顾客服务英语词汇.doc

顾客服务 - 高级abandon rate (noun phrase) = 放弃率the percentage of customer calls that are terminated by the customer before reaching a customer service representativeOur abandon rate was 23% last year, so we increased our call center staff to shorten customers waiting time. 未提供注释。activity codes (noun phrase) = 活动代码sequences of numbers and letters entered by an agent after a customer service interaction to categorize the customers situationCommon problem types and information requests are assigned activity codes to help agents identify customer trends. 未提供注释。activity measure (noun phrase) = 活动度量a value that is given to a step in a process as part of an evaluation procedureAt most help desks, every part of the customer service process has an activity measure to help ensure quality. 未提供注释。after call work (noun phrase) = 呼叫后工作ACW; routine tasks that an agent or technician must complete interacting with a customerAfter call work includes updating the customer database with the most recent information about the customers situation. 未提供注释。agent group (noun phrase) = 座席组a team of customer service representatives who handle similar types of problemsThe members of an agent group can share information to help them develop an in-depth understanding of one type of situation. 未提供注释。agent occupancy (noun phrase) = 座席占用率the percentage of time that a customer service representative spends actively handling contacts with customersAgent occupancy is a good measure of the efficiency of a customer service team. 未提供注释。artificial intelligence (noun) = 人工智能AI; the part of computer development that attempts to imitate the methods that humans use to thinkIn the future, call systems using artificial intelligence will be able to help customers solve problems much more efficiently. 未提供注释。As-Is activity model (noun phrase) = 现况活动模型a representation that shows how a business process or procedure currently worksAn As-Is activity model is extremely useful because it serves as a baseline for judging the effectiveness of changes to a process. 未提供注释。顾客服务 - 高级 (2)authorizer (noun) = 批准人a designated individual in a customer service organization who has the power to approve time or money spent dealing with customer service requestsWe have two authorizers at our help desk, the manager and the assistant manager, and one of them must approve all expenses. 未提供注释。automated call (noun phrase) = 自动呼叫a phone call that is managed entirely through technology without assistance from a human agent or technicianSome of the calls that we receive require the involvement of a person, but about 30% are handled as automated calls. 未提供注释。automatic call distributor (noun phrase) = 自动呼叫分配器ACD; phone systems that route calls or manage phone queues without human assistanceOur automatic call distributor can manage over 200 calls at a time. 未提供注释。automatic number identification service (noun phrase) = 自动号码识别服务ANIS; a system that displays the telephone number of incoming callsOur automatic number identification service saves our agents a lot of time because they dont have to ask for the customers telephone number. 未提供注释。automatic software distribution (noun phrase) = 自动软件分发the process of making software available to customers from a server with no human involvementAutomatic software distribution has saved our customer service department a lot of time because customers dont have to wait for us to send them the software they need. 未提供注释。auxiliary work state (noun phrase) = 辅助工作状态the time that an agent spends completing tasks that do not involve talking with customersWhen an agent is filling out paperwork about a call with a customer, he or she is in an auxiliary work state. 未提供注释。average handling time (noun phrase) = 平均处理时间AHT; the mean amount of time that is required to deal with a customer service request from when the customers call is received to closureWe saved a lot of money this year by reducing our average handling time by about 10%. 未提供注释。顾客服务 - 高级 (3)average hold time (noun phrase) = 平均持线时间the mean amount of time that customers must wait before reaching an agent or technicianCompanies that have long average hold times may have unhappy customers. 未提供注释。average speed of answer (noun phrase) = 平均应答速度ASA; the mean amount of time that passes before an agent or automatic system acknowledges a phone callOur research showed that our average speed of answer is five seconds, but we want to reduce it to four seconds. 未提供注释。branch (noun) = 分公司a local office of a bankMy bank has a branch in my neighborhood, so its very convenient for me. 未提供注释。branch (noun) = 分支a specific path within a decision system or treeIt was difficult to program our call system with the number of branches needed for the wide range of customer needs. 未提供注释。calendar time elapsed (noun phrase) = 经过的日历时间the period of time from the receipt of a customer service request and the satisfaction of the requestCalendar time elapsed can be quite long for requests that involve ordering parts or researching a problem. 未提供注释。call back (noun phrase) = 回拨a telephone call from a customer service department in response to a customers service requestGood customer service departments make their call backs within 24 hours. 未提供注释。call capture rate (noun phrase) = 呼叫接通率the number of calls handled by a customer service department divided by the total number of calls, expressed as a percentageThe call capture rate is a good indicator of the efficiency of a call center. 未提供注释。call category (noun phrase) = 呼叫类别a group of calls classified by the type of problem involvedOur calls generally fall into five call categories, with software calls being the largest. 未提供注释。