国际商务礼仪(第二版) Unit 27Service Etiquette
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demeanor n.行为，举止
e.g. She is acutely aware of the discrepancy between her inner state and her public demeanor.
resolution
International BuMsinaersisneECtiaqrugeottIenasunrdaMnceanners
Text B
NOTES:
Text B
patronage n. 支持，赞助
e.g. It’s also likely that your web presence is English language only, and you only receive patronage from English-speaking customers.
International BuMsinaersisneECtiaqrugeottIenasunrdaMnceanners
Customer Service Techniques:
Phone etiquette、Be cheerful and professional. Use honesty、Be empathetic 、responsible and
International BuMsinaersisneECtiaqrugeottIenasunrdaMnceanners
How to Keep Your Customers Happy :
The 6 principles: Think Before and be Polite. Be Creative and Honest. Be Thorough and Follow Up. The 4 Cs: Concern and Consideration. Conscientiousness and Cooperation.
International BuMsinaersisneECtiaqrugeottIenasunrdaMnceanners
Lead-in
A good salesperson can sell anything, but keeping the customer coming back for more is the key to measuring success. so what can we do to help?Business Phone Calls and Meeting With Clients 标清(270P).qlv
做出承诺的时候，最好留有余地，然后出色完成。
venting：排气，通气；发泄
e.g. Simply venting your frustration only encourages you to focus more on how terrible you feel.
简单的发泄挫折情绪只会促使你更多的注意你到底感觉有多差。
complete. Email 、Face-to-face and Customer service
etiquette. Voice tone、Pay attention and Keep your focus
on the customer. Understand product or service and Find
她很敏锐地意识到自己内心状态和公众行为之间的不同。
International BuMsinaersisneECtiaqrugeottIenasunrdaMnceanners
NOTES:Fra Baidu bibliotek
Text B
obscenity n.污秽的词语（或行为）
e.g. He shouted a stream of obscenities. 他大声嚷出一连串的下流话。
International BuMsinaersisneECtiaqrugeottIenasunrdaMnceanners
Text A
NOTES:
Text A
under-promise and over-deliver:保守承诺并出色完成
e.g. When making commitments, it's best to under-promise and overdeliver.
Customer Service Tips for a Front Desk:
Making the right impression at the front desk.
Successful service etiquette. Continuous staffing. First impressions. Phone service. Using customer names. Make the wait comfortable.
e.g. Do not use obscenities slang or too many idiomatic expression when using an interpreter.
在使用翻译的时候，不要使用不雅的词语、俚语，或使用太多的俗语。
International BuMsinaersisneECtiaqrugeottIenasunrdaMnceanners
Unit Twenty-Seven Service Etiquette
International BuMsinaersisneECtiaqrugeottIenasunrdaMnceanners
Contents
1 Lead-in 2 Text A 3 Text B 4 Text C 5 Exercises
International BuMsinaersisneECtiaqrugeottIenasunrdaMnceanners
Text C
NOTES:
Text C
amenities n. 便利设施
e.g. This becomes more viable in areas of the world that are developing and do not have the basic amenities.
demeanor n.行为，举止
e.g. She is acutely aware of the discrepancy between her inner state and her public demeanor.
resolution
International BuMsinaersisneECtiaqrugeottIenasunrdaMnceanners
Text B
NOTES:
Text B
patronage n. 支持，赞助
e.g. It’s also likely that your web presence is English language only, and you only receive patronage from English-speaking customers.
International BuMsinaersisneECtiaqrugeottIenasunrdaMnceanners
Customer Service Techniques:
Phone etiquette、Be cheerful and professional. Use honesty、Be empathetic 、responsible and
International BuMsinaersisneECtiaqrugeottIenasunrdaMnceanners
How to Keep Your Customers Happy :
The 6 principles: Think Before and be Polite. Be Creative and Honest. Be Thorough and Follow Up. The 4 Cs: Concern and Consideration. Conscientiousness and Cooperation.
International BuMsinaersisneECtiaqrugeottIenasunrdaMnceanners
Lead-in
A good salesperson can sell anything, but keeping the customer coming back for more is the key to measuring success. so what can we do to help?Business Phone Calls and Meeting With Clients 标清(270P).qlv
做出承诺的时候，最好留有余地，然后出色完成。
venting：排气，通气；发泄
e.g. Simply venting your frustration only encourages you to focus more on how terrible you feel.
简单的发泄挫折情绪只会促使你更多的注意你到底感觉有多差。
complete. Email 、Face-to-face and Customer service
etiquette. Voice tone、Pay attention and Keep your focus
on the customer. Understand product or service and Find
她很敏锐地意识到自己内心状态和公众行为之间的不同。
International BuMsinaersisneECtiaqrugeottIenasunrdaMnceanners
NOTES:Fra Baidu bibliotek
Text B
obscenity n.污秽的词语（或行为）
e.g. He shouted a stream of obscenities. 他大声嚷出一连串的下流话。
International BuMsinaersisneECtiaqrugeottIenasunrdaMnceanners
Text A
NOTES:
Text A
under-promise and over-deliver:保守承诺并出色完成
e.g. When making commitments, it's best to under-promise and overdeliver.
Customer Service Tips for a Front Desk:
Making the right impression at the front desk.
Successful service etiquette. Continuous staffing. First impressions. Phone service. Using customer names. Make the wait comfortable.
e.g. Do not use obscenities slang or too many idiomatic expression when using an interpreter.
在使用翻译的时候，不要使用不雅的词语、俚语，或使用太多的俗语。
International BuMsinaersisneECtiaqrugeottIenasunrdaMnceanners
Unit Twenty-Seven Service Etiquette
International BuMsinaersisneECtiaqrugeottIenasunrdaMnceanners
Contents
1 Lead-in 2 Text A 3 Text B 4 Text C 5 Exercises
International BuMsinaersisneECtiaqrugeottIenasunrdaMnceanners
Text C
NOTES:
Text C
amenities n. 便利设施
e.g. This becomes more viable in areas of the world that are developing and do not have the basic amenities.