Customer Service
为什么公司中顾客服务那么重要英语作文
为什么公司中顾客服务那么重要英语作文Customer service is a crucial aspect of any business, as it plays a significant role in attracting and retaining customers. Companies must prioritize providing excellent customer service in order to build brand loyalty, increase customer satisfaction, and ultimately drive business growth.One of the main reasons why customer service is so important in a company is that it directly impacts customer satisfaction. When customers receive efficient, friendly, and personalized service, they are more likely to have a positive experience and develop a favorable opinion of the company. On the other hand, poor customer service can lead to frustration, dissatisfaction, and negative word-of-mouth, which can damage the company's reputation and drive customers away.In addition to customer satisfaction, good customer service can also help to build brand loyalty. When customers feel valued and appreciated by a company, they are more likely to return for repeat business and become loyal advocates for the brand. This can result in long-term relationships with customers, increased customer lifetime value, and a competitive edge in the market.Furthermore, excellent customer service can differentiate a company from its competitors. In today's competitive business landscape, where products and services are often similar, customer service can be a key differentiator that sets a company apart. Companies that prioritize customer service and go above and beyond to meet customer needs can create a unique selling proposition that attracts customers and helps to build a strong brand presence.Moreover, customer service can also lead to increased sales and revenue for a company. Satisfied customers are more likely to make repeat purchases, refer friends and family to the company, and leave positive reviews and testimonials, all of which can contribute to business growth. By investing in customer service training, technology, and resources, companies can drive customer loyalty, retention, and ultimately, sales.In conclusion, customer service is a critical aspect of any business that can have a significant impact on customer satisfaction, brand loyalty, competitive differentiation, and business growth. Companies that prioritize and invest in providing excellent customer service are more likely to succeed in today's competitive marketplace and build a strong, loyal customer base. By focusing on the needs and expectations ofcustomers, companies can create positive experiences, build lasting relationships, and drive sustainable business growth.。
Customer-ServicePPT课件
n. 交付，递送
adj. 内部的
adj. 外部的
n. 批发商
n. 零售商
v. 刺激，鼓舞
n. 生产商，制造商
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Text 1 What is Customer Service
☺ supplier ☺ availability ☺ element ☺ exceed ☺ undertake ☺ process ☺ utility ☺ output
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Text 1 What is Customer Service
3 ． Whoever the customers are, their demand for logistics service acts as a driving force that s the development of logistics. 不论客户是谁，他们对物流服务的需求驱动刺激着物 流业的发展。
n. 供应商 n. 有效性，可利用的 n. 元素，成份 v. 超出，超越 v. 着手，履行 n. 过程，进展
n. 效用 n. 产出
3
Text 1 What is Customer Service
☺ supply chain ☺ end-user ☺ down-stream enterprises ☺ after-sales service ☺ value-added service
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Text 1 What is Customer Service
8 ． In addition to basic service, firms sometimes offer extra service such as personal package to certain customers, who are considered as key customers by the firm. 除了基本服务，对于公司的某些关键客户，公司为他 们提供诸如个性化包装等的额外增值服务。
Customer-Service
Text 1 What is Customer Service
9．Of course, firms have to undertake basic service promise before engaging in value-added service. 当然，公司必须在提供增值服务之前履行基本服务的承 诺。
n. 效用 n. 产出
Text 1 What is Customer Service
supply chain end-user down-stream enterprises after-sales service value-added service
供应链 终端用户 下游企业 售后服务 增值服务
Text 1 What is Customer Service
2．In contrast, external customers, in the supply chain, range widely from wholesalers, retailers, end-users to other down-stream enterprises.
