资源描述：
《设置物流服务质量标准【外文翻译】》由会员上传分享，免费在线阅读，更多相关内容在学术论文-天天文库。
1、外文翻译原文SettingStandardsforQualityServiceinLogisticsMaterialSource:EmeraldBackfilesAuthor:RichardLancioni，JohnLGattornaThemajorissueincustomerserviceforthe1990swillbequality.Theperspectiveonetakeswhendevelopinganapproachtoachievequalityservicemustbebasedontheprecep
2、tof"consistency".Becausecustomerservicecoverssuchavarietyoftasksinanorganization,itisimportantforacompanytodefineexactlywhatcustomerserviceisandwhatfunctionsitwillinclude,beforeitundertakesaqualityserviceinitiative.Ingeneral,customerserviceencompassesfourgeneralt
3、askareas:problemresolution;customerinformation;orderadministration;andtelemarketing.(1)ProblemResolutionResolvingcustomerproblemsisthemostcommontaskthatcustomerserviceperforms.Itisthemostcomplexandoftenthemostdifficultandstressfultaskforaservicepersontoengagein.G
4、enerally,theproblemresolutionprocesshassixstages.Stage1.DiagnoseCustomerProblem．Thisstageisthemostimportantsincetheservicerepresentativemustdiagnosethecustomerproblemandgathertherelevantinformation,beforetheresolutioncanbedeveloped.Thekeyquestionstoaskincludewhat
5、?where?how?why?andtowhatextent?Stage2.Follow-upwithCustomerforAdditionalData．Thisstagemayormaynotbeneeded,dependingupontheinteractionthattakesplace-inStage1.Here,theservicerepresentativegoesoverwiththecustomertheinformationthatwasprovidedtoensureitscompleteness.S
6、tage3.DataGathering．Thisstageisthelongestandthemostintricate,sincethepertinentdatamaybehiddeninaninternaldepartmentorapartofaninternalprocessthatisunfamiliartotheotherservicerepresentatives.Thedatagatheringmayincludeinformationfromsales,marketing,manufacturing,fi
7、nance,technicalsupport,fieldsales,etc.Stage4:DevelopTentativeSolution．Beforeafinalsolutionisdeveloped,itisimportanttocheckwiththecustomertoensurethatallaspectsoftheproblemhavebeenaddressed.Atentativesolutionmaybeappropriateanditshouldbereviewedwiththecustomer,bef
8、oreafinalagreementisreached.Stage5:ModifySolution．Thisisanoptionalstepbasedonthecomplexityofthebuyingprocessandthenatureoftheproblem.Stage5isnecessaryinsituati
