汽车维修公司前台接待员培训讲义.pdf

{客户管理}汽车维修公司 前台接待员培训讲义 x 侵权必究 东莞市粤创蓝天汽车维修有限公司前 台接待员培训教材 目录 第一部分：训练············································2 第二部分：实战············································3 第一课时：岗前培训············································3 第 一 节 、 公 司 简 介 （ 成 立 时 间 ， 服 务 内 容 ， 组 织 结 构 等）·································3 第二节、前台接待员的工作职责············································4 第三节、前台接待员的形象礼仪要求············································4 第二课时：前台接待员应具备的专业知识一：·······································9 第三课时：前台接待员应具备的专业知识二：·······································10 第四课时：前台接待员所应具备的专业知识三：·····································11 第五课时：前台接待的工作流程············································26 一、预约：············································27 二、迎接客户：············································27 三、问诊：············································28 四、填写接车单············································28 五、引领客户进休息室（或送走）：············································29 六、车辆交给车间派工作业：············································29 七、跟踪维修进度：············································29 八、车辆维修过程中增加项目：············································30 九、输入客户资料：············································30 十、通知客户提车：············································30 十一、欢送客户：············································31 十二、回访：············································31 第六课时：前台接待员应具备的工作能力一：····································31 维修前问诊标准话术············································31 一、前台接待············································31 二、维修前问诊············································32 三、制单流程············································33 四、维护修理流程············································33 五、交车流程············································34 六、结算流程············································35 七、跟踪服务············································35 新增服务：············································35 第七课时：前台接待员应具备的工作能力二：·························