外文翻譯--服務(wù)的核心流程

1 附 錄 A1 Core processes in the service 1 Porsche After Sales Standards Porsche After Sales Standards include instruments, design and equipment speci fications, competences, processes, systems and working methods and are essentially designed to achieve two objectives: To structure day-to-day work efficiently and actively in a professional and customer-orient way To guarantee the Porsche brand identity and its brand value in the market. In simple terms: The standards form the basis for the success of the Porsche brand in the market. Porsche car service processes in Table 1 、 Table 2、 Table 3. Table 1 Porsche After Sales guiding principles and retail standards After Sales guiding principles 1 Top priority is given to the customer, his needs and requests. Vehicle acceptance is always well prepared 2 We give the customer a sense of attention to detail and competence. His vehicle is in the best possible hands 3 We can always be reached and are always friendly and customer-oriented 4 The entrance to our premises and parking spaces are clearly marked and customer-friendly 5 We make sure that our Porsche Centre is easily accessible for customers. 6 Every customer is greeted in a friendly manner before being offered immediate assistance 7 The customers vehicle is ready for collection at the agreed time 2 8 Our customer areas are clean, attractively designed and easy to find 9 We always explain the invoice to the customer in detail and transact payment quickly and discreetly 10 We always hand the vehicle over to the customer in person. 11 We contact our customers within a period of 5 days to determine how satisfied they are with our service 12 We carry out active After Sales marketing and offer our customers the best service. Table 2 Talks/arranging appointments 1. Telephone calls 1.1 Our Porsche Centers can always be contacted by telephone during office opening hours 1.2 We accept calls directly (after max.3 rings) or calls will be queued if the lines are busy 1.3 Outside of business hours, calls are picked up by an answering machine or telephone service, which provides information on opening hours and our emergency service(Porsche Assistance)and allows callers to leave a message(e.g. a call-back telephone number) 1.4 We ask for the customers name, address, telephone number and details of when is the best time to call 1.5 We then address the customer by name at all times 1.6 We arrange a workshop appointment for our customers within one week 1.7 When arranging the workshop appointment, we ask the customer whether he needs a demonstration vehicle 1.8 We find out what the customer needs or what problems he is having with the vehicle We record specific details of the complaints by asking key questions 1.9 We assign a contact person (service advisor) to the customer for vehicle acceptance 1.10 We provide the customer with a description of our location or a location diagram. 3 2. Employees 2.1 We always answer the telephone with a greeting, stating the name of the Porsche Centre and the name of the person answering the telephone 2.2 At the end of the call, we thank the customer for calling. 