1. Appointment Methods:
Available via: Phone appointment, Official website appointment, Walk-in appointment.
2. Information Registration:
Owner's name, contact details, license plate number, vehicle VIN, description of vehicle issue/fault, and requested service items (e.g., routine maintenance, specific repair, software update, battery inspection, etc.).
3. Pre-check Work Order Generation:
The service advisor generates a preliminary work order based on the appointment information.
1. Vehicle Handover:
Upon the owner's arrival, the service advisor verifies identity and vehicle information.
2. Service Confirmation & Work Order:
The service advisor clarifies the owner's specific needs in detail, restating the symptoms or maintenance requests.
3. Estimate & Authorization:
Based on the confirmed service items, the service advisor provides an estimated cost for repairs/maintenance and the expected completion time, obtaining the owner's signed authorization.
If new issues are discovered during diagnosis or repair, additional service items are needed, costs exceed the estimate, or the delivery time is delayed, the service advisor must communicate proactively and promptly with the owner, explain the situation, and obtain renewed authorization.
1. Payment & Invoicing:
The service advisor prints a detailed final invoice listing parts costs, labor costs, material costs, etc., based on the completed work order items.
2. Vehicle Handover Explanation:
Provide a detailed explanation to the owner of the services completed and the issues resolved. Finally, return the cleaned vehicle to the owner.
3. Customer Sign-off:
The owner signs the work completion form or vehicle delivery confirmation form.
1. Post-Service Follow-Up:
Typically within 24-72 hours after vehicle delivery, the manufacturer or dealer customer service center conducts a follow-up (via phone or online survey) to understand the owner's satisfaction with the service.
2. Issue Resolution:
Any problems or dissatisfaction reported during the follow-up must be promptly addressed and resolved by the service center to improve customer satisfaction.
3. Relationship Management:
Regularly send maintenance reminders, event information, and vehicle usage tips to maintain customer relationships.