Customer Service Representative Training of Cambro HZ Office to Improve Working Efficiency

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1、Customer Service Representative Training of Cambro HZ Office to Improve Working Efficiency论文摘要美国著名餐具生产企业CAMBRO公司，总部位于洛杉矶,是酒店餐饮厨具领域的领先企业.由于中国具有制造成本比较低的优势以及中国酒店设备行业的订单需求，该公司自2006年起将重心转向中国，建立面向中国的具备CAMBRO所需要的辐射全中国的产品配送和服务网络。于2007年3月在广东省惠州市注册成立惠州勘宝商业有限公司，即Cambro China office.并与南方物流合作,租用其货仓,由其提供货仓管理和物流配送

2、服务. 其产品由中国各地的酒店用品代理商销售.Cambro虽然是著名的酒店用品品牌,是星级酒店和麦当劳,肯德基及必胜客等著名餐饮连锁店首选的与食品存储有关的产品.但也面临来自市场上冒充模仿的产品及国外同类产品的急烈的竞争.市场占有率并不理想。价格，品质和服务的是市场竞争的三大要素, 因此Cambro与南方一家企业合作,降低生产成本,并从国外派工程师保证产品的质量,同时给予代理商最好的折扣推销产品,想提高其中国市场占有率.为配合销售的工作,对Cambro中国客户服务代表的培训,以提供给客户最好的服务就显得尤其重要.提高客户服务,满足代理商的需求是确保销售团队完成销售目标提高Cambro产品占有率

3、的途径. 本论文设计对客户服务代表进行培训。使其能够熟练掌握工作中所需的软件，并尽快适应外国公司的network的工作方式，在较短时期使其融入到工作流程中，从而配合销售人员的工作，提高客户服务质量，完成销售目标。本论文前期根据客户服务代表工作职责的描述，听取销售经理，客服经理的意见，制定培训计划。中期和培训人员进行沟通，通过项目进度流程表、培训工作日志等形式来检查和保证设计内容得到及时调整和如期完成。后期对客户服务代表的工作进行各方面的考核评估。经过培训项目计划的顺利实施,不但提高了客户服务代表的工作能力，也提高了工作效率。也实现了惠州销售团队的销售目标。实践证明，培训能使新公司员工及时熟悉企

4、业文化,很快融入工作流程，完成制定的目标。关键词：客户服务培训 工作流程 工作效率 完成销售目标AbstractCambro manufactory company which is a famous company producing dishware in America. It was founded by two brothers, Bill and Argyle Campbell, in 1951.The headquarters is located in Los Angeles. The company is in the highest flight in the area w

5、hich offer the food service serious for hotel, restaurant, fast food chain etc. At present they cooperated with a manufacture company in South China. Considering the competitive cost in China. By the end of last year they began to turn their step to China and build up the supplier chain to connect C

6、hina market, American manufacturing. They also cooperated with Logistics Corporation to match the supplier net in mainland China. They established a commercial company ( the China office of Cambro) in Huizhou city; Guandong province. As it is a new office of Cambro which just established in Huizhou

7、city. The products will be importer from USA, the customs broker agent in Shenzhen will clear the goods for us, and the goods will be transshipped from Shengzhen to Logistic Corporation warehouse which cooperated with us. The orders from the China Cambro agent will be placed to Huizhou Cambro and wi

8、ll be shipped from the Logistic warehouse. The agent neednt place order to Cambro USA, they will place the order to Huizhou Cambro office. In order to help the sales team to meet sales goals and do more business with Cambro China distributors to offer them the best service is very important. The pro

9、blem for customer service representative is to get the training to familiar with Cambro products, the accounting software and inventory software, to know the work procedure of Cambro China and the customer policy. This paper presents a detailed report about the implement of Customer Service Represen

10、titive training to improve working efficiency.Key words: customer service training, working procedure, working efficiency and meet sales goalsTable of ContentsPages1. Introduction.12 Summary of the Preliminary Research.2 2.1. Problem Description.2 2.2. Problem Analysis.3 2.2.1 Situation Analysis of

