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A. Current Training and Staff Development Items
*12-lesson training program to cover new comers class, sales and service technique, management technique and speaking technique;
*To arrange for the bi-monthly regional meeting;
*To organize team-building activities at all levels; and
*To update staff’s training records including complaints, appreciations and performance at class.

B. Training for the Assistance to Other Region
Without a fixed schedule, arrange for the region outside Hong Kong of field investigation to shops, and also provide full spectrum of training including service and sales technique and shop management technique.
In view of culture differences and the different level of proficiency of the staff, the Training Department must adjust or redesign the programs in order to achieve the training target.

C. Co-ordination from Training Department
Distribution of duties:
*Over 90% of the training programs are delivered by the Training Manager personally. Training Assistants merely provide assistance during trainings in progress. Each program will be held continuously, monthly or on a regular schedule, in order to ensure staff able to apply those techniques persistently.
*All training development tasks including new program development, secret-customer analysis, field coaching and even team-building activities are currently responsible by the Training Manager.
*The Training Manager is responsible for all overseas training, from design to implementation.


2009-10-28 09:18:14 補充：
D. Continuing Training Development
Over these 2 years, Training Department has developed a lot of programs and established a set of service standard for shops as a whole, which is evolving into a definite set of service culture.

2009-10-28 09:19:16 補充：
To cope with the market changes, competition and the increasing demands from customers, as a chain-store leader, we should provide training opportunities to our staff to enable them to offer quality service to our customers.

2009-10-28 09:19:36 補充：
To this end, on top of the existing programs, the Training Department is planning to strengthen programs relating to shop service and management. Areas to be strengthened are as follows:
*Conversation technique for sales people

2009-10-28 09:19:51 補充：
*Service mindset
*Dealing with problem customers
*Shop management
In addition to training, we regard different team-building activities is important, through which we hope to enhance cohesion and trust among the staff.
*Star of Service competition
*Organizing volunteer activities

2009-10-28 09:21:04 補充：
E. Problems of Continuing Development
Franchisees: As investors and most of them being senior staff members of the Company, in a certain extent, they resist to the general training.

2009-10-28 09:21:25 補充：
Accordingly, the Training Department should spend more time to design programs to enable staff to acquire new knowledge and also implement the Company standard in provision of service. If necessary, the Training Department shall even adjust their mindset by providing tailored programs.

2009-10-28 09:21:39 補充：
Professionals: As professionals, they feel less interest in the trainings outside their scope of expertise. To make them understand the importance of standardization, we have to spend more to change their mindset.

2009-10-28 09:22:03 補充：
*For the 2 points abovementioned, the Training Department should spend more time to carrying out those adjustments and field coaching.