I. Organizational structure

4S stores with single store and single brand generally adopt the general manager responsibility system under the leadership of the board of directors, and the functional departments include sales department, business department, marketing department, customer service department, purchasing department, accessories department, maintenance department, finance department and office. The organization chart is as follows:

general manager

Sales Department Sales Department Marketing Department Customer Service Department Purchasing Department Parts Department Maintenance Department Finance Department Office

Second, the division of departmental functions.

1, sales department: responsible for the reception and sales of brand vehicles in the exhibition hall, introducing the models, technical parameters, purchase process and other issues to customers, and assisting customers to purchase satisfactory vehicles.

2. Business Department: responsible for the management and maintenance of old customers, so that customers can get the best service quality, realize the commitment to customers and maintain the company's reputation. The business department makes the department directly responsible for after-sales service.

3. Marketing Department: mainly responsible for market research, advertising, promotion planning, image promotion and other marketing work of brand vehicles; Responsible for the market development and management of potential customers.

4. Customer Service Department: it is mainly responsible for handling the "one-stop" service procedures and providing customers with after-sales inspection, licensing and other services. Responsible for the management of customer contracts, vehicle files and other information, and provide customers with repayment data, information inquiry and other services. Establish and maintain alliance service system.

5. Purchasing Department: mainly responsible for purchasing brand vehicles and providing car pick-up service for customers; Responsible for the procurement of accessories.

6. Accessories Department: it is mainly responsible for the operation and inventory management of brand vehicles, and is also responsible for the maintenance and management of the accessories sales network.

7. Maintenance department: usually refers to the maintenance service station, which is mainly responsible for the after-sales maintenance of brand vehicles. At the same time, it is responsible for the training and management of joining the quick repair shop.

8. Finance Department: responsible for financial management.

9. Office: mainly responsible for administration, management and personnel.

From business philosophy, corporate culture, service consciousness, service attitude, service professional level,

Professional and technical staff training, enterprises should establish a complete set of service training system and related teaching materials.

The training team has an atmosphere of experience sharing and promotion, which can be divided into sales, customer service, maintenance, beauty installation and other teams to share successful cases, requiring everyone to summarize, communicate and improve their work.

In order to show our service and technical level to customers, the maintenance station must integrate the aspects of fixed position management, kanban management, technological process, quality control, tools and materials management into daily business activities as required, and make them become the behavior habits of the maintenance station, so that customers can feel that the maintenance station is orderly and rhythmic, and their hearts are naturally at ease.

code of conduct

1, professional attitude

1), excellent service, customer satisfaction, letter-oriented, real commitment, sincere service, as promised.

2) Customer awareness: strong customer awareness and the spirit of taking the initiative to consider customers.

3) Have a sense of responsibility: dare to take responsibility, be responsible for customers, be responsible for the company, and maintain the company's reputation and image.

4) Good at communication: establish a strong sense of communication and master effective communication methods.

5) Courtesy: To customers, smile and be enthusiastic and proactive. So should colleagues.

2. Daily behavior

1), do not use the convenience of work for personal gain, and do not accept customers' red envelopes and gifts.

2) Keep business, financial, technical and service secrets of the company and customers. Don't talk about customers with outsiders.

3) Be polite, considerate, sincere and patient when dealing with customers.

4) Do not use accessories from informal manufacturers.

Step 3 handle complaints

When you encounter customer complaints, you must first maintain a good attitude. Follow the following three steps:

1), try to communicate with customers, calm their grievances and give them a satisfactory answer.

2), find the relevant responsible person or superior, analyze the reasons, and criticize and educate the responsible person.

3) By analogy, analyze the root cause of the problem, put forward improvement suggestions, and modify the internal workflow and norms to avoid similar problems from happening again.

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