11、HZ Cambro 3 2.2.2 Needs and Wants Analysis.4 2.2.3 SWOT Analysis.63. Project Objective and Hypothesis.73.1. Project Objective73.2. Project Hypothesis74. Project Rationale.85. Project Design.95.1. Planning Activities95.2. A Critical Path Analysis of the Activities105.3. People Involved and Responsibi

12、lities115.4. Time - Scale of the Activities.125.5. Costing.145.6. Risks Analysis155.7. Plan for Monitoring and Evaluation.166.Project Implementation.176.1. Project Implementation186.2. Monitoring197.Project Findings and Discussion198. Conclusion.20Bibliography.21Appendix 1: A Critical Path Analysis

13、of the Activities22Appendix 2: The Project Framework.23Appendix 3: Activity Flow Chart with Time Scale24Appendix4: Project Managers Diary25 Customer Service Representitive Training of Cambro HZ Office to Improve Working Efficiency1. Introduction Cambro was founded by two brothers, Bill and Argyle Ca

14、mpbell, in 1951, when Bill invented the Camtray and Argyle began selling the tray to the American Hospital Supply Corporation. The Camtray was quickly embraced by restaurant, hotel, school and cafeteria operators, and it became the industry standard. Over the last fifty-five years, Cambro has grown

15、from one product, the Camtray, to thousands of products; from one salesman to a global sales and distribution network; from two presses in a small shop to several manufacturing capabilities. Cambro are committed to creating and providing the most durable and highest quality products for the foodserv

16、ice industry. Cambro China office (Huizhou Cambro Commerical Co., Ltd) was founded in Huizhou, Guangdong on 12/01/2006. The Chinese team including three sales, two customer representatives, one office manager, and one director. The sales and the director have worked for Cambro for more than one year

17、s, but the two CSR and the office manager are new employees, they are all majored in English, they knew few knowledge about Cambro products and how to offer the customers best service.In China Cambro products are sold by sales agent/distributors of hotel equipment. Cambro food service products are t

18、he first choice for star hotels and McDonalds, KFC and Pizza Hut and other well-known restaurant chains. But also face competition from the market imitate cheap products and foreign similar products strong competition. The market share is not satisfactory. Price, quality and service that the three e

19、lements of market competition. Cambro co-operate with a factory from north China to lower production costs, and to send engineers from abroad to ensure the quality of the product. At the same time, gave the best discount to the agents to promote their products to improve their Chinese Market share.

20、To tie in with the sale of the work of the China Cambro training customer service representatives to provide the best service to customers has become particularly important.Im a customer service representative in Cambro China office. I have more than 2 years of experience in an office, working as a

21、customer service or order desk representative. I know to got the training to familiar with Cambro products is very important. But I only got Cambro products information from the web and the magazine and not familiar with the software which I need us in Cambro. I discussed with office manager and sal

22、es. The sale manager and office manager made the project of implementing CSR and office manager training. It is a two-months project, I was the project coordinator. To implement the project I look for the books about customer service in the library and analyze the problem in my daily job. And give t

23、he comment about the project design. The project should be based on the needs and wants analysis and the current situation of Cambro China officethe financial resource, human resource, and physical resourceThis project was planed to be implemented from 08/15/07 to 10/20/07. The goal of the project i

24、s about the CSR training to improve working efficiency.The project was been successful implemented. The two customer representatives and the office manager have gotten the training. They helped the sales team to get more orders from the distributors. After the project was carried out, the amount for

25、 the China orders which have been shipped and invoiced can prove the training are good. And calculated the orders which will be shipped and invoiced, the amount is meet the sales goals. 2. Summary of the Preliminary Research2.1 Problem DescriptionThe problems for Huizhou Cambro team is that, the two

26、 CSR and the office manager just join Cambro. They need get the training first and then can offer customers best service. The training project has been designed and I am the project coordinator. In China Cambro products are sold by sales agent/distributors of hotel equipment. Cambro food service pro

27、ducts are the first choice for star hotels and McDonalds, KFC and Pizza Hut and other well-known restaurant chains. But also face competition from the market imitate cheap products and foreign similar products strong competition. The market share is not satisfactory. Price, quality and service that

28、the three elements of market competition. Cambro co-operate with a factory from north China to lower production costs, and to send engineers from abroad to ensure the quality of the product. At the same time, gave the best discount to the agents to promote their products to improve their Chinese Mar

