1、Carrefour China Institute 1 熱忱待客培訓課熱忱待客培訓課 How to Welcome Customers Training 培訓員手冊培訓員手冊 Handbook for Trainers Carrefour China Institute 2 給培訓員的話給培訓員的話 Words to Trainers 歡迎你加入“熱忱待客”培訓課,成為兼任的店培訓員 Welcome to become the trainer for the training “How to Welcome Customers”. 希望你能發揮專業的能力及培訓員的才華,使“熱忱待客” 培訓課能

2、活潑 ,生動,有趣:也使學員能因為你而滿載而歸,有更多的領悟. We hope you can give full play to you professional ability and talent to make the training class interesting and animated so that the trainees will learn a lot from you. 祝你有一個愉快的教學經驗 We wish you enjoy yourself during training Carrefour China Institute 3 “熱忱待客”培訓時間表“熱忱

3、待客”培訓時間表 “How to Welcome Customers” Training Time Schedule 9:00 時間時間 When 培訓內容培訓內容 What 參加者參加者 Who 店培訓員致詞 Store Trainers Welcome 9:15 互相介紹 Introduction by pair 9:45 介紹培訓的目的和程序 Objectives and Process of the Training 9:50 店長致詞 Store Managers Welcome 9:55 顧客訪談錄 Talk with Customers/Video Tape Carrefour

4、China Institute 4 10:15 階段一階段一 Phase 1 了解顧客在意什么 To know what the customers care about 1.第一階段的目的 Objective of phase 1 2.顧客訪談 Talk with customers/video tape debriefing 3.顧客滿意度調查 Customers survey results 4.當我是一個顧客時 When I am a customer. 時間時間 When 培訓內容培訓內容 What 參加者參加者 Who 12:30 午餐 Lunch Carrefour China

5、Institute 5 13:30 階段二階段二 Phase 2 我們以什么去接待顧客 How shall we welcome the customers? 1. 第二階段的目的 Objective of phase 2 2. 接待顧客的三步曲 Talk with customers/video tape debriefing 3. 4 X 20 4 X 20 4.自我評估 Self-assessment 1) 儀容 Appearance 2) 用語 Wording 3) 態度 Manner 4) 是與否 Yes/No 時間時間 When 培訓內容培訓內容 What 參加者參加者 Who C

6、arrefour China Institute 6 15:15 階段三階段三 Phase 3 1.第三階段的目的 Objective of phase 3 2.錄象:服務中心 Information center/video tape 3.接待顧客的三步曲 3 steps for Welcoming the customers 1) 歡迎顧客 Welcome customers 2) 滿足顧客的需要 Answer customers needs 3) 令顧客滿意地離去 Make customers leave the store satisfied 4. 家樂福人員如何接待顧客? How d

7、o Carrefour staffs welcome? /Video tape debriefing 5. 現場考察 20 minutes, On-spot inspection/team of 2 時間時間 When 培訓內容培訓內容 What 參加者參加者 Who 15:00 休息 Rest Carrefour China Institute 7 17:30 階段四階段四 Phase 4 如何改善服務品質? How to improve service quality? 1.第四階段的目的 Objective of phase 4 2.團體討論 10 minutes group discu

8、ssion 3.提交意見書 Presentation of the Suggestive Report to store Manager 4.我的承諾 My promise 5.店長總結 Store Managers Conclusion 6.拍照 Take picture 時間時間 When 培訓內容培訓內容 What 參加者參加者 Who 18:30 培訓結束 End of the training Carrefour China Institute 8 熱忱待客熱忱待客 “How to Welcome Customers” Training Time Schedule 9:00 店培訓員

9、致詞 Store Trainers Welcome 9:15 相互介紹 Introduction by pair 9:45 介紹培訓的目的和程序 Objectives and process of the training 9:50 店長致詞 Store Managers Welcome 9:55 顧客訪談 Talk with customers/video tape 10:00 休息 Rest 10:15 階段一階段一 Phase 1 了解顧客在意什么 To know what the customers care about 1. 第一階段的目標 Objective of phase 1

