1、Carrefour China Institute 1 热忱待客培训课热忱待客培训课 How to Welcome Customers Training 培训员手册培训员手册 Handbook for Trainers Carrefour China Institute 2 给培训员的话给培训员的话 Words to Trainers 欢迎你加入“热忱待客”培训课,成为兼任的店培训员 Welcome to become the trainer for the training “How to Welcome Customers”. 希望你能发挥专业的能力及培训员的才华,使“热忱待客” 培训课能2、活泼 ,生动,有趣:也使学员能因为你而满载而归,有更多的领悟. 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. 祝你有一个愉快的教学经验 We wish you enjoy yourself during training Carrefour China Institute 3 “热忱待客”培训时间表“热忱3、待客”培训时间表 “How to Welcome Customers” Training Time Schedule 9:00 时间时间 When 培训内容培训内容 What 参加者参加者 Who 店培训员致词 Store Trainers Welcome 9:15 互相介绍 Introduction by pair 9:45 介绍培训的目的和程序 Objectives and Process of the Training 9:50 店长致词 Store Managers Welcome 9:55 顾客访谈录 Talk with Customers/Video Tape Carrefour 4、China Institute 4 10:15 阶段一阶段一 Phase 1 了解顾客在意什么 To know what the customers care about 1.第一阶段的目的 Objective of phase 1 2.顾客访谈 Talk with customers/video tape debriefing 3.顾客满意度调查 Customers survey results 4.当我是一个顾客时 When I am a customer. 时间时间 When 培训内容培训内容 What 参加者参加者 Who 12:30 午餐 Lunch Carrefour China 5、Institute 5 13:30 阶段二阶段二 Phase 2 我们以什么去接待顾客 How shall we welcome the customers? 1. 第二阶段的目的 Objective of phase 2 2. 接待顾客的三步曲 Talk with customers/video tape debriefing 3. 4 X 20 4 X 20 4.自我评估 Self-assessment 1) 仪容 Appearance 2) 用语 Wording 3) 态度 Manner 4) 是与否 Yes/No 时间时间 When 培训内容培训内容 What 参加者参加者 Who C6、arrefour China Institute 6 15:15 阶段三阶段三 Phase 3 1.第三阶段的目的 Objective of phase 3 2.录象:服务中心 Information center/video tape 3.接待顾客的三步曲 3 steps for Welcoming the customers 1) 欢迎顾客 Welcome customers 2) 满足顾客的需要 Answer customers needs 3) 令顾客满意地离去 Make customers leave the store satisfied 4. 家乐福人员如何接待顾客? How d7、o Carrefour staffs welcome? /Video tape debriefing 5. 现场考察 20 minutes, On-spot inspection/team of 2 时间时间 When 培训内容培训内容 What 参加者参加者 Who 15:00 休息 Rest Carrefour China Institute 7 17:30 阶段四阶段四 Phase 4 如何改善服务品质? How to improve service quality? 1.第四阶段的目的 Objective of phase 4 2.团体讨论 10 minutes group discu8、ssion 3.提交意见书 Presentation of the Suggestive Report to store Manager 4.我的承诺 My promise 5.店长总结 Store Managers Conclusion 6.拍照 Take picture 时间时间 When 培训内容培训内容 What 参加者参加者 Who 18:30 培训结束 End of the training Carrefour China Institute 8 热忱待客热忱待客 “How to Welcome Customers” Training Time Schedule 9:00 店培训员9、致词 Store Trainers Welcome 9:15 相互介绍 Introduction by pair 9:45 介绍培训的目的和程序 Objectives and process of the training 9:50 店长致词 Store Managers Welcome 9:55 顾客访谈 Talk with customers/video tape 10:00 休息 Rest 10:15 阶段一阶段一 Phase 1 了解顾客在意什么 To know what the customers care about 1. 第一阶段的目标 Objective of phase 1 10、2. 顾客访谈 Talk with customers/video tape 3. 顾客满意度调查 Customers survey results 4. 当我是一个顾客时 When I am a customers. 12:30 午餐 13:30 阶段二阶段二 Phase 2 我们以什么去接待顾客 How shall we Welcome the Customers? 1. 第二阶段的目标 Objective of phase 2 Carrefour China Institute 9 热忱待客热忱待客 “How to Welcome Customers” Training Time Sch11、edule 15:00 休息 Rest 15:15 阶段三阶段三 Phase 3 1.