购物中心客服英文培训
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23
Useful Expression
Situation A
You are the one.
The one is not around.
Situation B
Is Daisy there? Speaking. This is she. (PS: for male "This is he.")You're speaking/talking to her. (PS: for male"You're speaking/talking to him.")This is Daisy. That's me.
Smile
Greet Smile
15
OSCAR
C
Understand
Consider
Reword Keep calm
16
OSCAR
A
Suggest
Assist
Develop Assist
17
OSCAR
R
Lead out
Recognize
Build Loyalty Recognize
18
Basic English Communication for Customer Service
3
教学计划
课程
英文OSCAR 客服理念、原则
英语客服语言能力 （必备词汇，语法, 口语表达）
结课实战练习、 中/外教考核
课时
120mins
120mins
120mins
4
To Realize Our Goals Qs: What is our purpose?
Actually, in a shopping mall, we all know that it’s our people who make us what what we are. All of you here at 81 Plaza share a dedication and commitment towards providing our customers with the best possible shopping experience, every time they visit us. Therefore, as a team (especially the service staff on the frontline), we have to strive to value our customers.
Values
Our mission
Be the preferred partner for landlords and brands, combining the best unique services to create an environment going beyond customer’s expectations.
Become
12
OSCAR
What is OSCAR?
It encompasses a welcoming attitude and service know-how.
OSCAR
O
Observe
Open
Find your bearing Preparing yourself
14
OSCAR
S
Watch
Do you know when he will be back? I'm sorry. I don't know. I have no idea. / He should be back in 20 minutes.
25
Useful Expression
Situation E
You want the customer to repeat.
6
Rerealize customer service
2 Important concepts
Homogenization
Differentiation
7
3 aspects that customer values
8
Tips
All the parts mentioned above are crucial to the service system in a shopping mall. However, the most important part should be the staff’s performance. The ENVIRONMENT and thePROCEDURE are easy to be copied whereas the performance made by the staff will be remembered by the customer forever.
Situation C
Customer wants to leave a message.
When will the one come back?
Situation D
Can I talk to Mark He's out on his lunch break right now. Would you like to leave a message? / He's not available right now. Can I take a message?
Customer Service Executive Training
购物中心超级客服培训
英语服务 & 礼仪规范
Self-introduction 个人简介
Working Experience
Frankie
2011-2012 Urban Redevelopment Authority (URA, Singapore) 新加坡城市发展局（重建局）Senior Enforcement/ Inspection Officer 2012-2014 Lagardère ASPAC Changi Airport LS Travel Retail So Chocolate Senior Manager Assistant 拉加代尔旅行零售亚太公司 新加坡樟宜机场门店客服组长 连续2年获得樟宜机场星级门店 顾客满意度全航站楼连续2年第一 2014-Now 欧文英语 归国高段教师 讲授课程：托福 雅思 SAT 项目 福特高管翻译（外宾接待类口、笔译）
Excuse me? We are over!
Come on!
21
(encourage)
Come on
Come on (Flirt)
Come on (sad)
Speak with mood
Yes (doubt)
Come on (doubt)
Yes (confirm)
22
Useful Expression
9
Service Test
The reason for the loss of customer
A B C D Other places offer a cheaper price The products are not satisfactory enough Customer may got suggestion by others The unprofessional behavior of a certain staff
10
Check this!
Percentage 1% 3% 4% 5% 9%
Reason Die Removed Changed habits naturally without reason Were persuaded to change option Other places offer cheaper prices
26
Directing The Way
Key words & phrases: behind, in front of, cross be next to, go up/down go back/back/back up, go on/along…till you meet… be on one’s left/right, (directly) opposite on the other side of…, be located (behind/in front of) be on the corner of… and …, be in the corner of… landmark, stair, step, aisle
Speak with Mood
Speaking
Communication
20
Try it!
F
Sorry, I’m just tired of you. Shall we just…
M Role Play F M
Stop! What’s wrong with you? Go home with me now!!
10% 68%
The products are not satisfactory enough The staff’s indifferent attitude
11
Pay attention to 2 aspects
Meet the basic needs
Meet the emotional needs
May I speak to Mr. Gates? He's not here right now. He's out./He's in a meeting right now. You've just missed him. /He's just stepped out.
24
Useful Expression
Our Values
Innovation: to anticipate the customer’s needs, we are constantly striving to innovate with the continual introduction of new concepts and services.
Teaching Target 教学目标
在短时间内，让学员有效学习购物中心日常工作的英语交流，同时结合相关 礼仪规范Βιβλιοθήκη Baidu让学员在课程结束后，良好的展现出一流商场客服员工应具备的 基本英语交流能力的同时，能让生硬的口语在规范的礼仪姿态中显得生动自然。
To lead the students to learn the daily English communication skill effectively in a shopping center environment. Meanwhile, to combine the English communication skill with the basic rites and customs. After the course, students will be able to communicate with the foreign customers in English. They will be able to make their service communication more comfortable and natural with the basic knowledge of rites and customs as well.
Good morning/afternoon/evening… (Mr/Ms it is so nice to meet you) ,how may I help you? (Speaking out by standing up and greeting pleasantly) Good Morning…Sir/Madam ,I am… Is there anything I can do for you? You’re welcome. It is my pleasure. Excuse me… Sir/Madam, Just a moment please. I will be with you in A moment. I’m sorry to have kept you waiting. I’m sorry… Sir/Madam, the line is engaged, please wait a moment, I will try again later.
When he comes back, can you have him call me at (206) 5551212? Can you repeat again, please? (Say) Again, please? /Pardon? Come again, please? / I'm sorry?