assure fill in due to traffic jam make the delivery of
v. 保证
填写 由于，因为 交通堵塞
交货
Dialogue 1 Delay of Delivering
Notes
1．We render the service of delivering goods to customer’s house. 我们提供送货到家服务。
Text 2 How to Improve Customer Service Level
高教版2021基础模块3Part 3-4 Unit 4 Customer Service教案
课题Unit 4 CustomerService(Reading andwriting)课型Reading andwriting课时2授课班级授课时间90mins授课教师教材分析本课教学内容选自高等教育出版社出版的“十四五”职业教育国家规划教材，《英语3 基础模块》中第四单元的阅读和写作（Reading and writing）板块，本阅读语料是“投诉和处理投诉”的话题，要求学生通过阅读文章，能判断如何处理投诉，概括文章的主题、梳理投诉信息、推测投诉者的投诉内容，并能使用恰当的词汇与句型完成投诉经历的描述，回复投诉信。
学情分析经过听说内容的学习，学生已能根据情境选用得体的用语进行常见的投诉，能够使用常见句型处理投诉。
通过阅读一封投诉信的回信，学习清晰地描述向其合作客户表达歉意，并解释原因和给出解决问题的方法表达和沟通，引导学生分析中西方的投诉信的不同，进一步培养概括、提炼、分析关键信息的阅读能力，以及职场语言沟通能力和思维差异感知能力。
通过写作夯实语言基础，描述投诉经历，回复顾客的投诉信，培养逻辑表达能力。
学习目标Knowledge objectives:To learn words and phrases to reply a complaint: leaflet,deliver, sincere,apology, due to,It happened that...,in charge of,try one’s best to do sth,arrange,as quickly as possible,make sure,mention,delay,cause lose to, request,reduce...by...To be able to use these sentences skillfully:Since we have been partners for so long, we’ll try our best to work out a better solution for you.Even though you didn’t express such a request, we will reduce the price of the leaflets by 15%.Ability objectives:To understand the letter and know the clear procedures to reply a complaint letter. To be able to write a letter to deal with an after-sale complaint.Emotional objectives:To understand and accept the different complaints between Chinese and English. To develop senses of service and honesty in doing business.学习重难点To get the clear procedures to reply a complaint letter.To write a reply letter using proper expressions and right procedures.教学方法小组讨论法、任务教学法、情境教学法课前准备PPT课件，语音素材，图片教学媒体PPT课件、多媒体设备、语音素材、拓展资源包等教学过程教学环节教师活动设计学生活动设计设计意图Step 1: Warming up 1.Play a video to find“More ways to make acomplaint”.1)Review the expressions to make and deal with acomplaint,and underline those appearing in thedialogue.2)Brainstorm more ways to make a complaint andcompare the difference with Chinese.●go to the shop (face to face)●make a telephone call●set an email2.Discuss and answer:What will you do in thefollowing situations?1) You received incorrectly delivered goods.2) The delivery of your order is delayed.3) The delivery man placed a wrong address sheeton your package.1.Watch the videoand review theexpressions learnedlast period.Thenbrainstorm more waysto make a complaint.2.Discuss how to dealwith the after-saleproblems and choosea proper way to makea complaint.读前活动，视频展示电话投诉的场景，复习有关投诉的表达，头脑风暴找出投诉的更多方法，设计售后问题，选择投诉方式，锻炼审辩性思维能力，为后续的阅读活动做语言和信息的铺垫。
高教版2021基础模块3Part 1-2 Unit 4 Customer Service教学设计
课题Unit 4 CustomerService( Listening andspeaking)课型Listening andspeaking课时2授课班级授课时间90mins授课教师教材分析本课教学内容选自高等教育出版社出版的“十四五”职业教育国家规划教材，《英语3 基础模块》中第四单元的热身（Warming Up）和听说（Listening and Speaking）板块，本单元主题是售后服务，听说板块的语料分别是手机维修和运动手表退换的服务场景对话，要求学生能在听说的过程中提取双方的问题和态度，能以顾客的身份表达需求，以服务者的身份处理投诉，培养职场语言沟通能力,思维差异感知能力，提升职业素养。
学情分析学生基本掌握购物时顾客与服务员常用的一些语言，但还不熟悉关于售后服务的表达，不明确如何表达顾客自己的需求，不会以服务者的身份处理投诉，对语境中如何礼貌而有效的实现投诉和处理投诉，也缺乏相应的语言储备和迁移能力，但是思维活跃，服务意识强，喜欢在“真实的情景中”进行语言学习。
教师应采取由浅入深的教学策略，先为学生扫除词汇障碍，然后积攒语言的输入，再由模仿到角色扮演练习，最终实现语言的输出。
培养职场语言沟通能力，体现诚信和顾客至上的服务态度，同时坚守按照工作程序办事的职业原则。
