公司的服务水平最终体现为一线或窗口员工的服务水平,然而我们经常发现很多公司中高层人员的管理水平“很好”,但一线员工的服务水平却参差不齐,难以满足顾客的需要。比如商场的促销员对产品功能不很了解、药店的柜台人员对药品知识一知半解、饭店的服务员对饭菜口味不明不白,等等。由于大量存在此类服务水平较差的窗口员工,企业的竞争力受到巨大威胁。如何提高员工的服务水平呢？大部分HR会指出培训是解决该问题的“有效药方”。然而事实上,传统的培训方法虽是“药方”,但并非一定有效。因为传统的培训总会碰到培训任务量大、预算有限或缺乏既懂产品知识又懂如何做培训的讲师等情况。笔者所在公司也曾面临同样的困境。起初也只是通过全国各地的培训管理者进行相关课程的组织或讲解,但成效甚微。后来通过不断的摸索与实践,我们在培训制度和流程上进行了很大的创新,其中最核心的是通过建立员工教练队伍,使培训切实取得成效,同时大大节省了培训费用。 However, we often find that the management level of senior staff in many companies is “very good”, but the level of service of front-line staff is uneven and it is difficult to meet the needs of customers. Such as shopping malls promoters do not understand the product features, pharmacies counter knowledge of drug knowledge, restaurant waiter unclear taste of food, and so on. Due to the large presence of such poor level of service window staff, the competitiveness of enterprises is a huge threat. How to improve staff’s service level? Most HRs will point out that training is an “effective remedy” to solve the problem. However, in fact, the traditional training method is “prescription”, but it is not necessarily effective. Because the traditional training will always encounter a large amount of training tasks, the budget is limited or lack of knowledge of both product knowledge and how to do training lecturer and so on. The author’s company also faced the same dilemma. Initially, training courses were organized or explained only by training managers all over the country, but with little success. Later, through constant exploration and practice, we have made great innovations in the training system and procedures. The core of the training is to make effective and effective training through the establishment of a staff coaching team, at the same time saving training costs.