Internal Online Training Notes

       有一个有趣的现象，本来是很好的一件事情，如果这件事情是强加给你的话，你通常会抵触它，不知道其他人是不是也有同感？！我想，这不是个别现象，呵呵，这个时候，不同的态度决定不同的结果，如果你带着抵触的情绪去做这件事情，很可能你不会获得多少有益的东西，而如果你放宽心胸去接受它的话，很可能让你收益良多。

       我想许多企业内部都会有各种各样不同的培训，虽然现在许多培训受人诟病，但应该说，是个培训就会有值得我们学习的东西，起码我现在是这么认为的。前阵子CSTS内部催促完成上一年度剩余的online training， 一下子头上压上4，5个培训，还真不是啥好滋味。 当我津津有味地， 慢条斯理的开始第一个培训的时候，别人已经催促我直接做quiz来快速结束这些培训课程了。

       不过，我发现有些课程还是比较有意思的，虽然时间上无法抽出足够时间完成所有分配给我的这些培训，前面两个training还是留下了点儿东西，虽然只是零零散散，但也可以在某些时候充当一下"烂笔头"的作用。

 

[writing for business conclusion]

first rule : keep it short, concise

bottom line on top rule (BLOT)
   put your important words on top for impact

 

1-scope your project/topic
2-materials put-together strategy
  2.1 order of importance method
  2.2 timeline
  2.3 compare and contrasts method
  2.4 specific to general and general to specific method
 
3-draft method
  3.1 traditional draft
  3.2 mindstorm
  3.3 free writing

 ...

 

[forcusing on your customer]

It takes months, even years to find a customer...and only seconds to lose one.
                         -----customer 101

3R-Retention,Related Sales and Referrals

Targeting the Right Customers

      understand the lifetime value of your customer
Using the service profit chain to build customer loyalty and profitability

       All the smiles can't help you if your product or service is not what the customer wants.

the Service Profit Chain
   employee capacity -> service quality -> customer satisfication

Building Employee Capability
     Select for attitude, train for skills

Knowing the Customer
   Get customer feedback
   Observing the customer

Delivering Value
   Customer Value Equation
                                      (Results + Process Quality) 
       Customer Value =   -----------------------------------------
                                      (Prices + Customer Access Costs)