29、ket share. To tie in with the sale of the work of the China Cambro training customer service representatives to provide the best service to customers has become particularly important.2.2 Problem AnalysisIn order to implement this project better. The SWOT analysis has been conducted. Including the s

30、ituation analysis of business in Huizhou Cambro Commercial Co.(Cambro China office), the needs analysis of the training project. The SWOT profile summarize the advantages and disadvantages of Huizhou Cambro. 2.2.1 Situation analysis of HZ CambroCompany ProfileCambro was founded by two brothers, Bill

31、 and Argyle Campbell, in 1951, when Bill invented the Camtray and Argyle began selling the tray to the American Hospital Supply Corporation. The Camtray was quickly embraced by restaurant, hotel, school and cafeteria operators, and it became the industry standard. Over the last fifty-five years, Cam

32、bro has grown from one product, the Camtray, to thousands of products; from one salesman to a global sales and distribution network; from two presses in a small shop to several manufacturing capabilities. Cambro are committed to creating and providing the most durable and highest quality products fo

33、r the foodservice industry. Huizhou Cambro Commerical Co., Ltd was founded in Huizhou, Guangdong on 12/01/2006. Human ResourcesCambro China team including three sales, two customer representatives, one office manager, and one director. The job for CSR is to processes orders for material or merchandi

34、se received by mail, telephone, or personally from customers or company employee. And interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to speak effectively before groups of customers or employees of organization in English.Customer Prof

35、ileMost of our customers are distributors of hotel and restaurant equipment. The famous distributors is Shanghai HEC Group . And other distributors or sales: Guangzhou Shengnan Trade Co., Ltd. Beijing Sunpek Trading Co., Ltd, Shanghai Angelhood Co., Ltd, Guangzhou Sannen Co.,Ltd, Shenzhen Zhaonengyu

36、an Hotel Equipment Co.,Ltd,etc. The end user are famous hotels such as star hotels and McDonalds, KFC and Pizza Hut and other well-known restaurant chains.2.2.2 Needs and Wants AnalysisExceeding the customers expectations is our greatest passion. Our products and service have surprised and delighted

37、 them is our greatest pleasure. the import element for Cambro is to have innovative products, different from the market, and above average quality before the competitors. The distributors said that as Cambro is the famous brand for the end users, the products of Cambro are the first selection for th

38、em. If we can confirm the correct shipment date for the goods which they are interesting, we can help the sales/distributors get more and more orders from the end users. But teams are not always harmonious or effective from the start.In order to do the customer service job perfect. We need get the t

39、raining to familiar the Cambros product and the China market. And discuss with the sales, get the comments and opinions Then we can establish the effective procedure.2.2.3 SWOT AnalysisIn order to describe the current situation clearly and design the project to solve the proplem about customer train

40、ing. We work out the SWOT analysis of the situation.Strengthl Cambro is a famous brand, its the first choice for the customer of the distributor. The Camtray was used by restaurant, hotel, school and cafeteria operators, and it is the industry standard. Huizhou Cambro offer the most complete line of

41、 sizes, shapes, colors and materials in foodservice traysl Cambro food service products are safe and with good quality. Cambro introduced Camcover plate covers, drinkware, dinnerware and serving bowls to provide operators with long lasting tableware and serving items. Cambro also created the first p

42、lastic food pan and the first clear food storage container. By continuing to answer operators storage needs, Cambro has developed the complete food storage solution to help operators ensure food is stored safe and fresh. This includes our recent innovations with our exclusive FlipLid, GripLid, and S

43、lidingLid. l Cambro combined plastic molding with foam insulation in the early 1970s to create the first Camtainer. This was the beginning of our full line of insulated food and beverage containers that keep hot food hot or cold food cold for holding, transporting and catering. Our expansion in this

44、 area has been with our merchandising equipment that helps operators grow their business using our CamKiosk, Cambars, Salad Bars, Ice Caddies and more.l Huizhou Cambro can sell the goods to China distributors and make the VAT invoice. And the distributors get the best discount. Our Guangzhou warehou

45、s have stored the popular items in China. and the distributors neednt waste time to order them from America. The employee of Huizhou Cambro can communicate with Cambro USA in English, and to send their comments to Cambro USA soon.Weaknessl The two customer representatives and the office manager are

