Customer-Service.ppt

单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,*,单击此处编辑母版标题样式,*,*,单击此处编辑母版文本样式,第二级,Customer Service,1,Text 1 What is Customer Service,New Words and Phrases,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,2,Text 1 What is Customer Service,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,3,Text 1 What is Customer Service,supply chain 供应链,end-user,终端用户,down-stream enterprises,下游企业,after-sales service 售后服务,value-added service,增值服务,4,Text 1 What is Customer Service,Notes,1In logistics system,the term customer means the object of delivery,or simply speaking,persons or units that receive the goods.,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。,5,Text 1 What is Customer Service,2In contrast,external customers,in the supply chain,range widely from wholesalers,retailers,end-users to other down-stream enterprises.,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。,6,Text 1 What is Customer Service,3Whoever the customers are,their demand for logistics service acts as a driving force that stimulates 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。,7,Text 1 What is Customer Service,4Customer service is normally defined as the service provided to the customer from the time the order is placed until the order is delivered.,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。,8,Text 1 What is Customer Service,5Under this definition it includes price,product range on offer,after-sales service,product availability,in other words,the total activity of servicing the customer.,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。,9,Text 1 What is Customer Service,6Almost no company provides all its customers with the same level of customer service.,几乎没有公司为所有客户提供单一的服务水平。,10,Text 1 What is Customer Service,7Basic service refers to the basic level delivered to all customers,whether less profitable or most profitable,they should receive service not lower than this level.,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。,11,Text 1 What is Customer Service,8In 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。,12,Text 1 What is Customer Service,9Of 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。,13,Text 1 What is Customer Service,10Logistics system,with functions of transportation,warehousing and other associated activities,creates time and place utility for products.,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。,14,Dialogue 1 Delay of Delivering,New Words and Phrases,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,15,Dialogue 1 Delay of Delivering,assure,v.,保证,fill in 填写,due to 由于，因为,traffic jam 交通堵塞,make the delivery of,交货,16,Dialogue 1 Delay of Delivering,Notes,1We render the service of delivering goods to customers house.,我们提供送货到家服务。,17,Dialogue 1 Delay of Delivering,2Due to the traffic jams,we cant make the delivery of your goods today.,由于交通堵塞，我们今天无法送货。,3Well be glad to make arrangements to send it again.,我们非常乐意再为您安排送货。,18,Text 2 How to Improve Customer Service Level,New Words and Phrases,urgency,n.,紧急，紧迫,fiercely,adv.,强烈，极度地,competitive,adj.,竞争的,retain,v.,保留，维持,formation,n.,形成,implementation,n.,执行，落实,19,Text 2 How to Improve Customer Service Level,superior,adj.,优秀的,contradiction,n.,矛盾,ultimate,adj.,最终的,simultaneously,adv.,同时的,imply,v.,暗示，包含,frequent,adj.,频繁的,20,multiple,adj.,多样的,identify,v.,确认,characterize,v.,以为特征,process,n.,过程，工序,similarity,n.,相似处，相似点,21,preference,n.,偏爱,achieve,v.,完成，达到，实现,competitor,n.,竞争者,sector,n.,环节,interact,v.,互相作用，互相影响,negatively,adv.,否定地,calculate,v.,计算,formula,n.,公式,variable,adj.,可变的,22,Text 2 How to Improve Customer Service Level,a great array of 大量的,result from 发生，引起,result in 致使，导致,take into account 对加以考虑,fall into 分类,market-driven 市场驱动,23,Text 2 How to Improve Customer Service Level,Notes,1In todays fiercely competitive market,customers face a great array of products and brand choices,prices and supplier.,在今天激烈竞争的市场，客户面对大量的产品、品牌、价格和供应商可供选择。,24,Text 2 How to Improve Customer Service Level,2Higher level of customer service resulting from improved logistics system can greatly benefit the implementation of market strategy.,完善的物流系统带来的高水平物流服务能够极大地促进市场战略的实施。,25,Text 2 How to Improve Customer Service Level,3Therefore,the managers are now going all out to improve their logistics system to deliver superior customer service.,因此，经理们都在尽其所能完善他们的物流系统以提供优质的物流服务。