T/JSAS 023-2022 Active Group standards

T/JSAS 023-2022 After-sales standard of "Heart Share Service" 4S dealership

Publish Date: 2022-05-13 Implement Date: 2022-05-15 For services related to genuine standard inquiry, procurement, translation, and other related services in China, please Contact Us

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Basic Information

Standard Code: T/JSAS 023-2022

Standard Type: Group standards

Standard Status: Active

is_force_gb: no

CCS Name: Baseline standards and general methods

ICS Name: Comprehensive Road Vehicles

Publish Date: 2022-05-13

Implement Date: 2022-05-15

Scope

Scope: This document specifies the terms and definitions, basic requirements, service personnel requirements, service venue requirements, and service content and requirements of "Xinxiang Service" for after-sales services at 4S dealerships. This document applies to after-sales services at 4S dealerships. Main technical content: 1. Reception 7.1.1 When a customer calls, the service advisor shall answer promptly, record the customer's needs, arrange an appointment according to the customer's requirements, and answer the customer's questions. If the question cannot be answered immediately, the service advisor shall inform the customer of the estimated waiting time and notify the customer of the confirmed answer as soon as possible. 7.1.2 The service advisor shall actively guide the customer to park the vehicle in the parking area, accompany the customer to conduct a vehicle inspection, and assist the customer in parking the vehicle when necessary. 7.1.3 The service advisor shall actively guide the customer to the reception area, register the customer's basic information, confirm the customer's appointment, and carefully listen to and record the customer's needs. 7.1.4 For customers with appointments, the service advisor shall confirm in advance that all preparations such as relevant personnel, workstations, tools, and spare parts are ready. 7.1.5 When the customer's needs can be quickly satisfied, the service advisor shall immediately solve the problem for the customer; when the customer needs to wait more than 30 minutes, the service advisor shall guide the customer to the rest area and actively inform the customer of the services available in the rest area. 7.1.6 When necessary, the service advisor shall quickly contact the repair technician to check the vehicle problem for the customer. 7.2 Vehicle Inspection 7.2.1 The repair technician shall conduct a comprehensive inspection of the vehicle problem and record the relevant issues according to the customer's needs.