Managing Customer Service
专业英语物流与供应链管理 2-文档资料
2.What is customer service?
Questions 1
What is ,in essence, the
distribution function of
the business concern
about?
பைடு நூலகம்
Making the products or service available
Questions 3
Why is it essential for any business to have a clearly identified policy towards customer service?
It is because of the multivariate nature Of customer service and because of The widely differing requirements of
低成本战略可能促成 有效率的物流，但难 以形成有效益的物流。
The impact of logistics and customer service on marketing
消费者特权
Consumer franchise
客户特权
Customer × franchise
供应链效率
市场营销效率
Supply chain
从顾客角度出发，强调理解多重服务要素 的重要性。
Explains of the importance of customer retention and the life time value of a customer.
解释客户保持与客户终身价值的重要性。
英文翻译客服岗位职责
英文翻译客服岗位职责Customer Service Position ResponsibilitiesCustomer service representatives play a crucial role in ensuring customer satisfaction and maintaining positive relationships between a company and its clients. In this position, individuals are responsible for handling customer inquiries, resolving complaints, and providing support and assistance to customers. The following is a detailed description of the responsibilities of a customer service representative.1. Responding to Customer Inquiries:One of the main duties of a customer service representative is to answer customer inquiries and requests. This can include answering phone calls, responding to emails, and addressing inquiries through live chat or social media platforms. Representatives must be knowledgeable about the company's products or services and be able to provide accurate and helpful information. They should also possess excellent communication skills and be able to articulate information clearly and concisely.2. Handling Customer Complaints:Another important responsibility of a customer service representative is to handle and resolve customer complaints and issues. Representatives must be patient and empathetic when dealing with customers who may be upset or dissatisfied. They should actively listen to the customer's concerns, ask relevant questions, and work towards finding an appropriate solution. This may involve coordinating with other departments within the company to ensure a timely resolution.3. Providing Technical Support:In cases where customers require technical assistance or troubleshooting, customer service representatives should be able to provide support. This may involve guiding customers through the necessary steps to resolve a technical issue, explaining product features, or assisting with the setup and installation of products. Representatives should be familiar with the company's technology or software and be able to convey instructions clearly and effectively.4. Processing Orders and Returns:Customer service representatives often handle order processing and returns. This includes assisting customers with placing orders, verifying order details, and confirming payment information. In the case of returns, representatives must be able to navigate the company's return policy and provide customers with the necessary information on how to proceed. They should be organized and detail-oriented to accurately process orders and returns and maintain proper documentation.5. Upselling and Cross-selling:An additional responsibility of customer service representatives may be to identify potential sales opportunities and upsell or cross-sell products or services to customers. This involves actively listening to customers' needs and suggesting additional products or services that may be of interest to them. Representatives should possess good sales skills and be able to effectively communicate the benefits and features of related products or services.6. Building and Maintaining Customer Relationships:Customer service representatives play a crucial role in building and maintaining positive relationships between the company and its customers. They should be courteous, friendly, and professional in all interactions with customers. Representatives should be proactive in following up with customers to ensure their satisfaction and to address any ongoing concerns or questions. They should also be able to handle difficult or irate customers in a calm and professional manner.7. Providing Feedback to Improve Customer Experience: Customer service representatives have a unique perspective on customers' experiences and can provide valuable feedback to improve the overall customer experience. They should actively communicate customer feedback to relevant departments within the company, such as product development or marketing, to help identify areas for improvement. Representatives should also maintain accurate records of customer interactions and experiences for reference and analysis.In conclusion, a customer service representative is a vital link between a company and its customers. Their responsibilities include handling inquiries, resolving complaints, providing technical support, processing orders and returns, upselling and cross-selling, building and maintaining customer relationships, and providing valuable feedback to improve the overall customer experience.Customer service is a critical aspect of any business. It can greatly impact a company's reputation, customer