家乐福--热枕待客培训.ppt

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1、热忱待客培训课HowtoWelcomeCustomersTraining培训员手册HandbookforTrainers1CarrefourChinaInstitute给培训员的话WordstoTrainers欢迎你加入“热忱待客”培训课,成为兼任的店培训员Welcometobecomethetrainerforthetraining“HowtoWelcomeCustomers”.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.Wehopeyoucangiv

2、efullplaytoyouprofessionalabilityandtalenttomakethetrainingclassinterestingandanimatedsothatthetraineeswilllearnalotfromyou.祝你有一个愉快的教学经验Wewishyouenjoyyourselfduringtraining2CarrefourChinaInstitute“热忱待客”培训时间表“HowtoWelcomeCustomers”TrainingTimeSchedule9:00时间When培训内容Wha

3、t参加者Who店培训员致词StoreTrainers’Welcome9:15互相介绍Introductionbypair9:45介绍培训的目的和程序ObjectivesandProcessoftheTraining9:50店长致词StoreManager’sWelcome9:55顾客访谈录TalkwithCustomers/VideoTape3CarrefourChinaInstitute10:15阶段一Phase1了解顾客在意什么Toknowwhatthecustomerscareabout1.第一阶段的目的Objective

4、ofphase12.顾客访谈Talkwithcustomers/videotapedebriefing3.顾客满意度调查Customerssurveyresults4.当我是一个顾客时WhenIamacustomer...时间When培训内容What参加者Who12:30午餐Lunch4CarrefourChinaInstitute13:30阶段二Phase2我们以什么去接待顾客Howshallwewelcomethecustomers?1.第二阶段的目的Objectiveofphase22.接待顾客的三步曲Talkwithcu

5、stomers/videotapedebriefing3.4X204X204.自我评估Self-assessment1)仪容Appearance2)用语Wording3)态度Manner4)是与否Yes/No时间When培训内容What参加者Who5CarrefourChinaInstitute15:15阶段三Phase31.第三阶段的目的Objectiveofphase32.录象:服务中心Informationcenter/videotape3.接待顾客的三步曲3stepsforWelcomingthecustomers1)欢

6、迎顾客Welcomecustomers2)满足顾客的需要Answercustomers’needs3)令顾客满意地离去Makecustomersleavethestoresatisfied4.家乐福人员如何接待顾客?HowdoCarrefourstaffswelcome?/Videotapedebriefing5.现场考察20minutes,On-spotinspection/teamof2时间When培训内容What参加者Who15:00休息Rest6CarrefourChinaInstitute17:30阶段四Phase4如

7、何改善服务品质?Howtoimproveservicequality?1.第四阶段的目的Objectiveofphase42.团体讨论10minutesgroupdiscussion3.提交意见书PresentationoftheSuggestiveReporttostoreManager4.我的承诺Mypromise5.店长总结StoreManager’sConclusion6.拍照Takepicture时间When培训内容What参加者Who18:30培训结束Endofthetraining7CarrefourChinaIn

8、stitute热忱待客“HowtoWelcomeCustomers”TrainingTimeSchedule9:00店培训员致词StoreTrainers’Welcome9:15相互介绍Introductionbypair9:45介绍培训的目的和程序Object