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Froggy Jumps
Froggy Jumps

Proceso de Atención al Cliente – Posventa Chevrolet

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Proceso de Atención al Cliente – Posventa Chevrolet

Froggy Jumps

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About this activity

Proceso de Atención al Cliente – Posventa Chevrolet

Created by

Alondra Vega
Alondra Vega
Mexico

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Proceso de Atención al Cliente – Posventa Chevrolet
 

Froggy Jumps

Proceso de Atención al Cliente – Posventa ChevroletOnline version

Proceso de Atención al Cliente – Posventa Chevrolet

by Alondra Vega
1

Se programa la visita del Cliente conforme al Estándar 4.2 y se registra en el DMS.

2

El Gerente de Servicio define horarios y asignaciones; el Consultor revisa citas y el Asesor de Refacciones realiza el pre-picking.

3

El Coordinador o Consultor da la bienvenida al Cliente (con o sin cita) dentro de los primeros 2 minutos.

4

Se realiza en presencia del Cliente; se documentan daños y objetos en el DMS con respaldo fotográfico.

5

Se validan datos, se usa el Menú de Síntomas, se explican servicios y se obtiene la firma del Cliente.

6

Se detectan en Inspección Multipuntos, se cotizan y se solicita aprobación al Cliente.

7

El trabajo se asigna vía Planeador Electrónico, se realiza seguimiento en tiempo real y se documentan pruebas de camino.

8

Se realiza conforme a la Guía de Lavado y se programa de acuerdo con la fecha de entrega prometida.

9

Se valida el trabajo con checklist; se registran incidencias y se coloca la paleta de Terminado.

10

Se muestra el trabajo realizado, se cobra, se entregan partes reemplazadas y se invita al Cliente a responder la Encuesta Pulso.

11

El Gerente de Servicio da seguimiento a resultados de KPI’s, NPS y verbatims; se generan acciones correctivas y reuniones semanales.

 
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