苏ICP备112451047180号-6
时间就是金钱，在今天这个凡事以快致胜的时期，时间不只仅与金钱相关，它还常常与客户称心度严密相连。正由于如此，力图让客户感遭到人性化效劳体验的斯柯达不断把降低客户在店内的等候时间作为制定效劳流程的准绳之一。
相比效劳预定、车间维修、缴费交车等环节，普通的车主可能会对效劳准备这个环节比拟生疏，这主要是由于，效劳准备的整个过程通常在车主的车辆到店前曾经停止终了。客户进店后主要感遭到的是斯柯达高质量的效劳，而在这些精彩效劳体验的背后，效劳人员所作出的努力常常并不为人所知。
用稍显单调的言语来描绘“效劳准备”这个环节的话，那么这个准备过程主要包括了这样几个关键步骤。首先是效劳参谋取得预定用户的信息，然后把这个信息输入到上海群众斯柯达专用的SVW-Ⅱ系统。依据用户预定的不同效劳内容，效劳参谋会通知备件部门准备相应的配件，必要的话备件部门以至对配件停止标志。与此同时，车间调度人员也会从效劳参谋那里取得预定车主的信息，从而为此布置工位和技术人员，在车间的看板上也会标注行将到来车辆的信息。在备件部门以及车间停止这些准备工作的同时，效劳参谋会在客户预定的时间到来前1小时、15分钟分别致电车主以确认到店精确时间。假如客户可以如约而来，此时，车间里的工位、零配件以及所需的工具曾经准备好，客户预订的效劳完整可以保证高效高质量地完成。假如客户由于某种缘由无法到店或者延迟到店，则效劳参谋同样会通知内部各部门取消或者延迟这项预定效劳。
关于目前大量尚没有养成预定习气的用户，斯柯达同样也为客户的到来停止了精心准备。比方依据平常客户到店习气和进场数量的统计结果，经销商会在备件仓库准备充足的常用备件，同时，车间里技术人员的工作时间以及工作量的布置也会停止动态调整，以满足不同时间段客户进场波峰波谷的需求，从而最大限度地进步维修工作效率，进步车主对效劳的称心度。
Shanghai Volkswagen skoda after-sales service series
Time is money, in today's things to fast winning time, time is not related with money, it is often closely connected with customer satisfaction. Because of this, try to let the customer feel the humanized service experience of skoda has to consider the customer in the store of wait time as one of the principles of formulating service process.
Compared service appointments, workshop repair, expends pay, general owners may be on the service for this link is strange, this is largely because, services for the entire procedure is usually in the owner of the vehicle to the front of the store has been completed. Customers into the store after he felt skoda is the high quality service, and behind these amazing service experience, service personnel's efforts are often unknown.
With slightly boring language to describe this link "service", so the preparation process includes such a few key steps. First is the service advisor for an appointment the user information, and then put the information into the Shanghai Volkswagen skoda SVW - Ⅱ system. Depending on the user to make an appointment service content, service consultant will inform the spare parts department to prepare the corresponding accessories, departments of necessary spare parts and accessories are marked. Shop scheduling personnel, meanwhile, will also get booking from service adviser to owner's information, to arrange for this location and technical personnel, on the kanban workshop will also mark the upcoming vehicle information. In the spare parts department and workshop for these preparations at the same time, the service advisor will be before the arrival of customers booking time 1 hour and 15 minutes to call the owner to confirm correct time to shop. If the customer can keep, at this point, the workshop of Labour, spare parts and the tools are ready, the customer reservation service can guarantee high efficiency high quality to complete. If the customer can't to the store for some reason or delay to the store, the service advisor will also notify the internal departments to cancel or delay the reservation service.
For is still not booking habits of users, skoda has also prepared for the arrival of the customer. Such as according to the number of customers to shop at ordinary times habits and approach of statistical results, dealers in the spare parts warehouse will be prepared for plenty of commonly used spare parts, at the same time, the technical personnel's working time in the workshop and the arrangement of the work also can dynamically adjust, in order to meet the needs of different times customers play wave troughs, to maximize the maintenance work efficiency, improve the owner for the service