商务英语课件-客户服务

Section20CustomerServiceandSettlingClaimsI.MainPoints1.Whatiscustomerservice?2.Howcanyouoffergoodcustomerservice?3.Whatarethebasicprinciplesofmanagingyourcustomerservicedepartment?II.BusinessSayingsIII.CoreWordsandPhrasesIV.TypicalSentencesV.ParagraphWritingandTranslatingVI.DiscussionandAssessmentVII.AppliedWritingSection20CustomerServicean11.Whatiscustomerservice?Customerserviceisalsoknownasclientservicewhichmeansprovidingservicetocustomersbefore,duringandafterapurchase.Broadlyspeaking,itincludesaseriesofactivitiesdesignedtoraisethelevelofcustomersatisfaction–thatis,thefeelingthataproductorservicehasmetthecustomerexpectation.Inmanycases,customerservice

laysmuchemphasisonaftersaleserviceandismoreimportantifthepurchaserelatestoa“service”asopposedtoa“product".1.Whatiscustomerservice?Cu2Customerservicemaybeprovidedbyaperson,suchassalesandservicerepresentative,orbyautomatedmeanscalledself-service.ExamplesofselfserviceareInternetsites.Customerserviceisnormallyanintegralpartofacompany’scustomervalueproposition.Thedecreasingqualityandlevelofcustomerservicecanbeattributedtoalackofsupportorunderstandingatthemanagementlevelsofacorporation.Customerservicemaybeprovid32.Howcanyouoffergoodcustomerservice?Satisfactorycustomerserviceisofgreatimportancetothesuccessofanybusiness.Manycompanieslosetheircustomersasaresultofpoorcustomerservice.Learningtoperformgoodcustomerserviceneedsmuchtimebutitisworthdoingthat.Toachievethisgoal,youneedtofocusonofferinggoodcustomerserviceandputbadattitudes,familyproblemsandotherpersonalissuesatthedoor.Customerscan’tseethemanagementofyourcompanybutyourcustomerservice,andinthiswaytheywilljudgeyourbusinessasawhole.Soyouhavetogreeteverycustomersincerelyandwithasmileandletthemknowthatyourememberthemandtheyarealwayswelcome.Iftheyhaveanyproblems,youwillhavetogooutofyourwaytoresolveitwithapositiveattitude.Aslongasyouresolvetheissuequicklyandefficiently,theywilllikelycontinuetodobusinesswithyourcompany.2.Howcanyouoffergoodcust43.Whatarethebasicprinciplesofmanagingyourcustomerservicedepartment?Ifyou’reabusinessowneryouwillrealizethatmeetingtheneedsandexpectationsofcustomerstakesalotofworkandyouwillcertainlyfindthatyourbusinessisinneedofagoodcustomerservicedepartment.Thebasicprinciplesofmanagingyourservicedepartmentmayincludeassessingyourcurrentcustomerserviceability,determiningtheneedsofyourcustomers,identifyingthemostcommonneedsofyourcustomer,anddealingeffectivelywithyourcustomers.Mostimportantofall,handlingtheirissuespromptlyisgoodforbothyourbusinessandforthecustomers.Yournewcustomerservicedepartmentshouldbetrainedtobepoliteandefficient.3.Whatarethebasicprincipl5II.BusinessSayings1.Neveraskpardonbeforeyouareaccused.未受责难，先别道歉。2.Whochatterstoyou,willchatterofyou.搬弄口舌，必是小人。3.Onehourtodayisworthtwotomorrow.争分夺秒，不要拖延。4.Thingsattheworstwillmend.否极泰来。5.Amoment’serrorcanbringalifelongregret.一失足成千古恨。6.Knaverymayserve,buthonestyisbest.欺诈可能有用，诚实却是上策。II.BusinessSayings1.Nevera6III.CoreWordsandPhrasesclaim settleadisputeimpartialjudgement conciliationcontingency evidenceofdamagecooloff quarantineregulationsforcemajeure clarifymisunderstandingresorttoarbitration customerrisksindustrialproperty managerforpublicrelationswithalongstandingreputationclientsfirst,reputationfirstCSI(custoemrsatisfacitonindex)III.CoreWordsandPhrasescla7IV.TypicalSentencesEachcustomerwhowalksinthedoorisyouremployerinacertainsenseandstudiesshowthatcompaniesgetmorethaneightypercentoftheirbusinessfromrepeatcustomers,soit'sveryimportanttokeeptheseindividualshappy.从某种意义说，任何进门的顾客都是你的老板。调查显示百分之八十以上的生意都是老顾客带来的，因此让他们开心非常重要。

