购物中心客服英文培训讲解.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… * 教学计划 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 Differentiation 3 aspects that customer values * Employee Performance Solution Procedure Service Which parts can be copied by others? Which parts are not that easy to be copied ? Tips * All the parts mentioned above are crucial to the service system in a shopping mall. However, the most important part should be the staff’s performance. The ENVIRONMENT and thePROCEDURE are easy to be copied whereas the performance made by the staff will be remembered by the customer forever. Service Test The reason for the loss of customer A Other places offer a cheaper price B The products are not satisfactory enough C Customer may got suggestion by others D The unprofessional behavior of a certain staff * Check this! * Pay attention to 2 aspects * Meet the basic needs Meet the emotional needs Become OSCAR What is OSCAR? It encompasses a welcoming attitude and service know-how. * Observe Preparing yourself O Open Find your bearing OSCAR * Watch Smile S Smile