第三阶段的目的 Objective of phase 3 2.录象:服务中心 Information center/video tape 3.接待顾客的三步曲 3 steps for Welcoming the customers 1) 欢迎顾客 Welcome customers 2) 满足顾客的需要 Answer customers needs 3) 令顾客满意地离去 Make customers leave the store satisfied 4.家乐福人员如何接待顾客? How do Carref12、our staffs welcome? /Video tape debriefing 5.现场考察 20 minutes, On-spot inspection/team of 2 2. 接待顾客的三要素 3Focal points to welcome customers? 3. 4 X 20 4 X 20 4. 自我评估: Self-assessment 1) 仪容 Appearance 2) 用语 Wording 3) 态度 Manner 4) 是或否 Yes/No Carrefour China Institute 10 热忱待客热忱待客 “How to Welcome Custome13、rs” Training Time Schedule 17:30 阶段四阶段四 Phase 4 如何改善服务品质? How to improve service quality? 1. 第四阶段的目的 Objective of phase 4 2. 团体讨论 10 minutes group discussion 3. 提交意见书 Presentation of the Suggestive Report to store Manager 4. 我的承诺 My promise 5. 店长总结 Store Managers Conclusion 6. 拍照 Take picture 18:30 14、培训结束 End of the training Carrefour China Institute 11 介绍介绍 Introduction 9:00 店培训员致词 Store Trainers Welcome 发给每个人一张上课证贴在衣服上并解释学习公约 Give the training stickers and the trainees booklet to every one. And explain the training rules. 9:05 相互介绍 Introduction by pair - 5分钟准备 5 minutes preparation - 25分钟参与 2515、 minutes participation 9:25 介绍培训的程序和目的 Objectives and process of the training 介绍培训流程 Training process * 说明各阶段及其目的 Tell the trainees every phase and its goal. 发贴纸 Hand out the stickers 用学习公约 Use training rules 受训人员站到前面 Trainees come to the front 放投影片1-5,使用流程表 Play slide 1,2,3+Process Chart 用训练流程表 Use16、 training process chart Carrefour China Institute 12 1. 阶段一: 了解顾客在意什么. Phase 1: to know what the customers care about. 2. 阶段二: 我们以什么去接待顾客? Phase 2: How shall we welcome customers? 3. 阶段三: 接待顾客的三步曲. Phase 3: 3 steps for welcoming the customers 4. 阶段四: 如何改善服务品质 Phase 4: How to improve service quality?17、 9:30 请店长(或值班经理)讲话 Store Managers Welcome ( If day off:Duty Manager) Carrefour China Institute 13 阶段一阶段一 Phase One 9:40 1.说明“阶段一”的主题和目的 Explain the objective of phase 1 (说明此阶段包括三个不同的活动,都是以顾客的眼光看 我们的服务) (Clarify the phase includes 3 different activities focusing on the customers opinion of our servic18、e) - 录影带 Video tape - 问卷 Questionnaire - 集体讨论 Group discussion 2.问学员有哪些方式可以帮助我们了解顾客的意见 Ask the trainees through which means we could know about the customers opinions (说明在本阶段我们将用影片及问卷来了解顾客的意见) (Make it clear that in phase 1 we will use film and questionnaire to get an idea of customers opinions) 09:19、50 请学员看录影带“顾客访谈录” Play videotape about “Talk with customers”to trainees 10:20 休息15分钟 15-minutes break 用训练流程表 Use training process chart 放录影带 Play videotape Carrefour China Institute 14 10:35 讨论“顾客访谈”影片讨论“顾客访谈”影片 Debriefing of the film “Talk with Customers” *问学员: Ask: 在片中我们共问顾客几个问题? How many question20、s do we ask in the film? 都有关什么 What are the questions about 共有哪些问题? What are the questions? *请学员看“顾客访谈”的六个问题,并轮流念问题. Let the trainees read the 6 questions in the film one by one. *问学员: 1)顾客 主要的 “抱怨”有哪些? Ask What does the customers mainly complain 2)他们的抱怨有道理吗? Are the complaints reasonable? 