unit8inclass.doc

By Mary Tucker-McLaughlinGood marketing skills will help you make the first sale; customer service skills will keep your customers coming back. Communication is the key to providing good customer service. Most people think of communication as the ability to speak clearly and to be understood.好的市场营销技巧(subject)会帮助你获得第一单生意，而客户服务技巧(subject)则会帮助你提高回头客率（留住回头客）。而其中(both of which)沟通技巧是提供优良客服的关键。然而(however)通常沟通被误认为只是是说话清晰和相互明白Subject : good marketing skills and customer service skills(coordinating structure) Verbal: contribute to, obtain, win, make, perfect, boost, raise, increase, focus on Modifier: possessive punctuating clause: both of which Good marketing skills are able to contribute its share to win the first sale and also the customer service skills are able to retain the returned customer, both of which focus on the communication that is the key point of rendering good customer service. However, communication are commonly misunderstand as clear speech and understandability (be regard falsely as being speaking clearly and as being understandable ) However, other elements of communication, including the ability to listen and the ability to empathize, are equally if not more important in customer service. Good communicators listen first before speaking.然而，其他的一些沟通要素不能说较之更重要但至可以说同等重要。包括听的能力和引起共鸣的能力，善于沟通的人懂得听优先于说的重要性。Subject: ingredients, elements of communication, it is understandable forVerb: keep breast with, have precedence over, have(of, hold)equal importanceModifier: punctuating clause: which includes, present participle: includingConjunction: even so, neverthelessEven so (nevertheless), other ingredients of communication keep breast with those skills at least if not more important in customer service, including the ability to listen and the ability to empathize. As a matter of fact, it is generally understandable for good communicators that listening is prior to speaking. ListeningListening is more than hearing what someone has to say. It involves a keenawarenessof nonverbal and verbal communication. Good listening takes practice and involves a number of techniques. Good listening with a keenawarenessof nonverbal and verbal communication is more than hearing what someone has to say,which bases on practice and a number of techniques.倾听的优先权要比听同某人说什么重要得多。它包括一个对语言和非语言沟通的主动自觉地意识。良好的倾听技巧需要反复实践练习和许多的技巧。Subject: listening, the first priority, keen awarenessThe priority should be given to, hone the skills Listening is far more superior to hearing what someone has to say, which is keenly aware of nonverbal and verbal communication and need to take practice and a number of knacks.The first priority should be given to listening rather than to hearing what someone has to say. The keen awareness of nonverbal and verbal communication listening requires of honing the skills.Give your full attention to the customer. Stop what you are doing and look the person in the eyes as they are speaking. Help by asking the customer questions. At times, we all have difficulty expressing ourselves. Asking questions helps the speaker identify ways toclarifywhat he is saying. Support the customer. Avoid judging. Help the speaker to feel confident about what he is saying. Listen to what he is saying and not how he says it. Finally, manage your reactions to the customer. Criticizing the speaker will have a chilling effect on his ability to communicate with you. Listen first, and then carefullyrespondwithout passing judgment. (omission)RespondingIn responding to the customer, a good technique to ensure that you understand him correctly is paraphrasing. Paraphrasing involves simply responding by repeating what the speaker said in your own words. In a word, paraphrasing is a good technique to ensure that you understand him correctly ,in another word ,which repeats what the speaker said in your own words. 作为对客户的应答，能确保你正确理解原话的技巧是对原话的释义。解释，简言之，就是用自己的话来解释对方原文的意思。Subject: a good knack (kill) Verb: originate from, root in, be the source of, give expressions to,Modifier: to sum up, in a word, adjective clauseIn response to customer, a good knack to keep the harmony in mutual understands originate from paraphrasis which give expressions to the customers speech in ones own words One skill in response to keeping the mutual understand on right truck originate from paraphrasis, to express the original speech by the mean ones own words.For example, “So if I understand you correctly, the refrigerator that you purchased from us is not maintaining the temperature setting and the contents are then freezing. Is that correct?” This simple technique will ensure that you and the speaker agree about the situation you are discussing.(omission)Choosing the Right WordsWhen speaking with customers, always avoid words that are emotionally charged.当和客户交谈时，总是要尽力避免那些涉及感情色彩的话。