Unit 2客户服务 Customer Service.docx

Unit 2客户服务 Customer Service.docx

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Unit2客户服务CustomerService

Unit2CustomerService

KnowledgeLearningObjective知识学习目标

●Tounderstandwhatiscustomerservice

●Toknowtheroleofcustomerservice

●Tolearnhowtoimprovethecustomerservicelevel

SkillDevelopingObjective技能培养目标

●Communicationskillarrangeadelivery

●Communicationskillinmakeacomplaint

●Communicationskillinhandlingaclaim

●Writingskillinhandlingthecomplaintsandclaims

Text1WhatisCustomerService

【Para1】WhatisCustomer?

（什么是客户？

）

Inlogisticssystem,thetermcustomermeanstheobjectofdelivery,orsimplyspeaking,personsorunitsthatreceivethegoods.Inpractice,itcanbeconsideredasbeingcomposedoftwoparts----internalandexternalcustomers.Theinternalcustomersinvolvepersonsordepartmentswithinafirm.Incontrast,externalcustomers,inthesupplychain,rangewidelyfromwholesalers,retailers,end-userstootherdown-streamenterprises.Whoeverthecustomersare,theirdemandforlogisticsserviceactsasadrivingforcethatstimulatesthedevelopmentoflogistics

【Para2】TheDefinitionofCustomerService（客户服务的定义）

Customerserviceisnormallydefinedastheserviceprovidedtothecustomerfromthetimetheorderisplacedtilltheorderisdelivered.Infact,itismuchmorethanthis.Itcontainseveryaspectoftherelationshipbetweenthemanufacturer,supplierandcustomer.Underthisdefinitionitincludesprice,productrangeonoffer,after-salesservice,productavailability,inotherwords,thetotalactivityofservicingthecustomer.

【Para3】TwoElementsofCustomerService（客户服务的种类）

Almostnocompanyprovidesallitscustomerswiththesamelevelofcustomerservice.Theservicecontainstwomajorelements----basicserviceandvalue-addedservice.Basicservicereferstothebasicleveldeliveredtoallcustomers,whetherlessprofitableormostprofitable,theyshouldreceiveservicenotlowerthanthislevel.

Inadditiontobasicservice,firmssometimesofferextraservicesuchaspersonalpackagetocertaincustomers,whoareconsideredaskeycustomersbythefirm.Suchserviceexceedingthebasicleveliscalledvalue-addedcustomers.Oncethefirmsdecidetoprovidevalue-addedserviceforcustomers,theyareimmediatelyinvolvedintheactivitiesofcustomizing.Ofcourse,firmshavetoundertakebasicservicepromisebeforeengaginginvalue-addedservice.

【Para4】TheroleofCustomerService（客户服务的作用）

Intheprocessoflogisticsintegrationcustomerserviceplaysasignificantrole.Logisticssystem,withfunctionsoftransportation,warehousingandotherassociatedactivities,createstimeandplaceutilityforproducts.Ittriestoensurethatthecustomersreceivetherightproductintherightplace,attherighttime,intherightcondition,andattherightprice.Besides,acustomercannotbesatisfiedunlessheobtainsanon-timeandaccuratedeliverywhichcanonlybeprovidedbyperfectlogisticssystem.Customerserviceisthusconsideredastheoutputoflogisticssystem.

NewWordsandPhrases

delivery[]n.交付，递送

internal[]adj.内部的

external[]adj.外部的

wholesaler[]n.批发商

retailer[]n.零售商

stimulate[]v.刺激，鼓舞

manufacturer[]n.生产商，制造商

supplier[]n.供应商

availability[]n.有效性，可利用的

element[]n.元素，成份

exceed[]v.超出，超越

undertake[]v.着手，履行

process[]n.过程，进展

utility[]n.效用

output[]n.产出

supplychain供应链

end-user终端用户

down-streamenterprises下游企业

after-salesservice售后服务

value-addedservice增值服务

Notes

1．Inlogisticssystem,thetermcustomermeanstheobjectofdelivery,orsimplyspeaking,personsorunitsthatreceivethegoods.在物流系统中，“客户”一词是指递送服务的对象，简单来说就是接受货物的个人或单位。

2．Incontrast,externalcustomers,inthesupplychain,rangewidelyfromwholesalers,retailers,end-userstootherdown-streamenterprises.相反而言，外部客户分布于供应链各个部位，从批发商、零售商到最终用户或其他下游企业。

3．Whoeverthecustomersare,theirdemandforlogisticsserviceactsasadrivingforcethatstimulatesthedevelopmentoflogistics.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。

4．Customerserviceisnormallydefinedastheserviceprovidedtothecustomerfromthetimetheorderisplaceduntiltheorderisdelivered.客户服务通常被定义为从下订单开始到订单履行结束期间为客户提供的服务。

5．Underthisdefinitionitincludesprice,productrangeonoffer,after-salesservice,productavailability,inotherwords,thetotalactivityofservicingthecustomer.在这种解释下，客户服务包括价格和产品的变化、售后服务以及产品的可得性，换言之，就是服务客户的所有活动。

6．Almostnocompanyprovidesallitscustomerswiththesamelevelofcustomerservice.几乎没有公司为所有客户提供单一的服务水平。

7．Basicservicereferstothebasicleveldeliveredtoallcustomers,whetherlessprofitableormostprofitable,theyshouldreceiveservicenotlowerthanthislevel.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。

8．Inadditiontobasicservice,firmssometimesofferextraservicesuchaspersonalpackagetocertaincustomers,whoareconsideredaskeycustomersbythefirm.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。

9．Ofcourse,firmshavetoundertakebasicservicepromisebeforeengaginginvalue-addedservice.当然，公司必须在提供增值服务之前履行基本服务的承诺。

10．Logisticssystem,withfunctionsoftransportation,warehousingandotherassociatedactivities,createstimeandplaceutilityforproducts.物流系统通过运输、仓储及其他相关活动的运作为产品创造了时间和空间效用。

Exercises

ⅠPairwork：

talkingfacetoface,andthinkitover,discussthefollowingquestions.

