商務(wù)交際英語(yǔ)chapter

English&CommunicationforColleges商務(wù)交際英語(yǔ)（下）Chapter9CommunicatingwithCustomers與顧客溝通

Case9:CustomerServiceataMinimum

基本的顧客服務(wù)

9.1CustomerService

顧客服務(wù)

9.2One-on-oneandTelephoneCommunication

面對(duì)面交流與電話聯(lián)系

Case9:CustomerServiceataminimum

基本的顧客服務(wù)Mainidea:Asasalessupportassociate,Calhelpssalespeopletoprocesstheorders.Angelica,asareceptionist,answersallincomingcalls.Buttheybothmeetproblems.Calcannothelpthecustomersandhesuggeststhemtomakeanappointmentwiththesalespeople,butAngelicadonotscheduletheappointments.大意：作為一名銷售助理，Cal負(fù)責(zé)協(xié)助銷售員們處理訂單。Angelica是一名接線員，負(fù)責(zé)處理全部來(lái)電。但是他們都遇到了問(wèn)題。Cal在某些事情上幫不了顧客，所以只能建議他們與銷售員約時(shí)間見(jiàn)面，但同時(shí)Angelica卻又不會(huì)去幫忙安排見(jiàn)面。9.1CustomerService

顧客服務(wù)CustomerService:Theperformanceofactivitiestoensurecustomersatisfaction.客戶服務(wù)：某些活動(dòng)表現(xiàn)，以體現(xiàn)客戶的滿足程度。WhyisQualityCustomerServiceSoImportantWhat’scustomerService?**Becausetherearemorecustomersandmorecompaniesprovidingcustomerservice.因?yàn)楝F(xiàn)在已日趨增客戶，而且公司也提供了越來(lái)越多的客戶服務(wù)。ThisistheWaytokeepcustomer—todeliverqualityproductbymeansofexcellentcustomerservice提供有質(zhì)量的產(chǎn)品和優(yōu)質(zhì)的顧客服務(wù)是保留顧客的方式WHY?WhyisQualityCustomerServiceSoImportantExternalCustomer:

Someonefromoutsidethecompanywhorequestsinformationorpurchaseaproductorservice.外部顧客：公司以外的人，他們需要知道信息，或者他們需要購(gòu)買一種產(chǎn)品或服務(wù)。InternalCustomer:

Asupervisor,coworker,ormaintenanceworkerwhoworksforthesamecompanyyoudo.內(nèi)部顧客：主管，同事或者維修人員，那些跟你在同一公司工作的人員。ExternalandInternalCustomersYourGoal:

Trytosatisfyeveryoneyoudealwithbytreatingpeoplecourteously,byprovidingaccurateinformation,andbyusingtactanddiscretionineachandeverytransaction.目標(biāo)：盡量滿足你應(yīng)付的每個(gè)人，必須親切接待，提供準(zhǔn)確信息，而且在每個(gè)事項(xiàng)中，應(yīng)學(xué)會(huì)機(jī)智與謹(jǐn)慎。ExternalandInternalCustomersCustomerContact

與顧客的接觸PoliciesandProcedures

工作準(zhǔn)則與工作規(guī)程CustomerServiceandContactCustomerContact

與顧客的接觸Threewaystofostertrustwithacustomer:Beaccessible

做到平易近人2.GiveknowledgeableResponses

給予有效的答復(fù)MaintainContinuousContact

維持長(zhǎng)期聯(lián)絡(luò)1.Beaccessible

做到平易近人Twoways:Provideyourtelephonenumber(Office,Cellular,orfacsimile),ore-mailaddress.

提供你的號(hào)碼（公司號(hào)碼，手機(jī)號(hào)碼，或者傳

真號(hào)碼），或者電子郵件地址。Makesureyourcustomerknowwhatyourhoursare.

確保你的客戶清楚知道你的上班時(shí)間。

2.GiveknowledgeableResponses

給予有效的答復(fù)Knowtheproductorservicethoroughly.

充分地了解公司的產(chǎn)品或服務(wù)Explainthereasonsbehindyouranswer.

解釋你的答案的原因Donotbluff.

不要存在欺騙

MaintainContinuousContact

維持長(zhǎng)期聯(lián)絡(luò)**Ingeneral,makethecustomerfeelasifyouaretakingcareofherandthatansweringherinquirypromptlyandaccuratelymatterstoyou.通常，客人覺(jué)得你正在處理她的事情，正在盡快地并準(zhǔn)確地回答她的詢問(wèn)，這些對(duì)你來(lái)說(shuō)至關(guān)重要。PoliciesandProcedures

工作準(zhǔn)則與工作規(guī)程Insomecases,acompany’spoliciesmaylimitwhatyoucandoforacustomer.

有時(shí)候，公司的工作準(zhǔn)則會(huì)限制你為客人服務(wù)。Howyoucommunicate,howyoutreateachpersonyoudealwith–withintheconfinesofyouremployer’spolicies–iswhatmatters.

