汽车外文翻译--服务的核心流程

1、附 录A1Core processes in the service1 Porsche After Sales StandardsPorsche 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-orientway 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 P

2、orsche brand in the market.Porsche car service processes in Table 1、Table 2、Table 3.Table 1 Porsche After Sales guiding principles and retail standardsAfter Sales guiding principles1Top priority is given to the customer, his needs and requests. Vehicle acceptance is always well prepared2We give the customer a sense of attention to detail and competence. His vehicle is in the best possible hands3We can always be reached and are always friendly and customer-oriented4The entrance to our premises an

3、d parking spaces are clearly marked and customer-friendly5We make sure that our Porsche Centre is easily accessible for customers.6Every customer is greeted in a friendly manner before being offered immediate assistance7The customers vehicle is ready for collection at the agreed time8Our customer areas are clean, attractively designed and easy to find9We always explain the invoice to the customer in detail and transact payment quickly and discreetly10We always hand the vehicle over to the custom

4、er in person.11We contact our customers within a period of 5 days to determine how satisfied they are with our service12We carry out active After Sales marketing and offer our customers the best service.Table 2 Talks/arranging appointments1.Telephonecalls1.1Our Porsche Centers can always be contacted by telephone during office opening hours1.2We accept calls directly (after max.3 rings) or calls will be queued if the lines are busy1.3Outside of business hours, calls are picked up by an answering

5、 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)1.4We ask for the customers name, address, telephone number and details of when is the best time to call1.5We then address the customer by name at all times1.6We arrange a workshop appointment for our customers within one week1.7When arranging the workshop appointment, we ask the customer whether he needs a

6、 demonstration vehicle1.8We find out what the customer needs or what problems he is having with the vehicleWe record specific details of the complaints by asking key questions1.9We assign a contact person (service advisor) to the customer for vehicle acceptance1.10We provide the customer with a description of our location or a location diagram.2.Employees2.1We always answer the telephone with a greeting, stating the name of the PorscheCentre and the name of the person answering the telephone2.2A

7、t the end of the call, we thank the customer for calling.3.Planning3.1We 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 possible3.2We tell the customer how long we anticipate that his car will need to stay with the Porsche partner3.3We 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

8、service order, if possible3.4We arrange a workshop appointment with the customer3.5We remind the customer to bring the vehicle identification document, Guarantee and Maintenance Booklet, rim bear and the radio code card3.6Preparations for carrying out repair work are undertaken in a professional way, e.g. by ordering the required parts in good time4.Pricing4.1The customer is given a binding quote for the agreed services.(parts and labour)Table 3 Entrance to our premises1.Entrance1.1The entrance

9、to the Porsche Centre is sign-posted clearly from the street1.2We give our customers quick instructions on how to find us in the form of appropriate signs.(e.g. Service Acceptance)1.3Customers find our signs easy to understand1.4The route and signs leading to the customer service area are well lit up even in the dark2.Parking spaces2.1We make sure that there are sufficient marked parking spaces for our customers.(Guideline:4 per standard workplace)2.2Some of these parking spaces are reserved for the Service Acceptance area.(Guideline: workshop operations per day x 2,at least)2.3The parking spaces for our customers are marked and are easy to find2.4The parking spaces for our customers are close to the customer service area and are spacious2.5The parking spaces fo

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