satisfaction, and overall success. Therefore, the role of a customer service representative is of utmost importance. In addition to theresponsibilities mentioned above, there are several other essential tasks that customer service representatives need to perform to excel in their role.8. Managing and Resolving Escalations:Sometimes, customer issues cannot be resolved immediately or satisfactorily. In such cases, customer service representatives need to escalate the problem to a higher level of authority within the company. This may involve coordinating with supervisors, managers, or other departments to find a suitable solution. Customer service representatives should possess excellent problem-solving skills and the ability to remain calm and composed in high-pressure situations.9. Conducting Customer Satisfaction Surveys:To ensure continuous improvement, customer service representatives may be responsible for conducting customer satisfaction surveys. These surveys help gather feedback from customers about their experience with the company's products or services and the level of satisfaction they have received. Representatives should be well-versed in survey methodology and data analysis to interpret the results accurately and present them to relevant stakeholders.10. Training and Mentoring:Customer service representatives may also be involved in training and mentoring new hires or less experienced team members. This includes providing guidance on customer service best practices, company policies and procedures, and effective communication techniques. Representatives should possess strong leadership andteaching skills to effectively pass on their knowledge and experience to new team members.11. Data Entry and Documentation:To maintain records and track customer interactions, customer service representatives need to accurately enter customer information, inquiries, complaints, and resolutions into a database or customer relationship management (CRM) system. They should be detail-oriented and have excellent organizational skills to ensure that all relevant information is properly documented and easily accessible when needed.12. Staying Updated on Product and Industry Knowledge: Customer service representatives must stay up to date with industry trends, product knowledge, and company updates. This includes attending training sessions, reviewing product manuals and documentation, and staying informed about changes in policies, procedures, or product offerings. Representatives should be proactive in seeking out information and continuously improving their knowledge to provide accurate and up-to-date information to customers.13. Collaborating with Other Departments:Customer service representatives often need to collaborate with other departments within the company to resolve customer issues or provide assistance. This may involve coordinating with sales, marketing, technical support, logistics, or finance departments. Representatives should possess strong interpersonal skills and the ability to effectively communicate and collaborate with colleagues from different departments to achieve customer satisfaction andresolution.14. Utilizing Customer Service Tools and Technology: Customer service representatives must be proficient in using various tools and technologies to streamline their workflow and provide efficient support to customers. This may include using customer support software, live chat platforms, CRM systems, or ticketing systems. Representatives should be comfortable with technology and possess the ability to quickly learn and adapt to new systems and tools.15. Continuously Improving Skills and Knowledge:To excel in their role, customer service representatives should continuously work on improving their skills and knowledge. This can be done through self-study, attending relevant workshops or webinars, seeking feedback from supervisors or customers, and actively participating in team meetings or training sessions. Representatives should be open to constructive criticism and be willing to grow and develop their skills to provide exceptional customer service.In conclusion, the responsibilities of a customer service representative are vast and multifaceted. They involve effectively communicating with customers, resolving complaints, providing technical support, processing orders and returns, upselling and cross-selling, building and maintaining customer relationships, and providing valuable feedback for improvement. By performing these responsibilities diligently and continuously improving their skills and knowledge, customer service representatives can contribute significantly to the success and growth of a company.。
Customer-and-customer-Service
Excellent customer service in business organisations should lead to greater sales because of the benefits it brings such as: JSatisfied customers JMore customers through repeat business and recommendations (greater market share) JA good public image JAn edge over the competition
• In many situations, producers have multiple customers and therefore find it useful to identify “core customers”
• Customer Attributes
- Characteristics that allow customers to be categorized according to demographic, psychographic, or firmographic information.
