2. 外语
  3. A: WHAT IS IMPORTANT WHEN...? Selecting staff for overseas training: •Work experience •Command of the language of the

A: WHAT IS IMPORTANT WHEN...? Selecting staff for overseas training: •Work experience •Command of the language of the

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问题 A: WHAT IS IMPORTANT WHEN...?
   Selecting staff for overseas training:
  •Work experience
  •Command of the language of the target country
   B: WHAT IS IMPORTANT WHEN ... ?
   Conducting a market analysis:
  •Targeted customers/clients
  •Comparison with major competitors
   C:WHAT IS IMPORTANT WHEN ... ?
   Aiming to improve customer service:
  •Finding out customer needs
  •Dealing with complaints efficiently  
Task Sheet :
   A: WHAT IS IMPORTANT WHEN ... ?
   Selecting staff for overseas training:
•Work experience
•Command of the language of the target country
•
选项
答案 Suggested Ideas : ?Work experience — When selecting staff for overseas training, it is important to consider their work performance.If a staff member whose work performance is outstanding is selected for overseas training, this will set a good example for other staff members and may encourage them to improve their work performance. — Work performance may include the following aspects: ?being fully aware of one’s job responsibilities, ?performing these responsibilities well, ?abiding by all company rules and regulations, ?being self-disciplined, ?always taking the initiative at work. ?Command of the language of the target country — This is another thing to take into consideration when selecting staff for overseas training. A good command of the language of the target country or English (the international language for business) will enable the selected staff member to understand instructions given by the overseas trainer, participate in all training activities, and communicate well with the trainer or other trainees. B: WHAT IS IMPORTANT WHEN ... ? Conducting a market analysis: ?Targeted customers/clients ?Comparison with major competitors ? Suggested Ideas : ?Targeted customers/clients When conducting a market analysis, it is important to make an analysis of the targeted customers/clients. This analysis may include collection and analysis of the following information related to the targeted customers/clients: — range of their age, — their sex, — their likes and dislikes, — their average income. To collect the above information, the following means can be tried: — to make phone calls to targeted customers/clients, —to prepare a questionnaire and send it to targeted customer/clients and request them to complete it and send it back, — to send trained staff to pay visits to targeted customers/clients. ?Comparison with major competitors When conducting a market analysis, it is also important to make a comparison with major competitors who provide same or similar products/services. This Comparison may include the following aspects: — financial strength, — cost efficiency, — impact of advertising, — impact of packaging, — product/service range, — special features of products/services. C: WHAT IS IMPORTANT WHEN... ? Aiming to improve customer service: ?Finding out customer needs ?Dealing with complaints efficiently ? Suggested Ideas : ?Finding out customer needs When aiming to improve customer service, it is important to find out customer needs. There are different ways to collect information related to customer needs: — to design a questionnaire for collecting most information in relation to customer needs, — to train a team for collecting and analyzing the information, — members of the team go into the streets, subway stations, or other public places to interview people at random using the designed questionnaire. ?Dealing with complaints efficiently When aiming to improve customer service, it is also important to deal with complaints efficiently. This can be done in different ways. — to set up a hot line for customers to make complaints, — to train a team for dealing with customer complaints, members of the team should be patient and enthusiastic, they should be trained to have good telephone manners and interpersonal skills, — to make sure that every complaint made by customers is dealt with seriously by the team and the customer who has made a complaint is always informed of the final result,i.e.how the complaint has been dealt with, —to keep a record of all complaints made by customers and how they have been dealt with. By the end of each year, a report on customer complaints should summarize what kinds of complaints are common in the past year, analyze the reasons for these complaints,and suggest effective ways for dealing with these complaints.
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