10、2. 顧客訪談 Talk with customers/video tape 3. 顧客滿意度調查 Customers survey results 4. 當我是一個顧客時 When I am a customers. 12:30 午餐 13:30 階段二階段二 Phase 2 我們以什么去接待顧客 How shall we Welcome the Customers? 1. 第二階段的目標 Objective of phase 2 Carrefour China Institute 9 熱忱待客熱忱待客 “How to Welcome Customers” Training Time Sch

11、edule 15:00 休息 Rest 15:15 階段三階段三 Phase 3 1.第三階段的目的 Objective of phase 3 2.錄象:服務中心 Information center/video tape 3.接待顧客的三步曲 3 steps for Welcoming the customers 1) 歡迎顧客 Welcome customers 2) 滿足顧客的需要 Answer customers needs 3) 令顧客滿意地離去 Make customers leave the store satisfied 4.家樂福人員如何接待顧客? How do Carref

12、our staffs welcome? /Video tape debriefing 5.現場考察 20 minutes, On-spot inspection/team of 2 2. 接待顧客的三要素 3Focal points to welcome customers? 3. 4 X 20 4 X 20 4. 自我評估: Self-assessment 1) 儀容 Appearance 2) 用語 Wording 3) 態度 Manner 4) 是或否 Yes/No Carrefour China Institute 10 熱忱待客熱忱待客 “How to Welcome Custome

13、rs” Training Time Schedule 17:30 階段四階段四 Phase 4 如何改善服務品質? How to improve service quality? 1. 第四階段的目的 Objective of phase 4 2. 團體討論 10 minutes group discussion 3. 提交意見書 Presentation of the Suggestive Report to store Manager 4. 我的承諾 My promise 5. 店長總結 Store Managers Conclusion 6. 拍照 Take picture 18:30

14、培訓結束 End of the training Carrefour China Institute 11 介紹介紹 Introduction 9:00 店培訓員致詞 Store Trainers Welcome 發給每個人一張上課證貼在衣服上并解釋學習公約 Give the training stickers and the trainees booklet to every one. And explain the training rules. 9:05 相互介紹 Introduction by pair - 5分鐘準備 5 minutes preparation - 25分鐘參與 25

15、 minutes participation 9:25 介紹培訓的程序和目的 Objectives and process of the training 介紹培訓流程 Training process * 說明各階段及其目的 Tell the trainees every phase and its goal. 發貼紙 Hand out the stickers 用學習公約 Use training rules 受訓人員站到前面 Trainees come to the front 放投影片1-5,使用流程表 Play slide 1,2,3+Process Chart 用訓練流程表 Use

16、 training process chart Carrefour China Institute 12 1. 階段一: 了解顧客在意什么. Phase 1: to know what the customers care about. 2. 階段二: 我們以什么去接待顧客? Phase 2: How shall we welcome customers? 3. 階段三: 接待顧客的三步曲. Phase 3: 3 steps for welcoming the customers 4. 階段四: 如何改善服務品質 Phase 4: How to improve service quality?

17、 9:30 請店長(或值班經理)講話 Store Managers Welcome ( If day off:Duty Manager) Carrefour China Institute 13 階段一階段一 Phase One 9:40 1.說明“階段一”的主題和目的 Explain the objective of phase 1 (說明此階段包括三個不同的活動,都是以顧客的眼光看 我們的服務) (Clarify the phase includes 3 different activities focusing on the customers opinion of our servic

18、e) - 錄影帶 Video tape - 問卷 Questionnaire - 集體討論 Group discussion 2.問學員有哪些方式可以幫助我們了解顧客的意見 Ask the trainees through which means we could know about the customers opinions (說明在本階段我們將用影片及問卷來了解顧客的意見) (Make it clear that in phase 1 we will use film and questionnaire to get an idea of customers opinions) 09:

19、50 請學員看錄影帶“顧客訪談錄” Play videotape about “Talk with customers”to trainees 10:20 休息15分鐘 15-minutes break 用訓練流程表 Use training process chart 放錄影帶 Play videotape Carrefour China Institute 14 10:35 討論“顧客訪談”影片討論“顧客訪談”影片 Debriefing of the film “Talk with Customers” *問學員: Ask: 在片中我們共問顧客幾個問題? How many question

