[原创]领班服务与管理培训课件
<p><span><strong>本人制作的全省中福在线销售厅领班服务与</strong><a href="javascript:;" target="_self"><span lang="EN-US" style="COLOR: #176209; FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-ascii-font-family: Arial;"><span lang="EN-US"><strong>管理</strong></span></span></a><a href="javascript:;" target="_self"><span lang="EN-US" style="COLOR: #176209; FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-ascii-font-family: Arial;"><span lang="EN-US"><strong>培训</strong></span></span></a><strong>课件的摘录之一 </strong></span></p><span><strong><span lang="EN-US"><p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 21.6pt; TEXT-ALIGN: left; mso-pagination: widow-orphan;"><b><span lang="EN-US" style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial; mso-font-kerning: 0pt;">“</span></b><b><span style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-family: Arial; mso-hansi-font-family: Arial; mso-ascii-font-family: Arial; mso-font-kerning: 0pt;">世事洞明皆学问，人情练达即文章</span></b><b><span lang="EN-US" style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial; mso-font-kerning: 0pt;">” ----</span></b><b><span style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-family: Arial; mso-hansi-font-family: Arial; mso-ascii-font-family: Arial; mso-font-kerning: 0pt;">本人制作的全省中福在线销售厅领班服务与</span></b><b><span lang="EN-US" style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial; mso-font-kerning: 0pt;"><a href="javascript:;" target="_self"><span lang="EN-US" style="COLOR: #176209; FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-ascii-font-family: Arial;"><span lang="EN-US">管理</span></span></a><a href="javascript:;" target="_self"><span lang="EN-US" style="COLOR: #176209; FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-ascii-font-family: Arial;"><span lang="EN-US">培训</span></span></a></span></b><b><span style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-family: Arial; mso-hansi-font-family: Arial; mso-ascii-font-family: Arial; mso-font-kerning: 0pt;">课件的摘录之一</span></b><b><span style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial; mso-font-kerning: 0pt;"><span lang="EN-US"><p></p></span></span></b></p><p class="MsoNormal" align="left" style="MARGIN: 7.5pt 0cm; LINE-HEIGHT: 21.6pt; TEXT-ALIGN: left; mso-pagination: widow-orphan;"><b><span style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-family: Arial; mso-hansi-font-family: Arial; mso-ascii-font-family: Arial; mso-font-kerning: 0pt;">世事洞明：明了世情的表象真伪，洞察人与事的本质或缘由，这的确是人生的最大参透和经验积累。</span></b><span lang="EN-US" style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt;"><p></p></span></p><p class="MsoNormal" align="left" style="MARGIN: 7.5pt 0cm; LINE-HEIGHT: 21.6pt; TEXT-ALIGN: left; mso-pagination: widow-orphan;"><b><span style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-family: Arial; mso-hansi-font-family: Arial; mso-ascii-font-family: Arial; mso-font-kerning: 0pt;">从管理角度上讲，世事－－即为管理过程中所遇到的所有问题或事情；人情－－也可视为自己与客人、与上下级之间的人与人的关系。</span></b><b><span lang="EN-US" style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial; mso-font-kerning: 0pt;"><p></p></span></b></p><p class="MsoNormal" align="left" style="MARGIN: 7.5pt 0cm; LINE-HEIGHT: 21.6pt; TEXT-ALIGN: left; mso-pagination: widow-orphan;"><b><span style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-family: Arial; mso-hansi-font-family: Arial; mso-ascii-font-family: Arial; mso-font-kerning: 0pt;">洞明</span></b><b><span lang="EN-US" style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial; mso-font-kerning: 0pt;">“</span></b><b><span style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-family: Arial; mso-hansi-font-family: Arial; mso-ascii-font-family: Arial; mso-font-kerning: 0pt;">世事</span></b><b><span lang="EN-US" style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial; mso-font-kerning: 0pt;">”</span></b><b><span style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-family: Arial; mso-hansi-font-family: Arial; mso-ascii-font-family: Arial; mso-font-kerning: 0pt;">－－领班既做</span></b><b><span lang="EN-US" style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial; mso-font-kerning: 0pt;">“</span></b><b><span style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-family: Arial; mso-hansi-font-family: Arial; mso-ascii-font-family: Arial; mso-font-kerning: 0pt;">兵头将尾</span></b><b><span lang="EN-US" style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial; mso-font-kerning: 0pt;">”</span></b><b><span style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-family: Arial; mso-hansi-font-family: Arial; mso-ascii-font-family: Arial; mso-font-kerning: 0pt;">，又是沟通上下的关键角色，所以，既要完全清楚当班的实时营业态势：如各营业区域客人的分布情况、尤其是大客户的情况；掌握敏感时段的营业数据（如各区营业额等），客户的投注额及相关投注情况等等；又要掌握厅面的一般客情，特别是：是否有异常客人的情况（如异常投注额或异常情绪、异常举动等），还要巡查各岗位服务人员的服务状态、情况，及时做好纠偏</span></b><b><span lang="EN-US" style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial; mso-font-kerning: 