Fachchinesisch unter der Hebebühne

Werbung

 

Darauf sollten Autofahrer beim nächsten Werkstatt-Besuch achten

 

Eine diffuse Fehlerbeschreibung trifft auf Fachchinesisch: "Bei meinem Auto klappert irgendetwas", sagt der Kunde und der Werkstatt-Mitarbeiter entgegnet: "Das könnte ein Problem mit dem McPherson-Federbein vorn sein oder etwas an den halbelliptischen Blattfedern hinten. Wir machen das schon."

 

In Autohäusern ist die Kommunikation zwischen Service-Mitarbeiter und Kunde ein heikles Thema und häufig die Ursache für fehlerhafte Instandsetzungen. Die Folgen sind Wiederholreparaturen. Das sind zentrale Ergebnisse der aktuellen Studie "Erfolgreiche Reparaturen beim ersten Werkstattaufenthalt", die das Institut für Automobilwirtschaft (IFA) in Zusammenarbeit mit Aral erarbeitet hat.

 

Demnach schätzen die Werkstätten selbst die mangelhafte Kommunikation zwischen ihren Mitarbeitern und Kunden als wichtigste Fehlerquelle ein. Mangelndes technisches Know-how oder Arbeitsfehler der Mechaniker spielen dagegen eine untergeordnete Rolle. Die Studie gibt außerdem Aufschluss darüber, was Autofahrer beachten sollten, um Ärger bei der Fahrzeug-Reparatur zu umgehen. Zeitdruck vermeiden: Die Auftragsannahme und die Fehlerbeschreibung kosten Zeit und genau die fehlt in vielen Werkstätten. Autofahrer sollten bei der Wahl ihrer Werkstatt deshalb darauf achten, dass die Problembeschreibung nicht zwischen Tür und Angel stattfindet. Für den Dialog zwischen Werkstatt und Kunde bieten viele Autohäuser inzwischen gesonderte Termine an, bei denen das Fahrzeug nicht nur für die Reparatur übergeben, sondern auch der Auftragsumfang genau besprochen wird.

 

(Gestörte Kommunikation: Bei vielen Kunden stößt das Fachchinesisch von Werkstatt-Mitarbeitern auf Unverständnis und ist oft die Ursache von fehlerhaften Reparaturen. – Copyright: Foto Aral AG)

 

Richtige Ansprechpartner: Die zweithäufigste Fehlerquelle für mangelhafte Reparaturen ist die schlechte Absprache zwischen dem Service-Mitarbeiter in der Fahrzeugannahme und dem Automechaniker. Deshalb empfiehlt es sich – beispielsweise bei der Direktannahme in der Werkstatt – die Probleme am Fahrzeug unmittelbar mit dem Mechaniker oder Werkstatt-Meister zu besprechen. Präzise Beschreibung: Niemand kann von einem normalen Autofahrer erwarten, dass er einen Fehler am Fahrzeug selbst diagnostiziert und exakt beschreiben kann. Dennoch sollten Kunden im Autohaus bei der Auftragserteilung darauf achten, dass sie die Probleme am Wagen so konkret und genau wie möglich schildern. Im Gegenzug sollten Kunden verlangen, dass sich Autohaus-Mitarbeiter nicht hinter Fachbegriffen verstecken und die anstehende Reparatur verständlich erklären. So werden Missverständnisse über den Umfang der Instandsetzung vermieden.

 

Endabnahme und Probefahrt: Das Fehlen einer Probefahrt und eine ungenaue Endabnahme sind nach Einschätzung der befragten Autohaus-Mitarbeiter neben einer mangelhaften Kommunikation weitere wichtige Ursachen für fehlerhafte Reparaturen. Autofahrer sollten deshalb beim Abholen des reparierten Fahrzeugs erfragen, ob der Mechaniker eine Probefahrt gemacht und eine Endabnahme durchgeführt hat.

 

Pressekontakt

 

Aral Aktiengesellschaft

Bereich Presse & Externe Kommunikation

Detlef Brandenburg

Tel.: +49 (0)234 315-2664

Fax: +49 (0)234 315-2319

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