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1、Unit5,Customer service,Communication English,Contents,Communication English,3,Five simple steps to extraordinary service,Reading 1,Communication English,4,Contents,Five simple steps to extraordinary service,Carmine Gallo is the communications skill coach for the worlds most admired brands. He is a p
2、opular keynote speaker and author of several books including the international bestsellers, The Presentation Secrets of Steve Jobs and The Innovation Secrets of Steve Jobs. His new book, The Power of Foursquare, released by McGraw-Hill in October, 2011, reveals how businesses can use mobile social m
3、edia to attract, reward, and engage customers in ways that were never possible.,5,卡米恩加罗是全球最受瞩目的几家通信品牌的技能教练。他是一位颇受欢迎的主讲人，写过几本著作，其中包括国际畅销书：乔布斯的演示秘诀，乔布斯的创新秘诀。他的新书，于2011年由麦克劳希尔发表的四方的力量，揭露了企业能如何利用移动社会媒体以过去从不可能的方式吸引，奖励，赢取客户。,Five simple steps to extraordinary service,Look no further for simple steps to dr
4、amatically improve your customer service. Im so confident these techniques will work for you. Im going to begin with the conclusion.,6,无需再寻求大大提高您的客户服务的简单步骤。我坚信您会受益于这些方法。下面我将由结论开始。,Five simple steps to extraordinary service,Paul Roth is President of Retail for AT&Ts 2,300 stores. Hes on a quest to ma
5、ke AT&T the countrys premier retailer. Yes, you heard that rightthe best retailer in the country. Hes close to making it happen. Several weeks ago I wrote a column revealing the strategy that Roth is implementing to help him reach the goal. Since then I have visited several AT&T stores, including on
6、e on Black Friday, and have been astonished to see a superior level of customer service from each and every employee, even on the busiest shopping day of the year.,7,保尔罗斯是AT&T公司2，300家门店的零售总裁，被要求使AT&T成为全国首屈一指的零售商。是的，你听得没错全国最棒的零售商。他快要实现此举了。几周前我写了一个专栏，反映罗斯现正实施地帮助他实现目标的策略。后来我去调查过AT&T得几家门店，包括黑色星期五那天去的那家，
7、我很惊讶于每一位员工卓越的客户服务水平，即使是在一年中最忙的一个购物日。,Five simple steps to extraordinary service,I called Roth and said, “Paul, what exactly are you asking your employees to do as soon as someone walks through the door? There seems to be a method behind it.” To my surprise, Roth gave me ingredients to the secret sau
8、ce. So here you goyour competitive advantage.,8,我给罗斯打电话，问他：“保罗，你到底要求你的员工在见到客户进入店面的一霎那做什么呢？看起来有秘诀的。” 出人意料的是罗斯给了我这个秘密绝招。那么拿去吧，这将是你们的竞争优势。,Five simple steps to extraordinary service,Step One. Welcome a customer with a warm, friendly greeting. This means that employees smile, extend their hand, and offe
9、r their first name. “We know through third party research that if a customer is welcomed with a warm, friendly greeting, the perception of how long that person has waited is altered. They also feel better about the entire experience,” says Roth. If your employees are not greeting people promptly you
10、 are losing out on one of the easiest yet most powerful customer service techniques available.,9,步骤一：以一句友好热情的问候欢迎顾客，也就是说员工要微笑着伸出手，并介绍自己的名字。通过第三方调查，我们了解到如果一个顾客受到热情友好的招呼，那个人对等待时间长短的看法就改变了。他们也会有更好的购物体验。”罗斯说，如果你的员工不能及时招呼顾客，那你就在现有的最简单也最有力的客户服务技巧头条上失利了。,Five simple steps to extraordinary service,Step Two.
11、 Use the customers name whenever possible. When employees introduce themselves, its likely that the customers respond with their first names as well. AT&T Retail employees are encouraged to use the name whenever possible, although never mandated to use it a certain number of times. It can be as simp
12、le as, “Nice to meet you, Carmine. Welcome to AT&T. How can I help you today?”,10,步骤二：一有机会就称其名。当员工介绍自己时，一般情况下，顾客也会回应自己的名字。AT&T虽从不要求次数，但鼓励其零售员工们只要可以就称顾客的名字。可以简单如此，“见到你很高兴，卡迈因。欢迎来到AT&T。今天有什么需要的吗？”,Five simple steps to extraordinary service,Step Three. Give customers your undivided attention. Employees
13、 are taught to actively listen to the conversation, which means maintaining eye contact and avoiding distractions. Focus on the customers and their needs.,11,步骤三：给顾客以全力关注。我们培训员工要积极聆听对话，也就是说要保持眼神交流，避免注意力分散。聚焦于顾客以及他们的需求。,Five simple steps to extraordinary service,Step Four. Maintain a positive attitud
14、e with every customer. If a customer walks in with a question of any typeit doesnt matter what the issueemployees are trained to deliver four words with a smile: “I can help you.” Here are two examples： Carmine: Hi, Im interested in buying a phone for my wife. Employee: I can help you. (smile) Carmi
15、ne: My phone has stopped working. Employee: I can help you. (smile),12,步骤四：对每一位顾客都保持积极的态度。如果某顾客进入门店，问及任何类型的问题问题本身并不重要我们培训员工要面带微笑说出四个字：“我可以帮您解决。”这儿有两个例子： 店员：我可以帮您。（微笑） 卡迈因：你好！我想为我妻子买一部手机。 卡迈因：我的手机无法正常工作了。 店员：我可以帮您。（微笑）,Five simple steps to extraordinary service,According to Roth, “Once this happens,
16、it transfers ownership of the issue from the customer to the employee. The customer feels as though they have won an advocate.”,13,根据罗斯所说，“一旦这样，就将顾客的问题转变成员工的问题。顾客会觉得自己好像赢得了支持。”,Five simple steps to extraordinary service,Step Five. Walk the customer to the door and thank them as though they were a guest in your home. This step must be done in each and every transaction. “Carmine, thank you for being an AT&T customer. We appreciate your business today.” Those sim
