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小事也重要

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你可曾带小孩到糖果店,高兴地看着商店经理送给小孩糖吃?或者你可曾接到某家零售商店打来的电话,询问你一个月前所购买的商品是否符合你的需要?毫无疑问,你必定会注意到——而且会记住——这些亲切的举动。
Have you ever walked into a candy store with a young child and watched with delight as the store manager gave the youngster a small treat? Or have you ever received a telephone call from a retailer asking you whether an item you purchased a month before was meeting your needs? No doubt you noticed—and remembered—these gracious acts.   Business firms in this highly competitive decade are quick to institute programs designed to ensure product and service quality. But in the end, it's often the “little things” that help build a permanent bond between seller and buyer.
  在这个竞争激烈的时代中,商业机构都会很快地建立专门设计用来确保产品及服务品质的措施。但是到头来,协助建立卖方与买方之间长期性的连结,通常是一些“小事”。
 If you would like to make those “little things” a high customer service priority of your own, here are a few tips you can follow right away.
  如果你想将这些“小事”列为你生意中顾客服务的优先项目,以下是一些你可以立刻采用的几个建议。
 Make an inventory of the simple, but gracious acts you can perform for your customers. Your list might include handing out key chains or other small premiums to customers after a purchase. Or extending delivery service to elderly customers. Just be sure every item on your list is realistic, economical and easy to implement.
  列出你能为顾客做的“小事”。用清单逐项列出你能为顾客做的简单但亲切的举动。你的清单可能包括:在客户购买商品后,赠送钥匙链或其他小礼物;或提供送货服务给较年长的顾客。只是要确定你单子上的每个项目是实际的、经济而且容易做到的。
 Conventional customer service training helps your people learn skills. Training in the “little things” helps them learn attitudes. Let your people know that you want them to go out of their way for customers whenever they can. Be sure you communicate this desire as a top management priority—one your people should follow consistently and with passion, even at the expense of other routine duties.
  训练你的员工。传统的客户服务训练能让你的员工学习技巧;而在“小事”上的训练则能让他们学习态度。让你的员工知道你要他们一有机会,就竭心尽力地协助顾客。别忘了把这个意愿传递为最高优先的管理原则——也就是说你的员工应该持续且带着热诚地这么做,甚至不惜以牺牲他们其他常规性工作的时间为代价。
 If you want your people to hand out small souvenirs of your business, be sure they’re kept in stock. If you want your people to take extra time with customers, be sure you schedule sufficient staffing during peak business hours. If you want your people to follow up with customers on the telephone at the end of each month, be sure you drop the sales load a bit at that time.
  提供你的员工必要的资源和工具。如果你要员工赠送公司的小纪念品,那就一定要有足够的存货。如果你要员工花更多时间在顾客身上,那就一定要在业务尖峰时段安排足够的人手。如果你要员工在每月月底以电话追踪顾客,那就记得把那段时间的销售目标减低一些。
 Training in the “little things” doesn't end with a single orientation session. It must become part of everyday life in your business. Reinforce the importance of the “little things” by word and deed. Be sure everyone, especially management, visibly practices the art of customer courtesy each day. Proclaim the power of the “little things” through your employee newsletter, wall posters, buttons and bumper stickers. The more cheerleading you do about this topic, the more it will become ingrained in the workplace.
  扮演拉拉队长。在“小事”上面的训练,不仅止于一堂认识策略的讲解与指导而已。这必须成为你日常营运的一部分。用语言和行动来强调“小事”的重要性。确保每个人,尤其是管理阶层,每天都以可见的行动实践顾客礼仪的艺术。通过你的员工月刊、海报、别针和汽车贴纸等来鼓吹“小事”的力量。你在这个话题上做越多的激励,它就越能在工作场所中形成根深蒂固的观念。
 Take notice of employees who give special care to customers. Recognize them on your bulletin board. Give them service awards. Write them notes of thanks. Whatever you do, be public about it; let the entire workplace notice what you noticed.
  褒奖竭力协助顾客的员工。注意那些给予顾客特别关照的员工;在告示板上褒奖他们;颁给他们服务奖项;写感谢卡给他们。不管你做什么,都要公开地做,让整个公司都注意你所注意到的事。
 Whenever you can, look for customer feedback. Give your customers an opportunity to praise your employees (and criticize, when the occasion warrants it). Customer comment cards, surveys and “feedback signs” can all help you learn what your customers are really thinking—and help you assess the results of your training efforts.
  寻求顾客意见。尽你所能地得取顾客的回馈意见。给顾客一个机会来夸奖你的员工(以及当情况需要时,给予批评)。顾客意见卡、问卷调查和“反应指标”,都能让你得知你顾客真正的想法——并协助你评估你训练的结果。
 Spending time on the “little things” may not make an immediate difference in your profits, but it will eventually bring you increased customer trust and repeat business—a bottom line result.
  在“小事”上花时间,也许不会立刻带给你利益上的差别,但最终会为你带来顾客信任度的提升与再度光临——一个增加营业收入的结果。
 Do you remember the happy candy store scene, when a smiling store manager gave an inquisitive youngster a treat? Just as you remember the gracious actions of the manager, your customers will remember the gracious “little things” you do for them each day.
  还记得糖果店里,当微笑的店经理送给好奇的小孩糖果,那副快乐的景象吗?就像你会记得那位经理亲切的举动一样,你的顾客也会记得你每天为他们所做的亲切的“小事”。
“Little Things” You Can Do for Your Customers
你能替顾客做的“小事”:
1) Give each customer an inexpensive flower as he or she leaves your place of business.
1. 在每位顾客离去时送他们一朵不贵的花。
2) Leave a small candy dish on your public counter.
2. 在你的公共柜台上放一小碟糖果。
3) Walk your customer to the door.
3. 将顾客送到门口。
4) Present your customer with a “come back” coupon after he purchases something from you.
4. 在顾客购买某样商品后,送他们一张“欢迎再度光临”的优待券。
5) Invite your customer to call you after the sale in the event she has questions or needs assistance.
5. 商品卖出后,邀请你的顾客在万一有问题或需要服务的时候打电话给你。
6) Present your customer with a service
6. 给你的顾客一份他可以寄回的服务问卷。
survey he can send back to you.
7. 绝对不要让顾客等待10秒钟以上——或者,最起码让他知道你何时有空提供协助。
7) Never let a customer wait for more than 10 seconds—or, at the very least, let her know when you'll be available.
8. 在回答一个问题或完成一项交易之后,询问你的顾客是否还可提供他别的协助。
8) Ask if there's anything else you can do for your customer after you’ve answered a question or completed a transaction.
9. 提供顾客简单的茶点。
9) Offer simple refreshments to your customer.
10. 在顾客来访后,以便条或卡片进行追踪。
10) Follow up a customer's visit with a note or card.
11. 坐或站在顾客身旁,而非在书桌、柜台或其他隔物区之后。
11) Sit or stand next to a customer instead of behind a desk, counter or other barrier.
12. 花60秒钟的时间带顾客参观你的部门、办公室或商店。
12) Give your customer a 60-second “tour”of the department, office or shop.
13. 以名字直呼你的顾客。
13) Call the customer by name.
14. 记住你的顾客才是老板。
14) Remember that your customer is the boss.
15. 面带微笑。
15) Smile.
标签:小事
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2009-11-15 13:24 编辑:kuaileyingyu
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