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1、LOGISTICS ENGLISH,Lecturer: Junjun WEI AUG 2011,Chapter 2 Customer Service,Text 1 What is Customer Service Dialogue 1 Delay of DeliveringText 2 How to Improve Customer Service Level Dialogue 2 Making a Complaint,Text 1 What is Customer Service,New Words and Phrasesdelivery n. 交付，递送 internal adj. 内部
2、的 external adj. 外部的 wholesaler n. 批发商 retailer n. 零售商 stimulate v. 刺激，鼓舞 manufacturer n. 生产商，制造商,Text 1 What is Customer Service,New Words and Phrasessupplier n. 供应商 availability n. 有效性，可利用的 element n. 元素，成份 exceed v. 超出，超越 undertake v. 着手，履行 process n. 过程，进展 utility n. 效用,Text 1 What is Customer Se
3、rvice,New Words and Phrasesoutput n. 产出 supply chain 供应链 end-user 终端用户 down-stream enterprises 下游企业 after-sales service 售后服务 value-added service 增值服务,Text 1 What is Customer Service,【Part 1】What is Customer?（什么是客户？）In logistics system, the term customer means the object of delivery, or simply speaki
4、ng, persons or units that receive the goods. In practice, it can be considered as being composed of two parts -internal and external customers. The internal customers involve persons or departments within a firm. In contrast, external customers, in the supply chain, range widely from wholesalers, re
5、tailers, end-users to other down-stream enterprises. Whoever the customers are, their demand for logistics service acts as a driving force that stimulates the development of logistics.,Text 1 What is Customer Service,1In logistics system, the term customer means the object of delivery, or simply spe
6、aking, persons or units that receive the goods.在物流系统中，“客户”一词是指递送服务的对象，简单来说就是接受货物的个人或单位。2In contrast, external customers, in the supply chain, range widely from wholesalers, retailers, end-users to other down-stream enterprises.相反而言，外部客户分布于供应链各个部位，从批发商、零售商到最终用户或其他下游企业。,Text 1 What is Customer Service
7、,3Whoever the customers are, their demand for logistics service acts as a driving force that stimulates the development of logistics.不论客户是谁，他们对物流服务的需求驱动刺激着物流业的发展。,Text 1 What is Customer Service,【Part 2】The Definition of Customer Service（客户服务的定义）Customer service is normally defined as the service pr
8、ovided to the customer from the time the order is placed till the order is delivered. In fact, it is much more than this. It contains every aspect of the relationship between the manufacturer, supplier and customer. Under this definition it includes price, product range on offer, after-sales service
9、, product availability, in other words, the total activity of servicing the customer.,Text 1 What is Customer Service,Customer service is normally defined as the service provided to the customer from the time the order is placed until the order is delivered.客户服务通常被定义为从下订单开始到订单履行结束期间为客户提供的服务。Under th
10、is definition it includes price, product range on offer, after-sales service, product availability, in other words, the total activity of servicing the customer. 在这种解释下，客户服务包括价格和产品的变化、售后服务以及产品的可得性，换言之，就是服务客户的所有活动。,Text 1 What is Customer Service,【Para 3】Two Elements of Customer Service（客户服务的种类）Almos
11、t no company provides all its customers with the same level of customer service. The service contains two major elements-basic service and value-added service. Basic service refers to the basic level delivered to all customers, whether less profitable or most profitable, they should receive service
12、not lower than this level.,Text 1 What is Customer Service,In addition to basic service, firms sometimes offer extra service such as personal package to certain customers, who are considered as key customers by the firm. Such service exceeding the basic level is called value-added customers. Once th
13、e firms decide to provide value-added service for customers, they are immediately involved in the activities of customizing. Of course, firms have to undertake basic service promise before engaging in value-added service.,Text 1 What is Customer Service,Almost no company provides all its customers w
14、ith the same level of customer service.几乎没有公司为所有客户提供单一的服务水平。Basic service refers to the basic level delivered to all customers, whether less profitable or most profitable, they should receive service not lower than this level. 基本服务是指提供给所有客户的基本服务水平，无论利润微薄还是丰厚，客户都应得到不低于该水平的服务。,Text 1 What is Customer
15、Service,In addition to basic service, firms sometimes offer extra service such as personal package to certain customers, who are considered as key customers by the firm.除了基本服务，对于公司的某些关键客户，公司为他们提供诸如个性化包装等的额外增值服务。Of course, firms have to undertake basic service promise before engaging in value-added s
16、ervice.当然，公司必须在提供增值服务之前履行基本服务的承诺。,Text 1 What is Customer Service,【Part 4】The role of Customer Service（客户服务的作用）In the process of logistics integration customer service plays a significant role. Logistics system, with functions of transportation, warehousing and other associated activities, creates t
17、ime and place utility for products. It tries to ensure that the customers receive the right product in the right place, at the right time, in the right condition, and at the right price. Besides, a customer can not be satisfied unless he obtains an on-time and accurate delivery which can only be provided by perfect logistics system. Customer service is thus considered as the output of logistics system.,
