China is becoming the second largest automobile consumption market in the world. At present, the number of cars in China is about 30 million, and it is expected to exceed 60 million in 20 10. With the continuous development of the automobile aftermarket, the demand for automobile-related jobs is also increasing, but the quality of employees has not improved. For example, the receptionist at the front desk of automobile maintenance can be said to be a spokesperson for maintaining the professional image of a company. Through her work, it helps to evenly distribute the daily workload of enterprises, increase the number of working hours in maintenance orders and the number of parts sold, increase profits for enterprises, reduce rework, improve labor efficiency, and then optimize customer satisfaction and loyalty. Every automobile maintenance company attaches great importance to the importance of reception staff. However, through the investigation of the automobile industry in Yangzhou and its surrounding areas, all levels of maintenance stations, including some 4S shops, failed to achieve the expected goal, either the service process was not standardized or they were replaced by automobile maintenance personnel. Some enterprises (private and private enterprises are more prominent) misjudged the psychological needs of most customers, or arranged some beautiful women or people who can speak but don't know the technology to meet the psychological needs of some individual customers. The quality of this kind of front desk business personnel is far from meeting the requirements of modern automobile maintenance enterprises, and sometimes even reduces the image of enterprises in the eyes of customers. Therefore, it is necessary to standardize the service process of the front desk receptionist of automobile maintenance and improve the quality of its employees quickly. The front desk business personnel of an automobile maintenance enterprise must have the following qualities: 1, with professional automobile theory, rich maintenance experience and familiarity with enterprise business processes; 2. Be familiar with the charging standards of this enterprise; 3. Familiar with the coding of professional auto parts and the prices of common parts; 4. Familiar with insurance and claims regulations, and understand the corresponding policies, regulations and systems; 5. Understand the psychology of customers and be good at communicating with customers. Therefore, he is probably one of the best employees in the enterprise. No matter his character, character or technical quality, he must be first-class. His words and deeds represent the quality and culture of the enterprise, the depth and breadth of customer service, and the technical strength and management level of the enterprise. Before entering the service process, the front desk business personnel of automobile maintenance enterprises should first understand the following contents. First, understand customer needs: sincere treatment, accurate diagnosis, reasonable charges and effective maintenance. The core of nursing service is care and solicitude. Second, understanding customer satisfaction Customer satisfaction is to see whether customers have a sense of satisfaction and pleasure after receiving services; Whether there will be loss and disappointment; Is there an imbalance between dissatisfaction and satisfaction? Therefore, customer satisfaction is the comprehensive commitment of all employees to meet the highest service standards at all times.