abc公司销售演示(模版)

1、企业商旅管理效力for ConocoPhillips China目录公司概要效力范围12节支方略3技术支持4公司简介我们是世界领先的商务旅行管理公司 全球总部英国服务历史160年上市于伦敦股票交易所强强联手中国最大的酒店旅游集团锦江国际全球销售额160亿美元全球员工一万二千余名客户群世界500强和国家型公司全球效力关系目前，豪格罗宾逊集团在欧洲的德国、匈牙利和挪威以及非洲的尼日利亚曾经在为康菲石油公司提供效力！HRG 中国股权构造51%49%HRG 中国国内首家由外方控股及管理的商旅管理公司HRG 呼叫中心 各地协作同伴上海, 北京, 广州 3 大呼叫中心全国效力网络覆盖52个城市全球效力网络

2、普及100多个国家3个全球,个全国紧急效力中心入户和离户效力一年365天全天候效力全国效力网络多元化预订系统 TravelSky Amadeus 在华部分客户目录效力范围公司概要21节支方略3技术支持4效力模块根本效力开票改期旅客出行警示火车票预订场地优选其他项效力机票更改道路更改机场VIP效力租车团队机票预订月度明细帐单机票预订行程更改退票酒店预订差旅审批监控未运用电子客票跟踪报告送票取消贵宾效力签证代办效力地接效力其他项效力超值效力数据管理系统报告差旅政策建议个性化报告季度评审其他项效力其他项效力对比分析流程优化赞扬处理定制会议其他项效力其他项效力航空协议谈判支付方案用户沟通效力水准考核其

3、他项效力其他项效力酒店RFP航线报告月度称心度回访24小时紧急效力其他项效力其他项效力质量控制体系票价审核报告日接听报告赞扬记录及处置报告回访评价报告24小时紧急效力报告酒店预订质量监测报告质量称心日接听电话报告MTDTotalMTDAvgWeek 1TotalWeek 2TotalWeek 3TotalTotals (Team15)Number of calls offered263925212260Number of calls answered by TCs and Message Takers245824222134Number of calls answered by TCs2411

4、23812074Number of calls answered by TCs in 20sec231123261996Number of calls abandoned 20 secs304% Calls abandoned 20 secs0.11%0.00%0.18% SLA (% calls answered by TCs and Message Takers)93.96%96.73%94.72% SLA (% calls answered by TCs)92.16%95.09%92.06% SLA (% calls answered by TCs in 20sec)88.34%92.8

5、9%88.59%Log in Time1101:26:141201:27:461015:56:22% Agent idle time62.79%65.96%65.07%Not Ready Time85:22:0687:05:2971:02:31Online Time951:39:141059:03:40887:34:55Number of outgoing calls162115831574Outgoing average call duration (ACD)0:02:130:01:550:01:57Outgoing call duration57:20:3149:37:4850:04:24

6、质量控制投诉记录及处理报告EnglishName/PositionDD/MM/YYDD/MM/YYDD/MM/YYNameWhen, where, who, whyActions takenIs client satisfied with resolution? Is the fact clarified to all involved.client, us or suppliertel/email response; booking accuracy; delivery; manner and attitude; skill and knowledge; finance; others(sp

7、ecify)AccountsComplainerDate of Complanit ReceivedDate Complained AcknowledgedDate Complaint ResolvedTCFull Details of IncidentDetails of ResolutionClient FeedbackWhos faultIssue categoryBBD-SHCelia Feng1-Apr-081-Apr-08Sherry GuI needed an urgent flight on Friday this week, Shanghai to London, HRG C

8、hina stated all was full and no seats available, even waiting list was closed. I phoned Virgin London, to be told whilst Business Class was full and waiting list closed, seats were available with Premium Economy Shanghai to London and then Business Class return London to Shanghai, in the circumstanc

9、e this was perfectly acceptable. We returned back to HRG China, told them the availability, but again they said no seats available. I telephoned Virgin China, Shanghai, they also confirmed no seats available, despite my insistence that Virgin London had informed me otherwise In desperation I phoned