学习目标Knowledge objectives:To learn words and phrases about complaint:complaint,apology,refund,blank screen,even if,charge,inconvenience ,receipt,under guarantee,patience.To be able to use these sentences skillfully:The dish is too.../It is the wrong.../There is something wrong with .../I’d like to have...repaired./Excuse me, I’d like to make a complaint./I’m sorry for the inconvenience caused./Thanks for your patience.Ability objectives:To be able to make a complaint and deal with the complaint in different situations.To improve listening skills.Emotional objectives:To develop a sense of service and adhere to professional principles.To recognize the value of honesty in doing business.学习重难点To be able to make a complaint and deal with the complaint in different situations.To master the expressions about how to make and deal with a complaint.教学方法小组讨论法、任务教学法、情境教学法课前准备PPT课件，语音素材，图片教学媒体PPT课件、多媒体设备、语音素材、拓展资源包等教学过程教学环节教师活动设计学生活动设计设计意图Step 1: Lead in 1.Ask and answer:What after-sale problems haveyou had in your life?Wrong delivery, damaged items,package delay,packet loss, quality problem, price change,wrongcolors, return and exchange ...2.Play a video to find out what after-sale problemsthe lady has.The couch was not built the same.There are scratches and stains on the dining table.The carpet was wrong color.Replace all the damaged items and the wrongcarpet. /Have a discount.1.Brainstorm theirexperiences aboutafter-sale problems.2.Find more after-saleproblems in life.激活词汇储备，学生说出售后常见问题的英文表达，教师提供图片和模拟情景作为提示，以激活学生思维，为后续的听说活动做准备。
高级客户服务Customer-Service
高级客户服务一、案例分析:美国陆军第八师在修建水利工程时，客户服务人员给工地附近的居民逐一地打电话。
这段电话的录音是这样的：“你好吗？夫人。
请原谅打扰您”。
“我们在炸掉这座水坝让河改道的过程中，不可避免地会产生一点尘土和噪音，敬请谅解”。
“我们准备在我们施工区的外围栽种一些花草树木，您不反对吧？很高兴为您服务”。
“如果您能顺便填写这份市民满意度调查，我们会非常感激。
我们非常希望成为您在做决定时的帮手，祝您快乐”。
这段录音是美国陆军第八师在修建水坝之前，给施工区辐射周边居民每家打的一个电话。
从这个电话你会发现一个有趣的现象，难道说做工兵的搞建筑的也需要做客户服务？他们专门设有一个客户服务部门，而且是经过专业培训的客户服务部门，专门负责给客户打电话。
在军队施工也需要做“客户服务”。
客户服务是一种无形的产品。
服务语言是服务意识的表现。
早晨起来出门，发现在修路，挺好的路刨了一条沟，有些指示牌写着“前方施工请绕行”。
现在好像比原来改进了一些，字也比原来多了一点：“前方施工请您绕行，由于施工给您带来不便，请您谅解”。
多了的这句话就是客户服务的语言。
这就开始有了一点点客户服务意识。
反思我们自身的服务意识、服务语言是不是能够让客户满意？工作中是不是常常遇到“我很忙”、“你等等”……我们应该有的工作态度？二、客户服务的重要性咨询公司调查表明：顾客转向竞争对手的原因中，10人有7人是因为服务问题。
另据美国汽车业的调查，一个满意的顾客会引发8笔潜在生意，其中至少有1笔成交；一个不满意的顾客会影响25个人的购买意愿。
争取一位新顾客所花的成本是保住一位老顾客所花钱的6倍。
客户决定是否使用你的公司，一般取决于几个因素？一公司在行业内的知名度、服务、价格；二服务—活的，可控制的；合作前未知的，变化的。
三其他因素三、客户服务的价值1、客服的价值（责任）在于使公司的价值增值2、如何使公司的价值增值•提高工作效率•灵活应对工作中的柴米油盐酱醋茶•适当的报价•客服即销售2.1客户服务的对象企业的客户是指公司的所有服务对象，甚至于包括老板、直接主管、同事等。
Customer-Service
Text 1 What is Customer Service
supply chain end-user down-stream enterprises after-sales service value-added service
供应链 终端用户 下游企业 售后服务 增值服务
Customer Service
Text 1 What is Customer Service
New Words and Phrases
delivery internal external wholesaler retailer stimulate
n. 交付，递送 adj. 内部的 adj. 外部的 n. 批发商
n. 偏爱 v. 完成，达到，实现 n. 竞争者
n. 环节 v. 互相作用，互相影响 adv. 否定地
v. 计算 n. 公式 adj. 可变的
Text 2 How to Improve Customer Service Level
a great array of result from result in take …into account fall into market-driven
multiple identify characterize process similarity
adj.多样的 v. 确认 v. 以…为特征 n. 过程，工序 n. 相似处，相似点
preference achieve competitor sector interact negatively calculate formula variable
基本服务是指提供给所有客户的基本服务水平，无论 利润微薄还是丰厚，客户都应得到不低于该水平的服务。
中职英语(高教版版2021)基础模块3Unit4Customer Service课文
中职英语(高教版版2021)基础模块3Unit4Customer Service课文apology /əˈpɒlədʒi/ n. 道歉arrange /əˈreɪndʒ/ v. 安排battery /ˈbætərɪ/ n. 电池blank /blæŋk/ adj. 空白的charge /tʃɑːdʒ/ vt. 充电check /tʃek/ vt. 检查；核对complaint /kəmˈpleɪnt/ n. 抱怨；投诉damage /ˈdæmɪdʒ/ v. 破坏delay /dɪˈleɪ/ vt. 延迟；推迟；延期deliver /dɪˈlɪvə/ vt. 递送；运载delivery /dɪˈlɪvəri/ n. 递送；运载exchange /ɪksˈtʃeɪndʒ/ v. 调换guarantee /ˌɡærənˈtiː/ n. 保证；担保inconvenience /ˌɪnkənˈviːnjəns/ n. 不便；麻烦leaflet /ˈliːflɪt/ n. 小册子；单张广告mention /ˈmenʃən/ vt.提及；提到patience /ˈpeɪʃəns/ n. 耐心promise /ˈprɒmɪs/ v. 许诺；承诺receipt /rɪˈsiːt/ n. 收据reduce /rɪˈdjuːs/ vt. 减少；降低refund /riːˈfʌnd/ vt. 退还；退款；偿还request /rɪˈkwest/ n. 要求sheet /ʃiːt/ n. 单子sincere /sɪnˈsɪə/ adj. 真诚的sincerity /sɪnˈserɪtɪ/ n. 