IV.TypicalSentencesEachcust82Itisclearthatitisimportanttotakeproperandpromptactiononeverywarrantyclaim.Atthesametime,bearinmindthat,fromthestandpointofprofit,operatingwithinwarrantyguidelinesisasimportantascustomersatisfaction.无论何种在保证期间之索赔，适当而迅速的处理是非常重要的。但应记住，从利润增长的观点而言，在保证条款基准内处理问题，与客户满意同样重要。2Itisclearthatitisimport93Wearesorrytohearofthebreakageswhichoccurredintransit.Weusuallypackourshipmentswithgreatcarebutthereareoccasionswhenthemerchandiseismishandledalongtheway.得知货物途中破损，深感遗憾。本公司一向特别小心包装货物，然而运输途中的搬运不当导致货物损坏的事也难免时有发生。3Wearesorrytohearoftheb104Itisverysurprisingandregrettabletousthattheseclutchproblemshaveoccurredandcausedyousomuchtrouble,especiallyinviewofthefactthatthemodelsaffectedareequippedwiththesametypeofclutchsystemthathasbeenusedvirtuallywithoutincidentinthe300Band800BModelseries.因离合器问题给贵公司带来莫大麻烦，我们甚为惊讶，也感到遗憾。由于所采用之离合器系统与300B、800B型离合器相同，而该系统到目前为止，在使用上都没有问题。4Itisverysurprisingandreg115Youcanoffertocheckintothematterandsayyou'llcontactthecustomer.Ifyoudon'tfeelyoucanfindoutabouttheissueinjustafewminutes,itmaybebettertosendthepersonhomeandgivehimtimetocooloff.最好是提出会调查此事并且说好你会和他联系。要是觉得一时半刻搞不清楚，那就最好先请他回家，给他一点时间冷静冷静。5Youcanoffertocheckintot126Customerswithbadcustomerserviceexperienceswilloftenspreadtheword.Statistically,suchcustomerswilltellanaverageof50peopleaboutit.Thisnegativepublicitycanquicklyhurtthebottomlineofyourreputation.要是服务不好，客户通常都会传话。据统计这些客户平均向五十个人提起此事。这种负面宣传对于你们公司声誉来说可是伤了老底。6Customerswithbadcustomers137Havingfeedbackfromyourbuyershelpsyouwithfuturecustomers.Whentheyseeyouhavefeedbackfrompreviouscustomersanditisbasicallygoodthattheywillbemoreinclinedtopurchasefromyou.做好买家信息反馈有助于对今后的客户服务。当他们看到你有以前客户的信息反馈，而且反应基本良好，他们就会倾向于向你采购。7Havingfeedbackfromyourbuy148Unfortunately,thoughweregretyourdissatisfactionwithourproduct,ourinvestigationdoesnotsupportyourclaim.Consequently,wearenotpreparedtoacceptthemonitorifreturnedandwillhavenoalternativebuttoinsistonpaymentofthecontractedamount.你方对我公司产品感到不满意，我们非常遗憾，但调查结果并不支持你方索赔要求。因此，我们不会接受显示器退货，而且别无选择。只能坚决要求你方按合同规定的金额付款。8Unfortunately,thoughweregr159Ifyouwanttobeacustomerservicerep,youshouldalwasysowconrtesyandrespect,especiallywhenacustomerisupset.youwillalsohavetochooseacan-doattitudetowinacustomer'sconfidence.要是你想当销售代表，那就要对人彬彬有礼、毕恭毕敬，特别是客户不开心的时候。还要采取很能办事的态度赢得客户的信任。9Ifyouwanttobeacustomer1610Ongoingintomatterwefindthatamistakewasinseedmadeinthepackingthroughaconfusionofnumbers,andwehavearrangedfortherightgoodstobedispatchedtoyouatonce.Relativedocumentswillbemailedassoonastheyareready.在调查此事时，我们发现的确由于号码混淆导致包装错误。我们已安排立即把正确的货物发运给你们，有关单证一旦备妥立刻寄出。10Ongoingintomatterwefind1711Asyourcomplaintdoesnotagreewiththeresultofourowntest,youarerequestedtoconductanotherexaminationtoshowifthereisanygroundforclaim.鉴于你方提出投诉与我们测试结果不一致，我们要求你方再做一次检验，以便搞清是否有根据提出索赔。11Asyourcomplaintdoesnota1812TherightsandinterestsofconsumerswhenpurchasingorusingcommoditiesorreceivingservicesasconsumerneedsfordailyuseshallbeprotectedbythisLaw.Rightsandinterestsnotcoveredbythislawshallbeprotectedbyotherrelevantlawsandregulations.