物流英语 作者 刘晶璟 熊秀琼 Unit Seven Customer Service.pptVIP

Unit Seven Customer Service 在线教务辅导网： 教材其余课件及动画素材请查阅在线教务辅导网 QQ:349134187 或者直接输入下面地址： Preview of the text Answer the following questions and discuss your answers in class. 1）What is customer service? 2）Do you think customer service is important? Give your reasons. Part I Eight Rules for Good Customer Service The Definition of Customer Service Customer service is normally defined as the service provided 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, product availability, in other words, the total activity of servicing the customer. Two Elements of Customer Service basic service value-added service Basic service 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. value-added service Such service exceeding the basic level is called value-added customers. Once the 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. The Role of Customer Service 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. Eight Rules for Good Customer Service Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won’t be profitable for long. (1) Answer your phone. But make sure that someone is picking up the phone when someone