奥美客户服务new.ppt

Client Service客户服务Department Meeting部门会议2 March 2001 no phone calls … 没有电话 no going in and out to look at L/O … 没有进进出出的 no rushing off for meetings at 2:45pm … 在下午2：45没有紧急的会议 thank you 谢谢 If everyone in C/S is here now,是否负责客户服务的人都在这里了 what happens when our clients call in ? 当你的客户给你电话的时候都发生什么事了？ BE PROFESSIONAL 怎样才是专业 ABOUT WHAT WE DO Some basic things about C/S客户服务最基本的事情 Punctuality准时 Tidiness整齐 Attention to details注意细节 Promptness机敏 Think ahead Think around有先见之明 并考虑全局 Care - normally shown by how much you know ? 关心-通常体现在你知道多少 How much do you know ?你了解多少？ About Ogilvy关于奥格威 About your creative / media … partners 关于你的创意/媒介的伙伴 About the brands that you work for 关于你所服务的品牌 About your client 关于你的客户 About the industry 关于这个行业 About general …. 关于整个。。。。 What are Ogilvy values ?奥美的价值是什么？ How many people do we have in GZ ?在我们的广州有多少人？ When is your creative director going on leave ? 你的创意总监是什么时候请假的？ When was your brand launched ? Market share now ? 你的品牌是什么时候投放市场的？市场占有率如何？ How much are the products selling at ? Competition ? 产品在出售？竞争品牌呢？ What’re the pantone colours of their logos ? 他们的LOGO的色标是多少？ What’s your client’s profit margin ? 你的客户的边际利润是怎样的？ What does your client think of you ? 你的客户是怎样思考你的？ Which agencies are handling your competitive brands ? 你的竞争品牌的代理商是谁？ Which are the good production houses in Shanghai ? 上海的工作室哪个比较好？ AGAIN.此外 BE PROFESSIONAL 怎样才是专业 ABOUT WHAT WE DO Little things that bite us刺痛我们的小事情 Typos in a fax or quotation传真或报价文本中的小错 Treating junior client/staff with no respect不重视与资浅客户与员工的交谈 Hiding your mistakes隐藏你的过失 Late for meetings开会迟到 Missing contact reports缺少联络报告 Avoiding client回避客户 Blaming others指责他人 Not seen as in control控制过程中看不清楚 Not reviewing work before presenting to client 见客户时不做准备工作 And more ... 还有更多。。。 Today’s Agenda今天的议程 Our Sydney office我们的悉尼办事处 Agency Leadership Simulation代理商领导能力模拟 Survey on “Me”监视自己 Roles Responsibilities角色与职责 Training Plan培训计划 Department and business updates部门与业务的最新消息 Suggestions or concerns建议与意见 Our Sydney Office