专业英语演讲——商务案例复习进程.ppt

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1、专业英语演讲——商务案例ARTICLESentencesWordsknowledgeItalmostgoeswithoutsayingthatit'svitaltohaveareliableproductorservice.Mostbusinessesspendagreatdealoftimeandmoneyensuringthattheirproductdoeswhattheysayit'lldoandstrivingforexceptionalcustomerservice.However,if

2、youdothisconsistently,don'texpectany"browniepoints"anditwon'tensurestay,sayandpay.Providingreliableproductsandserviceisvitallyimportanthoweverafterawhilecustomersstarttotakeitforgranted.Icanrememberthedayswhenamotorcarwasdifficulttostartonawinter’smorn

3、ing.Whenatelephoneengineertookaweektofixyourphoneandaretailstorewouldn'ttakebackanitemyou'dpurchased.Nowadays,carsstartfirsttime,engineerscomethesamedayandretailstoresgiveyouyourmoneybackimmediately.Wenowtakethiskindofreliabilityandserviceforgranted.To

4、giveyourbusinessthecompetitiveedgeandensurestay,sayandpayyou,yourbusinessandyourpeopleneedtobelikeable.Toomanyorganisationsforgetthattheircustomersarehumansandthethingabouthumansis-theydon'talwaysmakedecisionslogically.Customersaredrivenbytheiremotions

5、andtheymakedecisionsaboutorganisationsbasedontheirinteractionwiththepeopleinthebusiness.They'llevenforgiveyourmistakesiftheylikeyourbusiness.Sowhatdoweneedtodotoensurethelikeabilityfactor?Runyoureyedownthefollowinglistandseehowmanyyoucantickoff:*Wealwa

6、yshaveagenuinesmileforeverycustomer.*Wearewarmandfriendlytoallcustomers.*Welistencarefullyandmakeitobviousthatwe'relistening.*Weusethecustomer'snameandournameappropriately.*Wegivetheimpressionthatwecareandareinterestedinthecustomer.*Weemphasizewithprob

7、lemsandcomplaintsandrespondquickly.*Weoccasionallydosomethingtopleasantlysurprisethecustomer.*Wealwayskeepourpromises.*Wegivetheimpressionthatwe'refuntodealwith.*Wetreatthecustomerthewaytheywanttobetreated,notthewaywewanttobetreated.Ifyou'vegotlotsofti

8、cksthenyouprobablyhavelotsofcustomerswholikeyou.Justawordtothemanagersandemployersamongstyou;runyoureyesdownthelistagainandreplacethewordcustomerwiththewordsemployeeorstaffcolleague.Howwelldidyoudo?(The*Wemeanseveryoneinthebusinessbethe