Research On Optimization Of After-sales Service Personnel Training System Of FAW BESTURE Dealers

FAW BESTUNE is subordinate to China First Automobile Works.The brand has developed for nearly 16 years.Its first model,BESTUNE B70,is a "phenomenon" model in the market that year.After launch,it is very popular with customers.However,in recent years,with the rise of many domestic passenger car brands,the sales volume and market position of BESTUNE brand are facing certain challenges.As a core business of the company,after-sales service not only directly affects the reputation of customers,but also an important source of dealers’ operating profits.The after-sales service of car dealers is systematic and complicated,including service reception,maintenance,parts management,claim settlement and other aspects.Because the dealer service personnel are directly facing customers on the front line,it puts forward high requirements for the working ability of the personnel.Therefore,by establishing a perfect personnel training system and effectively carrying out the training of after-sales service personnel,it is an important support and guarantee for the promotion of personnel working ability,customer satisfaction and dealer profitability.By reading theoretical literature and reports,combined with my own practical work experience,this paper studies the optimization of after-sales service personnel training system of FAW BESTUNE dealers.After research,it is found that there are several problems in the current training system,including the lack of stability of the lecturer team and the uneven level of lecturers,which makes it difficult to ensure the training effect;The training courses are not perfect and systematic,which cannot help and improve the actual work of the dealer’s after-sales service personnel;The lack of a clear training management system leads to the low training participation rate of dealers,which cannot ensure the ability of personnel to meet the standard.In view of the problems existing in the training system,formulate corresponding solutions and methods,and carry out research and discussion on the optimization of lecturer team construction,training course and training management system.In terms of optimizing the construction of lecturer team,it is emphasized to clarify the selection criteria and paths of lecturers,enrich the lecturer team,and carry out hierarchical management and training to promote the ability of the training lecturer team;In terms of training course optimization,it is emphasized to develop courses according to the competency model,adjust the content of training courses according to the different ability basis of personnel,and establish a hierarchical personnel training course and certification system to provide a path for the growth of after-sales service personnel;In terms of training management system optimization,it is emphasized to establish clearer training management system requirements and positive and negative incentive measures for various key training projects of dealers.Finally,focusing on the implementation and guarantee of the training system,the construction of the online training platform and the construction of the offline training center were emphasized.The training system optimization scheme given in this paper will have a certain reference value for effectively promoting the working ability of dealers’ after-sales service personnel,improving the service level of after-sales service personnel,and then stimulating the output value and profit of dealers’ after-sales service.I hope this paper can provide after-sales service training managers in the same industry with an idea to improve the after-sales service personnel training system,so that the training can really play the role of improving personnel ability,serving dealers and leading dealers to operate upward.