Firmographic Information
• Characteristics about a company such as:
– how many employees they have; – the kind of business they are in; – whether they are retail, wholesale, or a
客户管理 英语
客户管理英语客户管理在英语中通常被称为"Customer Management"。
这是一个广泛的术语，涵盖了各种策略和实践，旨在维护和增强与客户的关系。
这可能包括客户服务、销售跟踪、市场营销活动、个性化沟通以及使用客户关系管理（CRM）系统来组织和分析客户数据。
以下是一些与“客户管理”相关的关键术语和概念：1.Customer Relationship Management (CRM): 一种系统或软件，用于管理公司与现有和潜在客户之间的互动。
CRM系统可以帮助公司更好地了解客户需求，提高服务质量，提升客户满意度和忠诚度。
2.Customer Service: 提供帮助和支持给客户的服务，确保他们对购买的产品或服务感到满意。
优质的客户服务可以促进口碑传播，增加重复购买的可能性。
3.Customer Satisfaction: 衡量顾客对产品或服务的满意程度。
高顾客满意度通常与顾客忠诚度和正面的品牌形象相关联。
4.Customer Retention: 通过提供优质服务和建立良好关系，保持现有客户的策略。
保留现有客户通常比吸引新客户成本更低，而且有助于稳定收入。
5.Customer Loyalty: 客户持续选择同一品牌或公司的产品或服务。
忠诚的客户可能会通过重复购买和推荐给其他人来为公司带来长期价值。
6.Customer Engagement: 通过有吸引力的沟通和体验，使客户参与并投入到品牌中。
高度参与的客户更有可能成为品牌的倡导者。
7.Customer Segmentation: 将客户群分成不同的细分市场，以便更有效地定位市场和个性化营销策略。
8.Customer Lifetime Value (CLV): 客户在其整个生命周期内为公司带来的总价值。
了解CLV有助于公司确定应该投入多少资源来获取和维护客户。
9.Customer Journey Mapping: 绘制客户从认识品牌到成为忠实客户的整个过程，以识别改善客户体验的机会。
职场销售岗位英语口语：如何更好地为顾客服务 via安格英语
职场销售岗位英语口语：如何更好地为顾客服务销售岗位的人，尤其是快消品行业的销售员，每天都要与顾客打交道，也经常会遇到顾客投诉、要求退款等问题。
为了让顾客对我们的产品产生认同并购买，我们需要掌握一定的话术和销售技巧；在遇到产品出现问题的时候，我们也要想出两全其美的方法来解决问题。
顾客服务是销售工作中非常重要的一部分，他带来的是成功还是失败取决于我们的态度。
在本篇文章中，安格英语老师就要教大家在产品出现问题的时候如何更好地为顾客服务，同时减少我们自己的损失。
A: According to our customer service training the other day, the main principle of keeping people happy in the service industry is under promise and over deliver.B: So what does that mean?A: It just means to manage your customer’s expectations. Don’t promise them something you’re not going to come through on. And if you deliver more than you promise, they’re sure to be satisfied.B: So how do you resolve problems when the customers are not satisfied? How do you deal with complaints?A: You have to deal with complaints sensitively, and try to understand where they are coming from. Always apologize and take the blame, because the customer is always right. Then figure out what is the least expensive way to mitigate the problem. For example, if they were upset with the food, you can offer an upgrade. That’s a less expensive solution than a full refund.B: Anything else you should do?A: Don’t give them a deal end to their questions. When the customer asks youa q uestion, never just say, “I don’t know” or “We can’t help you.” The best kind of response helps customers find the answers they’re looking for. Always try to help them solve their problems. You can say, “I don’t know, but I can help you find the answer.” Or “We can’t help you here, but I know who can.”在上段对话中提到了顾客永远是对的，因此在为顾客服务的时候首先我们要保证不能过度承诺，其次在对待负面意见的时候要道歉并且许诺承担过失，站在顾客的角度解决问题，但同时也要将自己产品的损失考虑在内，寻找最“便宜”的方法来缓和问题。
英文简历(客户服务代表)CUSTOMER SERVICE REPRESENTATIVE(Sales)
英文简历（客户服务代表）CUSTOMER SERVICEREPRESENTATIVE(Sales)Name: [Your Name]Address: [Your Address]Phone: [Your Phone Number]Email: [Your Email Address]Objective:Motivated and customer-focused individual seeking a position as a Customer Service Representative, utilizing my exceptional communication and problem-solving skills to provide excellent service and contribute to the success of the company.Summary of Qualifications:- Two years of experience in customer service, with a strong focus on sales.- Excellent verbal and written communication skills, both in English and Mandarin.- Ability to build and maintain customer relationships.- Proven track record of meeting sales targets and exceeding customer expectations.- Proficient in Microsoft Office Suite and CRM software.- Exceptional problem-solving skills and the ability to work well under pressure.- Demonstrated ability to work effectively in a team and independently.Experience:Customer Service Representative | ABC Company | [Dates]- Provided exceptional customer service in a fast-paced retailenvironment.- Acted as a key point of contact for customers, addressing and resolving inquiries and concerns.- Managed sales transactions and processed payments accurately. - Demonstrated a comprehensive knowledge of the company's products and services, promoting upsells and cross-sells to meet sales targets.- Built and maintained strong relationships with customers, leading to repeat business and positive customer reviews.- Collaborated with team members to achieve departmental objectives and provide seamless customer experiences.Sales Associate | XYZ Store | [Dates]- Assisted customers in finding and purchasing products, resulting in increased sales.- Provided personalized assistance and recommendations to customers based on their needs and preferences.- Handled customer complaints and resolved issues in a professional and timely manner.- Demonstrated a strong understanding of product features and benefits, effectively communicating them to customers.- Collaborated with store management to implement effective sales strategies and promotional activities.