Customer-ServicePPT课件

.,1,CustomerService,.,2,Text1WhatisCustomerService,NewWordsandPhrasesdeliveryn.交付，递送internaladj.内部的externaladj.外部的wholesalern.批发商retailern.零售商stimulatev.刺激，鼓舞manufacturern.生产商，制造商,.,3,Text1WhatisCustomerService,suppliern.供应商availabilityn.有效性，可利用的elementn.元素，成份exceedv.超出，超越undertakev.着手，履行processn.过程，进展utilityn.效用outputn.产出,.,4,Text1WhatisCustomerService,supplychain供应链end-user终端用户down-streamenterprises下游企业after-salesservice售后服务value-addedservice增值服务,.,5,Text1WhatisCustomerService,Notes1Inlogisticssystem,thetermcustomermeanstheobjectofdelivery,orsimplyspeaking,personsorunitsthatreceivethegoods.在物流系统中，“客户”一词是指递送服务的对象，简单来说就是接受货物的个人或单位。,.,6,Text1WhatisCustomerService,2Incontrast,externalcustomers,inthesupplychain,rangewidelyfromwholesalers,retailers,end-userstootherdown-streamenterprises.相反而言，外部客户分布于供应链各个部位，从批发商、零售商到最终用户或其他下游企业。,.,7,Text1WhatisCustomerService,3Whoeverthecustomersare,theirdemandforlogisticsserviceactsasadrivingforcethatstimulatesthedevelopmentoflogistics.不论客户是谁，他们对物流服务的需求驱动刺激着物流业的发展。,.,8,Text1WhatisCustomerService,4Customerserviceisnormallydefinedastheserviceprovidedtothecustomerfromthetimetheorderisplaceduntiltheorderisdelivered.客户服务通常被定义为从下订单开始到订单履行结束期间为客户提供的服务。,.,9,Text1WhatisCustomerService,5Underthisdefinitionitincludesprice,productrangeonoffer,after-salesservice,productavailability,inotherwords,thetotalactivityofservicingthecustomer.在这种解释下，客户服务包括价格和产品的变化、售后服务以及产品的可得性，换言之，就是服务客户的所有活动。,.,10,Text1WhatisCustomerService,6Almostnocompanyprovidesallitscustomerswiththesamelevelofcustomerservice.几乎没有公司为所有客户提供单一的服务水平。,.,11,Text1WhatisCustomerService,7Basicservicereferstothebasicleveldeliveredtoallcustomers,whetherlessprofitableormostprofitable,theyshouldreceiveservicenotlowerthanthislevel.基本服务是指提供给所有客户的基本服务水平，无论利润微薄还是丰厚，客户都应得到不低于该水平的服务。,.,12,Text1WhatisCustomerService,8Inadditiontobasicservice,firmssometimesofferextraservicesuchaspersonalpackagetocertaincustomers,whoareconsideredaskeycustomersbythefirm.除了基本服务，对于公司的某些关键客户，公司为他们提供诸如个性化包装等的额外增值服务。,.,13,Text1WhatisCustomerService,9Ofcourse,firmshavetoundertakebasicservicepromisebeforeengaginginvalue-addedservice.当然，公司必须在提供增值服务之前履行基本服务的承诺。,.,14,Text1WhatisCustomerService,10Logisticssystem,withfunctionsoftransportation,warehousingandotherassociatedactivities,createstimeandplaceutilityforproducts.物流系统通过运输、仓储及其他相关活动的运作为产品创造了时间和空间效用。,.,15,Dialogue1DelayofDelivering,NewWordsandPhrasesdeliverv.交付，递送renderv.给予，提供checkv.查询，核对awfullyadv.非常，十分arrangementn.安排,.,16,Dialogue1DelayofDelivering,assurev.保证fillin填写dueto由于，因为trafficjam交通堵塞makethedeliveryof交货,.,17,Dialogue1DelayofDelivering,Notes1Werendertheserviceofdeliveringgoodstocustomershouse.我们提供送货到家服务。,.,18,Dialogue1DelayofDelivering,2Duetothetrafficjams,wecantmakethedeliveryofyourgoodstoday.由于交通堵塞，我们今天无法送货。3Wellbegladtomakearrangementstosenditagain.我们非常乐意再为您安排送货。,.,19,Text2HowtoImproveCustomerServiceLevel,NewWordsandPhrasesurgencyn.紧急，紧迫fiercelyadv.强烈，极度地competitiveadj.竞争的retainv.保留，维持formationn.形成implementationn.执行，落实,.,20,Text2HowtoImproveCustomerServiceLevel,superioradj.优秀的contradictionn.矛盾ultimateadj.最终的simultaneouslyadv.同时的implyv.暗示，包含frequentadj.频繁的,.,21,multipleadj.多样的identifyv.确认characterizev.以为特征processn.过程，工序similarityn.相似处，相似点,.,22,preferencen.偏爱achievev.完成，达到，实现competitorn.竞争者sectorn.环节interactv.互相作用，互相影响negativelyadv.否定地calculatev.计算formulan.公式variableadj.