消费者为生活消费需要购买、使用商品或者接受服务，其权益受本法保护；本法未作规定的，受其他有关法律、法规保护。12Therightsandinterestsof1913Thereasonforthefinalstoppagewasaseizedbearingcausedbythefactthatithadnotbeengreased.Thoughourguaranteecoversfaultymaterialandworkmanship,itdoesnot,asyouwillrealize,coverdamagedonebyimproperuseorneglectofupkeep.该机器最后停止运转是由于没有加油，造成一只轴承卡住，虽然我们保证对材料及工艺方面的缺陷负责，但就如你方所知，并不包括使用不当或维修疏忽造成的损坏。13Thereasonforthefinalsto2014Unlessyougivecontraryinstructions,wewillarrangeanall-risksinsurancepolicyfortheshipment.Inouropinionthistypeofcoverisnecessaryforacargoofthisnature.我方意见是，根据货物特性投保这类险种很有必要。本公司将为该批装运，除非贵公司另有指示。14Unlessyougivecontraryins2115Thereisalsothecomplaintmadebybuyerswhofindfaultwiththegoodsasanexcusetoescapefromtheircontracts,eitherbecausetheynolongerwantthegoodsorbecausetheyhavefoundthattheycangetthemcheaperelsewhere.作为逃避合同义务的一种借口，也有一些买主对货物吹毛求疵，提出抱怨，这可能是因为他不再需要这批货物，或发现可以较便宜的价格从别的地方买到。15Thereisalsothecomplaint2216Itcanbesaidthatalmosteveryindustrydependsongoodcustomerservicetooperateefficiently.Employmentopportunitiesforacustomerservicerephavebecomeincreasinglypromisinginrecentyears.可以说任何行业都凭着良好的客户服务而得以有效运作。近年来，担任客户服务代表的就业机会也是越来越多，前途无量。16Itcanbesaidthatalmoste2317Wehavecarefullyexaminedthepairyoureturnedtous.Ourproductionmanagerreportsthattheshoeshavebeenthoroughlysoakedandthendriedbyheat.Eventhebestqualityshoeswillnotwithstandthistreatment.仔细检查了你退回的那双鞋子，本公司生产经理报告说鞋子曾经湿透，然后又经烘干。就是质量最好的鞋子也经不起这样的处理。17Wehavecarefullyexaminedt2418Whenacustomercomestoyouwithacomplaintaboutbeingovercharged,it'suptoyouasanownerormanagertofigureouthowtodealwiththeissue.Respondingtothiskindofcomplainttakesbusinesssavvyanddiplomacyinthebasicsofcommunication.要是客户来找你抱怨要价过高，作为老板或者经理怎样解决这个问题你都要自己拿定主意。对于这类抱怨还真的要点生意场上的悟性和交际场上的手腕。18Whenacustomercomestoyou25V.ParagraphWritingandTranslating1.要明白客户的共同要求，然后围绕这个中心建立客户服务部。客户服务的宗旨应当写下来并且张贴公布，以便人人都熟悉。Identifythemostcommonneedsofyourcustomer,andbuildthenewcustomerservicedepartmentaroundthatcenter.Customerservicepoliciesshouldbewrittendownandpostedsoeveryoneisfamiliarwiththem.V.ParagraphWritingandTrans262.允许客户对所购买的产品予以评论，开设一个论坛供顾客讨论你的产品或服务。对所有帖子一定要有所反应，对负面评议要提供解决方案。也可使用社区论坛向客户直接提问，消除误会。Allowcustomerstoreviewproductsthey’vepurchased.Openaforumforcustomerstodiscussyourproductsorservice.Besuretorespondtoallpostsandprovidesolutionstonegativefeedback.Youcanalsousethecommunityforumtoaskdirectquestionstocustomersandclearupanymisconceptions.2.允许客户对所购买的产品予以评论，开设一个论坛供顾客讨论273.谨防冒牌分子假冒我公司接待人员，请和公司确认身份。如有任何疑问，请拨打免费电话100800900核实接待员身份。Carefullybewareofscampersonsposingasourreceptionists.Pleaseaskforourcompanyidentification.Whenindoubt,phonethetollfreenumber,100800900toverifyareceptionist.3.谨防冒牌分子假冒我公司接待人员，请和公司确认身份。如有284.很显然，贵方抱怨的货物损坏发生在运输途中，对此损失自然不应由我公司负责。我们建议你们向应当承担赔偿责任的船务公司提出索赔。Itisobviousthatthedamageyoucomplainofmusthavetakenplaceduringtransit.Itfollows,therefore,thatwecannotbeheldresponsibleforthedamage.Wethereforeadviseyoutomakeaclaimontheshippingcompanywhoshouldbeheldresponsible.4.很显然，贵方抱怨的货物损坏发生在运输途中，对此损失自然295.已经就包装之事同我方代理取得联系，经我们反复解释，他们提出，只要你们保证，如果因所用的纸板箱不适合海运致使他们无法从保险公司获得赔偿时，一切损失由你方负责，那么他们就不反对你方使用纸板箱包装服装。Wehaveapproachedourclientsaboutthepacking,andafterourrepeatedexplanations,theysaytheywillhavenoobjectiontoyourpackingthegarmentsincartonsifyouguaranteethatyouwillpaycompensationinallcaseswhereintheycannotgetindemnificationfromtheinsurancecompanyforthereasonthatthecartonsusedarenotseaworthy.5.已经就包装之事同我方代理取得联系，经我们反复解释，他们30VI.DiscussionandAssessment

