قائمة التحقق من أداء مستشاري الخدمة
تغطي التعامل مع المواعيد، وجودة البيع الإضافي، وشرح التقديرات، والتواصل مع العملاء، ودقة بطاقات الوظائف، والتأثير على مؤشر رضا العملاء (CSI).
نماذج برامج التدقيق
للحصول على قائمة التحقق الكاملة ومعايير التقييم، قم بتنزيل الملف
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1. Does the service advisor confirm every appointment 24 hours in advance and ensure the customer's vehicle history and complaint are reviewed before arrival?;
2. Does the advisor greet the arriving customer within the defined wait time standard, making them feel expected and welcomed?;
3. Is a vehicle walkaround conducted with the customer at intake, with pre-existing damage noted and acknowledged before work begins?;
4. Does the advisor ask open-ended diagnostic questions to fully understand the customer's concern, rather than accepting a brief complaint without probing?;
5. Does the advisor proactively inform the customer of any due maintenance items (based on mileage or last service date) identified at intake?;
6. Are upsell recommendations made in a way that clearly explains the benefit to the customer, not presented as an add-on pressure sale?;
7. Is the initial estimate explained clearly — labour, parts, and any applicable taxes itemised — before the customer is asked to approve?;
8. Is additional work approval obtained from the customer verbally and confirmed in writing before work proceeds, with the advisor noting the approval method on the job card?;
9. Is the customer proactively contacted with a status update if the vehicle will not be ready by the promised time, before the customer has to chase?;
10. Is the customer informed of any findings beyond the original scope in plain language, with a clear recommendation and the customer's options explained?;
برامج تدقيق قابلة للتخصيص لتناسب احتياجات أعمالك
يسمح لك نظامنا المرن بإنشاء قوائم أسئلة مخصصة، وتجميعها في برامج ذات دلالة، وضمان الامتثال عبر مختلف الأقسام. استعرض نماذج البرامج وقوائم الأسئلة لتفهم كيف يمكنك الارتقاء بعملية التدقيق لديك بسهولة.