顾客服务 - 中级.doc

顾客服务 - 中级24x7 (adverb phrase) = 每周 7 天，每天 24 小时always available; an abbreviation for 24 hours per day, seven days per weekMany call centers are open 24x7. You can call them whenever you need help.active line (noun phrase) = 活动线路a telephone line that is ready to transmit dataDuring busy periods of the day, we sometimes run out of active lines, so customers have to wait longer.adherence (noun) = 坚持the degree to which agents or technicians are able to follow their planned work scheduleA difficult problem can take a long time to resolve, and that can affect an agents adherence.agent (noun) = 座席an employee in a customer service department who is responsible for directly helping customersIn our customer service department, we have 15 agents. At least five of them are on duty during each shift.analyst (noun) = 分析员an employee who is responsible for defining problems and developing processes for resolving themAfter only a few months, our new analyst greatly improved the efficiency of our customer service department.apologize (verb) = 道歉say that you are sorry for doing somethingCustomer service representatives often need to apologize to customers for problems with a product or service.arrival time (noun phrase) = 到达时间the time at which a technician reaches a customer in response to a service requestWe received the service request at noon and acted quickly. The technicians arrival time was 1:35.assignee (noun) = 被指派人an employee who is given the responsibility for managing and resolving a particular customer service requestMany companies have a system for tracking customer service requests and the assignees who are resolving each problem.顾客服务 - 中级 (2)assignment (noun) = 指派a procedure set up by a customer service department to designate an agent or technician to handle a customer service requestAfter an assignment is made, our department monitors the situation until it is resolved.baseline (noun) = 基线a current statistic or standard that will be used to measure future progressWe will use last years total sales as a baseline for measuring our sales success this year.be afraid that (verb phrase) = 恐怕an expression used to introduce bad newsI am afraid that we havent been able to locate your order yet.behavior (noun) = 行为a persons actionsSupervisors watch the behavior of customer service agents closely to make sure they are polite and helpful to customers.benchmark (noun) = 基准a standard that researchers use when making comparisons or measurementsThe latest research from that institute is so excellent that it will serve as a benchmark for future research.benchmark (verb) = 基准compare a companys performance in specific areas to that of industry leaders in order to measure progressWe benchmarked our customer satisfaction statistics against two leaders in our industry and identified three areas for improvement.best practice (noun phrase) = 最佳实践a specific procedure within an industry that is recognized as being better than other procedures that accomplish the same goalOur approach to handling customer complaints is considered a best practice in the industry.body language (noun phrase) = 身体语言non-verbal human communication that includes facial expressions, gestures, and the distance maintained between peoplePeoples body language can tell us more about their feelings than their words do.broken (adjective) = 破裂的not working; faultyCustomer service representatives receive many complaints about broken products.顾客服务 - 中级 (3)business-to-business (adjective phrase) = B2BB to B or B2B; used to describe contact with customers which are primarily companies rather than individual consumersOur customer service team handles primarily business-to-business contacts.call monitoring (noun phrase) = 呼叫监控a procedure in which a supervisor listens to a phone call between an agent or technician and a customer as part of a training process or as part of quality assuranceSupervisors use call monitoring to help make sure that new agents are receiving the proper training.call routing (noun phrase) = 呼叫路由the procedure of transferring a customer from one agent, technician, department, or location to another oneWe have sophisticated call routing in place to make sure that customers can talk to someone who understands their problem.call screening (noun phrase) = 呼叫筛选the process of collecting basic information about a customer before transferring the call to an agent or technicianCall screening helps call centers transfer customers to an appropriate agent or technician quickly.call volume (noun phrase) = 呼叫量the total number of calls handled by a call center during a set period of timeOur call volume is highest in the morning.caller ID (noun phrase) = 主叫方代号a telephone feature in which the telephone number of the person making the call appears in a screen on the telephone of the person being calledCaller ID saves time for call center agents because they dont have to ask for the callers phone number.case (noun) = 案例a description of a customers problem and the associated solutionAccurate records of cases can help companies track the frequency of specific problems.case library (noun phrase) = 案例库a storage area, usually on a server, where a company collects its descriptions of customer problems and the solutions for the problemsAn up-to-date case library is the foundation of good technical support.