在公司工作準(zhǔn)則的限制下，如何溝通，如果對(duì)待每

個(gè)人，對(duì)你來(lái)說(shuō)至關(guān)重要。Organizationsdevotedtoservingcustomersaresaidtohavestrongserviceculture.

致力于服務(wù)客人的公司極具強(qiáng)烈的服務(wù)文化。Exercise1:CheckpointonPage77Dotheexercisein5minutes.

Discusstheanswerinclass.Checkpoint1:1.A2.BACustomerInteraction

客戶的接待MakingFirstImpressions

留下第一印象ProvidingService

提供服務(wù)MakingFirstImpressions

留下第一印象1.GiveCustomersPromptAttention

幫助客人從速辦理GreetCustomersCheerfully

樂(lè)意地迎接客人-ProvidingService

提供服務(wù)1.BeCourteous

客氣待人ListenCarefully

仔細(xì)聆聽(tīng)DeterminetheCustomer’sPurpose

確定客人的目的ApologizeWhenNecessary

必要時(shí)學(xué)會(huì)道歉UseTactandDiscretion

學(xué)會(huì)機(jī)智與謹(jǐn)慎1.BeCourteous

客氣待人Asaprofessional,itisyourresponsibilitytoprovidefriendlyservice,evenifyouaretired.

縱使你厭煩了，作為一名專業(yè)人員，

你也有責(zé)任給予有用的服務(wù)。Whendealwithadissatisfiedcustomer,remaincalm.

處理不滿的客人時(shí)，保持冷靜。Dealwithdiversecustomersonadailybasis.

日常生活中處理形形色色的客人。ListenCarefully

仔細(xì)聆聽(tīng)Don’tassumethatyouknowwhatacustomerwantsorneeds.

不要猜測(cè)客人所想或所需。Activelisteningisimportant.

主動(dòng)聆聽(tīng)很重要。Sometimesitisnecessarytokeyinformationintoacomputerasyourcustomerprovidesit.

有時(shí)必須把客人提供的信息寫入電腦。DeterminetheCustomer’sPurpose

確定客人的目的**Makesureyouunderstandeachcustomer’sspecificneeds.確保自己理解每個(gè)客人的明確需求。ApologizeWhenNecessary

必要時(shí)學(xué)會(huì)道歉**Acknowledgesthemistakebyapologizing.

通過(guò)道歉認(rèn)知錯(cuò)誤。UseTactandDiscretion

學(xué)會(huì)機(jī)智與謹(jǐn)慎**Carryouttransactionwithcustomersquietlyanddiscreetly.

溫和并謹(jǐn)慎地與客人處理交易。Exercise2:CheckpointonPage81Dotheexercisein5minutes.

Discusstheanswerinclass.Checkpoint2:1.Poor2.QualityQualityPoorCustomerServiceandEthics

客戶服務(wù)的道德規(guī)范EnsureEthicalCommunication

確保道德交流MaintainingConfidentiality

保守秘密FollowingaCodeofEthics

遵守道德準(zhǔn)則-MaintainingConfidentiality

保守秘密Thewaystogaugeyourownprofessional,ethicalbehavior:

評(píng)估自己的行為是否專業(yè)跟道德的方法：Askyourselfthisquestion:AmItreatingmycustomersasIwouldwanttobetreated?

問(wèn)自己一個(gè)問(wèn)題：我對(duì)待客人的方法，

是我自己同樣希望被對(duì)待的嗎？Giveyourcustomersfactsratherthenopinions.

給予客人事實(shí)，而非個(gè)人意見(jiàn)。-EnsureEthicalCommunication

確保道德交流Confidentialinformationmaycometoyoufrominternalsources.

機(jī)密信息有可能是內(nèi)部來(lái)源。Externalcustomersareavastsourceofconfidentialinformation,particularlyinsomefields.

外部客人事巨大的機(jī)密信息來(lái)源，特別在某些領(lǐng)域上。FollowingaCodeofEthics

遵守道德準(zhǔn)則**Employeesareexpectedtorespectandadopttheircompany’scodeofethicswhileconductingbusinessforthecompany.

當(dāng)進(jìn)行公司商務(wù)時(shí)，員工應(yīng)當(dāng)學(xué)會(huì)尊重并采用公司的道德準(zhǔn)則。Exercise3:CheckpointonPage83Dotheexercisein5minutes.

Discusstheanswerinclass.Checkpoint3:1.True2.FalseFalseFalseTrueTechnologyandEffectiveCommunicationwithCustomers

使用現(xiàn)代科技進(jìn)行有效交流Telecommunications

電信ElectronicCommunication

電子通信技術(shù)TechnologyandCustomerSatisfaction

現(xiàn)代技術(shù)與客戶滿意度Telecommunications

電信VoiceMail

聲音郵件CellularPhonesandPagers

便攜式電話和尋呼機(jī)FacsimileMachines

傳真機(jī)Maintaincontactortogivebriefanswerstoquestions.