“课堂互动”是指师生共同参与的面对面的人际互动，本身就是一种语言交际活动，对于学生来说是很好的语言实践机会；此外它还是教学的实际过程。这里首先探讨课堂互动的一些问题，然后分析一篇学生习作中的典型语用失误，最后以一段商务写作为例，请分析学生习作中的一些问题，看看如何应该如何以翻译的手段实现写作的目的？VI.DiscussionandAssessment311）讨论：“课堂教学只有通过互动过程才能进行。”Allwright（984）指出要获得外语教学成功就必需成功地管理课堂互动—由师生共同按以下四种方式来管理：A)指示（direction）：启动话语；B)服从（compliance）：对指示的应答；C)协商（negotiation）：提出建议，希望共同决策；D)导航（navigation）：不懂就问；学生可通过参与管理课堂互动来管理自己的学习过程。尽管他们以“服从”为主且很少冒险去“协商”，但用于“导航”的话语可达到其话语总量的20%（Allwright,1984），致使课堂上出现话题转移，使教学根据学生个人需要得到调整，使学生自己也因而变得更积极、对学习更负责。可见，积极参与课堂讨论十分必要。1）讨论：“课堂教学只有通过互动过程才能进行。”Allwri322）习作分析：接着我们又指示运输部门进一步调查此事，经与船务公司联系，船务公司说，整批货物到达时情况良好，他们可以肯定损坏是在货物到了你们手中之后这段时间里发生的。在此情况下，我们不得不遗憾地说，我们对这一损坏遗憾没有责任。2）习作分析：接着我们又指示运输部门进一步调查此事，经与船33对于这一段的译写，出现问题较多的原因主要还是在于对原文的理解不够透彻、对相应表达的掌握不够灵活尤其是对词汇的深层含义和词性的变换使用没有很好的掌握。例如，“调查此事”，有人写成doresearchinthecase不合原意，不如说investigate或者lookintothematter；“经与船务公司联系”有的写成connectedwith;haveconnectionwith;afterrelatingwith均不合乎原文本意，转译或写作都需要考虑，“联系”是采用名词还是动词？整个“经与船务公司联系”是从句afterwehavecontacted还是分词短语havingcontactedwith还是干脆使用一个介词短语afterourcontactwiththeshippingagent？“货物到达时情况良好”，有的写成thewholegoodswerefinewhenarrived是否合乎语法？whole的用法是否恰当？“可以肯定损坏是在货物到了你们手中之后这段时间里发生的”能够说成musthappen或mustbecauseddamage或thedamagewashappened/occurred么？还有的写成afterthegoodshadhandedovertoyourhands，这其中的主谓关系和支配关系是否都搞清楚了？对于这一段的译写，出现问题较多的原因主要还是在于对原文的理解34建议改写：Wetheninstructedourforwardingdepartmenttofurtherinvestigatethematter.Thecarrierhadbeencommunicatedwith,andinformedusthatthewholeshipmentarrivedingoodcondition.Theycould

becertainthatthedamageoccurredduringthetimethegoodswereinyourhands.Insuchcircumstances,weregrettosaythatwearenotliableforthedamage.建议改写：35VII.AppliedWritingA.Writeatosettleacomplainta)acknowledgethecomplaint;b)tellyourclientwhatthelikelytimescaleisfordealingwithit;c)keepyourclientinformedofthecomplaint’sprogress;d)suggestpossibleremedy.VII.AppliedWritingA.Writea36B.Samplewriting1.CustomerSatisfactionSurveys–Whatshouldbemeasured?Incustomersatisfactionresearchweseektheviewsofrespondentsonavarietyofissuesthatwillshowhowthecompanyisperformingandhowitcanimprove.Thisunderstandingisobtainedatahighlevel(“howsatisfiedareyouwiththeABCLtdoverall?”)andataveryspecificlevel(“howsatisfiedareyouwiththeclarityofinvoices?”).B.Samplewriting1.CustomerS37Highlevelissuesareincludedinmostcustomersatisfactionsurveysandtheycouldbecapturedbyquestionssuchas:a)WhatisyouroverallsatisfactionwithABCLtd?b)HowlikelyorunlikelyareyoutobuyfromABCLtdagain?c)HowlikelyorunlikelywouldyoubetorecommendABCLtdtoafriendorcolleague?Highlevelissuesareincluded38Itisatthemorespecificlevelofquestioningthatthingsbecomemoredifficult.Someissuesareofobviousimportanceandeverysupplierisexpectedtoperformtoaminimumacceptablelevelonthem.Ifacompanyfailsonanyoftheseissuestheywouldquicklylosemarketshareorgooutofbusiness.Itisatthemorespecificlev392.AcknowledgementofMerchandiseReturnedforRepairDearRonald:

The(productnameandmodelnumber)thatyoumailedtousforrepairwasreceivedon(date)

Wewillbereturningittoyouassoonasthenecessaryadjustmentsaremade.