46、all majored in English. They just joined Cambro.They have few knowledge about Cambro products and about customer service. l The office manager has worked as a purchaser for about ten years. She familiar with the foreign company network style. But she didnt know how to establish the effective procedu

47、re in Huizhou Cambro.l There are no persons familiar with China VAT invoice and the police. The office account was made the accounting agent.l As work time of China is different from USA, the immediately reply with necessary message will be received lately. And when our ID for ERP is in the problem,

48、 we need await our America IT colleagues help us to solve the problem It usually need two or three days. Sometime need more time. l At present we cant arrange someone to work in the night, during the work time of America colleagues. Opportunityl The sales will give their support and their experience

49、 to help us. There is a sale who has sold Cambro products for more than twenty years. And the other sales also have worked for Cambro more than one years.l The manager of Cambro will help us to arrange the necessary training. The engineer of Myob will come to Huizhou office to discuss with us to est

50、ablish Cambro China account. The vice director will come to Huizhou office to talk about the working procedure.l The IT colleagues of Cambro USA to work according to China office work schedule to solve the problem immediately. And if the thing is urgent we call them directly or leave them the messag

51、e . l For accounting control and shipping information. We can call them for the necessary support and necessary information. The Cambro America work day and night to support Huizhou Cambo. They are professionally. Threatsl There might be personal changing jobs after they have gotten the training.l T

52、he training from Cambro America customer service manager has been arranged, butto teach how to use Cambro Erp in English, sometimes maybe will be difficult to understand. l There are maybe the delay in any parts of processing. Such as how to use Myob in Cambro China office hasnt been cofirmed.l The

53、training arrangement about the software of South Logistic is necessary. But the software about how to manage our warehouse is in flexible conditionl How to use the Chinese Vat Invoice machine to work out Invoice is not included. .3. Project Objective and Hypothesis3.1. Project ObjectiveThe aim and g

54、oal of the training project is to let the two customers and the office manager familiar with the Cambros products, to let them know how to use the software in Cambro, to know how to use the software in South Logistics, to know how to use Mayob manage the customes account, to know how to support the

55、sales team and offer distributors the best service. 3.2. Project HypothesisOn analysis the situation of the Cambro China team, it can be hypothesized that if the two CSR and the office manager have gotten the training, the China team can establish the effective working procedure and help the sales t

56、o meet sales goals.4. Project RationaleIn Cambros web, about Cambro story there is a words” with our growth, the Cambro vision has never wavered: we are committed to creating and providing the most durable and highest quality products for the foodservice industry.” The director Mr. Argyle of Cambro

57、also want to sell their highest quality products to China, and hope the offer customer best service, he came to Huizhou and interviewed us directly.And I also found a very useful book -100% Percent Customer Satisfaction (Liu Yixing) also including some successful case. About customer service trainin

58、g the opinions in the book are : to offer customers best service, it is from the training beginning to the training finished. Thats change my mind and take more note to get the training.And some knowledge which I have learned in Beiwaionline, the book World Class English for Business Book 1&2 told u

59、s all major companies were developing their customer services to connect better with their customers. The book also mentioned that a good customer service policy depended on knowing what our customers want and how they feel about the services you offer. It suggested many great methods to obtain cust

60、omer information, such as a questionnaire, face to face interviews, telephone calls, and customer surveys. In order to achieve the project objective successfully, we should focus on the customers needs and wants, and then we could begin our first step to achieve our goal.There is also a useful book

61、was Practical Business Project and Proposal Design (Hilton, 2003). It taught me how to do SWOT analysis. It helps me understand the situation of our company better. It showed me how to take corresponding measures e.g. How to carry out the project time-scale, project cost, risk analysis, and monitor

62、and evaluation; and how to present the proposal.Another book Practical project Design (GU, 2005) was another helpful work, As Doctor GU said in the book “So practical Project Design is in a sense your dissertation supervisor in print (DSIP in short)”. I frequently used this book as a rule to check a

63、t each step of the process of my project, this book helped me familiarize myself with some research methods, and I learned to solve a specific problem by using scientific methods of investigation. It guided me from the beginning through problem analysis, project design, project implementation project evaluation, and finally through composition of the project