可变的,.,23,Text2HowtoImproveCustomerServiceLevel,agreatarrayof大量的resultfrom发生，引起resultin致使，导致takeintoaccount对加以考虑fallinto分类market-driven市场驱动,.,24,Text2HowtoImproveCustomerServiceLevel,Notes1Intodaysfiercelycompetitivemarket,customersfaceagreatarrayofproductsandbrandchoices,pricesandsupplier.在今天激烈竞争的市场，客户面对大量的产品、品牌、价格和供应商可供选择。,.,25,Text2HowtoImproveCustomerServiceLevel,2Higherlevelofcustomerserviceresultingfromimprovedlogisticssystemcangreatlybenefittheimplementationofmarketstrategy.完善的物流系统带来的高水平物流服务能够极大地促进市场战略的实施。,.,26,Text2HowtoImproveCustomerServiceLevel,3Therefore,themanagersarenowgoingallouttoimprovetheirlogisticssystemtodeliversuperiorcustomerservice.因此，经理们都在尽其所能完善他们的物流系统以提供优质的物流服务。,.,27,Text2HowtoImproveCustomerServiceLevel,4Firmsultimategoalistogainprofits,notsales,sobothlevelandcosthavetobetakenintoaccount.公司的最终目标是获得利润的增长，而不是销售量，因此服务水平和成本必须考虑。,.,28,Text2HowtoImproveCustomerServiceLevel,5Nologisticssystemcanmaximizeserviceandminimizelogisticscostsimultaneously.没有任何一个物流系统能同时做到服务水平最高和成本最低。,.,29,Text2HowtoImproveCustomerServiceLevel,6Maximumcustomerserviceimplieslargeinventory,frequenttransportationandmultiplewarehouses,allofwhichraiselogisticscost.物流服务最大化意味着大量的库存、频繁多次的运输以及多样化的仓库，所有这一切都会增加物流成本。,.,30,Text2HowtoImproveCustomerServiceLevel,7Itisimportanttorememberthatnotwocustomerswilleverbeexactlythesameintermsoftheirservicerequirements.重要的是没有两个客户的需求完全一致。,.,31,Text2HowtoImproveCustomerServiceLevel,8However,itwillbethefactthatthecustomerswillfallintogroupswhicharecharacterizedbyasimilarserviceneeds.然而，在实践中我们必须按照相似的客户需求将客户分类。,.,32,Text2HowtoImproveCustomerServiceLevel,9Indevelopingamarket-drivenlogisticsstrategytheaimistoachieveperfectserviceinacost-effectiveway.在推进市场驱动的物流战略中，目标是以有效的低成本获得“完美的服务”。10Thefirmmustalsotakeintoaccountcompetitorsservicestandards.公司必须考虑竞争者所能提供的服务标准。,.,33,Text2HowtoImproveCustomerServiceLevel,11Anorganizationcannotachievelogisticsefficiencybyreducingthecostofeachsectorinthelogisticssystem.Logisticscostsusuallyinteractandareoftennegativelyrelated.一个组织仅仅通过降低物流系统其中一个环节的成本，是不可能提高物流效率的。物流各个部分的成本通常相互作用以及此消彼长的。,.,34,NewWordsandPhrasescargon.货物shortagen.短量consignmentn.寄送，委托货物inspectv.检查，检验cartonn.纸箱carriern.承运人settlementn.解决,Dialogue2MakingaComplaint,.,35,approachv.解决，处理originaladj.原来的，正本的policyn.保险单inconformitywith与一致，与相符onboardbilloflading已装船提单beliablefor对负责surveyreport检验报告commercialinvoice商业发票,Dialogue2MakingaComplaint,.,36,Notes1Weregrettellyouthatthegoodsyousentusarenotinconformitywiththetermsofthecontract.我们遗憾地通知你，你交付的货物与合同规定不符。,Dialogue2MakingaComplaint,.,37,2Weregretbeingunabletoacceptyourclaimbecausethegoodswereinperfectconditionwhenthegoodswereloaded.非常遗憾我们不能接受你的索赔，因为装货时货物状态完好。,Dialogue2MakingaComplaint,.,38,3Wesuggestthatyouapproachtheinsurancecompanyforsettlementastheshortageoccurredintransit.由于货物短量发生在运输途中，我们建议你找保险公司解决问题。,Dialogue2MakingaComplaint,.,39,L-3-Script,Task1Script,Speaking,.,40,Task2Script,Speaking,.,41,1、MatcheachwordinColumnAwithitscorrespondingexplanationinColumnB.,ColumnAColumnB,1.vision6.incur7.claim,a.settlingofadisputebyathirdpartyb.anagreementtoendadisagreementordisputec.demandforasumofmoneyd.theactofdoingapieceofworke.stipulationinalegaldocumentf.causeoneselftosufferg.low(er)inrank,importance,quality,etc,.,42,2、TranslatethefollowingintoEnglishusingthegivenwordsorphrases.,1.这个问题值得认真考虑。(deserve)Thisquestiondeservescarefulconsideration.2.我认为她的体重在增加。(gain)Ithinkshesgainingweight.3.尽管我很不喜欢，但今晚我必须呆在家里学习。(asmuchas)AsmuchasIhatetodoit,Imuststayhomeandstudytonight.4.他从未按时完成过一个项目。(complete)Hehasnevercompletedaprojectonti