真诚solution /səˈluːʃən/ n. 解决方法make sure 确保；确定cause loss to 给……造成损失due to 由于；因为in charge of 负责……sports watch 运动手环录音原文Staff: Good morning! How can I help you, sir?Tim Brown: I’d like to have the mobile phone repaired. I bought it several months ago, but it seems to have a problem with the battery.Staff: What’s the problem?Tim Brown: It won’t charge properly. Even if I charge it for a whole night, there is still very little power.Staff: When did you buy this cell phone, sir?Tim Brown: I bought it three months ago.Staff: I’m so sorry for the inconvenience caused. Would you please show me your receipt so that we can check whether it is still under guarantee?Tim Brown: OK. Here you are.Staff: We’ll get your cell phone checked in no time. Please wait a minute.(After half an hour)Staff: Thanks for your patience. We’ve exchanged the battery for you.Tim Brown: Thank you.Staff: It is my pleasure. Please check the phone and sign your name here.参考译文:工作人员：早上好！先生，我能为您做什么？蒂姆·布朗：我想把手机修好。
客户服务知识及术语
客户服务（Customer Service）客户服务（Customer Service），是指一种以客户为导向的价值观，它整合及管理在预先设定的最优成本——服务组合中的客户界面的所有要素。
广义而言，任何能提高客户满意度的内容都属于客户服务的范围之内。
（客户满意度是指：客户体会到的他所实际“感知”的待遇和“期望”的待遇之间的差距。
）中文名客户服务外文名Customer Service分类人工客服和电子客服目录1客服分类▪服务类型▪ 商业流程▪ 客户流失2规范用语3服务外包▪客户分析▪ 客服▪ 履行订单4质量提升5客服职责6素质要求7满意度8基本技能9核心职能10服务层面11服务理念12客服培训▪服务流程培训▪ 组织结构培训1客服分类编辑客服的基本分为人工客服和电子客服，其中又可细分为文字客服、视频客服和语音客服三类。
文字客服是指主要以打字聊天的形式进行的客户服务，视频客服是指主要以语音视频的形式进行客户服务，语音客服是指主要以移动电话的形式进行的客服服务。
基于腾讯微信的迅猛发展，微信客服作为一种全新的客户服务方式，出现在客服市场上。
微信客服依托于微信精湛的的技术条件，综合了文字客服、视频客服和语音客服的全部功能，具有无可比拟的优势，因此备受市场好评。
服务类型一、从网络营销服务的范围来分：1、广义的网络营销服务笼统地说，网络营销服务就是以互联网为主要手段（包括Intranet企业内部网、EDI行业系统专线网及Internet国际互联网）开展的营销服务活动。
2、狭义的网络营销服务狭义的网络营销服务是指组织或个人基于开放便捷的互联网络，对产品、服务所做的一系列经营服务活动，从而达到满足组织或个人需求的全过程。
3、整合网络营销2002年资深网络营销实践者敖春华提出整合网络营销概念：网络营销是企业整体营销战略的一个组成部分，是为实现企业总体经营目标所进行的，以互联网为基本手段营造网上经营环境的各种活动。
这个定义的核心是经营网上环境，这个环境我觉得这里可以理解为整合营销所提出的一个创造品牌价值的过程，整合各种有效的网络营销手段制造更好的营销环境。
customerservice
customerserviceCustomer Service: Ensuring Customer Satisfaction and LoyaltyIntroduction:Customer service is a vital aspect of any business, regardless of its size or industry. It plays a crucial role in ensuring customer satisfaction and fostering long-term loyalty. In this document, we will explore the importance of customer service, its impact on a company's success, and strategies to provide exceptional customer service.I. The Importance of Customer Service:1.1 Enhancing Customer Satisfaction:Customer service is all about understanding and meeting the needs of customers. By providing efficient and timely assistance, addressing inquiries, and resolving issues, businesses can enhance customer satisfaction levels. Satisfied customers are more likely to become repeat customers and advocates for the company.1.2 Creating a Positive Brand Image:Exceptional customer service helps create a positive brand image. Customers who receive prompt and effective assistance are more likely to view the company in a favorable light. This positive perception can differentiate a business from its competitors and attract new customers.1.3 Retaining Customers and Building Loyalty:Customer service is key to customer retention and building strong relationships. Studies have shown that customers who receive excellent service are more likely to stay loyal to a brand, even if competitors offer lower prices or better features. By prioritizing customer needs and delivering personalized experiences, businesses can foster long-term loyalty.II. Impact of Customer Service on Business Success:2.1 Increased Revenue and Profitability:Customers prefer doing business with companies