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#63 头脑风暴会议 Brainstorming Meeting
Quartz Power Group 董事总经理 Marcus 主持头脑风暴会议，在客户满意度下滑后带领团队发散创意，最终提出 Customer Plus 计划。
第 63 集2026年10月20日124 条字幕
Meeting 会议Mock Meeting 模拟会议入门模拟Brainstorm 头脑风暴销售部门主管企业管理者英式
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共 124 条
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Marcus is the managing director at Quartz Power Group
Marcus是Quartz Power Group的董事总经理
00:05 - 00:07
he is leading a brainstorming meeting
他正在主持一个头脑风暴会议
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he wants to generate ideas to improve customer service following poor feedback from a customer survey
他希望在客户调查反馈不佳后产生改进客户服务的想法
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improving our performance with customers
提高我们与客户的绩效
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is all about changing the company culture
就是改变公司文化
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so we need a message or a slogan
所以我们需要一个信息或口号
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perhaps we even need an image that everyone sees every day on their desks
也许我们甚至需要一个每个人每天在办公桌上看到的图像
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to remind them of the goal
提醒他们目标
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like a mission statement
就像使命宣言
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well sort of
算是吧
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but I'd like us to think of something short and instantly recognizable
但我希望我们能想出一些简短且容易辨认的东西
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mission statements tend to be
使命宣言往往是
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forgotten or they're too long
忘记了还是太长了
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but I don't want to rule out any ideas at this stage
但现阶段我不想排除任何想法
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so what I'd like us to do this morning is
所以我想让我们今天早上做的是
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spend an hour or so
花一个小时左右
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brainstorming some ideas to see what we can come up with
集思广益看看我们能想出什么
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and just a reminder
只是一个提醒
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this is a brainstorm
这是一场头脑风暴
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so all ideas are welcome
所以欢迎所有的想法
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we are not here to evaluate the ideas yet
我们还不是来评估想法的
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we just want to get as many as possible to get us started
我们只是想尽可能多地让我们开始
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perhaps we should begin with the word customer in the center
也许我们应该从中间的顾客这个词开始
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and see what comes from that
看看会有什么结果
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OK
好的
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does anyone have any other thoughts
有人有其他想法吗？
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maybe it's too early in the day
也许现在还太早
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yes Anna
是的，安娜
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I was thinking of good customer service
我在考虑良好的客户服务
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or maybe you're looking for something more catchy
或者你在找更吸引人的东西
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no no that's fine
不不那很好
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don't feel you have to come up with a slogan or anything
你不用想出口号什么的
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let's just get some ideas in front of us
让我们先想出一些点子
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customer care
客户关怀
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customer help
客户帮助
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customer service
客服
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uh sorry
呃抱歉
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we've got that one already
我们已经有那个了
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how about doing things better
把事情做得更好怎么样
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customers doing things better
顾客做得更好
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what do you mean
你什么意思？
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oh I didn't know that we were only
哦，我不知道我们只是
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thinking about using the word customer
考虑使用客户这个词
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I was trying to think of what it is
我在想这是什么
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that we're actually trying to do
我们实际上正在尝试做的事情
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but I think Marcus is looking for something more about the customer
但我认为Marcus在寻找更多关于客户的信息
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no I'm not looking for anything definite at this stage
不，我在这个阶段没有寻找任何明确的东西
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I really want this just to be a brainstorm
我真的希望这只是一场头脑风暴
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so anything is fine
所以什么都可以
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we don't need any discussion at this stage about what's good or bad
现阶段我们不需要讨论什么是好什么是坏
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let's just focus on generating ideas
让我们专注于产生想法
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so Sally
所以莎莉
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what exactly did you say
你到底说了什么
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doing things better
把事情做得更好
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doing things better
把事情做得更好
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doing things better
把事情做得更好
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good
好
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anyone else
其他人
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in that case
那样的话
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what about more effectively
更有效地呢？
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better service
更好的服务
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more helpful
更有帮助
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getting there together
共同达成目标
