摘 要

随着我国汽车需求量和销售量的不断增加，汽车售后服务市场已成为一个巨大的消费市场，汽车售后服务问题也逐渐成为人们所关注的热点。汽车售后服务是汽车生产厂家对客户服务的延伸，是下一个新车型开发销售的基础，因此，汽车售后服务在汽车市场中扮演着举足轻重的作用。汽车4S店对销售与售后的流程的设计还是比较全面的，但是细节不够。这主要的原因是公司的管理制度不完善，员工的服务水平和执行力度都有所欠缺。尤其在售后服务的细节上，销售主管和销售经理对销售人员缺乏有效的监督，且流程规范标准不够细致，未体现以顾客为中心的理念。服务过程中，顾客既是消费者，同时又是服务的生产者，在汽车服务，特别是汽车的售后服务上尤其如此。在汽车维修服务过程中，维修前台与顾客的对话、沟通共同构成服务的初级生产，维修顾问和顾客进一步详细地交谈共同构成服务的次级生产，维修技师同顾客的相互沟通最终构成了服务的产生。最后，对本文研究工作进行了总结，并对下一步的研究工作进行展望。

关键词：汽车4S 店，售后服务流程，展望

Abstract

With the growing Chinese automobile sales and demand, car sales service market has become a huge consumer market, car service issues have gradually become the focus of attention. Auto service automobile manufacturers on the extension of customer service is the next the basis of sales of new model development, therefore, car service in the automotive market to play a pivotal role. 4S shop car sales and after-sales design process is quite comprehensive, but not enough details. This is mainly because the company's management system is imperfect, level of service and staff are the lack of enforcement. In particular, the details of the service, the sales manager and sales manager, sales staff lack of effective supervision, and the process of standards not detailed enough, did not reflect customer-centric approach. Service process, the customer is the consumer, is also the producer services in the automotive services, in particular, especially the car after-sales service. In the process of vehicle repair services, maintenance and customer dialogue front, the common form of communication services, primary production, maintenance, consultants and customers to further detail the conversations constitute the service of secondary production, maintenance technicians to communicate with customers the ultimate form of service generated. Finally, the paper has made a summarization of the research work done and expectation of next work.

Keyword: Auto 4S shop，Customer Service Process ，Expectation