that provide exceptional service. Satisfied customers are more likely to spend more, repeat purchases, and generate higher revenue for the company. Moreover, loyal customers serve asbrand ambassadors and recommend the company to friends and family, further increasing its customer base.2.2 Enhanced Competitive Advantage:In today's competitive landscape, excellent customer service is a powerful differentiator. It allows businesses to stand out from the crowd and gain a competitive edge. When customers have a positive experience with a company's customer service, they are more likely to choose that company over its competitors.2.3 Improved Employee Morale and Engagement:Customer service not only benefits customers but also impacts employees. When employees see the positive impact they have on customers' lives, it boosts their morale and job satisfaction. Engaged and motivated employees are more likely to go the extra mile to meet customer expectations consistently.III. Strategies for Providing Exceptional Customer Service:3.1 Training and Empowering Employees:To provide outstanding customer service, employees need to be equipped with the necessary skills, knowledge, and tools.Proper training programs ensure employees are familiar with company policies, products, and services. Empowering employees to make decisions and solve problems independently can lead to quicker resolutions and improved customer satisfaction.3.2 Personalizing the Customer Experience:Treating customers as individuals and tailoring the service to their specific needs and preferences can make a significant difference. Personalization can be achieved by collecting customer data, such as purchase history and preferences, and using this information to deliver personalized interactions, recommendations, and offers.3.3 Embracing Technology:In today's digital era, leveraging technology can streamline and enhance customer service processes. Technologies like live chat, customer service software, and social media management tools enable businesses to provide quick and efficient support across various communication channels. Additionally, utilizing customer relationship management (CRM) systems can help track interactions, gather feedback, and analyze customer satisfaction trends.Conclusion:Customer service is a critical component of any successful business. By prioritizing customer needs, delivering exceptional service, and building lasting relationships, companies can cultivate customer satisfaction, foster loyalty, and drive sustainable growth. By empowering employees, leveraging technology, and personalizing the customer experience, businesses can ensure they are providing the highest level of customer service in today's competitive market.。
管理培训系列customerservice客户服务
Why do customers come back?
Give them
✓ What was promised ✓ Knowledgeable help ✓ Prompt, willing attention ✓ Good treatment
Don’t give them one of these reasons to leave
So most of all Customers go elsewhere because the people they deal with are indifferent to their needs 68%
The Ten Commandments of Great Customer Service!
Who are Customers:
✓ People who receive my output.
✓ People who pay me.
✓ They are the reason why I do my job.
✓ People who want to avail my company’s services.
Service: Two types
Material:
Price, Quantity, Quality, Type of equipment, Routines, Working method, Manning etc.
Personal:
It is personal service which upgrades a neutral impression about a service to a good impression. A honest smile & full personal attention will work wonders even if material service breaks down.