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this is good getting some nice ideas now
这很好，现在有了一些好主意
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do you want something that tells staff what they need to do
你想要一些东西来告诉员工他们需要做什么吗？
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or do you want something
还是你想要什么？
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that reminds them of the goal Marcus
这让他们想起了目标Marcus
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I want something that does both I think
我想我想要两者兼而有之的东西
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do you want to say something David
你想说点什么吗David
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you've been very quiet so far
到目前为止你一直很安静
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any comments
任何评论
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sorry yes
抱歉是的
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I was just thinking that perhaps we need to think
我只是在想也许我们需要考虑一下
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of where we are now and where we have to get to
我们现在在哪里，我们必须去哪里
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um can you elaborate
嗯，你能详细说明一下吗？
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I mean at the moment
我是说此刻
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we don't even offer what some of our competitors can offer in terms of customer service
我们甚至不提供我们的一些竞争对手可以提供的客户服务
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we have to equal them
我们必须和他们平起平坐
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I like that
我喜欢那样
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an equal symbol
等号
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is that a useful image
这是一个有用的图像吗？
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one thing I've told my staff
我告诉我的员工一件事
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is that we have to go beyond what customers would normally expect
我们必须超越客户通常的期望
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if we only provide what other companies do in terms of level of service
如果我们只提供其他公司在服务水平方面所做的
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then that isn't enough
那这还不够
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so more than equals then in that case
所以在这种情况下，超过等于
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this perhaps
也许是这个
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plus customers
加客户
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customers
顾客
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customers plus one
客户加一
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the Customer plus program
客户加计划
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very nice
非常好
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the Customer plus program
客户加计划
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what do we think yes I like it
我们怎么想是的我喜欢
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and it would be a good name
这将是一个好名字
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if you wanted to offer some kind of loyalty program
如果你想提供某种忠诚计划
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or rewards for coming back to us
回到我们身边的奖励
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I agree
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but let's keep a few more ideas coming
但是让我们继续有更多的想法
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we can come back to this one later
我们可以稍后再谈这个
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so far
到目前为止
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we've been thinking about this very much from our own perspective
我们一直在从自己的角度思考这个问题
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perhaps it would be useful to think about it
也许考虑一下会有用
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more from the customer's point of view
更多从客户的角度
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now Sally you said doing things better
现在Sally你说把事情做得更好
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let's explore that a bit more
让我们进一步探讨一下
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from the customer's perspective
从客户的角度
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if you were the customer
如果你是顾客
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what would you want us to do better
你希望我们做什么更好？
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speaking as a customer
作为客户说话
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I'd say I want my calls answered more quickly
我会说我希望我的电话能尽快接听
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I want to feel that I matter
我想感受到我的重要性
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yes I want to be listened to
是的，我想被倾听
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that's it
对
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I want to feel that they want me to explain my problem
我想感觉他们想让我解释我的问题
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not that I'm some sort of interruption to their day
并不是说我打扰了他们的生活
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no this is great
不，这很棒
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let me just note down some of these words
让我记下其中的一些单词
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we had matter
我们有matter
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uh listen
呃listen
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want to help
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it makes me think that the customer is our business
这让我觉得客户是我们的事
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fantastic
妙极了
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well let's see where these take us
让我们看看这些会带我们去哪里
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英国能源公司 Quartz Power Group 的董事总经理 Marcus 召集团队开头脑风暴会：客户调查反馈不佳，他希望在约一小时内产生改进客户服务的想法，甚至为项目取一个简短、好记的名字。
会议一开始，Marcus 先把规则讲清楚——所有想法都欢迎，现阶段不评估好坏，先追求数量；他让大家把 customer 写在中间向外发散。Anna、Sally、David 陆续提出 customer care、doing things better、more effectively 等方向。当有人跑题时，他用提问把话头拉回；当 David 一直沉默时，他主动点名邀请发言。
David 从竞争对手切入，提出“先追平、再超越”；团队由此碰撞出 equal → more than equals → Customer Plus 的方案，Marcus 认可后先把点子“挂起”，继续收集更多想法。
会议后半段，Marcus 指出大家一直站在公司自身视角，于是请 Sally 以客户身份发言，得到“电话更快接通、感觉自己被重视、被倾听、不是在打扰别人”等一线语言；他记下 matter、listen、want to help 三个词，以“customer is our business”收束。
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