客服英语词汇.doc

Glossary of Terms The A-Z of customer service. Many words we use regularly in a customer service context also have a more general meaning. This can lead to confusion, so we’ve put together a glossary of customer service terms. We’ve been as precise as possible so that we’ll hopefully all be ‘speaking the same language’. You’ll find each term listed by its first letter. Added Value Added Value is the extra, over and above the basic product or service offer that an organisation makes to its customers. This added value represents extra benefits that can truly delight the customers and keep them loyal. For example; ‘buy one get one free’ is an added value offer. It goes beyond the service offer and surprises and delights the customer. Lower prices may be the ‘service offer’ but then a 50% reduction on price will give the shopper added value.Similarly a sudden ‘free upgrade’ in a hotel room or on an aeroplane would stay in a customer’s memory and encourage return business. Behaviour The way that you do things. You do things in a particular way because of ? how you feel ? what you want ? how other people treat you. In any customer service transaction, the behaviour of the customer and the behaviour of the service deliverer is affected by the way they treat each other. Behaviour therefore affects the quality of the customer experience because the way the service deliverer behaves affects the way the customer feels about the customer service Body Language We communicate using words but they don’t usually tell the whole story. Body language is a collection of expressions on our face and gestures we make. Very often body language tells us more about what somebody is actually thinking than the words they use. When you are dealing with a customer you can learn a lot about what he or she is thinking from the body language. This also means that you need to be aware of the messages you are giving to the customer through your own expressions and gestures – your own body langua