3. Planning 3.1 We ask the customer for the mileage, model and details of the problem with the vehicle so that we can estimate the repair time as accurately as possible 3.2 We tell the customer how long we anticipate that his car will need to stay with the Porsche partner 3.3 We ask the customer for details of when the next MOT and emission test is due (if the customer data is not entered in the customer database) in order to link the repair and service order, if possible 3.4 We arrange a workshop appointment with the customer 3.5 We remind the customer to bring the vehicle identification document, Guarantee and Maintenance Booklet, rim bear and the radio code card 3.6 Preparations for carrying out repair work are undertaken in a professional way, e.g. by ordering the required parts in good time 4. Pricing 4.1 The customer is given a binding quote for the agreed services.(parts and labour) Table 3 Entrance to our premises 1. Entrance 1.1 The entrance to the Porsche Centre is sign-posted clearly from the street 1.2 We give our customers quick instructions on how to find us in the form of appropriate signs.(e.g. Service Acceptance) 1.3 Customers find our signs easy to understand 1.4 The route and signs leading to the customer service area are well lit up even in the dark 2. Parking spaces 2.1 We make sure that there are sufficient marked parking spaces for our customers.(Guideline:4 per standard workplace) 4 2.2 Some of these parking spaces are reserved for the Service Acceptance area.(Guideline: workshop operations per day x 2,at least) 2.3 The parking spaces for our customers are marked and are easy to find 2.4 The parking spaces for our customers are close to the customer service area and are spacious 2.5 The parking spaces for our customers are well lit up in the dark 3. Corporate identity 3.1 The signs, architecture and external features (pylons, logo, facade band, secondary signs, service band) are all CI-compliant 2. Repairs Objective： Your customer expects technically perfect service-thats why he visits a Porsche partner. Porsche is better at repairs and maintenance work than anyone else. You must now show the same degree of professionalism in the technical area as you and your colleagues have shown in the previous process steps. Whats important here is a high quality of work with a high level of service and above-average productivity. The result is perfect repairs all done and dusted by the promised completion date. This makes good business sense and ensures customer satisfaction at the same time. Positive effects ： This is where all interfaces run together. Depending on how everyone works together and communicates with each other, and depending on a predefined structure as well as the preparations and follow-up for the individual Steps, the result can be seen in the service figures, productivity and-in particular-in the level of service. Investments： Investments are needed in the workshop equipment area (tools, special tools, IT equipment, PIWIS, testers, etc.). 