《Customer Service Representative Training of Cambro HZ Office to Improve Working Efficiency》由会员分享，可在线阅读，更多相关《Customer Service Representative Training of Cambro HZ Office to Improve Working Efficiency（34页珍藏版）》请在金锄头文库上搜索。
1、Customer Service Representative Training of Cambro HZ Office to Improve Working Efficiency论文摘要美国著名餐具生产企业CAMBRO公司，总部位于洛杉矶,是酒店餐饮厨具领域的领先企业.由于中国具有制造成本比较低的优势以及中国酒店设备行业的订单需求，该公司自2006年起将重心转向中国，建立面向中国的具备CAMBRO所需要的辐射全中国的产品配送和服务网络。于2007年3月在广东省惠州市注册成立惠州勘宝商业有限公司，即Cambro China office.并与南方物流合作,租用其货仓,由其提供货仓管理和物流配送
2、服务. 其产品由中国各地的酒店用品代理商销售.Cambro虽然是著名的酒店用品品牌,是星级酒店和麦当劳,肯德基及必胜客等著名餐饮连锁店首选的与食品存储有关的产品.但也面临来自市场上冒充模仿的产品及国外同类产品的急烈的竞争.市场占有率并不理想。价格，品质和服务的是市场竞争的三大要素, 因此Cambro与南方一家企业合作,降低生产成本,并从国外派工程师保证产品的质量,同时给予代理商最好的折扣推销产品,想提高其中国市场占有率.为配合销售的工作,对Cambro中国客户服务代表的培训,以提供给客户最好的服务就显得尤其重要.提高客户服务,满足代理商的需求是确保销售团队完成销售目标提高Cambro产品占有率
3、的途径. 本论文设计对客户服务代表进行培训。使其能够熟练掌握工作中所需的软件，并尽快适应外国公司的network的工作方式，在较短时期使其融入到工作流程中，从而配合销售人员的工作，提高客户服务质量，完成销售目标。本论文前期根据客户服务代表工作职责的描述，听取销售经理，客服经理的意见，制定培训计划。中期和培训人员进行沟通，通过项目进度流程表、培训工作日志等形式来检查和保证设计内容得到及时调整和如期完成。后期对客户服务代表的工作进行各方面的考核评估。经过培训项目计划的顺利实施,不但提高了客户服务代表的工作能力，也提高了工作效率。也实现了惠州销售团队的销售目标。实践证明，培训能使新公司员工及时熟悉企
4、业文化,很快融入工作流程，完成制定的目标。关键词：客户服务培训 工作流程 工作效率 完成销售目标AbstractCambro manufactory company which is a famous company producing dishware in America. It was founded by two brothers, Bill and Argyle Campbell, in 1951.The headquarters is located in Los Angeles. The company is in the highest flight in the area w
5、hich offer the food service serious for hotel, restaurant, fast food chain etc. At present they cooperated with a manufacture company in South China. Considering the competitive cost in China. By the end of last year they began to turn their step to China and build up the supplier chain to connect C
6、hina market, American manufacturing. They also cooperated with Logistics Corporation to match the supplier net in mainland China. They established a commercial company ( the China office of Cambro) in Huizhou city; Guandong province. As it is a new office of Cambro which just established in Huizhou
7、city. The products will be importer from USA, the customs broker agent in Shenzhen will clear the goods for us, and the goods will be transshipped from Shengzhen to Logistic Corporation warehouse which cooperated with us. The orders from the China Cambro agent will be placed to Huizhou Cambro and wi
8、ll be shipped from the Logistic warehouse. The agent neednt place order to Cambro USA, they will place the order to Huizhou Cambro office. In order to help the sales team to meet sales goals and do more business with Cambro China distributors to offer them the best service is very important. The pro
9、blem for customer service representative is to get the training to familiar with Cambro products, the accounting software and inventory software, to know the work procedure of Cambro China and the customer policy. This paper presents a detailed report about the implement of Customer Service Represen
10、titive training to improve working efficiency.Key words: customer service training, working procedure, working efficiency and meet sales goalsTable of ContentsPages1. Introduction.12 Summary of the Preliminary Research.2 2.1. Problem Description.2 2.2. Problem Analysis.3 2.2.1 Situation Analysis of
11、HZ Cambro 3 2.2.2 Needs and Wants Analysis.4 2.2.3 SWOT Analysis.63. Project Objective and Hypothesis.73.1. Project Objective73.2. Project Hypothesis74. Project Rationale.85. Project Design.95.1. Planning Activities95.2. A Critical Path Analysis of the Activities105.3. People Involved and Responsibi
12、lities115.4. Time - Scale of the Activities.125.5. Costing.145.6. Risks Analysis155.7. Plan for Monitoring and Evaluation.166.Project Implementation.176.1. Project Implementation186.2. Monitoring197.Project Findings and Discussion198. Conclusion.20Bibliography.21Appendix 1: A Critical Path Analysis
13、of the Activities22Appendix 2: The Project Framework.23Appendix 3: Activity Flow Chart with Time Scale24Appendix4: Project Managers Diary25 Customer Service Representitive Training of Cambro HZ Office to Improve Working Efficiency1. Introduction Cambro was founded by two brothers, Bill and Argyle Ca
14、mpbell, in 1951, when Bill invented the Camtray and Argyle began selling the tray to the American Hospital Supply Corporation. The Camtray was quickly embraced by restaurant, hotel, school and cafeteria operators, and it became the industry standard. Over the last fifty-five years, Cambro has grown from one product, the Camtr