20、s do we ask in the film? 都有關什么 What are the questions about 共有哪些問題? What are the questions? *請學員看“顧客訪談”的六個問題,并輪流念問題. Let the trainees read the 6 questions in the film one by one. *問學員: 1)顧客 主要的 “抱怨”有哪些? Ask What does the customers mainly complain 2)他們的抱怨有道理嗎? Are the complaints reasonable? 3)我們一般都怎么

21、處理? How do we handle these cases usually? 放投影片7 Play slide 1 0 在白板上寫下“抱怨”及 討論的內容 Write down the contents of complaints and discussion on the white board Carrefour China Institute 15 在白板上寫下“優點”及討 論內容 Write down “merits”and content of discussion on the white board 4)你們的顧客會這樣抱怨嗎? Are the complaints rea

22、sonable? 5)你怎么反應 How do we handle these cases usually? *問學員和顧客認為我們有什么“優點” Question: what merits do the customer think that we have? *問學員顧客有什么“建議” Question: What suggestions have the customers put forward? *請學員再看一遍“顧客訪談”影片 See the film again 在白板上寫下“建議”及討 論內容 Write down “suggestion”and content of disc

23、ussion on the white board 放錄影帶 Play video tape Carrefour China Institute 16 10:45 顧客滿意度問卷調查顧客滿意度問卷調查 Debriefing of the Talk with Customers 說明問卷調查在店內所做,共調查了2,000位顧客,是有 關顧客對我們的服務是否滿意的調查. Clarify the survey was conducted with 2,000customers, about the customers satisfaction. *請學員輪流念一遍題目. Ask the traine

24、es to read the questions one by one *請學員站在顧客的立場上猜顧客的想法 Ask the trainees to put them in the customers sides to guess their thoughts 說明 的意義 Tell the meaning of the symbols. 說明每個問題只能選一個答案 Explain only one answer for each question. 發8個貼紙給每個學員 Give 8 stickers to each trainee 請學員一同上來貼 Invite the trainee t

25、o come to the front to paste. 放投影片8 Play slide 11 發貼紙 Hand out stickers Carrefour China Institute 17 討論結果,問學員為什么認為顧客會滿意或尚可 Discuss the result. Ask the trainees for which reason they give their answers. 與店的實際結果比較 Compare the result with the actual result of the store. 討論差別 表示不滿意,我們必須提高 Discuss the di

26、fference, mean dissatisfaction, we must improve the amount of 11:30 小組討論“當我是一位顧客時小組討論“當我是一位顧客時” Group discussion: When I am a Customer . 問學員什么時候他們也是顧客 Ask the trainees when they are also customers, what kind of service do they expect? 他們對服務人員的“儀容”，“說話方式”及“態度 有什么要求? What requirements do they have for

27、 the service person in the respect of appearance, wording and manner? 放投影片(店內調查結果) Play slide (the results of store) 在白板上寫下“當我是一 位顧客 ”及儀容，用語， 態度 Write down the contents of complaints and discussion on the white board Carrefour China Institute 18 *將學員分成三組 Debriefing the trainees into 3 groups *請他們用20

28、分鐘對“儀容”,“用語”及“態度”討論, 在紙上 寫下答案,并請學員派一名代表. Ask them to use 20 minutes discuss on the “appearance”, “wording”and “manner”. Write down the answers on the paper, ask each group to choose a representative. *請每位代表輪流上臺說明 Ask the representative to come to the front to give speech. *綜合每組的意見,說明一般顧客對儀容,用語及態度的要

29、求 Bring together the opinions of each group, make clear the usual expectation on the manner, wording an appearance of the service person. *我們對服務人員的要求,顧客對我們也有同樣的要求,問 學員當他們在工作時可以做到顧客要求的多少? We have requirement for the service person, for the customers, vice versa. *100%,70%或40%, 請學員舉手,討論為什么. Ask the tr

30、ainees how much they can achieve customers expectatioon, 100%,70% or 40%? Ask them to raise hands and tell why 發紙和筆 Send paper and pen 將紙固定在白板上 Write down the contents of complaints and discussion on the white board 分組 Groups Carrefour China Institute 19 12:30 請學員去用餐,并說明下午兩點準時開始 Lunch. Training is t