高教版2021基础模块3Part 6 Unit 4 Customer Service
课题Unit 4 Customer Service(Culture Understanding& Group Work)课型CultureUnderstandingand Group Work课时1授课班级授课时间90mins授课教师教材分析本课教学内容选自高等教育出版社出版的“十四五”职业教育国家规划教材，《英语 3 基础模块》中第三单元的Culture Understanding and Group Work板块，Culture Understanding 板块介绍了世界不同国家的商务礼仪和文化差异，涉及对待时间和约定的不同态度，反映了不同的价值观、文化和思维方式，了解不同职场文化的同时，拓宽了学生国际视野。
Group work板块则是运用本单元所学，整理一份投诉信信息，分析案例给出解决方案，并完成报告，检验本单元所学内容，培养学生职场语言沟通、思维差异感知、跨文化理解和自主学习的能力。
学情分析由于学生的生活经验所限，文化理解中的商务礼仪和文化差异是学生的知识背景缺陷，需提前布置学生预习和查阅相关资料，为文化理解做好铺垫。
Group Work需要结合本单元所学，根据活动要求，小组合作完成任务，教师帮助学生们扫除活动中可能出现的词汇短缺和表达不当，引导学生们完成任务，提升其自信心和解决实际问题的能力。
学习目标Knowledge objectives:To learn words and phrases: conduct,business meeting,reference,hand out,offence,Turkey, Turkish,deadline,negotiation,bargain,drop by,Filipinos,place a high value on...Ability objectives:To learn some business etiquette and culture in different countries.To be able to write a complaint case analysis report.Emotional objectives:To feel the great business etiquette and culture in China.学习重难点To learn some business etiquette and culture in different countries.To write a complaint case analysis report.教学方法小组讨论法、任务教学法、情境教学法课前准备PPT课件，语音素材，图片教学媒体PPT课件、多媒体设备、语音素材、拓展资源包等教学过程教学环节教师活动设计学生活动设计设计意图Step 1: Warming up 1.Ask and answer:What is the business etiquette indifferent countries?America：polite; punctual; elegant; don’t get tooclose...Germany：strict; punctual; efficient; formal; don'tcross talk or whisper ...Britain：pay attention to clothes; polite; keep one’swords; don’t smoke..1.Ask and answer ingroups to get moreinformation about theetiquette in the world.学生课前查阅相关信息能帮助学生进一步了解不同国家的商务文化，为课堂进一步的学习做好充分准备。
顾客服务CustomerService
3.1.2 顾客服务的基本含义
• 顾客服务（Customer Service）是指企业 为促进其产品销售或服务的利用，发生 在客户与企业之间的相互活动。
• 这一定义对于不同类型的企业来说都具 有普遍性。我们可以从以下三个方面去 理解顾客服务：
Section 2 Foundation of Logistics Management
3 订货单位
•散货 •打 •箱、盒 •拖盘 •卡车
5 交货额度 6 指定时间 7 紧急发货 8 保持物流质量
9 提供信息
10 进货条件
•1日1次，1日两次以上•1周1次，1周2-3次 •指定时间 •指时间带（午前、午后）
•保管、运送过程中的品质劣化，物理性损伤 •配送错误，数量错误，品质错误 •交货期的回答 •库存及断档信息 •重新进货 •到货日期，运送过程中商品信息、追踪信息 •免检 •车上交货、仓库交货 •定价、价格标签 •包装
特色，以便超过竞争对手，也就是说要采取相对的物 流服务的观点。 • （5）确定物流服务水平时，应按经济原则办事。 • （6）经过一段时间后对企业的物流服务水平，要进 行评估和改进
产品
类
P1
P2
P3
P3
C1
1
3
5
10
C2
2
3
7
13
C3
6
9
12
16
C3
8
13
15
19
C5
11
17
18
20
顾客产品贡献矩阵
相对应于顾客产品矩阵的服务 水平设计
优先 等级
1－5 6－10 11－15 16－20
存货可 订货周期 订单送货完 供率标 时间标准 备率标准 准（％） （小时） （％）
顾客服务英文作文
顾客服务英文作文英文回答：Customer service is an essential aspect of any business. It is the first point of contact for customers when they have inquiries, complaints, or need assistance. Good customer service can leave a lasting positive impression on customers, while poor customer service can drive them away.I remember a time when I had a problem with a product I purchased online. I contacted the customer service department through email, and to my surprise, I received a response within an hour. The representative was polite and empathetic, and they quickly resolved my issue. This experience made me feel valued as a customer, and I continued to support that company.On the other hand, I also had an unpleasant experience with a different company's customer service. I called their hotline to inquire about a billing issue, and therepresentative I spoke to was rude and unhelpful. This interaction left me feeling frustrated and unappreciated as a customer, and I decided to take my business elsewhere.Good customer service goes beyond just resolving issues – it's about making customers feel heard and valued. When a company goes the extra mile to provide excellent customer service, it can lead to customer loyalty and positive word-of-mouth recommendations.中文回答：顾客服务是任何业务的重要组成部分。
高教版2021基础模块3 Unit 4 Customer Service 第1课时
patience /ˈpeɪʃəns/ n. 耐心 promise /ˈprɒmɪs/ v. 许诺；承诺 receipt /rɪˈsiːt/ n. 收据 reduce /rɪˈdjuːs/ vt. 减少；降低 refund /riːˈfʌnd/ vt. 退还；退款；偿还 request /rɪˈkwest/ n. 要求 sheet /ʃiːt/ n. 单子 sincere /sɪnˈsɪə/ adj. 真诚的 sincerity /sɪnˈserɪtɪ/ n. 真诚 solution /səˈluːʃən/ n. 解决方法
