【服务管理】标准信函培训纲要培训活动纲要Task: Standard Letters任务： 标准信函 Code 序号： OH-SM-CS-A006Objectives： At the end of this session, each trainee will be able to ensure the Standard of correspondence with clients and the general public is Of quality and uniformity. 目的： 课程终止后，每个学员将能够确保同客人和对外公共关系通信标准 的质量和一致性。Standard： See attachment标准： (附后)Resources： LCD / Standard Letters Example, Flipchart, Whiteboard.培训器材： LCD / 标准信函的样本，翻转展现板，白板Method培训方式Training Steps培训步骤Time时刻Ice break打破僵局Introduction介绍Prepared on Flipchart翻转展现板预备ContentAnd explanation说明内容LCDExerciseProgram: let trainees write a letter to other person, use different style or different format, just use self-feeling to write.题目：让学员每人写一封信，用不同的风格和格式，(用 个人的感受去写)After program, ask one question: 节目终止后，提问学员Why our letter has lots of style, can we use it on our business?什么缘故我们会有那么多的不同的风格，是否能够用在商务工作上？Show session objective:展现课程主题WIFM: use standard letter can help you present yourself more professional, get more information and business.通过学习我们将关怀你更专业，获得更多的商务信息All standard & procedures be written in the flipchart and showing to trainees. ( Flip chart 1)将所有的标准和程序写在翻转展现板上，然后向学员展现。Explain how to prepare and use standard letters说明如何预备和使用标准信函？Ask trainees: 提问：What is standard letters? 什么是标准信函？3 minutes10 minutes25 minutes10 minutes下载后可任意编辑练习Summary总结All kind of standard letters will be written on the white board and showing to trainees. (White board 1)将所有的标准信函写在白板上，然后选择。Corporate Accounts 商务客户 Wholesalers / Tour Operators 旅行社代理商 Tour One - Time 一次性团队 CI &M 会议和展览 Catering and banquets 宴会 Thank you letter 致谢函 Apologize letter 道歉函 Greeting letter 问候函 Invitation letter 邀请函 Press Releases 出版商 Media / Press 媒体广告 Suppliers 供应商 Etc 等 Review key points and Test.回忆要点和测验10 minutesTotal 58 minutes