顾客服务 - 高级 (4)call metrics (noun phrase) = 呼叫指标all of the statistical data about customer phone calls that a call center collectsCall centers collect a variety of call metrics, including number of calls, time spent on each call, and the time customers wait to speak to an agent. 未提供注释。call processing rate (noun phrase) = 呼叫处理率the number of calls handled by a customer service department during a specified period of time, usually an hour or a dayOur departments goal for next month is a call processing rate of 1,000 calls per day. 未提供注释。call routing table (noun phrase) = 呼叫路由表a chart which outlines where to transfer various types of customer service requestsIn our call center, the call routing table is organized according to the type of problem so that software and hardware calls go to different locations. 未提供注释。career pathing (noun phrase) = 职业发展途径the process of planning the future training, development, and promotion of customer service agents and techniciansCareer pathing is extremely important to motivating agents and technicians. 未提供注释。case-based reasoning (noun phrase) = 基于案例的论证the process of matching the description of a current problem with a description of a past problem that was successfully solved in order to create a list of possible solutions to the current problemCase-based reasoning can often produce a successful solution to a problem when an agent or technician has not been able to. 未提供注释。centralized support (noun phrase) = 集中支持a customer help center in a single location that provides customer service to multiple locationsOne advantage of centralized support is the efficiency of having agents and technicians able to easily share information. 未提供注释。churn (noun) = 流失the process in which customers leave one company to try the services or products of a different companyGood customer service can reduce churn and help retain customers. 未提供注释。code of practice (noun phrase) = 行为规范a guide from a professional organization associated with a particular industryMost codes of practice include guidance on dealing with customers. 未提供注释。顾客服务 - 高级 (5)collaborative filtering (noun) = 协同过滤the process by which a company provides recommendations for future purchases based on the customers past purchases and on the purchases of customers who bought similar productsUsing collaborative filtering, a company can often inform customers about useful products that they didnt know about. 未提供注释。comparable organization (noun phrase) = 对等组织a company or organization that provides a similar service to another company or organizationTo judge a non-profit organizations customer service, it is helpful to look at how a comparable organization is performing in that area. 未提供注释。computer telephony (noun phrase) = 计算机电话hardware and software that help agents and technicians handle customer service requestsComputer telephony makes it possible for agents to handle a much larger volume of incidents. 未提供注释。context-sensitive help (noun phrase) = 上下文相关的帮助a system of assistance that provides specific advice or solutions based on the particular task that the customer is attemptingContext-sensitive help is effective because it presents the customer with a highly relevant piece of information about the customers specific situation. 未提供注释。contingency model (noun phrase) = 权变模式a way of viewing an organization that takes into account all of the factors that form it, including organizational structure, employees, customers, and changes external to the companyThe contingency model helps people understand the complex forces that shape an organization. 未提供注释。continuous improvement (noun phrase) = 持续改进eliminating waste and increasing value by constantly making products, processes, and facilities betterAs part of our program of continuous improvement, we ask all of our customers to take a customer satisfaction survey so that we understand what changes they would like to see. 未提供注释。cost per agent (noun phrase) = 每位座席成本a measure of the efficiency of a call center that is the total expense of operating the call center divided by the average number of agentsA low cost per agent indicates that call center operations are not spending excessive amounts of money. 未提供注释。顾客服务 - 高级 (6)cost per call (noun phrase) = 每次呼叫成本a measure of the efficiency of a call center that is the total expense of operating the call center divided by the total number of calls handled by the agents and techniciansOur cost per call decreased as more customers bought our products and called for technical help. 未提供注释。costs and resources (noun phrase) = 成本和资源the money, time, and staff spent delivering customer serviceAccountants are responsible for accurately tracking the costs and resources used to provide customer service. 未提供注释。cross-selling (noun) = 交叉销售a sales technique in which an agent or technician uses some of the time with a customer to sell an additional product or serviceCross-selling can help a company introduce a new product to existing customers. 未提供注释。customer charter (noun phrase) = 客户约章a written statement of the services that an organization offers its customersA customer charter is a general statement of the level of service an organization plans to provide, not a contract with individual customers. 未提供注释。customer feedback (noun phrase) = 客户反馈customer opinions that a company collects regarding the quality of a companys products, services, and customer serviceMany companies use surveys and focus groups to get customer feedback. 未提供注释。customer interface (noun phrase) = 客户界面the tools that agents and technicians use to communicate with customersWe have a sophisticated customer interface that allows customers to contact us by telephone, email, fax, or through our online help pages. 未提供注释。customer loyalty (noun phrase) = 客户忠诚度a positive feeling that customers have about some companies that brings the customers back to the business repeatedlyA company must work hard to make its customers happy and develop customer loyalty. 