顾客服务案例--家乐福国际连锁服务案例-).doc

陈默CS顾客满意培训课程版权所有陈默我们的任务OurTask “我们所有努力的最大目标是顾客的满意” “Customers Satisfaction First.” “热枕待客”How to Welcome Customers参加完这个课程后，你会了解：You can learn the following thing through attending the training class. 如何更了解顾客的需求和期待 How to understand customers needs and expectations以适当的仪容，用语和态度来对待顾客 Welcome the customers with proper appearance,wording and manner.和顾客有效的互动 Communicate more effectively with customers.把以上所学用在日常工作及生活中，使自己拥有成功的亲和力与解决问题的能力 Apply what is learned in daily life to get successful interpersonal relationship.之后，希望你可以贡献你的力量来Afterward,we hope you will make your contribution. 提升顾客满意度 To increase customers satisfaction.改善我们的形象，使我们有别于其它竞争者 To enhance can stand out from its competitors.使顾客因为你而更愿意来我们这儿To make customers more willing to come to because of your good service.接待顾客的三要素3 Focal Points to Welcome Customers态度 Manner 用语 Wording 成功的顾客接待Successful Welcoming仪容 Appearance 420你最先的20步 *外表appearance The first 20 steps. *衣着 clothes*精神 spirit*年纪 age你脸部的20公分 *表情 expression 20 centimeters of your face *微笑 smile *眼神 eye contact *发型 hair style你最先说的20个字 *用字 wording The first 20 words you speak *语气 tone *意思 meaning *清楚 clearness这些部发生在接触时最早的 *倾听 listening20秒 *专注 attention All these happen at the initial *亲切 friendliness 20 seconds of contact. *兴趣 interest 接待顾客三部曲3 Steps to Welcome Customers3.让顾客满意的离开Make customers satisfied.2.回答顾客的需要Answer customers needs.看着顾客并微笑Smile at the customer看着顾客并微笑Smile at the customer1.欢迎顾客Welcome customers. 看着顾客并微笑Smile at the customer 声音热忱Be Warm in Voice主动向顾客问好Take the initiative to say Hello to customers 谢谢顾客 Thank the customers向顾客说再见 Say “Goodbye to the customers给顾客建议 Offer suggestions 问顾客问题以了解需求Inquire customers to know their needs倾听顾客 Listen to the customers attentively为顾客服务 Serve the customer 希望顾客再度光临Welcome again适当地点头Nod properly帮助顾客或寻求协助 Offer help or seek help for the customers 正确回答顾客问题Answer customers questions correctly 记下顾客的意见 Record customers complaints 仪容Appearance 给别人的第一印象永远只有一次一向都是Always有时候Sometimes很少Seldom1.我的头发很干净而且梳得很整齐。 My hair is always clean and tidy.2.我的胡子剃得很干净。（我的妆化的很适宜。） -I shave everyday. -I always wear proper make-up3.我不嚼口香糖。I dont chew gum.4我以微笑面对顾客。I smile to customers.5 当我与顾客接触时,我看着他。I look into the customers eyes, when Im in contact with him.6.我佩带名牌。I wear name tag.7.我尽量保持服装的整洁。I try to keep clothes clean and tidy.8.我在顾客面前站得很端正,很有精神。I stand before customers in high spirit.9.我面对顾客时,不将手放在口袋内。When Im facing customers, never rest hands in the pockets.10.我的指甲修剪得很干净。My nails are cleanly cut.用语Wording 别人没有理由与义务承担我们的不悦，所以，我笑脸迎人一向都是Always有时候Sometimes很少Seldom1.当我和顾客说话时,有机会的话,我会说“你好”、“谢谢”、“再见”。 When I am speaking with customers， I will say Hello” “Thank you Bye-bye” at the right time.2.我对顾客说话语气友善。Speak to the customer in a friendly way.3.我避免和顾客说话随便。Avoid speaking to the customers casually。4.我让顾客清楚的了解我说的话。Let the customer understand clearly what I say.5.我常用“现在、立即、马上”I often use now,immediately,right now.6.我不做自己不确定的承诺。Dont make promise that you are not sure of.7.我避免说话敷衍了事。Avoid only promising but without action.8.我耐心听顾客说话,而且不会打断。I listen to the customer and dont interrupt him 9.我不对顾客说“不”。I never say No” to the customer.我尽量提供能让顾客满意的答复。I try to give the satisfied answer to the customer. 态度Manner每天都是新的开始一向都是Always有时候Sometimes很少Seldom我喜欢我的工作。I like my job工作时，我尽量保持良好的情绪。While working, I try to keep myself in good mood.我工作时会忘掉我个人的问题。While working, I will forget my personal problem.我尽量不让我的情绪受顾客影响。I try not to let my mood be influenced by the customer.当我与顾客接触时，我让他说话，并且很专注地听他。While in contact with customers, I let him/her speak, and listen to him/her attentively.我对顾客很和善，而且有耐心。 I am kind and patient to the customers.我想办法满足顾客的需求。I try to satisfy the customers needs.我把顾客的意见反映给我的主管知道。I feed back the customers suggestions to my sales chief.我尊重我的工作及同事。I respect my work a colleague.我尽量帮助顾客解决他们的问题。I try to help solve customers problems.您认为以下的回答是正面积极的态度吗?Do you think the following answers represent the positive attitude?( )先生，请稍等一下，我立刻去帮您查。Just a minute, I go to check immediately.( )我不知道，这不是我的部门，请您问别人。I dont know, I dont belong to this department. Please ask others.( )我不知道货什么时候到，不是我定的货。Im not the person who orders the goods, so I dont know when the goods will arrive.( )先生，抱歉让您久等。Sorry for having kept you waiting so long.( )谢谢，请再度光临。Thanks, welcome to the store again.( )我们没有这个产品，所有的东西都在这里了。We dont have this product, all is here. ( )请留下您的姓名及电话，您明天什么时候方便，我回电给您。Please leave your name and telephone number, we will call you backat your convenience.( )请不要问我，我下班了 。Dont ask me. I have kicked the day off.( )这水果没洗过，我没办法打。The fruit has not been weighed, I cant key in the price.( )您问过了，还是找不到，那我带您去好了。Since you cant find it even if you have asked about it, I will lead you there.( )不可能，绝对不会有这种事。Its impossible to have this thing happen here.( )没办法，公司规定。I cant help, its companys rules and regulations.如何对待顾客How Carrefour staff welcomes customer有 Yes否No欢迎顾客Welcome customers看着顾客并微笑 Smile at the customer主动向顾客问好 Take the initiative to say hello to customers. 声音热忱 Be warm in voice.回答顾客的需要 看着顾客并微笑 Smile at the customer . 问顾客是否需要协助Ask the customer whether he needs help. 让顾客说话 Let the customers express their opinions.问顾客问题以确认需要Ask the customer questions to make clear their needs. 回答顾客问题 Reply to the customers questions . 帮助顾客并寻求协助Help the customers and s