3)我们一般都怎么21、处理? How do we handle these cases usually? 放投影片7 Play slide 1 0 在白板上写下“抱怨”及 讨论的内容 Write down the contents of complaints and discussion on the white board Carrefour China Institute 15 在白板上写下“优点”及讨 论内容 Write down “merits”and content of discussion on the white board 4)你们的顾客会这样抱怨吗? Are the complaints rea22、sonable? 5)你怎么反应 How do we handle these cases usually? *问学员和顾客认为我们有什么“优点” Question: what merits do the customer think that we have? *问学员顾客有什么“建议” Question: What suggestions have the customers put forward? *请学员再看一遍“顾客访谈”影片 See the film again 在白板上写下“建议”及讨 论内容 Write down “suggestion”and content of disc23、ussion on the white board 放录影带 Play video tape Carrefour China Institute 16 10:45 顾客满意度问卷调查顾客满意度问卷调查 Debriefing of the Talk with Customers 说明问卷调查在店内所做,共调查了2,000位顾客,是有 关顾客对我们的服务是否满意的调查. Clarify the survey was conducted with 2,000customers, about the customers satisfaction. *请学员轮流念一遍题目. Ask the traine24、es to read the questions one by one *请学员站在顾客的立场上猜顾客的想法 Ask the trainees to put them in the customers sides to guess their thoughts 说明 的意义 Tell the meaning of the symbols. 说明每个问题只能选一个答案 Explain only one answer for each question. 发8个贴纸给每个学员 Give 8 stickers to each trainee 请学员一同上来贴 Invite the trainee t25、o come to the front to paste. 放投影片8 Play slide 11 发贴纸 Hand out stickers Carrefour China Institute 17 讨论结果,问学员为什么认为顾客会满意或尚可 Discuss the result. Ask the trainees for which reason they give their answers. 与店的实际结果比较 Compare the result with the actual result of the store. 讨论差别 表示不满意,我们必须提高 Discuss the di26、fference, mean dissatisfaction, we must improve the amount of 11:30 小组讨论“当我是一位顾客时小组讨论“当我是一位顾客时” Group discussion: When I am a Customer . 问学员什么时候他们也是顾客 Ask the trainees when they are also customers, what kind of service do they expect? 他们对服务人员的“仪容”，“说话方式”及“态度 有什么要求? What requirements do they have for27、 the service person in the respect of appearance, wording and manner? 放投影片(店内调查结果) Play slide (the results of store) 在白板上写下“当我是一 位顾客 ”及仪容，用语， 态度 Write down the contents of complaints and discussion on the white board Carrefour China Institute 18 *将学员分成三组 Debriefing the trainees into 3 groups *请他们用2028、分钟对“仪容”,“用语”及“态度”讨论, 在纸上 写下答案,并请学员派一名代表. 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. *请每位代表轮流上台说明 Ask the representative to come to the front to give speech. *综合每组的意见,说明一般顾客对仪容,用语及态度的要 29、求 Bring together the opinions of each group, make clear the usual expectation on the manner, wording an appearance of the service person. *我们对服务人员的要求,顾客对我们也有同样的要求,问 学员当他们在工作时可以做到顾客要求的多少? We have requirement for the service person, for the customers, vice versa. *100%,70%或40%, 请学员举手,讨论为什么. Ask the tr30、ainees how much they can achieve customers expectatioon, 100%,70% or 40%? Ask them to raise hands and tell why 发纸和笔 Send paper and pen 将纸固定在白板上 Write down the contents of complaints and discussion on the white board 分组 Groups Carrefour China Institute 19 12:30 请学员去用餐,并说明下午两点准时开始 Lunch. Training is t31、o be continued at 1:30 oclock Carrefour China Institute 20 阶段二阶段二 Phase Two 14:00 说明“阶段二”的主题和目的 Explain the objective of phase 2 1. 