客户关系.pptVIP

上海财经大学－商务英语课程 上海财经大学－商务英语课程 Customer Relations -客户关系 NO. 30 * Pro-active customer care：积极主动的客户服务 Anticipating and meeting customer needs at critical points of the customer life-cycle. Follow-up：后续服务工作 The process or act of returning a customer’s call on an issue or executing a task to address a customer’s concern. * Feedback：反馈意见 The process of giving and receiving input in the form of comments, opinions, observations, and analysis to either validate or invalidate the customer service system. Customer touch-points：关注客户的情感点 Specific actions that are carried out at measurable intervals during a customer life-cycle. * Customer loyalty：客户忠实度 Condition where a customer, because of favorable experiences with a product, service, or company, voluntarily and gladly chooses to remain a loyal consumer of that product, service, or company. Value proposition：增值建议 The characteristic of enhancing the desirability of a product, service, or brand identity by adding further intrinsic value to the existing package. * Tracking learning：追踪与总结 Process of measuring the entire customer-care life-cycle and system including all its’ critical waypoints, to modify, improve, or remove any touch points necessary to improve the process even further. Best practices / World-class practices：最佳方案/世界一级方案 These are practices or ways of meeting or exceeding customers’ expectations, which have evolved to such a high standard that no immediate changes need to be made to the process or system. * Usage Following are some usage examples for terms associated with customer relations: （以下是一些客户关系相关的术语范例：） Let’s be more pro-active with our customers. I want them to know we value their business, especially repeat business. Set up a reward system for that. * Has the follow-up to that customer’s complaint been done yet? I want you to include a self-addressed, postage-paid feedback from all of our products. Our customer touch-point intervals are too long. Let’s shorten them all by a wee