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Staffs do not fully understand the Company’s service standards or they do not feel that the standard is clear and enforceable. There are no well defined guidelines for most of procedures/flows, such as attitude and mode of speaking during a sales process, terms and conditions, procedures for completing a sale, etc. Because of that, Staffs are found lack of confidence in every contact point in a sales process. No clear definition of job duties for each position resulting in insufficient understanding among the staffs.

2009-06-19 15:40:23 補充：
To strengthen staffs’ self-confidence so as to raise rate of successful sales
To strengthen staffs’ initiative so as to give a more energetic look to the team
To strengthen staff’s patience and enthusiasm to help customers to understand our products better

2009-06-19 15:40:53 補充：
To conduct training on empathy and EQ for staffs in order to arouse their eagerness to serve customers
To ensure staff understand the importance of personal appearance in service industry
To strengthen cooperation among staffs in so as to give enjoyable shopping experience to customers

2009-06-19 15:41:20 補充：
To strengthen the use of general “magic words”
To strengthen sales skills
Shop behavior mode practice
To strengthen communication skills with customers
To practise conflict and compliant handling skills

2009-06-19 15:41:53 補充：
Shop management skills (Shop Manager)
Team leading skills (Shop Manager)
Staff motivation skills (Shop Manager)

2009-06-19 15:42:37 補充：
To ensure staffs understand the importance of service standard and to implement service standardization
To ensure staffs understand customers’ service and product needs in order to enhance their ability to render empathy service

2009-06-19 15:42:57 補充：
To understand service procedures/flows as set by the Company and to handle each step systematically
To strengthen staffs’ knowledge about products so that they are more able to highlight selling points of products to customers for their choice

2009-06-19 15:43:18 補充：
To ensure staffs always possess of info of latest trend to allow them to give customers with more info and knowledge
Establishment Service Flows

2009-06-19 15:43:39 補充：
A full set of service procedures/flows, from pre-sales preparation to after-sales service, should be set up. Guidelines for each contact point with customers should be in place aiming at provision of standardized service.

2009-06-19 15:43:58 補充：
Preparation before open for business
First impression
Professional sales
Professional service

2009-06-19 15:44:22 補充：
Organizing Training Courses on Service Standard

Service Standard Course: Focus on behavior mode and communication skills training
Service Standard Management Course: Focus on training management personnel of how to implement service standardization.

2009-06-19 15:44:54 補充：
Shop Operation Assessment Form

2009-06-19 15:45:38 補充：
Shop Managers should carry out operation assessment for shops in order to have ongoing improvements. The Operation Assessment Form does not only help all Shop Managers have a clear understanding of the job position but also make the shops more

2009-06-19 15:45:56 補充：
systematic and enhance communication and cooperation among staffs.

2009-06-19 15:46:24 補充：
Implementation details:
Each Shop Manager should complete an assessment form bi-weekly covering the following four areas:
Shop environment and professional appearance

2009-06-19 15:46:39 補充：
First impression and professional sales
Adjustment on service and customer contact
Details of business operations

Not a clear understanding of the company's service standards; or not the feelings of the company and its implementation of clear criteria.
Most processes are the lack of clear guidelines, such as sales and speaking should be the attitude of some models, the company terms and conditions or the completion of the transaction process, etc., for our colleagues and guests each and every point of contact is a lack of confidence.
Each grade level has not clearly defined, so that the lack of understanding some of my colleagues.


To enhance the confidence of my colleagues the opportunity to increase turnover
Initiative to enhance the overall feeling of colleagues to enhance the vitality and
Colleagues to strengthen the patience and enthusiasm, so that the guests a better understanding of company products
Need to train empathy and EQ, the heart of my colleagues are more services for guests
The personal appearance of my colleagues understand the importance of service industries
Enhance collaboration among colleagues in order to keep the guests can enjoy the shopping process


Strengthening basic magic language practice
To strengthen advocacy skills of goods
Patterns of behavior skills training shop
Strengthen the skills to deal with the client's
Objections and complaints handling skills practice
Store management skills (in charge)
Skills to lead the team (in charge)
Effective techniques to motivate staff (Director)

2009-06-14 14:55:27 補充：
未完!

Has not had service of standard the clear understanding company; Or has not had the feeling company to have the explicit standard and the execution. The major part working procedure lacks is clear about the direction, like when sale the proper manner and the speech pattern, the company provision, or complete flow of transaction and so on, makes the colleagues and visitor each contact point lacks self-confidently.

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Not a clear understanding of the company's service standards; or not the feelings of the company and its implementation of clear criteria.
Most processes are the lack of clear guidelines, such as sales and speaking should be the attitude of some models, the company terms and conditions or the completion of the transaction process, etc., for our colleagues and guests each and every point of contact is a lack of confidence.
Each grade level has not clearly defined, so that the lack of understanding some of my colleagues.


To enhance the confidence of my colleagues the opportunity to increase turnover
Initiative to enhance the overall feeling of colleagues to enhance the vitality and
Colleagues to strengthen the patience and enthusiasm, so that the guests a better understanding of company products
Need to train empathy and EQ, the heart of my colleagues are more services for guests
The personal appearance of my colleagues understand the importance of service industries
Enhance collaboration among colleagues in order to keep the guests can enjoy the shopping process


Strengthening basic magic language practice
To strengthen advocacy skills of goods
Patterns of behavior skills training shop
Strengthen the skills to deal with the client's
Objections and complaints handling skills practice
Store management skills (in charge)
Skills to lead the team (in charge)
Effective techniques to motivate staff (Director)

2009-06-13 13:21:25 補充：
Colleagues understand the importance of standards, standardization of the implementation of services

2009-06-13 13:21:35 補充：
For our colleagues to understand the current customer requirements and the goods to make it easier for colleagues to play a service of empathy
Understand the company's service processes to systematically deal with each step

2009-06-13 13:21:52 補充：
Members of goods to enhance the understanding, could be more effectively the advantages and benefits of products to promote to customers to buy
Members of the trend to strengthen the information, so that my colleagues in the sales period to provide more information and knowledge to give the guests

2009-06-13 13:22:09 補充：
The establishment of the process of service delivery

2009-06-13 13:22:21 補充：
Steps to establish the process of service delivery, from pre-sales to after-sales service; and guests have every point of contact corresponding guidelines, so that my colleagues can provide standardized services for the guests.

2009-06-13 13:22:30 補充：
Business ready
First impression
Professional sales
After-sales service


Training courses held in service standards

2009-06-13 13:22:42 補充：
Service standard curriculum: the focus of training-related patterns of behavior and language skills

2009-06-13 13:22:57 補充：
Standards of service management courses: training focused on how effective implementation of the standardization of the competent
Review the implementation of the shop operating table:

2009-06-13 13:23:06 補充：
Store managers to review the implementation of continuous improvement stores. Review not only the operating table to assist the shop in charge of a clear mission to understand the workplace, but also can store a more systematic and to enhance communication between colleagues and co-operation.

2009-06-13 13:23:10 補充：
The implementation of the contents:
Competent to be a every two weeks to complete the assessment form, and the implementation of the following four areas:
Shop environment and professional appearance
First impression and professional sales
Adjust the course of service and pay-off

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