1. 接待顾客的三要素接待顾客的三要素 3 focal points for Welcoming Customers *说明接待顾客的三要素即为刚才讨论的仪容,用语和态度 Make clear that appearance, wording and manner are the 3 focal points for welcomin32、g customers. 2. 4 2. 4 X 20X 20 4 X 20 *请大家猜猜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 用训练流程表 (遮住内容,逐步放开) Use training process chart (Cover the content, then uncover little by little) 放投影片37 Play slide 37 Carrefour China Institute 21 *说明整个表的意义 Expl33、ain the meaning of the whole form. -4 X 20是国际共通的沟通步骤,也是人与人印象产 生的过程 4 x 20 indicates the procedure for international communication, namely, the process of leaving impression on others. -4 X 20包括了我们对别人的“仪容”,“用语”和 “态度”的所有观察 4 x 20 includes all our observation of othersappearance, wording and manner. -我34、们的顾客也是用同样的方法在观察我们 Our customers are also judging us in the same way. 14:00 3.3.自我评估自我评估 Self-assessment 说明现在要看看自己在“仪容”,“用语”和“态 度”上表现如何 Let the trainee first assess their ownappearance, wording and manner *请学员由“仪容”开始作自我评估 Let them begin from assessing their appearance 请学员翻到P.6 Open at P.6 Carrefour C35、hina Institute 22 *请学员做答案前举例说明 Ask them to quote examples before answering *给学员5分钟做答案 Give each trainee 5 minutes to answer *讨论结果: Discussion: 说明一个“一向都是”算一分 ExplainAlwaysscores 1 问是否有人满分，恭喜他，他可以做大家的榜样 Ask whether therere persons who get 10, if there is , congratulate them and stand them as examples.36、 问那些人得8分以上，称赞他们也非常好，问有拿几 个没做到 Praise those who get more than 8, mean while ask them to find their defects, and reason of thos defects. 问那些人得6分到8分， 问有拿几个没做到，为什么 Ask those who score from 6 to 8, which point they cant behave up to and why. 问那些人得4分到6分， 问有拿几个没做到，为什么 Ask those who score from 4 to 6, which37、 point they cant behave up to and why. Carrefour China Institute 23 问那些人得4分以下，请他们改善以免留给别人不好 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 *重复上述的程序做“用语”的评估 Use the same pricess for the assessment of wording. 14:30 * 重复上述的程序做“态度”的评估 Us38、e the same process for the assessment of manner. 14:45 *请大家来做“正面积极态度”的小小测验 Invite all to play a game called positive manner 请学员用 “”或“ X” 做答,在5分钟内完成 Ask the trainees to answer withor“X”,5 minutes to answer 练习答案: Answers: 1. 2. X 3. X 4. 5. 6. X 7. 8. X 9. X 10. 11. X 12. X 讨论结果,问学员如果是X,他们会如何回答? Discu39、ss about the result, ask the trainees if the answer is X, how will they reply? 15:00 休息15分钟 15-minutes break 请学员翻到P.7 Open at P.7 请学员翻到P.8 Open at P.8 请学员翻到P.9 Open at P.9 Carrefour China Institute 24 阶段三阶段三 Phase Three 15:15 说明“阶段三”的主题和目的 Explain the objective of phase 3 15.30 顾客接待三步曲顾客接待三步曲 3 step40、s for Welcoming the Customers *请学员猜我们与顾客接触可大致分为哪三个步骤 Let the trainees guess what are the 3 steps 1.欢迎顾客 Welcome customers 2. 询问顾客的需要 Answer customers needs 3. 令顾客满意而归 Make customers leave satisfied *请学员轮流念内容 Let the trainees read the content ont by one. *指出三个步骤的共同点,并讨论内容. Point out the common points41、 of the 3 steps and discuss about them. 