顾客服务 - 中级 (4)closure (noun) = 关闭the last step in the customer service process, during which the customers problem is solvedTo ensure customer satisfaction, agents and technicians should try to reach closure as quickly as petitive price (noun phrase) = 竞争价格a price for a product or service that is close to the prices offered for the same product or service by other companies in the same industryMy company offers competitive prices for all of our products, and most of our prices are below those of our petitor (noun) = 竞争对手a company or organization that provides the same products and services as another oneWe try hard to provide better customer service than our plaint (noun) = 投诉a statement of a problem that a customer has with a companys product or serviceMost large companies have a sophisticated procedure for handling pleted contact (noun phrase) = 完成的联系a request for customer service that goes through a complete cycle, ending in resolution of the problemSome problems are difficult to resolve, so not all customer service calls become completed posure (noun) = 冷静a calm feeling or attitudeIt is important for customer service agents to keep their composure when dealing with an angry customer.consistent service (noun phrase) = 一致的服务the process of delivering the same level of help to customers at different timesCustomers expect that they will receive consistent service. If they do not, their satisfaction will drop.contract (noun) = 合同a legal agreement, usually in writingCustomers often have the option of purchasing a service contract that increases the level of support they can receive from a company.contract (noun) = 合同a written legal agreementIts important to read a contract thoroughly before signing it.顾客服务 - 中级 (5)coverage (noun) = 覆盖范围the hours of operation of a customer service centerWe provide continuous coverage for our customers, so we are never closed.coverage (noun) = 覆盖范围the scope of protection provided by an insurance policyYou should talk with your insurance agent to decide how much coverage you need.crash (verb) = 崩溃stop working suddenlyMy computer crashed and I lost a lot of data.crash (verb) = 崩溃shut down or stop working; primarily used in reference to computersWhen my computer crashed, I lost a lot of important data.cross training (noun phrase) = 交叉培训a process in which employees learn skills from other positions and departments in order to increase their knowledge of the company as a wholeAs part of our cross training, agents learn about our companys complete product line.customer (noun) = 客户any person authorized to receive support from the support centerOur help desk mainly supports internal customers.customer experience (noun phrase) = 客户体验what someone remembers and feels after an interaction with a companyGood customer service can result in a positive customer experience.customer satisfaction (noun phrase) = 客户满意度a positive feeling that a customer has after receiving good service from a companyWhen customer satisfaction is high, people will buy the companys products or services in the future.customer satisfaction survey (noun phrase) = 客户满意度调查a process in which the opinions of customers regarding their satisfaction with the products and services of a company are systematically collected, usually by using a questionnaireWe ask all customers to fill out a customer satisfaction survey so that we can identify the areas that we need to improve.顾客服务 - 中级 (6)customer service (noun phrase) = 客户服务the complete group of all procedures and policies that a company uses to satisfy the people who buy its products and servicesCustomer service is an extremely important part of a companys success.customer service procedures (noun phrase) = 客户服务流程the steps and routines that an organization puts in place to ensure good customer serviceClear customer service procedures greatly help new agents and technicians deal effectively with customers.customer service representatives (noun phrase) = 客户服务代表employees of a company whose primary responsibility is to solve the problems customers are having with the companys products or servicesSkilled customer service representatives can have a positive impact on customer satisfaction.customer-centric (adjective) = 以客户为中心used to describe an organizational strategy that focuses resources on gathering and interpreting information about customersTo keep up with the competition, technology companies have to be completely customer-centric.decentralized (adjective) = 分散的used to describe a customer service organization that has several different locationsA decentralized help desk has the advantage of being physically closer to customers, allowing technicians to help customers at their offices.dedicated (adjective) = 专职的used to describe agents or technicians assigned to a particular project or customerWe have four dedicated technicians who only work for our most important customer.defective (adjective) = 有缺陷的broken or imperfectDefective products create terrible problems for customer service representatives.delivery charges (noun phrase) = 送货费the amount of money that a customer pays for a product to be shippedIf delivery charges are high, it will discourage customers from buying products online.delivery date (noun phrase) = 送货日期the day on which a company tells a customer that a product will arriveI was unhappy with the online book company because my shipment of books arrived a week after the delivery date that they told me.