第二輯 Test 1

A: Customer relations:

Treat each customer as your best customer

Practice learning and memorizing names.
Train your services staff to give complete attention to a customer.
Let the customer know that their needs are the most important item of business at this very moment.
Resolve issues immediately
Drop everything to solve their problem.
Avoid saying,"I'll see what I can do."
Sometimes it is necessary to get back to a customer at a later date, but if there is an immediate solution available, do it now.
Be proactive
Anticipate their needs.
Think ahead of your customers.
Know what your returning customers need are and be ready to meet them.
Try your best to read them and anticipate what they may need.
Do not be afraid to ask what else you can do to make them happier.

B: Company growth:
Don't allow your businisess's growth to go unchecked.

Fast unmonitored growth can be just as dangerous as no growth.

Computers, desks and chairs become hard to find. You outgrow （增長得容不進(jìn)某地） your office gear（辦公設(shè)備） and employees find it hard to work with the space shortage and furniture scarcity.

You take on orders much larger than you should take or handle.
Don't turn orders down, but don't sacrifice service and quality either.
Make sure you can deliver on your promises.
You don't know most of the faces of your staff.
Once you become unware of the people working for you, things become impersonal (缺乏人情味的;冷淡的) and you will have lost contact with your business's most valued customers.

C: Marketing:
It varies depending upon the nature of the business.
Have all the knowledge about the product so that he (代理商) may communicate with the customers.
Sell the products with persuation.
Satisfy the customers while they are looking for the products.
Help the customers in identifying their requirements, to promote products, to answer the customers' questions regarding the products, to negotiate the price on the spot, to arrange the merchandise (產(chǎn)品) properly and to supervise the ordering the supplies.

Encourage employees to submit useful ideas, and your company will thrive.
Keep in mind that your staff suggestion scheme is at risk if senior managers are not able to spend time on it.
Managers across disciplines will need to make time to participate in and contribute to the scheme.
How will you make sure the whole company knows about your new staff suggestion scheme?
How will you encourage people to submit good ideas?
An internal promotion plan is essential to your scheme's success.
Give your suggestion scheme a name.
Develop a launch plan to create initial buzz and encourage staff to submit ideas.

Create an ongoing training plan to ensure staff understand the type of ideas you're looking for.
Consider how to maintain momentum and celebrate successes.
Agree on how to respond to accepted and rejected ideas.
Consider communication channels from emails to "old-fashioned" paper newsletters.
All key departments need to be represented to ensure ideas can be properly evaluated and implemented.

Do you need to give employees a cash reward for a helpful idea?
A hand-written thank-you letter from a manager or a mention on your intranet provide sufficient reward for good ideas.

Which ideas are useful?
And how much information is required for each idea submission?
How will the suggestion benefit the company?
How will the suggestion benefit the employees?

Any new program starts with a persuasive business case.

Your business case for a staff suggestion scheme should outline business benefits and investments required.

improve staff morale
increase job satifaction
create a feeling of ownership and engagement
build team spirit
reduce costs and increase profitability
increase revenue
improve customer satisfaction