深圳翻译南山蛇口公司报价

精诚翻译五周年五折优惠中精诚翻译五周年五折优惠中 5 5 年经验！先翻译后付费年经验！先翻译后付费 学生客户送学生客户送 5050 元优惠券，元优惠券， 可以搜索可以搜索 精诚翻译或精诚翻译或 5050 元翻译元翻译 评分表评分表 - ASM DESC 体系体系 品牌名称雅漾 Brand name： Avene 员工姓名 刘艳姗 Name of staff: Liu Yanshan 服务类型 投诉 1 Type of service: Complaint 通话内容 使用产品产生不适 Content：discomfort in product use 1.欢迎语 Greeting 笑容 Smiling 欢迎语是否符合标准 Whether greeting language conforms to the standard 欢迎语是否清晰明朗Whether greeting language is clear /4 1 客服的欢迎语带有舒服的微笑。The customer service staff smiles when using greeting language. /3 3 “您好，刘小姐，我是雅漾客服代表，工号 327，有什么可以帮助您？ ” /3 3 “Hello, Miss Liu, I am a customer service representative of Avene, my staff no. is 327, what can I do for you?” /3 2 清晰，在欢迎语结尾有语气上扬。 Clear, the tone rises at the end of conversation. 2 . 事件陈述 / 15 Story telling 积极的聆听能力 Active listening skills 客服在对话的过程中积极了解客人信息。如果能更多的抓住重点就更好了。 在客人表示说长期坐办公室室工作时，可以直接跳过无用叙述，例如“如过您出差或者长期在户外进行 活动时推荐您使用 XX 产品”而将此作为在通话尾 部提供的附加信息，比方说，“刘小姐这里我们给到 您一个小贴士，就是在 您如果要进行长时间的户外活动等等”因为当客人发问之后，她最想听的是 解 决方法。 Customer service personnel needs to actively know about the customers information. It is better to find the key point in the dialogue. When the customer gives useless information, the personnel can say “ you can use XX product when you are on business or do outdoors exercise”, “I can give you a tip, you can .if you do outdoors exercise for a long time.”, since what the customer wants most is a solution. 简洁复述： - 客人的情绪 - 客人陈述的事实 - 客人的诉求 提问的关联性与技巧性 Concise retelling: - customers emotions - facts told by customer - customers appeal, related questions and skills 复述还可以更简洁。例如当客人告知主要问题是面部肌肤泛红脱皮，客服在 复述时说道“好的，刘小姐， 我知道。您是在南京大洋购买的 XX 产品”那这 里其实不用再次提及购买地点。注意力和重点应该更多 的放在客人的肌肤状 况和使用的产品上。在客人表示肌肤产生问题未进行安抚，基本掌握了客人 的诉 求。 Retelling should be concise. For example, when the customer says the main problem is exuviation and reddening of face skin, the customer service personnel says”well, Miss Liu, I know you buy XX product at Ocean Department Store in Nanjing”. Attention and focus should be on the customers skin and the product. 提问具有关联性，可以适当提高技巧性。例如：客服提问时说“请问您知道 湿肤的方法吗？”可以更巧 妙的替换成“我们推荐您尝试这样一个正确的湿 肤方法。”如果客人表示用的就是这个正确的方法，那 可以对其进行赞扬和 鼓励；假使客人使用的方法是错误的，也可以避免否定客人的尴尬。客服使 用了 开放性，封闭性，选择性的提问方式快速采集了客人信息。 Questioning should be related, it needs good skills. For example, a customer service staff may say “do you know ways of skin moisturizing?”, it is better to say“we recommend you to try a right way.” If the customer uses the right method, praise and encouragement can be made; if the method the customer uses is wrong, embarrassing situation needs to be avoided.Open, closed and selective questions are asked to quickly collect the customers information. 3.移情作用 3 Empathy 代入能力和服务精神的体现 Substitution ability and spirit of service 对客人选择品牌或产品表示认同和鼓励 Show recognition and encouragement to the customer for choosing the brand and product. 使客人感受到理解以及被照顾 Make the customer feel understood and cared for by us. 2.5 如果客服注意客人的语气和情绪上的变化。并通过自己的语气来影响客服， 使其明显的感觉到客服 是在为其考虑着想的，相信这样效果会更好。 2.5 If the customer service personnel pays attention to change in customers moods and emotions and makes the customer feel that the staff consider his or her interest, it is very effective. 客服在客人叙述过使用了修护保湿霜之后对其进行了肯定。例如“您之前做的也非常好，是可以降低， 甚至缓解这样的一个症状的。” 如果适当的增加一些鼓励效果会更好。 The customer service staff praises and encourages the customer and says “you have done very well, the moisturizing cream can reduce, and even relieve such a symptom, it will be better if you use more. ” 4.解决方案 4.Solutions/16 先提供解决方法再做解释 Provide solutions, and then explain 谨遵热线应答标准 提供的回答与信息是准确而周详的 Answer in compliance with hot line standard，information provided is accurate and complete 使用积极的语言来获得客人信息 Use positive language to collect the customers information 客服在提供解决方法之前，提供的定语略多，如果更契合主要问题的回答会 更好。 Customer service staff use too many attributes before offering a solution, it will be better if answering is more relevant to the main problem. 按照热线应答标准。 According to hot line answering standard. 客服可以更多的注意一下措词的准确性，比方说，“您可以使用医用纱布叠 至两三层。”例如“好的，对的，”并在客人简单而笼统的描述中直接说出 客人所想要的产品。 