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为汽车售后服务市场戴上“紧箍咒”
2017-09-05 08:36:59 中国青年网
对症下药 售后服务地方标准实施
《汽车售后服务规范》规定了汽车售后服务的基本要求、汽车维修服务、紧急维修救援服务、服务质量管理、服务质量控制、服务投诉处理等内容。明确经营者提供汽车售后的相关服务,应依法经营、诚实守信、公平竞争、优质服务。
据陕西省汽车质量争议处理中心副主任夏江南介绍,《汽车售后服务规范》规定汽车维修服务时,经营者应公示服务内容,维修接待业务应制定接车规范文件以及接车诊断流程;接待员应为客户提供良好、专业化的咨询,认真听取和详细记录客户陈述,解释关联性问题;确定维修类别和作业项目后,应向客户详细说明车辆送修状况、故障诊断情况、建议维修项目、作业内容、配件价格、维修时间和维修费用等。
另外,服务质量管理、服务质量控制、服务投诉处理活动中,经营者应实行承诺服务,确保服务承诺的有效实施;并明示客户申(投)诉处理流程,及时处理客户投诉,保持相关记录;经营者应定期对维修服务实际成果进行检查,并记录检查结果;对检查中发现的问题,应采取有效的整改措施;经营者应定期开展客户满意度的调查工作,收集分析客户的评价信息,为维修服务质量的提高提供依据等多项明确的可操作性指标。
“《汽车售后服务规范》的颁布和实施,不仅填补了我省地方标准在汽车售后服务质量规范方面的空白也使汽车售后服务有章可循,既方便汽车经营者操作,也为监管部门提供了监管依据,又对增强汽车售后服务行业履行质量责任意识,推进各汽车经销者强化售后服务规范化、标准化,促进汽车售后服务质量提升,保障汽车售后服务市场的健康、持续发展,更好地维护诚信经营者和消费者的合法权益有着重大的意义。”夏江南说。
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