2024年6月1日发(作者：奇熹)
4s店事故接待快速入门流程
英文版
4S Shop Accident Reception Quick Start Guide
In the automotive industry, 4S shops refer to dealerships
that provide Sales, Spare Parts, Service, and Survey (or
Satisfaction) for a specific brand of cars. When accidents occur,
it's crucial for these shops to have an efficient accident
reception process to ensure customer satisfaction and prompt
service delivery. Here's a quick guide to the accident reception
process at a 4S shop:
Initial Contact: When a customer arrives with a damaged
vehicle, the receptionist greets them and asks about the
accident details. This includes the time, place, and nature of the
accident.
Vehicle Inspection: A technician inspects the vehicle to
assess the damage. This inspection covers both the exterior and
interior, noting any broken parts, dents, scratches, or other
issues.
Customer Information Collection: The receptionist collects
the customer's contact information, insurance details, and any
other relevant data. They also document the customer's account
of the accident.
Estimate Preparation: Based on the technician's inspection,
an estimate is prepared for the repairs. This estimate includes
the cost of parts, labor, and any additional fees.
Insurance Claim Processing: If the customer has insurance,
the shop coordinates with the insurance company to process
the claim. This involves submitting the necessary documents
and working with the insurance adjuster.
Repair Authorization: Once the estimate is approved by the
customer and the insurance company (if applicable), the repair
work begins. The customer is provided with a repair order that
details the work to be done.
Repair Progress Updates: The shop keeps the customer
updated on the progress of the repairs. This can be done via
phone, email, or a customer portal.
Vehicle Ready for Pickup: Once the repairs are complete, the
shop notifies the customer. The customer then pays the balance
(if any) and takes possession of their vehicle.
Follow-Up Survey: To ensure customer satisfaction, the shop
may conduct a follow-up survey after a few days. This survey
asks about the quality of service, the condition of the repaired
vehicle, and any other feedback.
By following this quick start guide, 4S shops can ensure a
smooth and efficient accident reception process, ensuring
prompt service delivery and maximum customer satisfaction.
中文版
4S店事故接待快速入门流程
在汽车行业中，4S店指的是为某一特定品牌汽车提供销售、零配
件、服务和满意度调查（或满意度）的经销商。当发生事故时，这些
商店必须有一个高效的事故接待流程，以确保客户满意和及时的服务
交付。以下是4S店事故接待的快速入门指南：
初步接触：当客户带着损坏的车辆到达时，接待员会向他们问好并
询问事故详情。这包括事故发生的时间、地点和性质。
车辆检查：技术人员检查车辆以评估损坏情况。这次检查包括外部
和内部，注意任何破损的部件、凹痕、划痕或其他问题。
收集客户信息：接待员收集客户的联系方式、保险详情和其他相关
信息。他们还记录了客户对事故的叙述。
准备估价：根据技术人员的检查，为维修工作准备估价。此估价包
括零件成本、劳动力成本和任何其他费用。
处理保险索赔：如果客户有保险，商店会与保险公司协调处理索
赔。这包括提交必要的文件并与保险理算师合作。
维修授权：一旦客户和保险公司（如果适用）批准了估价，维修工
作就会开始。客户会收到一份详细的维修订单，说明将要进行的工
作。
维修进度更新：商店会向客户更新维修进度。这可以通过电话、电
子邮件或客户门户网站完成。
车辆准备取车：一旦维修完成，商店会通知客户。然后客户支付余
额（如果有）并取回他们的车辆。
后续调查：为了确保客户满意度，商店可能会在几天后进行一次后
续调查。这项调查询问服务质量、维修车辆的状况以及其他反馈。
通过遵循这个快速入门指南，4S店可以确保事故接待流程顺畅高
效，确保及时的服务交付和最大的客户满意度。
2024年6月1日发(作者：奇熹)
4s店事故接待快速入门流程
英文版
4S Shop Accident Reception Quick Start Guide
In the automotive industry, 4S shops refer to dealerships
that provide Sales, Spare Parts, Service, and Survey (or
Satisfaction) for a specific brand of cars. When accidents occur,
it's crucial for these shops to have an efficient accident
reception process to ensure customer satisfaction and prompt
service delivery. Here's a quick guide to the accident reception
process at a 4S shop:
Initial Contact: When a customer arrives with a damaged
vehicle, the receptionist greets them and asks about the
accident details. This includes the time, place, and nature of the
accident.
Vehicle Inspection: A technician inspects the vehicle to
assess the damage. This inspection covers both the exterior and
interior, noting any broken parts, dents, scratches, or other
issues.
Customer Information Collection: The receptionist collects
the customer's contact information, insurance details, and any
other relevant data. They also document the customer's account
of the accident.
Estimate Preparation: Based on the technician's inspection,
an estimate is prepared for the repairs. This estimate includes
the cost of parts, labor, and any additional fees.
Insurance Claim Processing: If the customer has insurance,
the shop coordinates with the insurance company to process
the claim. This involves submitting the necessary documents
and working with the insurance adjuster.
Repair Authorization: Once the estimate is approved by the
customer and the insurance company (if applicable), the repair
work begins. The customer is provided with a repair order that
details the work to be done.
Repair Progress Updates: The shop keeps the customer
updated on the progress of the repairs. This can be done via
phone, email, or a customer portal.
Vehicle Ready for Pickup: Once the repairs are complete, the
shop notifies the customer. The customer then pays the balance
(if any) and takes possession of their vehicle.
Follow-Up Survey: To ensure customer satisfaction, the shop
may conduct a follow-up survey after a few days. This survey
asks about the quality of service, the condition of the repaired
vehicle, and any other feedback.
By following this quick start guide, 4S shops can ensure a
smooth and efficient accident reception process, ensuring
prompt service delivery and maximum customer satisfaction.
中文版
4S店事故接待快速入门流程
在汽车行业中，4S店指的是为某一特定品牌汽车提供销售、零配
件、服务和满意度调查（或满意度）的经销商。当发生事故时，这些
商店必须有一个高效的事故接待流程，以确保客户满意和及时的服务
交付。以下是4S店事故接待的快速入门指南：
初步接触：当客户带着损坏的车辆到达时，接待员会向他们问好并
询问事故详情。这包括事故发生的时间、地点和性质。
车辆检查：技术人员检查车辆以评估损坏情况。这次检查包括外部
和内部，注意任何破损的部件、凹痕、划痕或其他问题。
收集客户信息：接待员收集客户的联系方式、保险详情和其他相关
信息。他们还记录了客户对事故的叙述。
准备估价：根据技术人员的检查，为维修工作准备估价。此估价包
括零件成本、劳动力成本和任何其他费用。
处理保险索赔：如果客户有保险，商店会与保险公司协调处理索
赔。这包括提交必要的文件并与保险理算师合作。
维修授权：一旦客户和保险公司（如果适用）批准了估价，维修工
作就会开始。客户会收到一份详细的维修订单，说明将要进行的工
作。
维修进度更新：商店会向客户更新维修进度。这可以通过电话、电
子邮件或客户门户网站完成。
车辆准备取车：一旦维修完成，商店会通知客户。然后客户支付余
额（如果有）并取回他们的车辆。
后续调查：为了确保客户满意度，商店可能会在几天后进行一次后
续调查。这项调查询问服务质量、维修车辆的状况以及其他反馈。
通过遵循这个快速入门指南，4S店可以确保事故接待流程顺畅高
效，确保及时的服务交付和最大的客户满意度。