31、o be continued at 1:30 oclock Carrefour China Institute 20 階段二階段二 Phase Two 14:00 說明“階段二”的主題和目的 Explain the objective of phase 2 1. 1. 接待顧客的三要素接待顧客的三要素 3 focal points for Welcoming Customers *說明接待顧客的三要素即為剛才討論的儀容,用語和態度 Make clear that appearance, wording and manner are the 3 focal points for welcomin

32、g customers. 2. 4 2. 4 X 20X 20 4 X 20 *請大家猜猜4 X 20是什么 Let them guess what 4x20 means. 1.步 Steps 2. 公分 Centimeters 3. 字 Words 4. 秒 Seconds 用訓練流程表 (遮住內容,逐步放開) Use training process chart (Cover the content, then uncover little by little) 放投影片37 Play slide 37 Carrefour China Institute 21 *說明整個表的意義 Expl

33、ain the meaning of the whole form. -4 X 20是國際共通的溝通步驟,也是人與人印象產 生的過程 4 x 20 indicates the procedure for international communication, namely, the process of leaving impression on others. -4 X 20包括了我們對別人的“儀容”,“用語”和 “態度”的所有觀察 4 x 20 includes all our observation of othersappearance, wording and manner. -我

34、們的顧客也是用同樣的方法在觀察我們 Our customers are also judging us in the same way. 14:00 3.3.自我評估自我評估 Self-assessment 說明現在要看看自己在“儀容”,“用語”和“態 度”上表現如何 Let the trainee first assess their ownappearance, wording and manner *請學員由“儀容”開始作自我評估 Let them begin from assessing their appearance 請學員翻到P.6 Open at P.6 Carrefour C

35、hina Institute 22 *請學員做答案前舉例說明 Ask them to quote examples before answering *給學員5分鐘做答案 Give each trainee 5 minutes to answer *討論結果: Discussion: 說明一個“一向都是”算一分 ExplainAlwaysscores 1 問是否有人滿分，恭喜他，他可以做大家的榜樣 Ask whether therere persons who get 10, if there is , congratulate them and stand them as examples.

36、 問那些人得8分以上，稱贊他們也非常好，問有拿幾 個沒做到 Praise those who get more than 8, mean while ask them to find their defects, and reason of thos defects. 問那些人得6分到8分， 問有拿幾個沒做到，為什么 Ask those who score from 6 to 8, which point they cant behave up to and why. 問那些人得4分到6分， 問有拿幾個沒做到，為什么 Ask those who score from 4 to 6, which

37、 point they cant behave up to and why. Carrefour China Institute 23 問那些人得4分以下，請他們改善以免留給別人不好 的印象 Ask those who scores under 4, tell them to improve it as not to leave bad impression on the customers. 14:15 *重復上述的程序做“用語”的評估 Use the same pricess for the assessment of wording. 14:30 * 重復上述的程序做“態度”的評估 Us

38、e the same process for the assessment of manner. 14:45 *請大家來做“正面積極態度”的小小測驗 Invite all to play a game called positive manner 請學員用 “”或“ X” 做答,在5分鐘內完成 Ask the trainees to answer withor“X”,5 minutes to answer 練習答案: Answers: 1. 2. X 3. X 4. 5. 6. X 7. 8. X 9. X 10. 11. X 12. X 討論結果,問學員如果是X,他們會如何回答? Discu

39、ss about the result, ask the trainees if the answer is X, how will they reply? 15:00 休息15分鐘 15-minutes break 請學員翻到P.7 Open at P.7 請學員翻到P.8 Open at P.8 請學員翻到P.9 Open at P.9 Carrefour China Institute 24 階段三階段三 Phase Three 15:15 說明“階段三”的主題和目的 Explain the objective of phase 3 15.30 顧客接待三步曲顧客接待三步曲 3 step

40、s for Welcoming the Customers *請學員猜我們與顧客接觸可大致分為哪三個步驟 Let the trainees guess what are the 3 steps 1.歡迎顧客 Welcome customers 2. 詢問顧客的需要 Answer customers needs 3. 令顧客滿意而歸 Make customers leave satisfied *請學員輪流念內容 Let the trainees read the content ont by one. *指出三個步驟的共同點,并討論內容. Point out the common points

