Who made sale_presentation
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This document describes a program called "Who Made the Sale?" which is designed to train customer service employees through a series of simulated customer service investigations. The program aims to identify which employees best understand customer needs, make customers feel at ease, provide help when needed, resolve issues when customers are unhappy, and work as a team. It focuses on applying skills on the job rather than removing employees from work for long training sessions. The program is assessed based on manager observations and participant feedback rather than exams.
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지난 5월 16일 D.Camp에서 '한국HCI연구회' 멤버들을 위한 서비스 디자인 강연 자료입니다. 2시간 정도로 진행된 내용을 담은 슬라이드이고, 서비스디자인의 소개와 단계별 설명, 간단한 실습을 포함하고 있습니다.
본 강연의 테마는 '강연기획자'를 위한 서비스 디자인으로, TEDxSeoul과 같은 행사를 만들어보고 싶은 기획자들이 강연이라는 이벤트를 만들기위한 서비스 디자인 프로세스를 다루고 있습니다. 2시간의 짧은 강의라 기존 강연 자료에서 설명부분을 많이 뺏고 또 실제로 간단하게 설명하면서 워크숍을 병행해서 진행했고, 주로 스테이크홀더맵-퍼소나는 팀원들간의 토론을 통해 만들어보고 저니맵은 TEDxSeoul 관객의 저니맵을 설명하며 진행했습니다.
그럼 재미있게 보세요 :)
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Who made sale_presentation
- 1. Who Made The Sale?
- 2. Who made the sale? is a fun programme made up of 5 customer service investigations (CSIs) designed to discover who could have made a simulated sale.
- 4. How do we find out? Engage learners in a series of customer service investigations
- 5. Example of Customer Service Investigations W ho made the sale ! CSI 1: Who understood the customer’s needs? CSI 2 : Who made the customer feel most at ease? CSI 3 : Who was there when the customer needed help? CSI 4 : Who fixed things when the customer wasn’t happy? CSI 5 : Who worked as a team to get the customer’s business? Evidence gathering activities to determine…
- 12. Provide Additional Input Thirty ways to show respect to customers How To Remember Names and Faces When Customers Criticise… Five ways to satisfy an Angry Customer
- 14. Evaluation Pre-course evaluation Form Course EvaluationForm Practical Application Post-course