Talking To Improve Car Service Satisfaction

Customer satisfaction in recent years most talked about becoming a buzzword, shops to very concerned about their satisfaction with the situation, especially in the service industry, customer satisfaction can be seen as good or bad QOS most direct evaluation, also decided enterprises in the entire consumer market whether they have absolutely competitive. The rapid development of the automotive market, is now maturing, the focus gradually shifted from the original aftermarket sales market.4S shop for service of a higher demand. Prosperity of automotive aftermarket repair shops make a lot of quick mushrooming, direct diversion of customers originally4S shop,4S shop is facing a serious challenge, in order to better train their own loyal customers,4S shop first job is to focus on customer satisfaction.In this paper, for the satisfaction of the origin and development of this concept to explore, for the entire automotive aftermarket analyze the status quo by Porter’s five forces model and SWOT analysis, a clear understanding of all the advantages and disadvantages as well as the market environment facing new pressures4S shop, the paper use SWOT analysis summarizes the responses to different situations can be taken4S shop,4S shop common point is through service to meet customer expectations into the store. In this paper, the Chevrolet brand as an example, this paper analyzes J.D.Power official reports,4S shop customer questionnaire research to understand the status quo satisfaction, brand satisfaction to know what degree of concern Chevrolet customer groups is whether the customer approved the existing4S shop services. By analyzing the official report, a summary of the questionnaire survey process to determine the Chevrolet4S shop service customer satisfaction weaknesses link, analyze the main reasons attributed to4S shop service processes, personnel functions, such as the core business, according to the status quo, this paper corresponding improvement measures. Finally, combined with the weakness of satisfaction and customer satisfaction Chevrolet expectations, designing new reception process, set up this new position,"account manager" whose job functions compared to the previous business received a marked distinction, can be better to meet customer needs.This article refers to the authority of the satisfaction theory, the author field work and research on the Chevrolet brand aftermarket have a deeper understanding of customer satisfaction, combined with many4S stores to carry the micro-innovation personalized service, designed a new model of service jobs, right Chevrolet processes and positions made some adjustments, can well avoid the weaknesses of existing processes for customer satisfaction and impact more effectively meet customer expectations. Although the design of the model, some rough, there are many limitations, but let4S shop model to understand the customer before the service must first understand the customer, change the past, uniform standard processes, increase the number of personalized service, giving customers a better service experience. This model is also suitable for other brands, but also to all or part of the daily work of reference to the4S shop, making the country better understand how the4S shop for customer service, good after-sales customer satisfaction work.