DCRC介绍(客户关系中心重点参考)PPT推荐.ppt

DCRC介绍(客户关系中心重点参考)PPT推荐.ppt

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DCRC经理由总经理担任TheThecompanyscompanysGMservesastheGMservesastheDCRCmanagerDCRCmanager另设副经理1名、主管1名OOnedeputymangerandoneDCRCnedeputymangerandoneDCRCsupervisorsupervisor新车回访专员（1名）：

销售后的3日DC、40日DC、维修后保养提醒及解决新车投诉DCspecialistfornewcars（1person）DCspecialistfornewcars（1person）:

respon:

responsiblesibleforcontactforcontactingingthenewthenewcustomersinthreedaysandinfortydays.customersinthreedaysandinfortydays.SShealsoremindhealsoremindssthecustomersthecustomersofofthecarmaintthecarmaintenanceenanceanddealanddealsswiththecomplainwiththecomplaintstsaboutnewcaraboutnewcarss.维修回访专员（4名）：

维修后的3日DC及投诉的解决DCspecialistformaintenance（4persons）:

responresponsiblesibleforcontactforcontactingingthethecustomerswhorepairedthecustomerswhorepairedtheirircarcars3daysagos3daysagoinourcompanyanddealwithinourcompanyanddealwithanyanycomplaincomplaintstsaboutaboutthemaintenancethemaintenance.预约专员（1名）90日未回厂客户联系、预约onepersononepersonisisresponresponsiblesibleforreservationandcontactforreservationandcontactingingthecustomerswhothecustomerswhohahavevenevercomebacnevercomebackkinninetydays.inninetydays.每位DCRC专员每日轮流照顾休息区客户EachEachDDCRCCRCisistaktakingingcareofthecustomersincareofthecustomersintherestingplacetherestingplaceinturn.inturn.设施、设备installmentandequipment拥有可独立办公的两间办公室Therearetwoseparateoffices拥有DCRC专用电话线2条TherearetwospecialtelephonelinesforDCRC五台专用电脑FivespecialcomputersforDCRCDCRCDCRC的主要工作的主要工作mainworkmainwork客户关怀客户关怀CareforthecustomerCareforthecustomerss回访回访DCDC预约预约reservationreservation问题的解决及预防问题的解决及预防SettlementandpreventionofSettlementandpreventionoftheproblemtheproblemss对其他部门的支持对其他部门的支持SupporttootherdepartmentsSupporttootherdepartments保持良好的顾客关系保持良好的顾客关系KeepgoodKeepgoodrelationshipwithrelationshipwithcustomerscustomers一、客户的关怀CareforthecustomerCareforthecustomerss我们将宽敞明亮的休息室进行了分区：

影视区、上网区，还专为吸烟人士准备了吸烟区，为儿童准备了娱乐区；

TherestingplaceisdividedintoTVarea,Netsurfingarea,smokingareaandamusementareaforchildren提供当月的杂志、当日的报刊以及福特新车的资料；

Offerthemagazine,newspapersandtheinformationaboutthenewcars.每日提供三种不同的饮品，并在夏季提供冰冻的雪碧及可乐。

Offerthreekindsofdifferentdrinkseveryday,andoffericydrinksinsummer.我们在休息室准备了万能手机充电器、针线包、毛毯以备车主所需，提供象棋、围棋、扑克等娱乐用品，并为儿童准备了智力玩具。

Wepreparedtheall-powerfulcellularphonecharger,threadtowrapintherestingplacewoolenblanketwithhavethecarownerneed,providetheamusementthings,suchasChinnachessandpoker.etc.,andpreparedtheintelligencetoyforthechild.二、与销售的互动supportforsalesdepartmentl妥善保管新购车客户档案并保证它的正确性。

Keepthenewcarcustomersinformationandmakesureoftheircorrectnessl与新购车客户联系，进行回访。

DCfornewcustomersl查询40天前购车的客户是否回厂做第一次免费换油，并与其联系。

Checkwhetherthecustomerswhoboughttheircars40daysagohadcomebackforfreereplacementofoil,andcontactthemifnecessaryl解决新车客户的抱怨或投诉。

Settlementofanycomplaintsfromnewcustomersl配合销售销售部门开展各项宣传活动及车展，开发潜在客户提供给销售部门，提高新车销售机会。

Cooperatewithsalesdepartmentforvariouspromotionactivitiesandcarexhibits,developpotentialcustomersforsalesdepartmentandenhancetheopportunityfornewcarsalesl每周出具新车回访报告并做出改善计划，以提高销售满意度。

SubmitweeklyreportfornewcarDCandmakeactionplansforimprovementinordertoincreasethecustomersssatisfactionrate.三、与服务的互动supportforservesdepartmentl与前台接待、车间班组形成一对一负责制。

Onetoonecooperationwithreceptionistandmaintenanceworkerl维修后的回访DCaftermaintenancel询问当日保养客户的月平均行驶公里数，推算下次保养时间，录入维修回访表中。

Inquireaboutthemonthlyaveragerunningdistanceofeachcustomerscarfromthecustomerswhoaremaintainingtheircarsinourcompany,forecasttheduetimefornextmaintenanceoftheircarsandkeeprecordoftheseinvestigationresultsl解决维修客户的抱怨或投诉。

Settlementofanycomplaintsaboutthemaintenancel配合参加服务部的各项活动，以提高客户回厂率。

Cooperatewithservicedepartmentforvariousactivitiesinordertoencouragethecustomerstopaymorefrequentvisitbackl每月与服务部门开会讨论上月的满意度情况，并作出改善计划，以提高服务满意度Monthlymeetingwithservicedepartmenttodiscussthesatisfactionrateofcustomersinthepreviousmonthandmakeactionplansforimprovement四、预约reservationl从DMS中筛选90日未回厂客户进行主动接触，尽量与客户达成下一次维修保养的预约；

Activelyselectcustomerswhohavenevercomebackwithin90daysfromDMSandtrytomakereservationfortheirnextmaintenancel及时通知服务部门和其它部门准备接待预约客户。

填写欢迎看板；

Timelyinformtheserviceandotherdepartmentsforreceivingreservedcustomers.Putsloganonthewelcomeboard.l与预约客户保持联系，提醒准时到达，根据需要调整预约时间，充分发挥预约的功能。

Keepincontactwithreservedcustomersandremindthemoftheappointments,adjustthereservationtimeifthereisanychange,makefulluseofthereservationfunctionl监控预约成功率，每日统计进厂台次与预约数，以提高预约比例，缓解维修接待压力。

Monitorthesuccessrateofthereservation,keeprecordof