Useful Expression
Situation A
You are the one.
The one is not around.
Situation B
Is Daisy there? Speaking. This is she. (PS: for male "This is he.")You're speaking/talking to her. (PS: for male"You're speaking/talking to him.")This is Daisy. That's me.
Smile
Greet Smile
15
OSCAR
C
Understand
Consider
Reword Keep calm
16
OSCAR
A
Suggest
Assist
Develop Assist
17
OSCAR
R
Lead out
Recognize
Build Loyalty Recognize
18
Basic English Communication for Customer Service
3
教学计划
课程
英文OSCAR 客服理念、原则
英语客服语言能力 （必备词汇，语法, 口语表达）
结课实战练习、 中/外教考核
课时
120mins
120mins
120mins
4
To Realize Our Goals Qs: What is our purpose?
Actually, in a shopping mall, we all know that it’s our people who make us what what we are. All of you here at 81 Plaza share a dedication and commitment towards providing our customers with the best possible shopping experience, every time they visit us. Therefore, as a team (especially the service staff on the frontline), we have to strive to value our customers.
Values
Our mission
Be the preferred partner for landlords and brands, combining the best unique services to create an environment going beyond customer’s expectations.
Become
12
OSCAR
What is OSCAR?
It encompasses a welcoming attitude and service know-how.
OSCAR
O
Observe
Open
Find your bearing Preparing yourself
14
OSCAR
S
Watch
Do you know when he will be back? I'm sorry. I don't know. I have no idea. / He should be back in 20 minutes.
25
Useful Expression
Situation E
You want the customer to repeat.
6
Rerealize customer service
2 Important concepts
Homogenization
Differentiation
7
3 aspects that customer values
8
Tips
All the parts mentioned above are crucial to the service system in a shopping mall. However, the most important part should be the staff’s performance. The ENVIRONMENT and thePROCEDURE are easy to be copied whereas the performance made by the staff will be remembered by the customer forever.
Situation C
Customer wants to leave a message.
When will the one come back?
Situation D
Can I talk to Mark He's out on his lunch break right now. Would you like to leave a message? / He's not available right now. Can I take a message?
Customer Service Executive Training
购物中心超级客服培训
英语服务 & 礼仪规范
Self-introduction 个人简介
Working Experience
Frankie
2011-2012 Urban Redevelopment Authority (URA, Singapore) 新加坡城市发展局（重建局）Senior Enforcement/ Inspection Officer 2012-2014 Lagardère ASPAC Changi Airport LS Travel Retail So Chocolate Senior Manager Assistant 拉加代尔旅行零售亚太公司 新加坡樟宜机场门店客服组长 连续2年获得樟宜机场星级门店 顾客满意度全航站楼连续2年第一 2014-Now 欧文英语 归国高段教师 讲授课程：托福 雅思 SAT 项目 福特高管翻译（外宾接待类口、笔译）
Excuse me? We are over!
Come on!
21
(encourage)
Come on
Come on (Flirt)
Come on (sad)
Speak with mood
Yes (doubt)
Come on (doubt)
Yes (confirm)
22
Useful Expression
9
Service Test
The reason for the loss of customer
A B C D Other places offer a cheaper price The products are not satisfactory enough Customer may got suggestion by others The unprofessional behavior of a certain staff
10
Check this!
Percentage 1% 3% 4% 5% 9%
Reason Die Removed Changed habits naturally without reason Were persuaded to change option Other places offer cheaper prices
26
Directing The Way
Key words & phrases: behind, in front of, cross be next to, go up/down go back/back/back up, go on/along…till you meet… be on one’s left/right, (directly) opposite on the other side of…, be located (behind/in front of) be on the corner of… and …, be in the corner of… landmark, stair, step, aisle
Speak with Mood
Speaking
Communication
20
Try it!
F
Sorry, I’m just tired of you. Shall we just…
M Role Play F M
Stop! What’s wrong with you? Go home with me now!!
10% 68%
The products are not satisfactory enough The staff’s indifferent attitude
11
Pay attention to 2 aspects
Meet the basic needs
Meet the emotional needs
May I speak to Mr. Gates? He's not here right now. He's out./He's in a meeting right now. You've just missed him. /He's just stepped out.
24
Useful Expression
Our Values
Innovation: to anticipate the customer’s needs, we are constantly striving to innovate with the continual introduction of new concepts and services.
Teaching Target 教学目标
在短时间内，让学员有效学习购物中心日常工作的英语交流，同时结合相关 礼仪规范Βιβλιοθήκη Baidu让学员在课程结束后，良好的展现出一流商场客服员工应具备的 基本英语交流能力的同时，能让生硬的口语在规范的礼仪姿态中显得生动自然。
To lead the students to learn the daily English communication skill effectively in a shopping center environment. Meanwhile, to combine the English communication skill with the basic rites and customs. After the course, students will be able to communicate with the foreign customers in English. They will be able to make their service communication more comfortable and natural with the basic knowledge of rites and customs as well.
Good morning/afternoon/evening… (Mr/Ms it is so nice to meet you) ,how may I help you? (Speaking out by standing up and greeting pleasantly) Good Morning…Sir/Madam ,I am… Is there anything I can do for you? You’re welcome. It is my pleasure. Excuse me… Sir/Madam, Just a moment please. I will be with you in A moment. I’m sorry to have kept you waiting. I’m sorry… Sir/Madam, the line is engaged, please wait a moment, I will try again later.
When he comes back, can you have him call me at (206) 5551212? Can you repeat again, please? (Say) Again, please? /Pardon? Come again, please? / I'm sorry?