,26,Text 2 How to Improve Customer Service Level,4Firms ultimate goal is to gain profits,not sales,so both level and cost have to be taken into account.,公司的最终目标是获得利润的增长，而不是销售量，因此服务水平和成本必须考虑。,27,Text 2 How to Improve Customer Service Level,5No logistics system can maximize service and minimize logistics cost simultaneously.,没有任何一个物流系统能同时做到服务水平最高和成本最低。,28,Text 2 How to Improve Customer Service Level,6Maximum customer service implies large inventory,frequent transportation and multiple warehouses,all of which raise logistics cost.,物流服务最大化意味着大量的库存、频繁多次的运输以及多样化的仓库，所有这一切都会增加物流成本。,29,Text 2 How to Improve Customer Service Level,7It is important to remember that no two customers will ever be exactly the same in terms of their service requirements.,重要的是没有两个客户的需求完全一致。,30,Text 2 How to Improve Customer Service Level,8However,it will be the fact that the customers will fall into groups which are characterized by a similar service needs.,然而，在实践中我们必须按照相似的客户需求将客户分类。,31,Text 2 How to Improve Customer Service Level,9In developing a market-driven logistics strategy the aim is to achieve perfect service in a cost-effective way.,在推进市场驱动的物流战略中，目标是以有效的低成本获得“完美的服务”。,10The firm must also take into account competitors service standards.,公司必须考虑竞争者所能提供的服务标准。,32,Text 2 How to Improve Customer Service Level,11An organization can not achieve logistics efficiency by reducing the cost of each sector in the logistics system.Logistics costs usually interact and are often negatively related.,一个组织仅仅通过降低物流系统其中一个环节的成本，是不可能提高物流效率的。物流各个部分的成本通常相互作用以及此消彼长的。,33,New Words and Phrases,cargo,n.,货物,shortage,n.,短量,consignment,n.,寄送，委托货物,inspect,v.,检查，检验,carton,n.,纸箱,carrier,n.,承运人,settlement,n.,解决,Dialogue 2 Making a Complaint,34,approach,v.,解决，处理,original,adj.,原来的，正本的,policy,n.,保险单,in conformity with,与,一致，与,相符,onboard bill of lading,已装船提单,be liable for 对,负责,survey report,检验报告,commercial invoice,商业发票,Dialogue 2 Making a Complaint,35,Notes,1We regret tell you that the goods you sent us are not in conformity with the terms of the contract.,我们遗憾地通知你，你交付的货物与合同规定不符。,Dialogue 2 Making a Complaint,36,2We regret being unable to accept your claim because the goods were in perfect condition when the goods were loaded.,非常遗憾我们不能接受你的索赔，因为装货时货物状态完好。,Dialogue 2 Making a Complaint,37,3We suggest that you approach the insurance company for settlement as the shortage occurred in transit.,由于货物短量发生在运输途中，我们建议你找保险公司解决问题。,Dialogue 2 Making a Complaint,38,L-3-Script,Task,1,Script,Speaking,39,Task,2,Script,Speaking,40,1、,Match each word in Column A with its,corresponding explanation in Column B.,Column A,Column B,1.settlement,2.execution,3.arbitration,4.inferior,5.provision,6.incur,7.claim,a.settling of a dispute by a third party,b.an agreement to end a disagreement,or dispute,c.demand for a sum of money,d.the act of doing a piece of work,e.stipulation in a legal document,f.cause oneself to suffer,g.low(er)in rank,importance,quality,etc,41,2、,Translate the following into English using the given words or phrases.,1.,这个问题值得认真考虑。(deserve),This question deserves careful consideration.,2.,我认为她的体重在增加。(gain),I think shes gaining weight.,3.,尽管我很不喜欢，但今晚我必须呆在家里学习。(as much as),As much as I hate to do it,I must stay home and study tonight.,4.,他从未按时完成过一个项目。(complete),He has never completed a project on time.,42,5.,他们敦促我们给予支持。(urge),They urged us to give our support.,6.,如果你发现这部手机有问题，可以要求退款。(defect),You can ask for a refund if you find any defects in this mobile phone.,7.,经理授权我在他出差期间代表他行事。(authorize),The manager authorized me to act for him while he was on business.,8.,他自己出钱印他的书。(at one,s,expense),He had his book printed at his own expense.,43,Motorola Limited Warranty,This limited warranty applies as follows to new Products,Accessories and Software purchased by consumers in the United States or Canada.,*,Applies only to defects in the CD-ROMs that contain the software.,3、,44,To obtain service or information,please call:,Motorola Customer Services 1-800-453-0920 or 954-723-4910,Or visit us online at will receive instructions on how to ship the Products,Accessories or Software,at your expense,to a Motorola Authorized Repair Center.,To obtain service,you must include:,(a)a copy of your receipt,or other proof of purchase;,(b)a written description of the problem;,(c)and,most 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