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Jingdong book

汽车售后服务与管理（第2版）

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Jingdong book

汽车售后服务与管理（第2版）

Name: 汽车售后服务与管理（第2版）
Brand: Jingdong book
SKU: 3102004481
Price: 19.88 USD
Availability: OutOfStock

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Content Description

《汽车售后服务与管理（第2版）》作者具有多年欧、美、日等4S店管理经验，结合我国汽车售后服务企业的实际需要，系统讲述了汽车售后服务维修企业的服务理念，顾客满意，日常运营管理，保修和召回，配件管理，工具设备和安全生产管理，服务与销售部门的协调管理，人力资源管理，服务营销管理，目标管理等，对提高汽车售后服务企业管理者的决策能力和管理水平，树立良好的企业形象，提高企业服务质量，降低企业经营成本，提高企业核心竞争力有很大的帮助。

Catalogue

前言
第一章概述1
第一节汽车售后服务的概念和
重要意义1
第二节汽车售后服务企业面临的挑战
和发展机遇3
第二章汽车售后服务企业的建立8
第一节4S和3S特约服务站8
第二节汽车售后服务站应具备的
基本条件8
第三节汽车售后服务站的筹建12
第四节汽车售后服务企业CIS
战略16
第五节厂区规划及设施环境要求19
第三章服务理念22
第一节服务工作的七大理念22
第二节一汽丰田的服务理念26
第三节其他知名企业服务理念
简介31
第四章顾客满意38
第一节顾客满意与顾客关怀38
第二节顾客投诉及预防45
第三节顾客满意度调查与分析49
第五章日常运营管理56
第一节服务规范管理56
第二节服务流程58
第三节服务质量管理71
第四节5S管理76
第六章保修和召回84
第一节保修84
第二节三包90
第三节召回93
第七章配件管理100
第一节零件基础知识100
第二节仓储管理103
第三节库存控制113
第四节零件部与其他部门的
协作119
第八章工具设备与安全生产管理122
第一节工具设备管理122
第二节安全生产管理124
第九章服务与销售部门的协调
管理130
第一节服务与销售部门的交流130
第二节确保新车交车质量132
第三节提高新车销量139
第十章人力资源管理142
第一节组织机构和岗位职责142
第二节员工满意度与员工激励144
第三节领导能力和团队建设150
第四节员工培训153
第十一章服务营销管理155
第一节服务营销理论155
第二节满足顾客需要策略157
第三节顾客成本策略159
第四节便利策略161
第五节沟通策略163
第六节服务推广166
第十二章目标管理169
第一节目标管理概述169
第二节服务指标管理171
第三节客户维系的重要指标172
第四节业务指标管理177

Introduction

2010年以来，中国汽车全年销量一直稳坐全球第一宝座。汽车销售量的激烈增长需要良好的汽车售后服务作保证，但我国目前不少汽车售后服务企业存在经营理念、服务理念落后，高素质人员匮乏等问题。传统的维修模式、经营方式、管理手段已远远不能适应现代汽车售后服务的需要，汽车售后服务企业需要互相学习，取长补短，接受新的经营理念、管理理念和服务理念。本书正是为适应时代发展需要而编写。
与以往图书相比，本书有以下突出特点：
1 内容新，观点新。书中归纳总结了欧、美、日车企4S店先进的经营管理理念和服务理念，其经营战略、服务流程、投诉处理方法、服务绩效改进等观点是全新的，对顾客满意与顾客关怀进行了新的思考；对顾客投诉进行了全面的分析,提出了服务营销管理、目标管理的新方法和新思路；阐明了今天激烈的市场竞争不仅仅单一体现在技术、质量上，而是全方位地体现在企业的观念、形象、品牌、服务和管理上。
2 注意理论与实践相结合，突出了实用性。编写中注意了理论与实践相结合，并穿插了实践中遇到的精彩案例，避免了枯燥的说教。这些内容对提高汽车售后服务企业管理者的决策能力和管理水平，树立良好的企业形象，提高企业服务质量，降低企业经营成本，提高企业核心竞争力有很大的帮助。
3 内容知识面广，综合性强。本书涵盖了汽车售后服务企业的建立、服务理念、顾客满意、日常运营管理、保修和召回、配件管理、工具设备和安全生产管理、服务与销售部门的协调管理、人力资源管理、服务营销管理及目标管理等。内容涉及了汽车售后服务业管理的方方面面，既适合4S店特约服务站，又适合汽车维修企业。
4 内容准确、可靠，语言简洁。本书由多年从事汽车4S店售后服务站管理工作的站长、服务经理、配件经理以及相关的管理人员编写，内容真实可信。
本书的主要对象为维修企业管理人员、应用型本科及职业院校师生、汽车4S店特约服务站员工及欲从事汽车售后服务的人员。
本书主要由姚美红、栾琪文编著，参加编写的还有栾昌慧、刘世琪、张永忠、张敬、田晓君、孙志春、王来立、甄甫红、刘建霞、顾小冬、严飞、刘福华、谢计红等。
由于编者水平有限，书中难免有不当之处，敬请读者批评指正。
编著者

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Jingdong book

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