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1、LOGISTICSENGLISHLecturer:JunjunWEI25552078@qq.comAUG2011Chapter2CustomerServiceText1WhatisCustomerServiceDialogue1DelayofDeliveringText2HowtoImproveCustomerServiceLevelDialogue2MakingaComplaintText1WhatisCustomerServiceNewWordsandPhrasesdeliveryn.交付，递送internaladj.内部的externaladj.外部的wholesa
2、lern.批发商retailern.零售商stimulatev.刺激，鼓舞manufacturern.生产商，制造商Text1WhatisCustomerServiceNewWordsandPhrasessuppliern.供应商availabilityn.有效性，可利用的elementn.元素，成份exceedv.超出，超越undertakev.着手，履行processn.过程，进展utilityn.效用Text1WhatisCustomerServiceNewWordsandPhrasesoutputn.产出supplychain供应链end-user终端用户down
3、-streamenterprises下游企业after-salesservice售后服务value-addedservice增值服务Text1WhatisCustomerService【Part1】WhatisCustomer?（什么是客户？）Inlogisticssystem,thetermcustomermeanstheobjectofdelivery,orsimplyspeaking,personsorunitsthatreceivethegoods.Inpractice,itcanbeconsideredasbeingcomposedoftwoparts----i
4、nternalandexternalcustomers.Theinternalcustomersinvolvepersonsordepartmentswithinafirm.Incontrast,externalcustomers,inthesupplychain,rangewidelyfromwholesalers,retailers,end-userstootherdown-streamenterprises.Whoeverthecustomersare,theirdemandforlogisticsserviceactsasadrivingforcethatstim
5、ulatesthedevelopmentoflogistics.Text1WhatisCustomerService1．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,retai
6、lers,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。Text1WhatisCustomerService3．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。Text1WhatisCustomerService【Part2】Th
7、eDefinitionofCustomerService（客户服务的定义）Customerserviceisnormallydefinedastheserviceprovidedtothecustomerfromthetimetheorderisplacedtilltheorderisdelivered.Infact,itismuchmorethanthis.Itcontainseveryaspectoftherelationshipbetweenthemanufacturer,supplierandcustomer.Unde