A. We are sorry for any inconvenience caused.
B. I’d like to have my mobile phone repaired.
C. Excuse me, I would like to make a complaint. D. I’m calling to complain about the terrible service you provided at the restaurant.
Listen and tick 再听录音，勾选下面的手机维修记录。
Name of the Customer Item
Problem
Tim Brown
battery
screen
camer a
unable to charge the battery properly
broken screen
cannot take pictures
After-sale problems
• The dish is too salty. • It is the wrong size. • There is something wrong with the mobile phone battery. • There is no hot water again. • I’d like to have my mobile phone repaired.
Unit9CustomerService讲解
A bad customer service experience is shared with around 10 other people who are likely to tell another 10.
From the moment the customer thinks of purchasing, right through to the final sale, there are opportunities for the business to add customer service to the process. To be effective, customer service must be consistently good in every part of your business.
Knowing Your Customers’ Needs
There is no point providing services that are not valued by your customers. It’s, therefore, important that you develop a good understanding o Superior Customer Service Means 2. Knowing Your Customers’ Needs 3. Some Ways of Achieving This 4. Identifying Your Key Service Activities 5. Follow-up
4. Consider using an outside agent to get feedback from your customers. 5. Welcome customer complaints and manage these promptly and positively to avoid loss of customers and negative word-of-mouth. 6. Keep a list of customer complaints to identify any patterns and the cause of dissatisfaction. 7. Learn what your competitors are doing to achieve customer satisfaction.
《Unit 4 Customer Service Listening and Speaking》作业
《Customer Service Listening and Speaking》作业设计方案（第一课时）一、作业目标本次作业旨在帮助学生巩固和提高在客户服务听力与口语方面的技能。
通过完成作业，学生应能够：1. 理解并应对客户常见问题；2. 流利地使用英语进行客户服务沟通；3. 展示良好的客户服务礼仪和态度。
二、作业内容1. 听力练习：学生需完成一份关于客户服务场景的听力练习，包括电话咨询、面对面沟通等。
听力材料将包含真实对话和模拟对话，难度适中。
学生需在规定时间内完成听力并回答相关问题。
2. 口语练习：学生需准备一段关于客户服务场景的对话，对话内容应包括常见问题和应对策略。
对话应尽可能自然、流畅，表达清晰。
3. 阅读理解：学生需完成一份与客户服务相关的阅读理解练习，包括一些关于客户服务标准、礼仪等方面的文章。
4. 写作练习：学生需撰写一篇关于客户服务的重要性的文章，字数不少于100字。
三、作业要求1. 作业需按时提交，逾期不候；2. 听力练习和口语练习需录音并提交，以便教师评估；3. 写作和阅读理解练习需在规定时间内完成并提交；4. 作业应独立完成，不得抄袭。
四、作业评价教师将对作业进行批改，并给出相应的分数或等级。
评价标准如下：1. 听力练习和口语练习的准确性和流利程度；2. 阅读理解的正确率；3. 写作练习的内容和逻辑性。
五、作业反馈教师将在批改作业后，将反馈意见通过班级群或邮件形式告知学生，以便学生了解自己的优缺点，并针对不足之处进行改进。
反馈内容将包括：1. 对听力练习和口语练习的录音进行点评，指出优点和不足；2. 对阅读理解的答案进行批改，指出错误并解释原因；3. 对写作练习的文字内容进行点评，提供修改建议和范文参考。
通过本次作业的反馈，学生将有机会重新审视自己的学习情况，并针对作业中的不足之处进行改进。
同时，教师也将根据学生的反馈，对教学方法和内容进行反思和调整，以更好地满足学生的学习需求。
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UA CS presention.ppt
Goods return procedure
Process
G.R. application
G.R. Approval
(Approve and control G.R.) CSCA SC :
Seite 9
Main responsibility
(Confirm customers goods return requirement, including qty, batch number, invoice treatment way • CCMS CCMS ,
Customer Service Presentation
Contents
Organization chart of UA CS Normal sales order process Plant & Leadtime Return & Replacement process Sample Application Customer Complaint
sales team and supply chain team
2. Set up safety stock for MTS products 3. Lead time for MTO products , pls contact Demand planner 4. The import product orde process will be customer will be