- Maintained a clean and organized store environment. Education:Bachelor's Degree in Business Administration | [University Name] | [Dates]Skills:- Excellent verbal and written communication skills in English and Mandarin.- Strong interpersonal skills, with the ability to build and maintain customer relationships.- Proficient in using Microsoft Office Suite and CRM software.- Exceptional problem-solving skills and ability to work well under pressure.- Detail-oriented and organized, with the ability to multitask effectively.- Strong sales skills, with a proven track record of meeting and exceeding targets.- Team player, with the ability to work collaboratively and independently.Languages:- Fluent in English and Mandarin.References:Available upon request.Job Responsibilities:As a Customer Service Representative at ABC Company, I was responsible for providing exceptional customer service in a fast-paced retail environment. This included addressing and resolving customer inquiries and concerns in a timely and professional manner. I consistently ensured that customers had a positive experience with the company by going above and beyond to meet their needs.One of the key aspects of my role was maintaining a comprehensive knowledge of the company's products and services.This allowed me to effectively promote upsells and cross-sells to customers, ultimately increasing sales. I was able to meet and exceed sales targets consistently, contributing to the overall success of the team and the company.In addition to sales, I also focused on building and maintaining strong customer relationships. By providing personalized assistance and recommendations based on the customers' needs and preferences, I was able to create a positive and lasting impression. This resulted in repeat business and positive customer reviews, further enhancing the company's reputation.As a team player, I collaborated with my colleagues to achieve departmental objectives and provide seamless customer experiences. I was always ready to lend a hand or offer support when needed. I also actively participated in team meetings, providing valuable input and suggestions to improve customer service processes and procedures.During my time as a Sales Associate at XYZ Store, I gained valuable experience in assisting customers in finding and purchasing products. I was able to apply my strong sales skills to provide personalized assistance and recommendations, resulting in increased sales. I also demonstrated my ability to handle customer complaints and resolve issues to ensure customer satisfaction.Education and Skills:I hold a Bachelor's Degree in Business Administration from [University Name]. This educational background has equipped mewith a solid understanding of business principles and practices. I have utilized this knowledge effectively in my customer service roles, especially when it comes to sales and building customer relationships.In terms of skills, my excellent verbal and written communication skills, both in English and Mandarin, have been instrumental in effectively communicating with customers and colleagues. I am able to clearly understand and address their needs and concerns. My strong interpersonal skills have allowed me to build and maintain positive relationships with customers, resulting in repeat business.I am proficient in using Microsoft Office Suite and CRM software, which have been essential tools in organizing and managing customer information. My exceptional problem-solving skills have enabled me to effectively address customer inquiries and resolve any issues that may arise. I am able to work well under pressure and multitask effectively.As a highly detail-oriented and organized individual, I ensure accuracy and efficiency in my work. I take pride in my ability to meet deadlines and deliver exceptional results. My strong sales skills, combined with my ability to work collaboratively and independently, make me a valuable asset to any customer service team.Languages:I am fluent in both English and Mandarin. This bilingualproficiency allows me to effectively communicate with a diverse range of customers, providing exceptional service and building strong relationships.References:References are available upon request.。
职通商务英语课件第一册unitCustomerServ
Measuring Customer Service Performance
Learn how to evaluate and measure the success of your customer service efforts.
职通商务英语课件第一册 Unit Customer Service
在这个全球化的商业环境中，良好的客户服务对于企业的成功至关重要。本 单元将介绍客户服务的概念、技巧和实践，帮助您提升与客户的关系并取得 良好的业务成果。
Part 1: Introduction to Customer Service
Importance of Customer Service
Explore the impact of customer service on customer satisfaction and loyalty.
Types of Customer Service
Explore different types of customer service, from face-to-face interactions to online support.
Customer Service Technology
Discover the latest tools and technologies that enhance customer service efficiency and effectiveness.