1．Whatiscustomerservice?

2．Whatisthedifferencebetweeninternalcustomerandexternalcustomer?

3．Whatisbasicservice?

4．Whyarefirmswillingtoofferadd-valuedserviceforcertaincustomers?

5．Customerserviceistheoutputofthelogisticssystem,isn’tit?

ⅡFillintheblankswiththefollowingwordsinthebox.

availablepersonaloutputanalysisexternalcustomers

retaildemandplaceutilityresponseconvenient

1．Transportation,bymovinggoodsfromoneplacetoanotherplace,creates________forproducts

2．Tosatisfycustomerswithspecialtaste,manufactureshavetoprovide_______services.

3．Inthesupplychain,_________maycontainwholesalers,retailersandend-users.

4．Thereisagreat________forforeigninvestmentinthewesternpartofChina.

5．Weshouldmakean________ofproducts,dependingonwhousethemandhowtheyareused.

6．Wemustdistributetheproductstoasmanyplacesaspossiblesothatourcustomersfindit_______togetthem.

7．Customerserviceisconsideredasthe________oflogisticssystem.

8．Thekeypointindistributioniswhethertheproductis________wherethecustomerwishestoconsumeit.

9．Oneofthebasictasksofalogisticsanalystistodeterminecustomer_______toservice.

10．Generallyspeaking,soapcanbefoundina______shop.

ⅢTranslatethefollowingsentencesintoChinese.

1．Thelevelofcustomerserviceafirmoffersnotonlydetermineswhetherexistingcustomerswillremaincustomers,buthowmanypotentialcustomerswillbecomecustomers.

2．Manycompaniesreportthatmostprofitablecustomersarenottheirlargestcustomers,buttheirmid-sizecustomer.

3．Theroleofcustomerserviceistoprovide“timeandplaceutility”inthetransferofgoodsandservicesbetweenbuyersandsellers.

4．Thebasictaskofcustomerserviceistoanalyzecustomers’needsandsetcustomerservicelevels.

5．It’sestimatedthatafirm’s80%profitaregeneratedby20%customers.

ⅣTranslatethefollowingsentencesintoEnglish.

1．在物流系统中，客户服务是关键活动之一。

2．出色的顾客服务能够为供应链中的所有成员增值。

3．客户服务是衡量物流系统有效性的尺度。

4．众所周知，物流系统的最终目的是使客户满意。

5．产品和服务只有在客户的手里才具有价值。

Dialogue1DelayofDelivering

（Mr.WangboughtaTVinDajinElectricApplianceCompanyjustnow.MaryisaclerkofCustomerservicedepartment.NowheisintheCustomerservicedepartment）

Wang：

Here’saTVSetIhavejustboughthere.Willyoudeliverthemforme？

Mary：

Allright.Werendertheserviceofdeliveringgoodstocustomer’shouse.Pleasefillinthedeliveryformwithyouraddress,telephonenumberandthetimewhenyouarein

Wang：

WhereshallIsign?

Mary：

Righthere,abovethedottedline,please.

（Todayisthedelivertime.）

Mary：

Goodafternoon.Customerservicedepartment.CanIhelpyou?

Wang：

Goodafternoon.ThisisMr.Wang.IorderedaTVtwodaysago,June12th.It’salreadyfiveo’clockandithasn’tarrivedyet.

Mary：

I’mreallysorry,sir.Itmighthavebeenonthewaytoyourplace.I’llcheckitimmediately.CanIhaveyourfullname,addressandphonenumber?

Wang：

Yes.WangXinguo,number419HongqiaoRoad.Mytelephonenumberis13656785678.

Mary：

Thankyou,sir.I’llcheckitwithourdeliverydepartmentandcallyoubackassoonaspossible.

Wang：

Allright,I’llbewaitingforyourcall.

（Fiveminuteslater）

Wang：

Goodafternoon.ThisisWangXinguo.

Mary：

Goodafternoon.Thisiscustomerservicedepartment.Imustapologize,sir.Duetothetrafficjams,wecan’tmakethedeliveryofyourgoodstoday.

Wang：

Really?

Ifindithardtobelieve.Ihavealreadybeenwaitingfornearlyawholeday!

Mary：

I’mawfullysorryaboutit.Pleaseacceptoursincereapologies.Istomorrowmorningconvenientforyou？

We’llbegladtomakearrangementstosenditagain.

Wang：

OK.

Mary：

Iassureyouitwon’thappenagain.

NewWordsandPhrases

deliver[]v.交付，递送

render[]v.给予，提供

check[]v.查询，核对

awfully[]adv.非常，十分

arrangement[]n.安排

assure[]v.保证

fillin填写

dueto由于，因为

trafficjam交通堵塞

makethedeliveryof交货

Notes

1．Werendertheserviceofdeliveringgoodstocustomer’shouse.我们提供送货到家服务。

2．Duetothetrafficjams,wecan’tmakethedeliveryofyourgoodstoday.由于交通堵塞，我们今天无法送货。

3．We’llbegladtomakearrangementstosenditagain.我们非常乐意再为您安排送货。

Exercises

ⅠOralPractice:

practicetheabovedialoguewithyou