After-sales service is a major component of the service provided by ancient automobile repair enterprises. Doing a good job in after-sales service not only relates to the quality and completeness of our company's products, but also to whether the customer truly and fully feels satisfied. For this reason, this system has been formulated.
(1) After-sales service work is carried out by the Business Department.
(2) Content of after-sales service work:
1. Organizing customer information and establishing customer files
When customers bring their cars into the factory for maintenance or come to the company for consultation on automotive technical services, after completing the relevant procedures or negotiations, the Business Department should organize the relevant customer information within two days, create a table, establish an archive, and place it in an archive bag. The relevant customer information includes: customer name, address, telephone number, date of delivery or visit, vehicle model, license plate number, vehicle type, maintenance items, maintenance cycle, next maintenance date, services that the customer hopes to obtain, and records of repairs and maintenance conducted at our company (see "Basic Information Form for Customer Files" for details).
2. Based on customer file data, study the needs of the customer
Business personnel will use the customer file data to study the customer’s needs regarding car repair and maintenance services and related aspects, identifying the content of the “next” service such as informing the customer about regular maintenance, inviting them to participate in company social events, informing them about company discount activities, reminding them to enter the factory for timely repairs or free inspections, etc.
3. Conduct follow-up services through telephone or letter contact with customers
Business personnel will provide the following services to the customer via telephone contact:
(1) Inquire about the customer's car usage situation and opinions on our company's services;
(2) Ask if the customer has any new service needs that require our company's attention;
(3) Inform about relevant car usage knowledge and precautions;
(4) Introduce various services recently provided by our company, especially new service contents;
(5) Introduce various promotional social events recently arranged by our company for customers, such as free inspection weeks, discount service months, car usage knowledge evenings, etc., clearly informing the content, date, and location;
(6) Provide consulting services;
(7) Visit the customer.
After-Sales Service Management System
(3) Provisions for after-sales service work:
1. After-sales service work is carried out by specialized business personnel designated by the head of the Business Department - the Follow-Up Business Officer.
2. Within two days after the customer completes the procedures for delivering the vehicle for repair or finishes consultations with the company, the Follow-Up Business Officer should establish the corresponding customer file. The content of the customer file is detailed in Article 1 of Section 2 of this regulation.
3. While establishing the customer file, the Follow-Up Business Officer should study the potential needs of the customer and design targeted conversation content and communication times for the "next" service.
4. Within three to seven days after the customer takes delivery of the repaired vehicle or finishes consultations with the company, the Follow-Up Business Officer should proactively contact the customer by phone for the first follow-up after-sales service and exchange views on topics of interest to the customer. During the phone call, the officer should actively inquire about the condition of the vehicle maintained or repaired at our company and solicit the customer's opinions on our company's services, demonstrating our sincere concern for the customer and our pursuit of satisfactory service. Key points from the customer's remarks should be recorded, especially requests, expectations, or complaints, which must be clearly documented and promptly addressed. If possible, answers should be given immediately; if not, the issue should be studied as soon as possible after the call, and solutions found. If still unresolved, the matter should be reported to the Business Department head within two days for instructions on how to proceed. Once a solution is obtained, the customer should be informed on the same day, ensuring a satisfactory response.
5. Within seven days after the first follow-up service post-sale, the Business Follow-Up Officer should conduct a second follow-up phone call with the customer. The phone content should focus on topics of interest to the customer, avoiding repetition, being targeted, and continuing to demonstrate our sincere concern for the customer.
6. After the company decides to hold customer social events, preferential service events, or free service events, the Business Follow-Up Officer should notify the customer two weeks in advance by phone, followed by sending out notice letters within two days depending on the situation.
7. Every follow-up service phone call, including incoming consultation or complaint calls from customers, should be recorded by the handling business officer, entered into a table (attached), stored in the archive, and the phone log form archived and retained.
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