汽修廠維修服務之客訴處理現況與精進策略之研究

透過個案研究的方式，本研究採用某車廠『CSI顧客應對評分表』來探討汽車服務廠之維修與服務人員對於客戶抱怨的預測與預防。對提供服務的維修或服務人員而言，可能未注意了解自身所認知的服務重點與客戶的需求與認知未必相同。若能了解維修或服務人員對哪些服務流程容易產生錯誤的判斷，再與客戶實際的訴願項目進行比對，找出二者之間的差異並回饋給維修與服務人員，將可降低客戶抱怨的機率。本研究尋求汽車服務廠有經驗之服務顧問成立客訴調查小組，對於服務流程與可能發生客訴的事項中以本公司所成立之制式檢測CSI顧客應對評分表來進行檢驗，並針對做潛在性的風險進行評估；並將各年度的客訴案件整理歸類進行比對，以確認汽車維修廠與客戶之間在認知上的差異。研究結果證實，經過對應評分表所檢測之狀況與現存之客訴案件之問題有所重疊，這可讓公司在對客戶可能產生訴願的預防措施上進行調整及預防。

關鍵字

汽車服務廠；客戶抱怨； CSI顧客應對評分表

並列摘要

This study employs a car managacturer’s “CSI Customer Response Scale” to discuss the prediction and prevention of customer complaints by maintenance and service personnel in automotive service plants while exploring the prediction and prevention of customer complaints by maintenance and service staffs from automotive service company. It seems that the services provided by maintenance or service staffs are not the same as what customers expect and concern. By comparing the processes identified by maintenance or service staffs are able to identify the problems of going wrong with the actual grievances from customers, the study aims to find the differences between them and give feedback to the staffs and reduce the probability of customer complaints. By forming an FMEA team consisting of experienced service specialists, the study utilizes the potential risks priority coefficient prediction on 15 items in service processes which may cause customer complaints. Then customer complaint cases for last three years are classified to confirm the differences between staffs and customers for rendering accurate recommendations to the company. As confirmed in this study, the predictions are consistent with the part of customer complaints, such as the quality of vehicles and service quality; as to the service processes in preparation and the customer demonstration facilities, the predictions are inconsistent with customer complaints. This result indicate that the predictions could help the company make sound adjustments on prevention measures of customer grievances.