随时为顾客服务培训讲座PPT行走管理.ppt

随时为顾客服务CUSTOMER READY CONCEPT 得到一个顾客可能要一个月时间，但失去一个顾客可能只要一秒钟！ IT TAKES MONTHS TO FIND A CUSTOMER ONLY A SECOND TO LOSE ONE. “随时为顾客服务”CUSTOMER READY CONCEPT 这个理念将协助门店的店长将他的门店准备在一个标准上以便随时应付顾客的需要 This concept is to help the store manager to prepared their store to a standard that ALWAYS READY to serve the customers 行走管理(MBW)Management by walking 行走管理是日常营运管理的重要方面， 因为它可以发现销售区域发生的任何问题并提供立即的纠正和解决方案。 这样可以为顾客提供一种毫无争议的购物环境，并确保所有商品容易被顾客接近并处在良好的状态。 这个理念包含了观察和监控销售区域的日常营运。 这个过程包含了门店所有的执行层级，并由他们来完成，如门店经理，值班经理或副经理。 Management by walking is an important aspect in daily operation; as it identifies any problem/s occurred on the selling floor, thus immediate correction can be taken. This will create a hassle-free shopping environment for the customers, while assuring that merchandise are easy-to-access and in good condition. This concept involves observing and monitoring of daily operations on the selling floor. This process involved and performed by the executive level of store operations, i.e. Store Manager,??Assistant Store Manager or Duty Manager. 行走管理的目标是：The Objectives of this MBW : 使整体营运更加有效 有效地计划、管理、执行和控制日常营运。 管理顾客满意度和顾客需求 检查和确保雇员在工作时是遵守内部程序的。 保证设备和装备等处在运行状态。 检讨销售业绩 解决门店疑难杂症 随时为顾客服务 To achieve efficiency in the overall operations. Planning, managing, execution and controlling of daily operations effectively. To manage customer satisfaction and needs. To check and ensure staff are following in-house procedures in carrying out their duties. To ensure that fixtures and equipments are in operating condition. To review sales performance. To overcome store blind problem. To be customer ready. 对门店营运有益的地方在于:Benefit to Store Operation: 能够在营业时间之前以及整天都随时准备好为顾客服务。 能够让门店的执行者意识到大问题和小问题。 能够让执行者评估地堆和端架的单位产出。 当部门流程没有被正确执行时，执行者可以纠正采取正确行为。 发现那些相对滞销的商品 如果员工被要求随时准备为顾客服务，这样可以提高员工的效率和业绩。 这样可以让执行者在执行日常操作时能随时培训他的员工。 可以培养执行者和员工之间的双向交流。 能使保洁员让门店保持在一个高标准的清洁状态。 It is ready to serve customers before trading hours and throughout the day. It enables the executive to be aware of major and minor proble