顾客服务 - 中级 (7)diagnostic (adjective) = 诊断used to describe any process whose purpose is to find the cause of a customers problem and identify a solutionWe have a very sophisticated diagnostic procedure for helping our customers.directions (noun) = 指导说明written text that tells a customer how to use a product or service; instructionsClear directions make it easier for customers to use a product.dissatisfied (adjective) = 不满意的unhappyCustomer service representatives often have to deal with dissatisfiedcustomers.elevate (verb) = 提升transfer a customer to a higher level of technical supportWhen a technician does not have enough knowledge to help a customer, he or she elevates the customer to someone with more experience.environment (noun) = 环境the physical area of a call center or customer service departmentTo be effective, customer service representatives need a quiet environment that has appropriate lighting and well-designed equipment.ergonomics (noun) = 人机工程学the study of the effect of a work environment on the physical condition of the workersA lot of people spend their entire day on the telephone and at the computer, so many companies rely on ergonomics to make sure employees are comfortable at work.escalate (verb) = 升级raise the priority level of a customer service request so that the problem is dealt with more quickly or with more agents and techniciansWe received a service request from a very important customer and immediately escalated it.expectation (noun) = 期望the level of service and product quality that a customer thinks should be provided by a companyCustomer expectations are an extremely important factor for companies to consider when they develop customer service procedures.flexible (adjective) = 灵活used to describe a person who can adjust or adapt to different situationsBecause customers have so many different problems and such different personalities, it is important for customer service representatives to be flexible.顾客服务 - 中级 (8)follow up (verb phrase) = 跟进contact a customer after a service request in order to verify that the agent or technician provided the solution or information that the customer neededSuccessful customer service departments know that its important to follow up on customer service requests.front-line staff (noun phrase) = 一线员工company employees who interact directly with customersIt is extremely important that a companys front-line staff know how to communicate clearly with customers.generalist (noun) = 通才an agent or technician who has a wide range of knowledge about a companys products and services but may not be able to handle problems that require detailed technical knowledgeTypically, the first agent or technician that a customer talks to is a generalist.glitch (noun) = 小故障a defect or problemWhen customers report a product glitch, the customer service representative should pass on the information to the appropriate department so that the problem can be solved.guarantee (noun) = 担保a promise, usually in writing, that a product will perform to a specific standard for a set period of timeWhen I bought my computer, it came with a guarantee that promised free repairs for two years.handshake (noun) = 握手the procedure by which an agent or technician transfers a customer to another agent or technician, usually at a higher level, in order to ensure that the customers problem is resolvedAgents need to be careful when they transfer a customer to another agent so that the call isnt accidentally terminated during the handshake.headset (noun) = 听筒telephone equipment that consists of earphones for receiving sound and an attached microphone for speakingHeadsets allow agents and technicians the free use of their hands.help desk (noun phrase) = 帮助台a part of a company whose purpose is to provide technical information and assistance to customersMost help desks are located in call centers.顾客服务 - 中级 (9)home agent (noun phrase) = 在家办公的座席a call center employee who works from a private residenceMany call centers use part-time home agents during peak times to supplement their full-time staff.incident (noun) = 事件a customer service requestHandling incidents takes up the majority of a call centers time.instant messaging (noun phrase) = 即时消息a communication method that uses the Internet to transmit messages and immediately display them in a window on the screenSome customer service departments use instant messaging to communicate with customers.instant messaging (noun phrase) = 即时消息传送IM; a popular way to communicate on the Internet using text messagesMy son likes instant messaging because he can talk with his friends while he does his homework.instructions (noun) = 使用说明written text that tells a customer how to use a product or service; directionsCustomers often call customer service when they dont understand the instructions for a ercept message (noun phrase) = 截段消息recorded information about current conditions, such as a power outage in a particular area, that is given to customers when they first access a call systemIntercept messages should contain as much specific information as possible.knowledge asset (noun phrase) = 知识资产a piece of valuable information about a companys products or services that agents and technicians need to knowNew agents and technicians need comprehensive training to make sure they have all of the knowledge assets that they need.known error (noun phrase) = 已知错误a problem in a product or service that has been identified but not fixedIt is important to notify customers of a known error even if there is not yet a solution for the problem.顾客服务 - 中级 (10)log (noun) = 日志an area in a problem-management system where agents and technicians enter the details of customer service incidentsA log allows companies to track customer-service requests in order to see which problems are the most common.monitor (noun) = 显示器the screen that displays information from a computerI need a large monitor because I do a lot of desktop publishing.monitor (verb) = 监控listen to an agents conversation with customers in order to evaluate the quality of the interactionManagers in customer service departments often monitor their employees phone calls to ensure a consistent level of quality.off-peak (adjective) = 非高峰期used to describe a period of time that is not one of the busiestCus