Customer Service in Marketing
服务部头衔名称
服务部头衔名称
不确定您具体是指哪个行业或公司的服务部门，所以以下是一些常见的服务部头衔名称，您可以根据需要选择性地使用：
1. 客户服务经理（Customer Service Manager）
2. 技术支持经理（Technical Support Manager）
3. 售后服务经理（After-sales Service Manager）
4. 客户成功经理（Customer Success Manager）
5. 服务支持主管（Service Support Supervisor）
6. 服务运营经理（Service Operations Manager）
7. 订阅服务专员（Subscription Service Specialist）
8. 服务销售经理（Service Sales Manager）
9. 投诉处理经理（Complaints Handling Manager）
10. 客户体验经理（Customer Experience Manager）
这些头衔名称仅供参考，实际上不同公司或行业可能会有各自特定的头衔命名。
请根据具体情况进行调整。
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SERVICE WITH A SMILE: ENHANCING CUSTOMER SERVICE TO PARENTS AND CHILDREN
Did You Know?
1 in 4 children in the United States participates in the child support program, and the program serves ½ of all poor children
Key Elements of Quality Service
Five Elements of Quality Service
Reliability
Assurance
Tangible
Empathy
Responsiveness
Customer Service
Five Elements of Quality Service
you feel that way,” use: “What makes you feel that way?” Instead of “Why do you want that color?”, use : “What other colors have you considered?”)
Communicating positively…..
Put yourself in their place and respond compassionately by offering service to address their needs and concerns
Five Elements of Quality Service
•
Responsiveness
Words and phrases that build relationship: Please Thank you I can or will How may I help? I understand how you feel You’re right May I Would you mind….. I apologize for….
• The ability to provide what was promised, dependably and accurately Action strategy:
• • • Correctly identify customer needs Promise only what you can deliver Follow through to ensure that service was received as promised
Non Verbal Communication with Customers
Appearance and Grooming Miscellaneous cues
• •
Hygiene Clothing and accessories
•
•
Personal habits
Proper etiquette and manners
Communicating positively…..
Excellent Verbal Communication with Customers
Words and phrases that damage relationship: You don’t understand You don’t see my point Hold on a second Our policy says (or prohibits) That’s not my responsibility What you need to do is….. Why don’t you The word “problem” The word “but” The word “no”
• Stop talking! • Prepare yourself
-There is nowhere else for them to go -They must keep coming back until they are satisfied
Contents :
• Key Elements of Quality Customer Service • Key Skills for Quality Customer Service • Resolving Service Breakdowns
Avoiding negative communication
Non Verbal Communication with Customers
Body language
Volume Cues
Non Verbal Behavior
Appearance and Grooming
Miscellaneous Cues
The willingness to help customers and provide prompt services Action strategy:
•
•பைடு நூலகம்
•
Project a positive, can-do attitude
Take immediate steps to help customers and satisfy their needs
Characteristics of a Good Listener
1. Empathy
2. Understanding
3. Patience 4. Attentiveness 5. Objectivity
Good Listener
Strategies for Improved Listening
• • Take the time to serve customers one at a time Provide service assertively by using positive communication techniques Describe services/results accurately
Positive and Negative Communication Behavior
Positive
• • • • • • • • • • Brief eye contact Eyes wide open Smiling Nodding affirmatively Expressive body gestures Open body stance Listening actively Remaining silent as customer speaks Gesturing with open hand Clean, organize work area
SOME OF YOUR CUSTOMERS: •Do not want to be your customers •Do not know what they want •Do not know what services are available •Are working through the breakup of their family •Are struggling financially to support their children
Key Skills for Quality Customer Service
Developing Excellent Communication with Customers
Excellent Verbal Communication Skills
Excellent Non-Verbal Communication Skills
Reliability
•
Five Elements of Quality Service
• The knowledge and courtesy of employees, and their ability to convey trust and confidence Action strategy:
Negative
• Yawning Eye Frowning or sneering facial contact, posture, • • Attending to matters other expression, gestures than the customer • Leaning away from customers as he/she speaks • Subdued or Minimal hand gestures • Staring blankly or coolly at customers • Interrupting • • Pointing finger or object at customer Disorganized, cluttered work space
•
• The child support program lifts 1 million people out of poverty each year and provides about 30% of income for the poor families who receive it.
Child Support Customers are Different
Assurance
•
•
Five Elements of Quality Service
• The physical facilities and equipment and the appearance of personnel Action strategy:
• • • Maintain workspaces in a neat, orderly manner Dress professionally Maintain excellent grooming and hygiene standards