Wearesorrythatyouexperiencedaproblemwithourproductandwanttothankyouforpurchasinga(nameofproduct).Yourssincerely,Florence2.AcknowledgementofMerchand40Ifourclientsorcustomerslodgeaclaimaboutourservice,orthequalityofourproductsordelayeddelivery,whatreplylettersshallwewrite?Whatarethestrategiesareoftentakeninsettlingclaims?Howtoinvestigateacomplaint?Ifourclientsorcustomerslo41Howtoinvestigateacomplaint?1tobesympathetic,positiveandnoncommittalatthesametime,whichisdifficulttoachieve!2saythatyouaresorrytohearabouttheproblems,butdonotreferto"faults".3setupadefensiveposition.4statewhatyouaregoingtodotodealpromptlywiththematter.Howtoinvestigateacomplaint42Howtorejectacomplaint?1bepoliteanddiplomatic;2acknowledgingtheircomplaintwithoutcommentingonotonewayortheother;3saythatyoufindnothingwrong;4offersomeformofassistanceorcompromisedeal,assumingthatthisisnottoocostlyandnotsetanexpensiveprecedentforthefuture.Howtorejectacomplaint?43Howtoacceptacomplaint?1ifreasonable,rejectingwilldoharmtotherelations;2followasetformat,acknowledgethesituation,agreewiththecomplaint,apologize,goalongwiththesuggestedsolutionHowtoacceptacomplaint?44Thesurveyfindsamplejustificationinthefactthatthegoodspackedinsuchcartonsarrivedinperfectcondition.Thesurveyfindsamplejustifi45Althoughnotcoveredbyourguaranteewecanrepairyourwatchatfactorycostandextendthewarrantyforayearfromtherepairdate.Thecosttoyouisonly$15.Althoughnotcoveredbyourgu46IhavetalkedtoBobJohnson,andhesuggeststhatJohnsandersinspectyourhouseandmakerecommendationsforcorrectingthework.Mr.Sanderscanthenmakethenecessaryrepairsatareasonablecostorperhapssuggesthowyoucanmaketherepairsyourself.IhavetalkedtoBobJohnson,47Eventhoughthecoolerhasbeeninstalledforseveralmonths,itwasnotoperateduntillastmonth.TheadjustmentsyoumadewereadjustmentsIfeelshouldbecoveredbythewarranty.Additionally,Iwasundertheimpressionthatwhenyouvolunteeredyourhelp,itwascoveredbythewarranty.Eventhoughthecoolerhasbee48ThispartoftheproblemwillbebroughtundercontrolthroughanimprovedflowofinformationfromtheSalesDepartmenttotheAdministrativeDepartment.Again,ourcontrollerwillbecallingontheSalesDepartmenttoassisthimwiththispartoftheproblem.Thispartoftheproblemwill49Dustisbeingdrawnintothelubricatingsystem,activatingthemachine’semergencycutoff.Afteragreatdealofinvestigation,wefindthatwecanoperatethehammerifthespeedisreduced.Dustisbeingdrawnintothel50Duetotheinconvenienceyouhaveexperienced,wewillmakenoadditionalchargefortheColemanlantern.Wearesureyouwillbepleasedwithit,andweapologizefortheinconveniencetheClarkstonmodelcausedyou.Duetotheinconvenienceyouh51Wearesorryaboutthedamageandtheinconvenienceitiscausingyou.Wehaveinstalledamewconveyorloadingsystemandalthoughtheproductdamageproblemisnear