商务英语课件-客户服务

Section20Section20CustomerServiceandSettlingClaimsI.MainPoints–1.Whatiscustomerservice?–2.Howcanyouoffergoodcustomerservice?–3.Whatarethebasicprinciplesofmanagingyourcustomerservicedepartment?II.BusinessSayingsIII.CoreWordsandPhrasesIV.TypicalSentencesV.ParagraphWritingandTranslatingVI.DiscussionandAssessmentVII.AppliedWritingSection201.Whatiscustomerservice?Customerserviceisalsoknownasclientservicewhichmeansprovidingservicetocustomersbefore,duringandafterapurchase.Broadlyspeaking,itincludesaseriesofactivitiesdesignedtoraisethelevelofcustomersatisfaction–thatis,thefeelingthataproductorservicehasmetthecustomerexpectation.Inmanycases,customerservicelaysmuchemphasisonaftersaleserviceandismoreimportantifthepurchaserelatestoa“service”asopposedtoa“product.Section20Customerservicemaybeprovidedbyaperson,suchassalesandservicerepresentative,orbyautomatedmeanscalledself-service.ExamplesofselfserviceareInternetsites.Customerserviceisnormallyanintegralpartofacompany’scustomervalueproposition.Thedecreasingqualityandlevelofcustomerservicecanbeattributedtoalackofsupportorunderstandingatthemanagementlevelsofacorporation.Section202.Howcanyouoffergoodcustomerservice?Satisfactorycustomerserviceisofgreatimportancetothesuccessofanybusiness.Manycompanieslosetheircustomersasaresultofpoorcustomerservice.Learningtoperformgoodcustomerserviceneedsmuchtimebutitisworthdoingthat.Toachievethisgoal,youneedtofocusonofferinggoodcustomerserviceandputbadattitudes,familyproblemsandotherpersonalissuesatthedoor.Customerscan’tseethemanagementofyourcompanybutyourcustomerservice,andinthiswaytheywilljudgeyourbusinessasawhole.Soyouhavetogreeteverycustomersincerelyandwithasmileandletthemknowthatyourememberthemandtheyarealwayswelcome.Iftheyhaveanyproblems,youwillhavetogooutofyourwaytoresolveitwithapositiveattitude.Aslongasyouresolvetheissuequicklyandefficiently,theywilllikelycontinuetodobusinesswithyourcompany.Section203.Whatarethebasicprinciplesofmanagingyourcustomerservicedepartment?Ifyou’reabusinessowneryouwillrealizethatmeetingtheneedsandexpectationsofcustomerstakesalotofworkandyouwillcertainlyfindthatyourbusinessisinneedofagoodcustomerservicedepartment.Thebasicprinciplesofmanagingyourservicedepartmentmayincludeassessingyourcurrentcustomerserviceability,determiningtheneedsofyourcustomers,identifyingthemostcommonneedsofyourcustomer,anddealingeffectivelywithyourcustomers.Mostimportantofall,handlingtheirissuespromptlyisgoodforbothyourbusinessandforthecustomers.Yournewcustomerservicedepartmentshouldbetrainedtobepoliteandefficient.Section20II.BusinessSayings1.Neveraskpardonbeforeyouareaccused.未受责难，先别道歉。2.Whochatterstoyou,willchatterofyou.搬弄口舌，必是小人。3.Onehourtodayisworthtwotomorrow.争分夺秒，不要拖延。4.Thingsattheworstwillmend.否极泰来。5.Amoment’serrorcanbringalifelongregret.一失足成千古恨。6.Knaverymayserve,buthonestyisbest.欺诈可能有用，诚实却是上策。Section20III.CoreWordsandPhrasesclaimsettleadisputeimpartialjudgementconciliationcontingencyevidenceofdamagecooloffquarantineregulationsforcemajeureclarifymisunderstandingresorttoarbitrationcustomerrisksindustrialpropertymanagerforpublicrelationswithalongstandingreputationclientsfirst,reputationfirstCSI(custoemrsatisfacitonindex)Section20IV.TypicalSentences1.Eachcustomerwhowalksinthedoorisyouremployerinacertainsenseandstudiesshowthatcompaniesgetmorethaneightypercentoftheirbusinessfromrepeatcustomers,soit'sveryimportanttokeeptheseindividualshappy.2.从某种意义说，任何进门的顾客都是你的老板。调查显示百分之八十以上的生意都是老顾客带来的，因此让他们开心非常重要。Section202Itisclearthatitisimportanttotakeproperandpromptactiononeverywarrantyclaim.Atthesametime,bearinmindthat,fromthestandpointofprofit,operatingwithinwarrantyguidelinesisasimportantascustomersatisfaction.无论何种在保证期间之索赔，适当而迅速的处理是非常重要的。但应记住，从利润增长的观点而言，在保证条款基准内处理问题，与客户满意同样重要。Section203Wearesorrytohearofthebreakageswhichoccurredintransit.Weusuallypackourshipmentswithgreatcarebutthereareoccasionswhenthemerchandiseismishandledalongtheway.得知货物途中破损，深感遗憾。本公司一向特别小心包装货物，然而运输途中的搬运不当导致货物损坏的事也难免时有发生。Section204Itisverysurprisingandregrettabletousthattheseclutchproblemshaveoccurredandcausedyousomuchtrouble,especiallyinviewofthefactthatthemodelsaffectedareequippedwiththesametypeofclutchsystemthathasbeenusedvirtuallywithoutincidentinthe300Band800BModelseries.因离合器问题给贵公司带来莫大麻烦，我们甚为惊讶，也感到遗憾。由于所采用之离合器系统与300B、800B型离合器相同，而该系统到目前为止，在使用上都没有问题。Section205Youcanoffertocheckintothematterandsayyou'llcontactthecustomer.Ifyoudon'tfeelyoucanfindoutabouttheissueinjustafewminutes,itmaybebettertosendthepersonhomeandgivehimtimetocooloff.最好是提出会调查此事并且说好你会和他联系。要是觉得一时半刻搞不清楚，那就最好先请他回家，给他一点时间冷静冷静。Section206Customerswithbadcustomerserviceexperienceswilloftenspreadtheword.Statistically,suchcustomerswilltellanaverageof50peopleaboutit.Thisnegativepublicitycanquicklyhurtthebottomlineofyourreputation.要是服务不好，客户通常都会传话。据统计这些客户平均向五十个人提起此事。这种负面宣传对于你们公司声誉来说可是伤了老底。Section207Havingfeedbackfromyourbuyershelpsyouwithfuturecustomers.Whentheyseeyouhavefeedbackfrompreviouscustomersanditisbasicallygoodthattheywillbemoreinclinedtopurchasefromyou.做好买家信息反馈有助于对今后的客户服务。当他们看到你有以前客户的信息反馈，而且反应基本良好，他们就会倾向于向你采购。Sec