3. Quality control/pre-delivery inspection Objective： Quality control and the final inspection ensure lasting customer 5 satisfaction. Your customers expect the vehicle to leave the workshop in perfect condition. Make sure they are not disappointed. Positive effects ： After providing a technically perfect service, the next thing you have to do is create the related invoice quickly and completely while pre-delivery inspection so that the work that was done can be paid for immediately. The customer is thus impressed by your professional approach when he comes to collect his vehicle and you actively contribute to reducing the number of complaints received. Investments： Implementing quality control and pre-delivery inspection as described below requires a lot of discipline for adhering to the standards. A financial commitment is not required. 6 附 錄 A2 服 務(wù) 的 核 心 流 程 1.Porsche 售 后 服 務(wù) 標(biāo) 準(zhǔn) Porsche 售后服務(wù)標(biāo)準(zhǔn)包括儀表、設(shè)計和設(shè)備 規(guī)范、能力、流程、系統(tǒng)和工作方法，并且必需能夠?qū)崿F(xiàn)兩個目標(biāo)： 以專業(yè)和以客戶為本的 方式積極有效地安排 日常工作 保證市場中的 Porsche 品牌形象及其品牌 價值 簡而言之： 標(biāo)準(zhǔn)構(gòu)成了市場上 Porsche 品牌成功的基 礎(chǔ)。 保時捷汽車服務(wù)流程見 表 1 、表 2 、表 3 。 表 1 Porsche 售后服務(wù)指導(dǎo)原則和零售標(biāo)準(zhǔn) 售 后 服務(wù) 指 導(dǎo)原 則 1 賦予 客戶 最 高優(yōu) 先 權(quán)， 滿足 他 的需 要和 要 求。 始終 作好 充 分準(zhǔn) 備 進(jìn)行 車輛 接 收。 2 帶給 客戶 一 種關(guān) 注 細(xì)節(jié) 并具 備 專業(yè) 能力 的 感覺 。 讓客 戶感 到 他的 車 輛由 最有 能 力的 員工 負(fù) 責(zé)。 3 可以 隨時 與 客戶 保 持聯(lián) 系， 態(tài) 度友 好并 且 做到 以 客戶 為本 4 建筑 物的 入 口和 停 車位 帶有 明 顯標(biāo) 記， 并 且具 有 客戶 親和 力 。 5 確保 客戶 可 以很 容 易地 進(jìn)入 我 們的 Porsche 中心。 6 每位 客戶 都 會受 到 友好 的問 候 ，之 后立 即 得到 幫 助。 7 客戶 的車 輛 按約 定 的時 間提 取 。 8 客戶 區(qū)干 凈 整潔 ， 設(shè)計 風(fēng)格 引 人注 目， 并 且很 容 易找 到。 9 向客 戶詳 細(xì) 說明 發(fā) 票清 單并 快 速而 仔細(xì) 地 辦理 相 關(guān)付 款。 7 10 親自 將車 輛 交給 客 戶。 11 在 5 天內(nèi) 與 客戶 取 得聯(lián) 系， 以 確定 客戶 對 我們 服 務(wù)的 滿意 程 度 12 執(zhí)行 積極 的 售后 服 務(wù)營 銷策 略 并向 客戶 提 供最 佳 服務(wù) 。 表 2 洽談 / 安排預(yù)約 1. 打電話 1.1 在 Porsche 中心的 營 業(yè)時 間內(nèi) ， 確保 客戶 隨 時可 以 通過 電話 與 我們 取得 聯(lián)系。 1.2 能夠 立即 接 聽來 電 ( 在 鈴聲 響 起 3 聲內(nèi) ) ，或 者 在占 線時 依 次接 聽來電。 1.3 除營 業(yè)時 間 之外 ， 將會 由應(yīng) 答 機(jī)或 電話 服 務(wù)接 聽 來電 ，后 者 可提 供有 關(guān)營業(yè) 時間 和 應(yīng)急 維 修 (Porsche 支援 ) 的信 息， 并 且可 以讓 來 電者 留下 信息 1.4 詢問 客戶 的 姓名 、 地址 、電 話 號碼 和最 適 宜回 電 的詳 細(xì)信 息 。 1.5 然后 在交 談 時稱 呼 客戶 的姓 名 。 1.6 在一 星期 內(nèi) 為客 戶 安排 維修 預(yù) 約。 1.7 安排 維修 預(yù) 約時 ， 詢問 客戶 是 否需 要一 部 試駕 車 輛。 1.8 探詢 客戶 的 需 求 或 其車 輛出 現(xiàn) 的故 障。 通過 詢問 關(guān) 鍵問 題 記錄 投訴 的 詳情 。 1.9 給客 戶指 派 一個 聯(lián) 系人 ( 服 務(wù) 顧問 ) 進(jìn) 行 車輛 接 收。 1.10 為客 戶提 供 一份 我 們所 在位 置 的詳 細(xì)說 明 或一 張 位置 圖。 2. 雇員 2.1 接聽 電話 時 先親 切 問候 ，然 后 說出 Porsche 中心名 稱和 接電 話 人的 姓名 。 2.2 通話 結(jié)束 時 感謝 客 戶來 電。 3. 計劃中 3.1 向客 戶詢 問 其車 輛 的行 駛里 程 、車 型和 所 存在 的 故障 的詳 情 ， 這樣 就可 以 盡量 準(zhǔn) 確地 估算 出 所需 的修 理 時間 。 3.2 告訴 客戶 我 們預(yù) 計 他的 車輛 需 要在 Porsche 中心放 置多 長時 間 。 3.3 詢問 客戶 有 關(guān)下 次 MOT 和排 放 測試 到期 日 的詳 情 ( 如 果客 戶 數(shù)據(jù) 沒有 輸入到 客戶 數(shù) 據(jù) 庫中 ) ， 以便 在 可能 的情 況 下鏈 接 維修 和服 務(wù) 工單 。 3.4 為客 戶安 排 一次 維 修預(yù) 約。 3.5 提醒 客戶 攜 帶車 輛 識別 文件 、 保修 和保 養(yǎng) 小冊 子 、輪 輞編 碼 和收 音機(jī) 編8 號卡 。 3.6 按照 專業(yè) 方 式開 始 進(jìn)行 修理 工 作的 準(zhǔn)備 工 作， 例 如及 時定 購 所需 的部件。 4. 定價 4.1 客戶 接到 一 份經(jīng) 過 認(rèn)可 的維 修 報價 。 ( 部 件和 工 時 ) 表 3 建筑物入口 1. 入口 1.1 從街 道上 看 ， Porsche 中心的入 口要 有明 顯 的路 標(biāo) 1.2 向客 戶 提 供 簡要 說 明， 讓客 戶 可以 通過 相 應(yīng)的 標(biāo) 志找 到