A while ago, all the staff of the company arrived in tai'an for a half-year staff conference, where a MOT training was conducted, and the notes were messy. Save a document.
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- Power by service = love for Work = Zappos
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- Company's mission: providers of technology and service solutions
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- Mot training aims to transform people and leadership
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- Four-step model: Exploration, proposal, action, confirmation
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- Personal career growth dependencies: relationships, skills, and attitudes
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- Skills = Professional Skills + communication skills
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- Attitude = doing the right thing + doing the right thing
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- The relationship illustrates the importance of communication.
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- Always be considerate and win-win for customers
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- Profit Chain = improving internal service quality-> employee satisfaction-> employee loyalty-> external service quality-> customer satisfaction-> customer loyalty-> profit
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- The profit chain is changed through attitudes and behaviors.
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- Value Change = create value for customers + to improve personal value
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- Customer satisfaction = understanding the final demand + providing the most desired service
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- EB = decision maker
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- Critical moment
- The service is not just in the sales time
- The value of any company is to create value for customers.
- The critical moment occurs during the conversation.
- Positive key moments will give customers trust
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- Four-step model: each step creates value
- Exploration: understanding users' needs and ideas
- Proposal: Provide appropriate action suggestions to meet the customer's expectations
- Action: Implementation of previous action proposals and commitments
- Confirm: confirm that you meet or exceed the user's expectations
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- Reasons for non-positive critical moments
- Lags behind competitors
- Ignore customers
- Poor Service Quality
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- How do customers make decisions?
- Left Brain rational, right brain emotional
- To achieve a positive critical moment at all times
- Rational judgment and emotional decision-making
- Cognition will last for a period of time
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- What value does it create for customers? How to create value for users?
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- The goal of the training is to achieve a positive key moment, and the challenge is how to create value as much as possible.
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- Explore the need to take the initiative to master the 6w1h Law
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- Communication is a required skill. Everyone should not only do it, but also say
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- Think that the customer is in front of us during communication.
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- You can score yourself for any service.
- Customer is very happy, 3 points
- Exceed expectation, 2 points
- Meeting expectations: 1 point
- No expectation, 0 Points
- Only partial expectations are met,-1 point
- Failed to meet expectation,-2 points
- Damaged the relationship,-3 points
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- Competitive pressure, move back if you do not enter
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- Exploration
- Considerations for customers
- Enterprise benefits
- Personal Interests
- Expectations for customers
- Explicit expectation
- Implicit expectation
- Actively listen
- Body Language
- Question
- Timely clarification and Summarization
- Take notes
- Do not interrupt the conversation
- Respond to others' opinions and emotions
- Listen to each other as an ally
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- Smart: S: specific, M: Measurable, A: Challenging, R: correlation, T: time box
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- Star: S: Background, T: task, A: Action, R: Result
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- Bant: B: Budget, A: procurement process, N: Demand, T: time box
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- SWOT: S: Strengths, W: weaknesses, O: opportunities, T: Threats
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- Communication occurs because of information asymmetry.
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- Proposal
- Find the root cause
- Commitment to current actions
- Recommended follow-up actions
- Do not over-commit
- Always have alternatives
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- The reason for the non-positive critical moment is: work habits
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- Four-step model of the R & D version
- Exploration: Demand Analysis
- Proposal: design and planning
- Action: implementation
- Validation: Testing, release, and acceptance
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- Fast Response for communication
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- Proposal = appropriate + actual + achievable + win-win
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- Factors in Competition
- Is this opportunity really beneficial to both parties?
- Is financial support sufficient?
- Who will influence this decision?
- What factors does decision-making depend on?
- What is the timetable for decision-making and implementation?
- Which competitors are there?
- Where are our competitive advantages?
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- Proposal of failure
- Do not understand user expectations
- Action is not recognized by the Team
- Lack of feasible action plans
- Not a win-win proposal
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- 5C: for the sake of customers + Preventive Measures + Communication + coordination + completion
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- Knows is a line
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- Quality: scope, time, and resources
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- Make commitments, take actions, and support actions
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- Service requirements
- Faster response
- Focus on customer expectations, regardless of size
- Patient and meticulous
- Return to official customers
- Actively interact with sales staff and provide feedback
- Quick Problem Solving
- Positive attitude
- Provide accurate solutions
- Confirm the problem and provide positive feedback
- Enthusiasm, patience, and positive attitude
