BMW 4S Shop Service Management

After-sales service already not anything new vocabulary, any one auto manufacturers of 4S shops have their own supporting after-sales service, and its content and processes difference is small. But every manufacturer of 4S stores in after-sales service management level is uneven, good after-sales service to let customers have the feeling of coming home, poor after-sales service lets the customer would never want to go into the door, different management bring disparate effect, good or bad, the customer will transfer own experience of information to relatives and friends. They will experience many times, to enlarge business causing immeasurable influence.Based on BMW 4S shops after-sales service management as the research object, using a management, marketing, organizational behavior, customer relationship management and so on the related theory, using investigation method, quantitative and qualitative analysis, literature research methods, combining BMW DMS system for BMW 4S shops after-sales service management in reception management, customer satisfaction management important link systematically analyzing, explores after-sales service every link to influence of the service quality, summarizes the advanced management experience in the after-sales services of BMW 4S shops, aims to improve the 4S shops after-sales service management quality, to provide some feasible suggestions for profit growth of 4S shops. And it has reference value to the potential investors analyzing car 4S shops profit model, to existing managers' reorientation of after-sales service status.