保持聯(lián)系，給問(wèn)題給予答案

Messagesshouldbebrief,clearandcomplete.Itshouldfocusonreceiver,notthesender.

信息應(yīng)當(dāng)盡量簡(jiǎn)潔，清晰和完整。應(yīng)當(dāng)集中在接收方，而非發(fā)送方。VoiceMail

聲音郵件Askyourselfwhetheryoumustreceivecallswhilemeetingwithcustomers.

當(dāng)你與客人會(huì)面時(shí)，考慮來(lái)電是否都必須接聽(tīng)。Beawareofthemessagesyousendwhenyouusecellularphones.

當(dāng)你使用便攜式電話時(shí)，注意你發(fā)送的信息。Beawarethatcellularphoneconversationsarenotnecessarilyprivate.

注意便攜式電話的談話不一定都是秘密的。CellularPhonesandPagers

便攜式電話和尋呼機(jī)FacsimileMachines

傳真機(jī)Theadvantage:thetransmissionisimmediate.優(yōu)點(diǎn)：傳播速度快。Becarefulaboutsendingconfidentialdocuments.

發(fā)送高度機(jī)密文件的時(shí)候要小心。ElectronicCommunication

電子通信技術(shù)E-mail

電子郵件TheInternetandtheWorldWideWeb

網(wǎng)絡(luò)與萬(wàn)維網(wǎng)TheInternetandtheWorldWideWeb

網(wǎng)絡(luò)與萬(wàn)維網(wǎng)Makethesitevisuallyappealing.

讓網(wǎng)站吸引眼球。PostalistofFAQs.

列舉常見(jiàn)問(wèn)題。Provideaccesstoasmuchinformationaspossible.

盡量提供足夠多的信息Organizeinformationlogicallyandeffectively.

有邏輯地并有效地組織信息。Providecurrentinformationonyourwebsite.

在你的網(wǎng)站上提供最新信息。Respondtoe-mailfromsitevisitors.

回復(fù)網(wǎng)站訪客的電子郵件。Treatwebsitevisitorsasindividualcustomers.

像對(duì)待別的客人一樣對(duì)待網(wǎng)站訪客。TechnologyandCustomerSatisfaction

現(xiàn)代技術(shù)與客戶滿意度Achievecustomersatisfactiononlyifyouusetechnologytoolswell.

當(dāng)你很好的運(yùn)用了現(xiàn)代技術(shù)，才有可能得到客戶的滿意。Judgeeachcustomer’slevelofcomfortwithrelevanttechnologies.

判斷每個(gè)客人的相關(guān)現(xiàn)代技術(shù)的掌握能力。Ascompaniescompeteforcustomers,technologyplaysavitalrole.

如今公司都在競(jìng)爭(zhēng)客人，所以現(xiàn)代技術(shù)起到了關(guān)鍵的作用。Exercise4:CheckpointonPage89Dotheexercisein5minutes.

Discusstheanswerinclass.Checkpoint4:1.Cellularphone2.E-mailFaxForCaseStudy:TheanswersDiscusstheanswersingroups.Reportitgroupsbygroupsinclass.Forthediscussionquestions:-Thinkoverthosequestionsafterclass.BreakTime9.2One-on-oneandTelephoneCommunication

面對(duì)面交流與電話聯(lián)系CommunicationandYourVoice

語(yǔ)音與有效交流Quality

質(zhì)量Clarity

清晰Thepitchofyourvoiceisitshighnessorlowness.

音調(diào)是指你聲音的高與低Useanappropriatevolumelevelforeachsituation.

不同場(chǎng)合運(yùn)用合適音量。Toneisthewayyourmessagesounds.

語(yǔ)氣代表了你信息的傳達(dá)態(tài)度。Quality

質(zhì)量Enunciationisthewayinwhichyousoundouteachpartofaword.

發(fā)音是指你發(fā)出一個(gè)單詞的每個(gè)部分的時(shí)

候的聲音。Pronunciation

isthewayyoumakeawordsound.

讀音是指你發(fā)出每個(gè)單詞時(shí)候的聲音。

Clarity

清晰One-on-oneCommunication

面對(duì)面交流**Listeningcarefully.

仔細(xì)聆聽(tīng)**Usingappropriatebodylanguage.

運(yùn)用合適身體語(yǔ)言**Accuratelyinterpretingotherpeople’sverbalandnonverbalcues.

準(zhǔn)確傳達(dá)別人的口頭與非口頭提示PartsofaConversation

交談的各個(gè)部分Greeting問(wèn)候

Introduction介紹Exchange交流Summary總結(jié)Closing結(jié)語(yǔ)GuidelinesforSuccess

成功之道Relax放松

Thinkbeforeyouspeak思考后方談話Listeningcarefully–andactively謹(jǐn)慎并積極地聆聽(tīng)Usenames運(yùn)用名字Useeyecontact運(yùn)用眼神交流Maintainaconversa