《实用物流专业英语2.》由会员分享，可在线阅读，更多相关《实用物流专业英语2.（71页珍藏版）》请在金锄头文库上搜索。
1、实 用 物 流 专 业 英 语 主编 李卫平 张 虹 Customer Service Part I An Introduction to Customer Service Part II Sample Communications Part III Practical Readings Part I An Introduction to Customer Service 客户服务是供应商和买家之间综合的一系列活动,客户服务能提高销量,有 利于更有效使用供应商的产品。客户服务涵盖了各种各样的形式,包括售后服 务、比如维护、修理和更换,延长质保服务,定期邮寄信息和免费电话查询和投 诉。 Cust
2、omer service is the integrated series of activities between a supplier and a buyer that enhances the sale and facilitates the effective use of the suppliers products. Customer service covers a wide variety of forms, including after-sale servicing, such as maintenance, repair and replacement service,
3、 extended warranties, regular mailings of information and free call telephone calls in case of enquiries and complaints. Part I An Introduction to Customer Service 产品供应链管理的目标正是为客户提供能有效满足他们需求的产品。技 术层面来说,客户服务就实现客户订单的整个过程。这个过程包括在收订单， 管理付款,挑选整理货物，包装货物、运输和投递委托物, 为终端用户提供售后 服务，处理有可能回收的货物。 An objective of a
4、 well-managed product supply chain is indeed to supply a product to customers in such a way that effectively satisfies their need for the product. Technically, customer service is the entire process of customer order fulfillment. The process includes the receipt of the order, managing the payment, p
5、icking and packing the goods, shipping and delivering the consignment, providing after-sale service for the end-user and handing the possible return of the goods. Part I An Introduction to Customer Service 顾客服务可以根据供应商和顾客的交易发生的地点不一样分为不同类型 。可以分为交易前服务，交易中服务和交易后服务。 Customer service can be grouped accord
6、ing to when the transaction between a supplier and a customer takes place. These groups can be categorized into pre-transaction, transaction and post-transaction components. Part I An Introduction to Customer Service 交易前服务为了到达令人满意的服务而建立有利的环境。它提供了一份客户 服务方针的书面申明，例如，货物什么时候被交付，处理退货和延期交货的程序 是什么，预期计划的运送方法
7、和通知客户的方法是什么。应急计划的建立就是为 了当不可控外部事件或者自然灾害影响正常服务的提供时，建立一个机构实施顾 客服务政策，同时为顾客提供技术培训，产品用户手册。 The pre-transaction component establishes conductive circumstances for desirable customer service. It provides a written statement of the customer service policy, such as when ordered goods will be delivered, the pr
8、ocedure for handling returns and back orders, the methods of shipment and informing customers of the kind of service then may expect. Contingency plans are established for times when uncontrollable external occurrences or natural disasters influence normal service provision, creating an organization
9、al structure to implement customer service policy, and providing technical training and product user manuals for customers. Part I An Introduction to Customer Service 交易前的另一个元素是在可能的情况下供应商是提供先进的高科技设备或者 高级的经久耐用的设备,当时需要创新或改进新模型的时候要及时通知用户。这种 前瞻性的沟通可以提醒用户去检查他们资金投资和可替换的项目的组成和时机。 采取这样的行动的高科技产品供应商能够维护客户关系，甚
10、至在未来增加他们的 竞争优势。所有这些交易前服务潜在的巩固了买家和供应商的关系。 Another element of the pre-transaction component may, in the case of suppliers of high-technology or advanced durable equipment, is to inform users as to when innovative or new improved models, will be available. Such proactive communication could alert users
11、 to the need to review the composition and timing of their capital investment and replacement programmes. Such action by suppliers of high-technology products could enable their client to maintain and even increase their competitive edge in the future. In combination all these pre-transaction aspect
12、s have the potential to enhance sound buyer-supplier relations. Part I An Introduction to Customer Service 交易中服务是在直接把产品交付给顾客的过程中的行为。比如决定库存水平 ，选择运输服务和技术，建立订货-加工程序。这些行为,反过来,影响交货期、订 货的准确性，产品运输和使用时的物理状况。 The transaction component consists of the actions that directly result in the delivery of the produc
13、t to the customer. Examples are determining inventory levels, selecting transport service and technology, and establishing order-processing procedures. These actions, in turn, affect delivery times, accuracy of order filling, physical condition of goods when delivered and product availability. Part
14、I An Introduction to Customer Service 交易后服务的范围是在产品应用期间或者售后使用期间，其目的是为了避免 消费者和使用者使用有缺陷的或功能异常的产品,它提供了产品的可重复使用组件 ，容器，包装的退还,例如,可退还的瓶子，可重复使用的圆筒和货盘。交易后服务 需要处理索赔、投诉和退货;履行产品售后服务保证, 在保修过期后履行产品的维 修协议。客户的期望是有效和高效的售后服务，这个期望对于提高产品竞争力， 让顾客在品质和价格上失去信心的售后服务可能导致产品卖不出去。 The post-transaction component represents the sp
15、ectrum of services need to support the product during application or use after it has been sold; to protect consumers and users from defective or dysfunctional products; to provide for the return of reusable components, containers and packages, for example, returnable bottles, reusable cylinders and
16、 pallets; to handle claims, complaints, and returns; and to fulfil the conditions of product warranties and product maintenance agreements after a warranty has expired. Customers expectations of efficient and effective after-sale service are of great importance in making products competitive, and lack of customer confidence in the quality and price of after-sale services may make products unsaleable. (From: JJ Vog
