HND 商务沟通

BIZ meeting

1.Well, first of all, I’d like to thank you all for coming, then, let’s start the meeting

https://www.360docs.net/doc/799466752.html,st time, we were talking about how to increase customer satisfaction and

loyalty,

We divided the complex task into two aspects, to be more specific, we are going to use short-term and long-term customer care to retain our clients. So let me make it more clear, the short-term customer care including “following-up” after the design service and maintaining good relationship with customers. Apart from that, we also have long-term customer service, that is staff training and development, so I can’t emphasize the importance of customer care, this is absolutely the key to make our business successful.

3.Today, our main objective is to discuss how to handle customer complaints about

faulty goods, According to the agenda, the order of business is as follows, firstly a report from Yao Jiaxin, on best practice in customer service, and then how complaints are dealt with in various companies, Xu Junxi, will lead the discussion.

How feedback is collected from customers, this is from peng jie, as the following, Sun Yile will present how some companies get it wrong, and then, huang jin will introduce the part of training courses for staff. Besides, Lin yusheng will introduce how some companies get it wrong for us. Last, I will give a speech for training staff. Besides, we have the process of question and answer if you have any questions. So if there are no ques tions, let’s get started.

4.I’d like to introduce the participants of this meeting, there are

5.Huang Jing, could you please be the recorder for this meeting.

6.OK, let’s talk about our business, XXX, will you please begin with your topic,

that’s a good idea, o k, we are going to move to XXX, will you please talk about your idea,

What’s your opinion? What’s your view?

7.Before we close today’s meeting, let me just summarize the m ain points, we all

agree with handle customer complains reasonable is really important for us, so we will pay more attention to this aspect

8.If there are no questions, I declare the meeting closed, so the next meeting will be

on Thursday, the 25th of February, next meeting, we are going to talk about the business of corporation with Alibaba.

9.The meeting has achieved its goal. Thank you for your attendance.

Training courses for staff

Well, Companies cannot achieve its goals without proficient managers and workers. Constant training of employees is incredibly important for company, excellent staff is the foundation stone of a company, so it is imperative to emphasize education and not just giving ordinary instructions to the workforce. This is more than PowerPoint presentations and lectures. The effort is about fostering strong relationships. I suggested that we could engage professional trainer to teach the lesson about how to communicate with customer effectively. Firstly, staff must be patient to realize why customer complaints, and then to figure out what does customer needs and meet their d emand to the greatest extent. Lastly, recording this situation into company’s database in case of it happens again. Meanwhile, efficient and smart manager motivates everyone to perform well, which is definitely the effective way to develop staff’s enthusiasm. Moreover, Customer will absolutely feel satisfied for after-care service and purchase our product again. In summary, Training not only gives power and confidence to employees as well as steps up productivity, Employee development also ensures increase in efficiency which brings about financial gains.

Managers should be the best role model for staff, which motivate staff to perform well. In other side, giving excellent staff reward is indispensable, so setting reasonable reward regulation will help staff know what levels they have done and how much more effort should to do. This is definitely benefit for their self-assessment.