The customer service staff can pay more attention to wording accuracy, for example, saying “you can use gauze folding it two or three layer.“ and directly pointing to the product the customer wants after his or her simple description. 客服主要使用一些平和的语言来获取信息。如果使用更多的积极语言效果会 更好。 The customer service staff mainly use neutral language to obtain information. It would be better if more positive language is used. 5.总结 确认电话里与客人达成的协议 感谢客人的来电 欢迎客人有其他需求时再次与客服联 5 Summary Confirm agreement made in the calling with customer Thank the guest for calling, welcome the guest to make calling again when there is any other demand. 个性化的结束语 等客人先挂断电话 Personalized ending Wait until the guest hang up the phone 客服可以在对话的尾部，与客人在此确认一下客人的诉求，以及相应的回答 。 “感谢您的来电” 客人表示如果还有问题，在给您打电话好吗。客服立即回答说“欢迎您随时 与我们联系？” At the end of the dialogue, the customer service staff can confirm demand with the guest. Say “thank you for calling!” Say “may I call you later” if the guest have other problems. “感谢您的来电，为了提高我们的服务质量，稍后请根据语音提示为我的服 务做出评价。雅漾祝您生活愉快，再见。” “Thank you for your call, in order to improve our service quality, please evaluate my service later. This is Avene company, I wish you a happy life, goodbye.“ /2 2 等待直至客人挂断电话。 Wait until the customer hangs up the phone. 6.对话品质 6 Dialogue quality 清晰悦耳的声音 Clear and melodious voice 运用具体清楚客观的词汇 Use specific, clear and objective vocabulary 永远使用积极的语言 Always use positive language 交谈的节奏，音量和语速 Pay attention to rhythm,volume and speed of speaking 等待和检索信息的时间控制 Time control during waiting and retrieving information 客服的声音清晰而悦耳。 The customer service staffs voice is clear and sweet. 客服在做出判断前强调“因为现在没有在您的面前，所以法通过观察您的皮肤来判断，但是 根据您的描述 XX。”这里完全可以去掉前面冗长的限定和 重复的叙述。直奔主题，根据 您的描述，我的判断是这个样子的 XX。适当的 使用更清楚且具体的词汇会更好。 The customer service staff replies “Because I cant see you now, I cant make a judgment through observing your skins, but according your description,” In fact, the long description is unnecessary. She can directly says “Based on your judgment, my judgment is that. ” Appropriate use of more clear and specific vocabularies will be better. 可以运用更阳光的措辞来应答.比方说客人在使用产品的方法上有误区,可以 不需要直接告诉客人此方法 是完全错误的.而是告诉客人如果我们推荐使用方 法会达到更好的效果,相信这样会带来更好的效果。 More polite language can be used when it is found that the customers method is wrong, we should not directly tell the customer the method is incorrect, we can say “if you use our method, better results will be found.” 交谈的节奏略显拖沓，可以适当加快。客服的声音表现的有自信且积极开朗。语速可以略微放慢一些会 更好。 The conversation rhythm is too slow, speeding up is needed. The customer service staff seems to be confident and optimistic. It will be better if she slows down a little bit. 没有让客人等待。 Does not let the customer wait. 7 . 奢侈品风格 7 Luxury product style 关心度与服务意识 - 礼仪 - 敏锐度 主动性 - 积极性 Concern and awareness of service - etiquette - sensitivity Initiative-enthusiasm 提供愉快的通话体验 Providing a pleasant talking experience 信赖感 - 忠诚度 升华品牌和产品的形象 Sense of trust-loyalty，sublimation of brand and product image 使用高雅的语言和词汇 Using elegant language and vocabulary 对话的拿捏是否符合品牌印象 Whether dialogue can accord with the brands image. 客服可以表现出更多的关心。客服的问答有礼貌亲切。可以尝试的增加以下敏锐度，根据客人描述的一 些微小细节发现问题。比方说，当客人表示说使 用本品牌产品时，产生了一些泛红的情况，那么解决方 案是 XX，在接下来的 对话当中，就可以改变问题对客人进行引导。 主动通过相关问题采集客人信息， 例如“在使用本产品之前，您的肌肤状况 是什么样儿的呢？”并在客人提出问题之后积极的提供应对的 措施以及答案 The customer service staff can show more concern. The customer service staff answer questions in a polite way, but sensitivity needs to be improved through the following ways. For example, when the customer says reddening occur during the use of the product, then the staff can offer a solution, and change topic to control the situation. Relevant questions, such as “what is your skins condition before using this product” could be asked to gain the customers information, and then provide measures and answers /2 1 客人的情绪有改善。 The customers emotions have improved. /2 1 客服使客人产生了信赖感。 /2 1 The customer service staff make the customer have a sense of trust. /2 0 根据客人的描述，已经采购了较多的雅漾产品，如果给予更多的肯定和 鼓励相信会加深品牌印象。 /2 0 According to customers description, she has purchased many Avene products, her impression of Avene brand could be improved if more recognition and encouragement are given. /2 1 客服可以通过使用更高雅的词汇来丰富自己的语言。 /2 1 The customer service staff can enrich own language through the use of more elegant words. 8 . (从客人的角 度出发)整体服务感觉 /5 8 (From the standpoint of the customer) Overall impression about service. /2 1 客服展现了一个亲切，友好的形象。可以更多的表现一下 /2 1 The customer service represents a cordial and friendly image,and can show a cordial image more. 整体感觉与分析 -附加信息的提供 Overall feeling and analysis-providing additional information 客服普通话标准，耐心地聆听客人的疑问。在客人叙述问题的过程中及时反 馈。给客人以 专业的服务享受。 提供专业的分析，逐条为客人解答并提供解 决方案。在提供附加信息时 可以注意下方法。 The customer service staff speaks standard Mandarin, an can patiently listen to the guests inquiries. She offer timely feedback when the customer describe problems, thus providing the customer professional service. She also provides professional analysis, offering solutions one by one, however, some improvement can be made in the providing of addition information. 优势 Advantages 声音明朗，问答仔细而谨慎。 Clear sound, careful answering and asking 仍需提高 Improvements needed 如何提高提问的技巧性？如何在对话 快速抓住客人诉求方向？ How to improve the skills of questioning? How to find the customers demand in conversation. Thanking Thank Mr. FABRICE for giving me this internship opportunity, which allows me have the chance to know about French luxury goods industry and training industry, thank Miss Cherry for providing guidance in writing of SOP (standardized service process) document, thank Mr Max for help in translation. Introduction Because of introduction from a friend of mine, I had the chance to know about FACE2FACE consulting company in Shanghai. The company is headquartered in Hongkong, and I did internship in Shanghai.The company currently cooperates with Dior, Penerai,AVENE, Bioderma, Dolce&Gabbana, etc. On May 5, 2014, I started doing internship as a project assistant and translator in the company for a period of two and a half months, and left the company on July 20, 2014. Why chose FACE2FACE: First of all, the brands that cooperate with the company are quite attractive for me. As we all know, Dior,AVENE, Dolce&Gabbana are the most well-known brands in Europe, those brands choose the company as a cooperative partner, which shows that they recognize the companys position in the industry well, therefore, I really wanted to do internship in such a company with international background. Secondly, I am a Chinese student studying in France, majoring in international trade, and FACE2FACE is a company which is invested by a French and specializes in luxury goods retail training in the Asia Pacific region,and my cross cultural experiences make me have great advantage when working in this company. In terms of language, we spoke Chinese, English and French within the organization. As for working content, we need to maintain timely communication with Chinese outlets of the European brands and their headquarters in Europe, and revise training programs according to training feedback. Furthermore,although FACE2FACE company has business all over the world, it is a small company, with staff of less than 20 staff, and this is the important reason why I chose it. In a large-size company, staff can only do some repeated work, while I can get more experiences in this small company. Because of my studying experience in France, educational background of international trade, and language abilities-English, French, Chinese, the boss Fabrice allowed me to work there. In the company, I initially took responsibility for Chinese-French-English translation of training documents, because of my business background, overseas experience and language abilities, I adapted to the job quickly. With the increase of translated documents, I began to understand and take part in the companys main business- SOP (standard operation procedure) formulation for Penepai, Dolce&Gabbana and other well-known brands. Finally, I was also responsible f