Seite 12
08 Feb 2011
UA CS presention.ppt
Customer Complaint Process(CCMS)
Sender or Producer Receiver of complaint Author Processor Coordinator
sales acoordinator
Seite 2
08 Feb 2011
UA CS presention.ppt
CS Organization Chart_UA
Frances Shen Customer Service Manager UA China Customer Service Team Jessica Jiao CS supervisor AI Summer Mao CS supervisor AT Betty Wang CS supervisor AIE Irene Liu CS supervisor AG&AE Yukun Guo Ass. supervisor UA INCO&Exp Nora Huang CS supervisor AIS Hoyden Bao SC manager AC
Order management
Customer orders fulfilling and managing to improve OTIF (Service level) Feedback and communicate with sales team for order /products information
OTC team CS EMAIL
Seite 5
08 Feb 2011
UA CS presention.ppt
Seite 6
08 Feb 2011
UA CS presention.ppt
Sales Order Workflow
Responsibility
Manage O rder
Manage Sh ipment
Seite 3 08 Feb 2011 UA CS presention.ppt
Demand planning Team Meiping Zhang DP Manager AT&AG Grace Liu DP Leader AI incl. AIE&AIS
CS job function
CS Job Function
•
1. 2.
CS Test CSCA
Trial run
CSCA
3.
Exception / Faruk
SBU
•
2 3
2011
3
UA ex AE
Seite 11
08 Feb 2011
UA CS presention.ppt
CSCA
Operative Approval Required #1. approval 1. Sales commission, rebate, promotion discount to 3rd party 300,000 300,000 & <= 2,000,000 2. Commercial samples, Credit Note, Goods return 20,000 20,000 & <=100,000 100,000 & <= 300,000 300,000 & <= 2,000,000 Mgr, Auth. Sup. NSM SBU Mgr or JV GM or Site mgr SBU Mgr or JV GM or Site mgr NSM SBU Mgr or JV GM or Site mgr MC IIA mgr MC IIA mgr President China NSM NSM SBU Mgr or JV GM SBU Mgr or JV GM President China #2. approval #3. approval
Seite 4
08 Feb 2011
UA CS presention.ppt
Normal sales order process
Procedure:
• • • 1. &SCCS SAP CS CS SAP RUN<< SAP >>,
2.OTC.china@ 3. • • • • email subject :”Company code( IDH( Order No.” e.g.: 4413 32101280 2811020846 “ ” ” + SAP SAP “ ”reply to all” ( )
Demand Planning
Sales outlook view and gap analysis
Cost Control
Finished goods SLOB management
Sales forecast monitoring and managing to improve forecast accuracy
Customer
customer service
Processor of Complaint
HHale Waihona Puke 2salesman pls fill in the form
Coordinator: customer service supervisor
Commercial issueCS manager Quality Issue-Plant QA manager Logistic issue-Plant logistic manager
Manage B illing
Receive Goods Receive Invoice Custom er PO Receive DN Custom er
Create sales order (VA01)
Create Delivery Order (VL10A )
Create Billing (VF01)
Seite 13
08 Feb 2011
UA CS presention.ppt
Q & A ???
Thank you !
Sales fill in DB Approved by SM To CS further check
CSCA
NO
Value Qty & IDH Available
YES
Create order in SAP
Create DN in SAP
Arrange delivery by Warehouse
Seite 10 08 Feb 2011 UA CS presention.ppt
Custom er Service
( standard leadtime 1 day)
Create TO (LT03)
Picking
Confirm TO (LT03)
Goods Issue
W arehouse
( Finished goods-1 day, DG goods-2 days )
C OPA document Account document Account docum ent
WH & QC
WH : • . QC (update SAP system timely, and manage the R.G. according to the notice from QC. QC : • .(Got the testing result for the R.G. timely, send the treatment suggestion to the relevant dept timely)
• (Raise and trace goods return approval process) • .(Raise and trace invoice treatment result of G.R.)
08 Feb 2011
UA CS presention.ppt