经典翻译示例

Steps to outstanding client service 迈向优质客户服务

Client Service Research 客户服务调查

In a large-scale study conducted for a major international professional service firm, corporate purchasers of a broad range of professional services including audit, actuarial, consulting, legal, and marketing services were asked to rate their experiences with professional service firms on two dimensions:

一家主要从事国际专业服务的公司进行了大型的客户服务调查，公司要求客户在接受公司的专业服务（广泛包括审计，精算，咨询，法律及市场推广）后，对公司服务进行评估，主要在两个方面：

1. First, evaluate satisfaction with the technical quality of the work done for them.

Satisfaction was consistently high. Clients seem to have little trouble finding

technically competent people to help them.

首先，要求他们对工作技术质量进行满意度的评估。满意度始终很高。客户似

乎很轻松就能找到优秀的技术人员帮助他们。

2. Next the clients were asked to rate the level of satisfaction with the way they

were dealt with by the professionals involved during the engagement.

Satisfaction levels were extremely low and the complaints were many. The

importance of good relationship management is borne out by another

research question, in which corporate executives were asked about referrals

(or recommendations). Only 10% of all referrals were found to be cases where

technical considerations or “results” were given as the reason for the referral.

A full 90% of the reasons given for referrals were related to the relationship

created.

其次，要求他们对专业人士在履约期间的处事方式进行满意度的评估。满意度

相当的差，抱怨很多。处理好人际关系的重要性也体现在另外一项调查中---要

求公司高管介绍（或推荐）。推荐的原因，只有10%是技术性的因素或者成绩

的因素，90%都涉及到已经建立的人际关系。

Most clients say that, if they could find a service provider who reliably behaved in the ways described on the next page, they would be:

1. More likely to return to that provider

2. More willing to refer that provider

3. Less fee-sensitive abo ut the provider’s services

大部分客户说，他们觉得如果能找到一个服务提供者，像下一页描述的那样处事可靠，他们会：

1.更加愿意成为他的回头客

2.更加愿意推荐他

3.不会再为付费斤斤计较