41、 of the 3 steps and discuss about them. 說明如果有機會我們應該可以一一做到每個細節 Explain that we can make it up to each detail if it allows. 用訓練流程表 Use training process chart 放投影片39 Play slide39 Carrefour China Institute 25 看影片一“入口警衛”（錯誤） Resee film 1 Entrance Guard (bed version) 看完后說明這是在店內真實發生的狀況,影片中的人物都 是真正的家樂福員工 Af

42、ter seeing the film, tell them that what in the film is real, the staff in the film is real carrefour staff. 討論影片情景 Discuss the plots of the film. *依三步區來討論影片內的人物 Analyze the personnel in the film according to the 3 steps. 家樂福員工如何接待顧客,正確嗎?問題在哪里 How Carrefour staff welcome the customers? Is it right w

43、ay? Where is the problem? 顧客會有怎樣的感覺? How will the customers feel? 如果是你,你會怎么做? If you were the staff in film, what would you do? (請強調:親切有耐心的態度與合理解釋的重要性,及時補 貨的目的是什么?誰是我們真正的老板) (Emphasize: the importance of patience, graciousness and reasonable explanation. Whats the purpose of filling up the shelves?

44、Whos our boss in the real sense? 放錄影帶(錯誤) Play videotape.(bad version) Carrefour China Institute 26 *可以請兩人上臺做角色扮演,做正確示范 Ask 2 trainees to come to the ront to role play. *看影片一“入口警衛”（正確） Resee film 1 Entrance Guard (good version) *以同樣的方式討論影片2,3,4,5景 Discuss the 2nd, 3rd, 4th, 5th scene of the film in

45、the same way. 分別為警衛,雜貨,沙拉吧,收銀 They are of security, grocery, salad bar, cashier respectively. 16:30 現場觀察現場觀察 On-spot inspection 讓我們一起去看看家樂福員工如何接待顧客 Lets go together to see how Carrefour staff welcome the customers? *將學員分成兩人一組 Separate the trainees into groups, 3 persons/group. * 發考察表,說明用法,及考察結果報告的方式

46、 Hand out inspection form, explain how to fill it. 分組 Divide the trainees into groups 用學員手冊P.10 Open at P.10 放錄影帶（正確） Play videotape.(good version) 放投影片40-48 Play slide40-48 Carrefour China Institute 27 *請他們分別去以下幾個部門考察(注意不要與學員的 部門相同) Tell them to inspect the following units 收銀 Cashier 服務臺 Informatio

47、n Center 警衛 Security 沙拉吧 Salad Bar 生鮮 Fresh 家電課 Appliance *請大家出發,用20分鐘去考慮,并準時在17:00回到教室 Use 20 minutes for inspection, tell trainees to be back at 17:00 17:00 *請每一組派一個代表上來綜合說明考察結果 Ask each group to choose one representative to clarify the rsult of inspection Carrefour China Institute 28 17:30 說明“階段四

48、”的主題及目的 Separate the trainees into groups, 3 persons/group. 說明經過一天的訓練,希望大家腦力激蕩一下 Hand out inspection form, explain how to fill it. 共同找出一些點子,來提高我們對顧客的服務品質 Tell them to inspect the following units “我們店應該如何改善對顧客的服務品質”小組討論“我們店應該如何改善對顧客的服務品質”小組討論 Group Discussion *將學員分成三組 Divide the trainees into 3 group

49、s. 請他們用10分鐘討論有什么主意可以幫助改善對顧客 的服務品質,并在討論后將注意寫在白紙上 Ask them to use 10 minutes to discuss How to improve service quality, then write down the ideas on the paper. 用訓練流程圖 Use process chart 將題目寫在白板上 Write the topic on the white board 階段四階段四 Phase Four Carrefour China Institute 29 *說明做結論時,將每一組派一名代表上來報告討論結 果

50、給店長 When concluding, ask every group to choose one trainee, and report the ideas to the Store Manager. 17:50 向店長提交意見書向店長提交意見書 Presentation of suggestive report to the Store Manager 請兩名代表將“我們店應該如何改善對顧客的服務品 質” 的建議報告給店長 Choose 2 representatives to present to the Store Manager the suggestive report on H