Nanning Crown Star Company After Sale Service Standard Working Process Training Project Management Research

With the rapid development of Chinese automobile industry,the importance of customer service in the whole industry chain has gradually arisen,and become the new profit growth chasing by every automobile factories.The customer service has been given great attentions never had by all automobile enterprises,dealers and consumers.Benz,the German brand,is considered as one of the most successful luxury car brands.Its perfect technique level,excellent quality standards,innovation and series of classic styles have already won praises.The Benz mark has already become one of the most famous car brands all over the world.This paper introduces the implement of Benz customer service standard process training through the theories and methods of project management by Nanning Guanxing Benz Corp.The project management is divided into three parts:project initiation and planning,project implement and management,project implement review.These three parts have completely described the process of Mercedes Benz standard customer service.At the project initiation and planning phase,Nanning Guanxing Corp establishes a team including mangers,factory representatives,repairing maintenance and diagnosis technicians,suggests a construction target of customer service process which conforms to both Mercedes Benz authorized service center standards and dealers’ specific situations,analyzes manufacturer and company requirements,and makes work plan of training programs.At the project implement and management phase,team starts training program meeting.Manufactory representatives visit Nanning Guanxing Corp,analyze current situations,emphasize the training of deception and repairing departments,make measures and requirements according to training,find out and solve problems to guarantee training success.At the project review phase,after the whole training project,team makes summaries and shares experiences of the implement of standard customer service process through review meeting,suggests improving actions and adjusts new work process according to requirements.The use of project management in Nanning Guanxing customer service standard process training has successfully achieved the expected targets of project,increased dealers’productivity and customer satisfaction,and given models for other similar Benz training project management.