b毕博管理咨询工具4.ppt

优质服务培训Exceptional Service Training 主持人指南 Facilitator Guide 目录 Table Of Contents 介　绍 Introduction 过　程 The Process 培训演示Training Presentation 介　绍 Introduction… 优质服务培训主持人指南给你提供了必要的信息和资源，用以成功地培训你的客户（和他们的员工）如何为他们的客户提供“优质服务”。This Exceptional Service Training Facilitator Guide is designed to provide you with all the information and resources you need in order to successfully train your clients (and their team members) how to provide ‘exceptional service’ to their customers 介　绍 Introduction… 优质服务的定义？What is Exceptional Service? 优质服务是通过提供真正的“服务”来满足客户的需求和期望Exceptional Service is understanding your customers’ needs and expectations through the delivery of true ‘service’ 并尽力超越客户的期望值And then striving to exceed those expectations 客户服务是企业的首要大事 Customer service should be the business’s number one priority 介　绍 Introduction… 什么是优质服务培训？What is the Exceptional Service Training? “优质服务”培训是一个半天的工作会，用以向员工与管理人员讲授优质客户服务的重要性，及其对企业产生的影响。The ‘Exceptional Service’ training is a ? day workshop designed to teach team members and managers the importance of exceptional customer service and the effect that it can have on the business 过　程 The Process… 选择受训人和场地…Select Invitees and Venue… 此培训适用于所有员工及管理人员The training is suitable for all team members and mangers 建议培训规模为8-12人（或者每桌6-10人） The recommended group size is 8-12 (or 6-10 per table) 如果对参会者进行分组（每组不超过10人），则对培训的规模没有限制There are no restrictions on total group size providing participants are in small groups (no more than 10 per group) 这样做能确保在会议中有效地展开头脑风暴 This is to enable effective brainstorming to happen during the session 邀请参会者 Invite Attendees… 选择一个可以布置成“圆桌会议”风格的场地，或者布置成能容纳更多小组的“教室”风格的场地 Select a venue that is large enough to be set-up in “boardroom” style or for larger groups ‘classroom style’ 场内不应有会分散注意力的东西 There should be no distractions 向每位被邀请人发出邀请信 Send a letter of invitation to each attendee 已提供了一个模板 A template has been provided 邀请信应该在培训前2-3周寄发给被邀请人，以便他们有足够的时间安排前来培训的日程Letters should be sent at least 2-3 week