优秀的会员服务新.ppt

在普尔斯马特，我们的顾客被称为会员。他们为享有在普尔斯马特购物的权利支付了会员费，我们要认识到为他们提供良好的会员服务是很重要的！ At Pricesmart we refer to our customers as members because they have paid for the privilege of shopping at pricesmart.Because our member have paid we feel it is essential that we provide them with Superior Member service! 一旦失去了我们的会员IF WE LOSE OUR MEMBER 96%的不满意的会员从不对 他们所受到的粗暴和无理向你抱怨 96% of unhappy members never complain about rude or discourteous treatment 一旦失去了我们的会员 IF WE LOSE OUR MEMBER 其中90%的会员将不再回来购物 90% will not buy again and will never come back 每一个不满意的会员将把他的故事告诉至少其他9个人 Each unhappy members will tell hia/her story to at lease 9 other people 13%不满意的会员将把他的故事告诉至少其他9个人 13% of unhappy member will tell their stories to more than 20 people 优秀会员服务的十项要求TEN COMMANDMENTS OF SUPERIOR MEMBER SERVICE 会 员 优秀会员服务的十项要求TEN COMMANDMENTS OF SUPERIOR MEMBER SERVIC 三.不能被打扰 Is not us an interruption 四.给我们荣誉 Does us an honor 优秀会员服务的十项要求TEN COMMANDMENTS OF SUPERIOR MEMBER SERVICE 五.是我们经营的组成部分，不是无关之人 Is part of our business,not an outside 六.是与我们自己一样的人 Is a human being like ourselves 优秀会员服务的十项要求TEN COMMANDMENTS OF SUPERIOR MEMBER SERVICE 七.不是要去与之争论或说服的对象 Is not someone to argue with 八.是我们必须满足其要求的对象 Is someone whose wants we must fill 优秀会员服务的十项要求TEN COMMANDMENTS OF SUPERIOR MEMBER SERVICE 九.应得到礼貌和专注的对待 Is deserving of courteous and attentive treatment 十.有权利要求店员呈现一个整齐、洁净的面貌 Has the right to expect and employee to present a neat and clean a neat and clean appearance 要记住的事情THINGS TO REMEMBER 问候每一个会员 Greet each member 给予他们充分的关注 Give themfull attention 有礼貌并职业化 Be polite and professional 使会员疏远的言辞Statements that drive member away “对于您的问题，我无能为力” “I don`t have anything to do with your problem” “他正忙于…,能否过一会儿打来电话/再来?” “He`s busy…,would you call/come back later?” “对此,我没有办法,…这是公司的政策.” “There is nothing I can do about it …that`s company policy” “请你出示会员卡,我才能帮助你” “you`ll have to give me your membership card before I can help you” 会员和消费者的区别 会员： Member: