昌河铃木售后服务指导手册(试用版).doc

售后服务指导手册 （试用版） 昌河铃木汽车售后服务指导手册 目 录 前言 第1章 概述······································3 1.1 目的·····································3 1.2 责任·····································3 1.3 手册的使用及管理办法···························3 1.4 本手册的缩略语·······························4 1.5 解释权····································4 第2章 售后服务组织机构及职责··························5 2.1 售后技术服务处组织机构及工作职责···················6 2.2 办事处售后服务工作职责·························9 2.3 部品处组织机构及工作职责························10 2.4 常用业务电话·······················??········15 第3章 售后服务网络管理······························16 3.1 服务站的组织机构和工作职责·······················17 3.2 服务站准入条件·······························25 3.3 建立服务站程序与要求···························33 3.4 服务站类别变更程序与要求························62 3.7 终止服务站程序与要求···························75 3.8 二级服务站管理办法····························83 3.9 服务站规范经营管理规定························102 3.10 服务站企业变更及信息备案管理规定··················111 3.11 服务站培训管理办法···························119 3.12 售后服务资料管理办法··························129 3.13 服务站5S现场管理····························133 第4章 售后服务工作规范·····························136 I 昌河铃木汽车售后服务指导手册 4.1 日常工作规范、接待礼仪、标准用语··················137 4.2 环境、设施、设备管理规范························142 4.3 顾客管理··································144 4.4 服务热线管理规范·····························147 第5章 售后技术服务·······························148 5.1 利亚纳系列汽车质量保证服务有关规定················149 5.2 北斗星系列汽车质量保证服务有关规定················152 5.3 平头碰系列汽车质量保证的有关规定··················156 5.4 浪迪系列汽车质量保证服务有关规定··················160 5.5 市场质量问题的处理程序与要求····················164 5.6 质量保证服务退、换车操作规定····················170 5.7 市场质量信息反馈管理办法·······················178 第6章 索赔结算··································184 6.1 质量保证服务故障件返厂要求······················185 6.2 质量保证服务费用结算程序与要求···················188 6.3 售后服务条形码补、换有关规定····················196 第7章 部品供应··································198 8.1 部品管理规定·······························199 8.2 部品订货程序与要求···························200 8.3 紧急部品供应管理规定··················