商务英语写作课件杨晓斌编著 ISBN9787811343311Section 21 理赔策略Settling Claims.ppt

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1、Section21客户服务CustomerServiceandSettlingClaimsI.要点概述MainPoints1.Whatiscustomerservice?1.Whatiscustomerservice?Customerserviceisalsoknownasclientservicewhichmeansprovidingservicetocustomersbefore,duringandafterapurchase.Broadlyspeaking,itincludesaseriesofactivitiesdesignedtora

2、isethelevelofcustomersatisfaction–thatis,thefeelingthataproductorservicehasmetthecustomerexpectation.Inmanycases,customerservicelaysmuchemphasisonaftersaleserviceandismoreimportantifthepurchaserelatestoa“service”asopposedtoa“product".Customerservicemaybeprovidedbyaperson,suc

3、hassalesandservicerepresentative,orbyautomatedmeanscalledself-service.ExamplesofselfserviceareInternetsites.Customerserviceisnormallyanintegralpartofacompany’scustomervalueproposition.Thedecreasingqualityandlevelofcustomerservicecanbeattributedtoalackofsupportorunderstanding

4、atthemanagementlevelsofacorporation.2.Howcanyouoffergoodcustomerservice?Satisfactorycustomerserviceisofgreatimportancetothesuccessofanybusiness.Manycompanieslosetheircustomersasaresultofpoorcustomerservice.Learningtoperformgoodcustomerserviceneedsmuchtimebutitisworthdoingtha

5、t.Toachievethisgoal,youneedtofocusonofferinggoodcustomerserviceandputbadattitudes,familyproblemsandotherpersonalissuesatthedoor.Customerscan’tseethemanagementofyourcompanybutyourcustomerservice,andinthiswaytheywilljudgeyourbusinessasawhole.Soyouhavetogreeteverycustomersincer

6、elyandwithasmileandletthemknowthatyourememberthemandtheyarealwayswelcome.Iftheyhaveanyproblems,youwillhavetogooutofyourwaytoresolveitwithapositiveattitude.Aslongasyouresolvetheissuequicklyandefficiently,theywilllikelycontinuetodobusinesswithyourcompany.3.Whatarethebasicprinc

7、iplesofmanagingyourcustomerservicedepartment?Ifyou’reabusinessowneryouwillrealizethatmeetingtheneedsandexpectationsofcustomerstakesalotofworkandyouwillcertainlyfindthatyourbusinessisinneedofagoodcustomerservicedepartment.Thebasicprinciplesofmanagingyourservicedepartmentmayin

8、cludeassessingyourcurrentcustomerserviceability,determiningtheneedsofyourcu