购物中心客服英文培训

CustomerServiceExecutiveTraining购物中心超级客服培训英语服务&礼仪规范Self-introduction个人简介2014-Now欧文英语归国高段教师讲授课程：托福雅思SAT项目福特高管翻译（外宾接待类口、笔译）WorkingExperience2011-2012UrbanRedevelopmentAuthority(URA,Singapore)新加坡城市发展局（重建局）SeniorEnforcement/InspectionOfficer2012-2014LagardèreASPACChangiAirportLSTravelRetailSoChocolateSeniorManagerAssistant拉加代尔旅行零售亚太公司新加坡樟宜机场门店客服组长连续2年获得樟宜机场星级门店顾客满意度全航站楼连续2年第一Frankie3TeachingTarget教学目标在短时间内，让学员有效学习购物中心日常工作的英语交流，同时结合相关礼仪规范，让学员在课程结束后，良好的展现出一流商场客服员工应具备的基本英语交流能力的同时，能让生硬的口语在规范的礼仪姿态中显得生动自然。ToleadthestudentstolearnthedailyEnglishcommunicationskilleffectivelyinashoppingcenterenvironment.Meanwhile,tocombinetheEnglishcommunicationskillwiththebasicritesandcustoms.Afterthecourse,studentswillbeabletocommunicatewiththeforeigncustomersinEnglish.Theywillbeabletomaketheirservicecommunicationmorecomfortableandnaturalwiththebasicknowledgeofritesandcustomsaswell.4教学计划课程英文OSCAR客服理念、原则英语客服语言能力（必备词汇，语法,口语表达）结课实战练习、中/外教考核课时120mins120mins120minsToRealizeOurGoalsQs:Whatisourpurpose?Actually,inashoppingmall,weallknowthatit’sourpeoplewhomakeuswhatwhatweare.Allofyouhereat81Plazashareadedicationandcommitmenttowardsprovidingourcustomerswiththebestpossibleshoppingexperience,everytimetheyvisitus.Therefore,asateam(especiallytheservicestaffonthefrontline),wehavetostrivetovalueourcustomers.6ValuesOurmissionBethepreferredpartnerforlandlordsandbrands,combiningthebestuniqueservicestocreateanenvironmentgoingbeyondcustomer’sexpectations.OurValuesInnovation:toanticipatethecustomer’sneeds,weareconstantlystrivingtoinnovatewiththecontinualintroductionofnewconceptsandservices.Rerealizecustomerservice2Importantconcepts7HomogenizationDifferentiation3aspectsthatcustomervalues8Tips9Allthepartsmentionedabovearecrucialtotheservicesysteminashoppingmall.However,themostimportantpartshouldbethestaff’sperformance.TheENVIRONMENTandthePROCEDUREareeasytobecopiedwhereastheperformancemadebythestaffwillberememberedbythecustomerforever.ServiceTestThereasonforthelossofcustomerAOtherplacesofferacheaperpriceBTheproductsarenotsatisfactoryenoughCCustomermaygotsuggestionbyothersDTheunprofessionalbehaviorofacertainstaff10Checkthis!PercentageReason1%Die3%Removed4%Changedhabitsnaturallywithoutreason5%Werepersuadedtochangeoption9%Otherplacesoffercheaperprices10%Theproductsarenotsatisfactoryenough68%Thestaff’sindifferentattitude11Payattentionto2aspects12MeetthebasicneedsMeettheemotionalneedsBecomeOSCARWhatisOSCAR?Itencompassesawelcomingattitudeandserviceknow-how.14ObservePreparingyourselfOOpenFindyourbearingOSCAR15WatchSmileSSmileGreetOSCAR16UnderstandKeepcalmCConsiderRewordOSCAR17SuggestAssistAAssistDevelopOSCAR18LeadoutRecognizeRRecognizeBuildLoyaltyOSCARBasicEnglishCommunicationforCustomerServiceSpeakwithMood20SpeakingCommunicationTryit!21RolePlaySorry,I’mjusttiredofyou.Shallwejust…FStop!What’swrongwithyou?Gohomewithmenow!!MExcuseme?Weareover!FComeon!M22Comeon(encourage)Comeon(sad)Comeon(doubt)Comeon(Flirt)Yes(doubt)Yes(confirm)SpeakwithmoodUsefulExpression23Goodmorning/afternoon/evening…(Mr/Msitissonicetomeetyou),howmayIhelpyou?(Speakingoutbystandingupandgreetingpleasantly)GoodMorning…Sir/Madam,Iam…IsthereanythingIcandoforyou?You’rewelcome.Itismypleasure.Excuseme…Sir/Madam,Justamomentplease.IwillbewithyouinAmoment.I’msorrytohavekeptyouwaiting.I’msorry…Sir/Madam,thelineisengaged,pleasewaitamoment,Iwilltryagainlater.UsefulExpression24SituationAYouaretheone.IsDaisythere?Speaking.Thisisshe.(PS:formaleThisishe.)You'respeaking/talkingtoher.(PS:formaleYou'respeaking/talkingtohim.)ThisisDaisy.That'sme.Theoneisnotaround.MayIspeaktoMr.Gates?He'snothererightnow.He'sout./He'sinameetingrightnow.You'vejustmissedhim./He'sjuststeppedout.SituationBUsefulExpression25SituationCCustomerwantstoleaveamessage.CanItalktoMarkHe'soutonhislunchbreakrightnow.Wouldyouliketoleaveamessage?/He'snotavailablerightnow.CanItakeamessage?Whenwilltheonecomeback?Doyouknowwhenhewillbeback?I'msorry.Idon'tknow.Ihavenoidea./Heshouldbebackin20minutes.SituationDUsefulExpression26SituationEYouwantthecustomertorepeat.Whenhecomesback,canyouhavehimcallmeat(206)5551212?Canyourepeatagain,please?(Say)Again,please?/Pardon?Comeagain,please?/I'msorry?DirectingTheWayKeywords&phrases:behind,infrontof,crossbenextto,goup/downgoback/back/backup,goon/along…tillyoumeet…beonone’sleft/right,(directly)oppositeontheothersideof…,belocated(behind/infrontof)beonthecornerof…and…,beinthecornerof…landmark,stair,step,aisle27DirectingTheWayUsefulExpression:1.Where'sthe(nearest)…?It‘soverthere./It’sbehindthe…/It‘snexttothe…/It’sinfrontofthe…/It'snearthe…It'sontheright/leftofthe…/It‘soutsidethe…/It'sontheothersideofthe…2.Whichisthewayto…please?/HowcanIgetto…?Walkalong…It'sabout…metresfromhere.Takethe…turningontheleft/right.It'sabout…metersalongontheright/left.Walkonandturnleft/right.Turnright/leftatthe...You'llfindthe…ontheright/left.Goonuntilyoureachtheendofthe...You'llseethe…infrontofyou.Godown…untilyoureachthe1st/2nd/…Turnright/left.Attheendofthe…you’llseethe…(Youcan’tmissit)28DirectingTheWayUsefulExpression:3.Takealeft=Makealeft=Turnlef