客户服务-中级.pdf

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1、顾客服务顾客服务-顾客服务---中级中级24x7(adverbphrase)=每周7天，每天24小时alwaysavailable;anabbreviationfor24hoursperday,sevendaysperweekManycallcentersareopen24x7.Youcancallthemwheneveryouneedhelp.activeline(nounphrase)=活动线路atelephonelinethatisreadytotransmitdataDuringbusyperiodsoftheday,wesometimesrunoutof

2、activelines,socustomershavetowaitlonger.adherence(noun)=坚持thedegreetowhichagentsortechniciansareabletofollowtheirplannedworkscheduleAdifficultproblemcantakealongtimetoresolve,andthatcanaffectanagent'sadherence.agent(noun)=座席anemployeeinacustomerservicedepartmentwhoisresponsiblefordire

3、ctlyhelpingcustomersInourcustomerservicedepartment,wehave15agents.Atleastfiveofthemareondutyduringeachshift.analyst(noun)=分析员anemployeewhoisresponsiblefordefiningproblemsanddevelopingprocessesforresolvingthemAfteronlyafewmonths,ournewanalystgreatlyimprovedtheefficiencyofourcustomerser

4、vicedepartment.apologize(verb)=道歉saythatyouaresorryfordoingsomethingCustomerservicerepresentativesoftenneedtoapologizetocustomersforproblemswithaproductorservice.arrivaltime(nounphrase)=到达时间thetimeatwhichatechnicianreachesacustomerinresponsetoaservicerequestWereceivedtheservicerequest

5、atnoonandactedquickly.Thetechnician'sarrivaltimewas1:35.assignee(noun)=被指派人anemployeewhoisgiventheresponsibilityformanagingandresolvingaparticularcustomerservicerequestManycompanieshaveasystemfortrackingcustomerservicerequestsandtheassigneeswhoareresolvingeachproblem.assignment(noun)=

6、指派aproceduresetupbyacustomerservicedepartmenttodesignateanagentortechniciantohandleacustomerservicerequestAfteranassignmentismade,ourdepartmentmonitorsthesituationuntilitisresolved.baseline(noun)=基线acurrentstatisticorstandardthatwillbeusedtomeasurefutureprogressWewilluselastyear'stota

7、lsalesasabaselineformeasuringoursalessuccessthisyear.顾客服务-中级(2)beafraidthat(verbphrase)=恐怕anexpressionusedtointroducebadnewsIamafraidthatwehaven'tbeenabletolocateyourorderyet.behavior(noun)=行为aperson'sactionsSupervisorswatchthebehaviorofcustomerserviceagentscloselytomakesuretheyarepol

8、itean