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《物流英语 教学课件 作者 刘晶璟 熊秀琼 Unit Seven Customer Service.ppt》由会员上传分享，免费在线阅读，更多相关内容在应用文档-天天文库。
1、UnitSevenCustomerServicePreviewofthetextAnswerthefollowingquestionsanddiscussyouranswersinclass.1）Whatiscustomerservice?2）Doyouthinkcustomerserviceisimportant?Giveyourreasons.PartIEightRulesforGoodCustomerServiceTheDefinitionofCustomerServiceCustomerserviceisnormallydefinedasthese
2、rviceprovidedtothecustomerfromthetimetheorderisplacedtilltheorderisdelivered.Infact,itismuchmorethanthis.Itcontainseveryaspectoftherelationshipbetweenthemanufacturer,supplierandcustomer.Underthisdefinitionitincludesprice,productrangeonoffer,after-salesservice,productavailability,i
3、notherwords,thetotalactivityofservicingthecustomer.TwoElementsofCustomerServicebasicservicevalue-addedserviceBasicserviceBasicservicereferstothebasicleveldeliveredtoallcustomers,whetherlessprofitableormostprofitable,theyshouldreceiveservicenotlowerthanthislevel.value-addedserviceS
4、uchserviceexceedingthebasicleveliscalledvalue-addedcustomers.Oncethefirmsdecidetoprovidevalue-addedserviceforcustomers,theyareimmediatelyinvolvedintheactivitiesofcustomizing.Ofcourse,firmshavetoundertakebasicservicepromisebeforeengaginginvalue-addedservice.TheRoleofCustomerService
5、Acustomercannotbesatisfiedunlessheobtainsanon-timeandaccuratedeliverywhichcanonlybeprovidedbyperfectlogisticssystem.Customerserviceisthusconsideredastheoutputoflogisticssystem.EightRulesforGoodCustomerServiceGoodcustomerserviceisthelifebloodofanybusiness.Youcanofferpromotionsandsl
6、ashpricestobringinasmanynewcustomersasyouwant,butunlessyoucangetsomeofthosecustomerstocomeback,yourbusinesswon’tbeprofitableforlong.(1)Answeryourphone.Butmakesurethatsomeoneispickingupthephonewhensomeonecallsyourbusiness.(NoticeIsay“someone”.Peoplewhocallwanttotalktoaliveperson,no
7、tafake“recordedrobot”.)Formoreonansweringthephone,seePhoneAnsweringTipstoWinBusiness.(2)Don’tmakepromisesunlessyouwillkeepthem.Reliabilityisoneofthekeystoanygoodrelationship,andgoodcustomerserviceisnoexception.Ifyousay,“YournewbedroomfurniturewillbedeliveredonTuesday”,makesureitis
8、deliveredonTuesday.Otherwise,don’