当和客户交谈时，那些涉及感情色彩的话语应该尽量被避免。那些含有感情色彩的话语往往会在于客户的交流中中起到负面色彩。Subject: emotionally charged words, it, avoidance, Verb: avoid, pose a negative impact (to, on, in), have a strong effect onEmotionally charged words tend to pose a negative impact in speaking with customers.It should be avoided for the employment of those words covered with emotional area.It is of significant importance to avoid the use of those words covered with emotional area in the course of speaking with customers.The avoidance of those words involved in emotional area is conducive to the better communication with customers.Those emotional words tend to pose a irresistible damage to desired communication with customers, in the view of this, it is extremely important for the avoidance of employment of those words.For example, instead of referring to someone as “anal retentive,” (精神分析：过于注重细节，固执) you could refer to them as “detail oriented.”(omission) Use “I” statements instead of “you” statements. Often, a statement beginning with “you” can make the receiver defensive.通常情况下使用“you”的句子汪汪会导致对方的戒备。对方的戒备通常来自于使用“you”的句子。Subject： “you”statement, receivers defensivenessVerb: lead to, come to conclusion, root in, be source of, originate from ,give rise, causea statement beginning with “you” often come to conclusion that a statement beginning with “you” tends to cause the receivers defensivness.The source of giving rising to receivers defensiveness tends to originate from a statement beginning with “you”Instead of saying “You should stop buying things that dont fit you and then trying to return them.” You could say, “I understand what you are saying is that the clothes you buy at our store never seem to fit you and then you have to return them.” By using “I”, you have now accepted some responsibility in the situation and are working toward a beneficial solution.(omission)Insight on Written Communication and E-mailBecause there is no face-to-face communication with written communication, we have to be even more careful in crafting our messages to customers. Some tips for communicating clearly in writing include using simple, conversational language. 一般而言， 由于书面沟通不是面对面的的沟通形式，我们必须在给用户的信中格外注意信息的传达方式。这里有一些小贴士对清晰的写作有帮助，包括使用简单的会话的语言。一般而言，非面对面的书面沟通形式往往会使得在给客户所传递的信息中非常关注表达方式。这里有一些小贴士对清晰的写作有帮助，包括使用简单的会话的语言Subject: indirect written communication, prudence, carefulness, the priority, importanceVerb: convey, under observation, the priority should be given toModifier: prepersition “with”, absolute construction”there being not”Commonly, indirect written communicatin leads to more carefulness in crafting the messages to customers. There are some tips for communication clearly in writing including using simple, conversational language.Ordinarily, more prudence (carefulness) has to be under observation without face-to-face communication with written communication Generally, there being not face-to-face communciation with written communication, the priority has to be given to carefulness in conveying the messages to customers. Perphaps some tips will be helpful and usable in writing, including using simple, conversational language. Be as brief as possible while still explaining your subject thoroughly. Avoid emotionally charged words. Avoid the temptation to “flame” in e-mails or to use all capital letters as if you are yelling at the person. Use shorter paragraphs in order to keep the communication focused.(ommission)Nonverbal CommunicationAccording to a study by Albert Mehrabian, a UCLA professor, more than 90 percent of our communication is nonverbal.来自Albert Mehrabian 的研究表明，超过90%的沟通是已非语言为特征的。A study from Albert Mehrabian, a UCLA professor, shows that more than 90% of the communications are charactorized by nonverbal language. Nonverbal communication includes dozens of elements: the tone and pitch of our voices, the speed at which we speak, our clothing, posture, hand gestures, eye contact and more. Customer service representatives should be aware of their nonverbal communication with clients at all times. The wrong tone of voice, a hurried voice, lack of eye contact and bad posture canjeopardizerelationships with clients. Sending the wrong message nonverbally can change the perception of a verbal message. For example, a sarcastic tone of voice when saying “May I help you” completely changes the way a customerperceivesthis seemingly innocent greeting.EmpathyEmpathyis a learned response. It is different thansympathy, as you are actually placing yourself in the other person”s situation versus feeling sorry for them. 共鸣是一种需要学习的应答技巧。与同情不同，它需要站在别人的角度上考虑问题，而不是仅仅同情别人.Subject: empathy, Verb: take a view, consider, Empathy, a learned response skill different with sympathy, is charactorized by taking a view on others side of hedge rather than by feeling sorry for them.Empathy, regarded as a learned response skill different with