说明如果有机会我们应该可以一一做到每个细节 Explain that we can make it up to each detail if it allows. 用训练流程表 Use training process chart 放投影片39 Play slide39 Carrefour China Institute 25 看影片一“入口警卫”（错误） Resee film 1 Entrance Guard (bed version) 看完后说明这是在店内真实发生的状况,影片中的人物都 是真正的家乐福员工 Af42、ter seeing the film, tell them that what in the film is real, the staff in the film is real carrefour staff. 讨论影片情景 Discuss the plots of the film. *依三步区来讨论影片内的人物 Analyze the personnel in the film according to the 3 steps. 家乐福员工如何接待顾客,正确吗?问题在哪里 How Carrefour staff welcome the customers? Is it right w43、ay? Where is the problem? 顾客会有怎样的感觉? How will the customers feel? 如果是你,你会怎么做? If you were the staff in film, what would you do? (请强调:亲切有耐心的态度与合理解释的重要性,及时补 货的目的是什么?谁是我们真正的老板) (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? 放录影带(错误) Play videotape.(bad version) Carrefour China Institute 26 *可以请两人上台做角色扮演,做正确示范 Ask 2 trainees to come to the ront to role play. *看影片一“入口警卫”（正确） Resee film 1 Entrance Guard (good version) *以同样的方式讨论影片2,3,4,5景 Discuss the 2nd, 3rd, 4th, 5th scene of the film in 45、the same way. 分别为警卫,杂货,沙拉吧,收银 They are of security, grocery, salad bar, cashier respectively. 16:30 现场观察现场观察 On-spot inspection 让我们一起去看看家乐福员工如何接待顾客 Lets go together to see how Carrefour staff welcome the customers? *将学员分成两人一组 Separate the trainees into groups, 3 persons/group. * 发考察表,说明用法,及考察结果报告的方式46、 Hand out inspection form, explain how to fill it. 分组 Divide the trainees into groups 用学员手册P.10 Open at P.10 放录影带（正确） Play videotape.(good version) 放投影片40-48 Play slide40-48 Carrefour China Institute 27 *请他们分别去以下几个部门考察(注意不要与学员的 部门相同) Tell them to inspect the following units 收银 Cashier 服务台 Informatio47、n Center 警卫 Security 沙拉吧 Salad Bar 生鲜 Fresh 家电课 Appliance *请大家出发,用20分钟去考虑,并准时在17:00回到教室 Use 20 minutes for inspection, tell trainees to be back at 17:00 17:00 *请每一组派一个代表上来综合说明考察结果 Ask each group to choose one representative to clarify the rsult of inspection Carrefour China Institute 28 17:30 说明“阶段四48、”的主题及目的 Separate the trainees into groups, 3 persons/group. 说明经过一天的训练,希望大家脑力激荡一下 Hand out inspection form, explain how to fill it. 共同找出一些点子,来提高我们对顾客的服务品质 Tell them to inspect the following units “我们店应该如何改善对顾客的服务品质”小组讨论“我们店应该如何改善对顾客的服务品质”小组讨论 Group Discussion *将学员分成三组 Divide the trainees into 3 group49、s. 请他们用10分钟讨论有什么主意可以帮助改善对顾客 的服务品质,并在讨论后将注意写在白纸上 Ask them to use 10 minutes to discuss How to improve service quality, then write down the ideas on the paper. 用训练流程图 Use process chart 将题目写在白板上 Write the topic on the white board 阶段四阶段四 Phase Four Carrefour China Institute 29 *说明做结论时,将每一组派一名代表上来报告讨论结 果50、给店长 When concluding, ask every group to choose one trainee, and report the ideas to the Store Manager. 17:50 向店长提交意见书向店长提交意见书 Presentation of suggestive report to the Store Manager 请两名代表将“我们店应该如何改善对顾客的服务品 质” 的建议报告给店长 Choose 2 representatives to present to the Store Manager the suggestive report on H