Summary of service consultant training
After five days of service consultant training, I benefited a lot. These days, I have learned three major projects of Dongfeng Peugeot service consultant-the concept and management of customer satisfaction, the handling of customer complaints and the after-sales service process of Dongfeng Peugeot special agent. This training gave me a deeper understanding of the work of service consultants.
First, the concept and management of customer satisfaction
Enterprises must win the trust of customers. Only by mutual trust can customers be satisfied with your service, your enterprise and your brand, thus realizing brand loyalty.
Customer satisfaction must meet customer needs, exceed customer expectations and meet market competition conditions. Under the influence of consumer awareness and market competition, customer demand has changed from rational demand to perceptual demand and higher-level perceptual demand, which has enabled me to deeply understand the concept of all-round service and finally create a "win-win" strategy for brand image, after-sales benefit and customer satisfaction.
Second, handle customer complaints.
Complaint is the most skillful problem in after-sales service. At present, many 4S shopping malls are very afraid of this problem. Actually, sometimes it's just the opposite. Handling customer complaints well will bring a turn for the better and improve the defects of enterprises. How to handle complaints? How can we achieve "win-win" in complaints? This requires some skill and experience.
1, in the face of customer complaints, we should seize the opportunity to win the trust and recognition of customers, and at the same time show the positive image of the brand and our professional image.
2, identify with the customer's feelings, remain neutral in problem handling, and deal with things first.
3. When considering that the customer has given up the motivation to expand things, provide several sets of treatment schemes for the customer to choose and strive for "win-win".
Third, after-sales service process
Five values of the core process of the after-sales service flow of Dongfeng Peugeot special agent store:1-reflecting the service concept of "customer-centered"; 2- Showing the characteristics and strategies of brand service; 3- Make customers fully aware of the characteristics of operational services, so as to improve customer loyalty; 4- standardize all service outlets with standardized and unified operating standards, and face the actions of customers and waiters; 5- Improve customer satisfaction by optimizing core processes. And the importance of improving service efficiency, booking, reception, maintenance, production scheduling/quality inspection, settlement/explanation before delivery, follow-up visit and other links in the whole process of Dongfeng Peugeot after-sales service.
Four. Service work manual
1. Operation process of service consultant:
Prepare to greet customers → welcome customers → ask and judge faults → fill in power of attorney → confirm power of attorney → receive vehicle maintenance → arrange customers to leave → control workshop process → deliver vehicles internally → explain before delivery → settle accounts → send customers away → follow up and pay a return visit.
2. Service consultants should receive customers efficiently, quickly and thoughtfully. Professional, fast and accurate fault diagnosis, reasonable maintenance price and accurate time estimation will make customers feel your professional and high-quality service, thus enhancing their trust.
3. When receiving the customer's vehicle, it is necessary to install protective parts in front of the customer, which has shown that you can take care of the vehicle, check the appearance of the vehicle, and avoid unnecessary correction when handing over the vehicle.
4. The service consultant shall keep in touch with the maintenance workshop and customers at any time, keep abreast of the maintenance progress of the vehicle, explain the changes to the customers and inform them of the details. Do not modify it yourself to reduce customer complaints.
5. Do a good job in the "three inspections" of the finished car, check the cleanliness and valuables of the car at the same time, confirm the appearance of the car, confirm the delivery time, and notify the customer to pick up the car.
6. Make a good settlement when the vehicle is delivered, and explain the maintenance items and details to customers in detail, which are charges and concessions and which are free, so that customers can have a value-added experience and attract customers to enter the factory next time.
7. For the replacement core, ask the customer whether to take it away or handle it by the maintenance station.
Through this training, I have a new understanding of the position of service consultant, which will help me better in my future work. It allows me to do a good job as a service consultant in a more standardized way, do a good job of comprehensive coordination, timely and accurately grasp the dynamics of customers in all aspects, pay attention to investigation and analysis, and analyze and judge various situations. Finally, I hope that Dongfeng Peugeot can provide some technical training for service consultants, combine ideas with practice, devote themselves wholeheartedly to their work, constantly improve the shortcomings in their work, do their best to create a high-quality after-sales service image of Dongfeng Peugeot and improve customer satisfaction.