10、Virgin London and booked the flight using my credit card, reference below. What is the point of HRG and why could I not book through Virgin Shanghai Need some action here and HUGE compensation, on a serious note this is not acceptable Double check with airlines VS and VS explained to ClientAcceptAir

11、linesBAC-SHClaire Xu25-May-0826-JunSherry GuThe return flight from Phnom Penh from Shanghai with Shanghai airline, your itinerary said departure 23:45 local time, arrival 3;30am local time (+1), duration 3hr45min. Cambodia is 1 hr later than us and it was clear that either departure time or arrival

12、time was wrong. So I called your 24hr service line and Sherry separately. Your answers - departure time and arrival time were both correct, duration was wrong, should be 2hr45min. In fact, arrival time was 4:30am and his driver waited for him 1 hour more just because your inaccurate information. How

13、 can you say Phnom Penh to Shanghai is only a 2hr45min flight? The mistake was made by FM.Complain FM and FM apologize to client for their mistakeAcceptAirlinesHRG商旅效力特别注重 效力规范协议(质量监控)接听 80%在5声铃响内接听任何留言将在1小时内得到回复一切已接和未接均被系统记录商务差游览程预订确认和取消一切商务差游览程预订都将遵照派克汉尼汾差旅政策执行对一切国际航线预订的机票价钱进展审核对一切国际航线预订，核对出境游览者有效

14、签证和安康证明差游览程预订确认单的即时回复如差游览程预订无法即时确认，HRG游览顾问将会在2小时内给予预订者或商务出行人员明确回复公司客户档案记录Business Account Records (BARs)和商务游览者档案记录Passenger Account Records (PARs) 派克汉尼汾档案将会录入进HRG电脑预订系统中CRS，录入内容包括：派克汉尼汾差旅政策和效力条款明细每3个月将会对档案记录内容进展回想和更新派克汉尼汾的商务游览者个人档案记录将会录入进BTI电脑预订系统中CRS，录入内容包括：游览者的国籍、护照号和个人喜好等在整个差游览程预订过程中，HRG游览顾问将会时实地

15、根据公司客户档案记录BARs和商务游览者档案记录PARs来安排差游览程顾客赞扬和反响意见处置HRG中国将在收到顾客报怨和反响意见24小时之内给予回复HRG中国将在收到顾客报怨5个任务日内给出处理方案和处置意见根据双方认同的处理方案，HRG中国将会全程跟踪和记录方案执行情况HRG中国将会向派克汉尼汾随时汇报和反响处理方案的执行情况并作相关记录在每季回想会议上，将会重新审察一切的报怨明细记录顾客称心度调查根据合约规定，HRG中国将被派克汉尼汾每半年考评一次效力质量。派克汉尼汾将用HRG中国一同确定“顾客称心度调查问卷内容与抽查方法。服 务 水 准 跟 踪客户称心赞扬率95%目录节支方略公司概要31

16、效力范围2技术支持4客户管理 沟通的桥梁赞扬处置季度评审效力水准审计管理信息系统报告供应商谈判差旅政策咨询流程优化每一年我们都为我们的客户节约了数以百万的差旅开支,每一天我们都在提升本人去给予您最好的游览享用差旅活动目的地市场分类未运用电子客票追踪出票未运用公司协议价票价审核报告未节支及缘由报告按航线分类按航空公司分类出票未运用最低票价按舱位级别分类管理信息系统报告 MIS数据追踪节支战略航空协议采购及优化最低票价政策及最低合理票价保证提早采购及预订政策电子客票运用及跟踪方案游览政策强化及合规性供应商谈判 / RFP 管理工程方案和相应战略数据整合“底线 分析市场信息和对比RFP (招标) 管理方案书分析 与“底线谈判技巧合同管理 执行和沟通 最终分析 与 “底线 1234567891010 步节支分析客户 A提早时间量分析节支分析客户 A未运用电子客票分析 节支分析