购物中心客服英文培训讲述.pptVIP

Customer Service Executive Training 购物中心超级客服培训 Super 英语服务 礼仪规范 Our journey together starts here… Self-introduction 个人简介 2014-Now 欧文英语 归国高段教师 讲授课程：托福 雅思 SAT 项目 福特高管翻译（外宾接待类口、笔译） Working Experience 2011-2012 Urban Redevelopment Authority (URA, Singapore) 新加坡城市发展局（重建局）Senior Enforcement/ Inspection Officer 2012-2014 Lagardère ASPAC Changi Airport LS Travel Retail So Chocolate Senior Manager Assistant 拉加代尔旅行零售亚太公司 新加坡樟宜机场门店客服组长 连续2年获得樟宜机场星级门店 顾客满意度全航站楼连续2年第一 Frankie * Teaching Target 教学目标 在短时间内，让学员有效学习购物中心日常工作的英语交流，同时结合相关 礼仪规范，让学员在课程结束后，良好的展现出一流商场客服员工应具备的 基本英语交流能力的同时，能让生硬的口语在规范的礼仪姿态中显得生动自然。 To lead the students to learn the daily English communication skill effectively in a shopping center environment. Meanwhile, to combine the English communication skill with the basic rites and customs. After the course, students will be able to communicate with the foreign customers in English. They will be able to make their service communication more comfortable and natural with the basic knowledge of rites and customs as well. * 教学计划 课程 英文OSCAR 客服理念、原则 英语客服语言能力（必备词汇，语法,口语表达） 结课实战练习、 中/外教考核 课时 120mins 120mins 120mins To Realize Our Goals Qs: What is our purpose? Actually, in a shopping mall, we all know that it’s our people who make us what what we are. All of you here at 81 Plaza share a dedication and commitment towards providing our customers with the best possible shopping experience, every time they visit us. Therefore, as a team (especially the service staff on the frontline), we have to strive to value our customers. * Values Our mission Be the preferred partner for landlords and brands, combining the best unique services to create an environment going beyond customer’s expectations. Our Values Innovation: to anticipate the customer’s needs, we are constantly striving to innovate with the continual introduction of new concepts and services. Rerealize customer service 2 Important concepts * Homogenization Differentiatio