improve the company's efficiency. Create a new situation in service work.
Service work summary related articles:
1. Four Summary Papers on Personal Work in Service Industry
2. Four model articles on customer service annual work summary.
3. Five selected after-sales service model essay summary reports.
4.20 19 five essays on service summary.
5. After-sales service work summary model essay daquan
Design the half-year work plan 1
First, strengthen the team and create a better future.
A good team is to have a complete team and a dynamic team.