0pt;"><a href="javascript:;" target="_self"><span lang="EN-US" style="COLOR: #176209; FONT-FAMILY: 宋体; mso-hansi-font-family: Arial; mso-ascii-font-family: Arial;"><span lang="EN-US">工作</span></span></a></span></b><b><span style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-family: Arial; mso-hansi-font-family: Arial; mso-ascii-font-family: Arial; mso-font-kerning: 0pt;">；</span></b><b><span lang="EN-US" style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial; mso-font-kerning: 0pt;"><p></p></span></b></p><p class="MsoNormal" align="left" style="MARGIN: 7.5pt 0cm; LINE-HEIGHT: 21.6pt; TEXT-ALIGN: left; mso-pagination: widow-orphan;"><b><span style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-family: Arial; mso-hansi-font-family: Arial; mso-ascii-font-family: Arial; mso-font-kerning: 0pt;">踏踏实实做人，认认真真做事，不但既是做事的道理，也更是做人的道理；</span></b><b><span lang="EN-US" style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial; mso-font-kerning: 0pt;"><p></p></span></b></p><p class="MsoNormal" align="left" style="MARGIN: 7.5pt 0cm; LINE-HEIGHT: 21.6pt; TEXT-ALIGN: left; mso-pagination: widow-orphan;"><b><span style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-family: Arial; mso-hansi-font-family: Arial; mso-ascii-font-family: Arial; mso-font-kerning: 0pt;">学会制怒，就学会控制冲动；不想已短，只论人错</span></b><b><span lang="EN-US" style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial; mso-font-kerning: 0pt;">,</span></b><b><span style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-family: Arial; mso-hansi-font-family: Arial; mso-ascii-font-family: Arial; mso-font-kerning: 0pt;">则处处难和人相处，多省已过，以和为贵，则以宽容人与事皆多赢</span></b><b><span lang="EN-US" style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial; mso-font-kerning: 0pt;"><p></p></span></b></p><p class="MsoNormal" align="left" style="MARGIN: 7.5pt 0cm; LINE-HEIGHT: 21.6pt; TEXT-ALIGN: left; mso-pagination: widow-orphan;"><b><span lang="EN-US" style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial; mso-font-kerning: 0pt;"> <p></p></span></b></p><p class="MsoNormal" align="left" style="MARGIN: 7.5pt 0cm; LINE-HEIGHT: 21.6pt; TEXT-ALIGN: left; mso-pagination: widow-orphan;"><b><span style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-family: Arial; mso-hansi-font-family: Arial; mso-ascii-font-family: Arial; mso-font-kerning: 0pt;">管理与被管理的过程中，难免会遇到被有理的与无理的责怪甚至责骂；难免会遇到委屈甚至冤曲；难免会遇到不甚公平甚至很不公平的时候，有就难免会有</span></b><b><span lang="EN-US" style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial; mso-font-kerning: 0pt;">“</span></b><b><span style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-family: Arial; mso-hansi-font-family: Arial; mso-ascii-font-family: Arial; mso-font-kerning: 0pt;">怒从心里起，恶向胆边生</span></b><b><span lang="EN-US" style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial; mso-font-kerning: 0pt;">”</span></b><b><span style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-family: Arial; mso-hansi-font-family: Arial; mso-ascii-font-family: Arial; mso-font-kerning: 0pt;">此时</span></b><b><span lang="EN-US" style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial; mso-font-kerning: 0pt;">“</span></b><b><span style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-family: Arial; mso-hansi-font-family: Arial; mso-ascii-font-family: Arial; mso-font-kerning: 0pt;">制怒</span></b><b><span lang="EN-US" style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial; mso-font-kerning: 0pt;">”</span></b><b><span style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-family: Arial; mso-hansi-font-family: Arial; mso-ascii-font-family: Arial; mso-font-kerning: 0pt;">就尤其重要。</span></b><b><span lang="EN-US" style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial; mso-font-kerning: 0pt;"><p></p></span></b></p><p class="MsoNormal" align="left" style="MARGIN: 7.5pt 0cm; LINE-HEIGHT: 21.6pt; TEXT-ALIGN: left; mso-pagination: widow-orphan;"><b><span lang="EN-US" style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial; mso-font-kerning: 0pt;"> <p></p></span></b></p><p class="MsoNormal" align="left" style="MARGIN: 7.5pt 0cm; LINE-HEIGHT: 21.6pt; TEXT-ALIGN: left; mso-pagination: widow-orphan;"><b><span style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-family: Arial; mso-hansi-font-family: Arial; mso-ascii-font-family: Arial; mso-font-kerning: 0pt;">总要记住：</span></b><b><span lang="EN-US" style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial; mso-font-kerning: 0pt;">“</span></b><b><span style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-family: Arial; mso-hansi-font-family: Arial; mso-ascii-font-family: Arial; mso-font-kerning: 0pt;">小不忍则乱大谋</span></b><b><span lang="EN-US" style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: Arial; mso-font-kerning: 0pt;">”<p></p></span></b></p><p></p></p></span></strong></span>
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