未提供注释。customer perception (noun phrase) = 客户认知度an impression or opinion that a customer has after interacting with a companys employeesPositive customer perceptions are important to creating a satisfied customer base. 未提供注释。顾客服务 - 高级 (7)customer relationship management (noun phrase) = 客户关系管理CRM; the procedures and tools that an organization uses to interact with customers effectively and in an organized wayTechnology companies have developed extremely sophisticated customer relationship management software to track extensive information about customers. 未提供注释。customer relationship management analytics (noun phrase) = 客户关系管理分析software programs that allow organizations to analyze customer data in order to improve customer serviceCustomer relationship management analytics can be expensive but it is worth the price if the quality of customer service improves. 未提供注释。customer rights (noun phrase) = 客户权利a protection or privilege that a customer has by lawIn some regions, customer rights are strongly protected by government regulations. 未提供注释。customer service transaction (noun phrase) = 客户服务事务处理an event in which a service deliverer provides information, a product, or a service to a customerWe have formal procedures to guide all types of customer service transactions. 未提供注释。data mining (noun phrase) = 数据挖掘the process of using sophisticated software to examine customer data in order to identify trends and tendenciesData mining can help a company categorize problems that are reported so that the most serious are dealt with first. 未提供注释。data protection legislation (noun phrase) = 数据保护法laws that regulate the storing of personal information about customersIn many areas of the world, strong data protection legislation prevents companies from giving personal information about customers to third parties. 未提供注释。decision tree (noun phrase) = 决策树a guidance system for agents and technicians that uses a logical branching structure to indicate the next step when a customer gives a particular responseDecision trees are extremely helpful for new agents and technicians, who may not know what to do next after they get information from a customer. 未提供注释。decision tree (noun phrase) = 决策树an illustration that shows each step in a process, the possible choices and possible outcomes, and connections to other decisionsWhen we were planning to relocate the office, creating a decision tree helped us visualize the choices we needed to make. 未提供注释。顾客服务 - 高级 (8)disability discrimination legislation (noun phrase) = 残疾人歧视法laws that protect people with disabilities and ensure that they receive the same customer service as other customersDisability discrimination legislation is often complex, so customer service departments need to research the laws carefully to ensure that they are following the law. 未提供注释。disaster recovery (noun phrase) = 灾难恢复a customer service centers plans for dealing with such contingencies as the failure of electrical power or a natural disasterCustomer service departments must have a solid plan for disaster recovery to avoid an interruption in their service. 未提供注释。end user (noun phrase) = 最终用户the person who buys and uses a computer product or serviceThe end users of our software are generally college students. 未提供注释。end user (noun phrase) = 最终用户the person who uses a companys product or serviceFor a company to be able to design high-quality products, it must know who the end users will be. 未提供注释。equal opportunity legislation (noun phrase) = 机会均等法government regulations whose purpose is to ensure that staff members do not discriminate against customers or other staff membersEqual opportunity legislation covers both the employees in customer service departments and the customers in stating that companies must be careful to provide equal customer service to everyone. 未提供注释。external customer (noun phrase) = 外部客户someone from outside the customer service centers parent organization who contacts the service center regarding an item he or she has purchasedOur customer service department generally deals only with external customers who have purchased our products. 未提供注释。fax on demand (noun phrase) = 按需传真an automatic system in which a customer can use a touch-tone phone to request that a document be sent to a fax machineSince it doesnt involve human employees, fax on demand can save a company a lot of money. 未提供注释。顾客服务 - 高级 (9)first-contact resolution (noun phrase) = 第一次联系解决方案a situation in which an agent or technician is able to solve a customers problem in one sessionFirst-contact resolution saves time for both the customer and the company. 未提供注释。first-level support (noun phrase) = 一级支持the agents and technicians, usually people with general technical skills, who initially handle customer service requestsIn a well-run customer service department, first-level support can handle most customer questions and problems. 未提供注释。health and safety legislation (noun phrase) = 健康安全法规government regulations whose purpose is to ensure that an organization has taken steps to protect customers and staff from health or safety hazardsHealth and safety legislation protects customers and employees, but companies must make sure that they understand the specific legislation for the regions where they operate. 未提供注释。inquiry (noun) = 查询a request from a customer for information, rather than for a solution to a problemAbout 50% of our service requests are inquiries, not requests for help with a problem. 未提供注释。Institute of Customer Service (noun phrase) = 客户服务协会a British organization that promotes excellent customer serviceThe Institute of Customer Service works with large and small compani