- 1、本文档共16页,可阅读全部内容。
- 2、有哪些信誉好的足球投注网站(book118)网站文档一经付费(服务费),不意味着购买了该文档的版权,仅供个人/单位学习、研究之用,不得用于商业用途,未经授权,严禁复制、发行、汇编、翻译或者网络传播等,侵权必究。
- 3、本站所有内容均由合作方或网友上传,本站不对文档的完整性、权威性及其观点立场正确性做任何保证或承诺!文档内容仅供研究参考,付费前请自行鉴别。如您付费,意味着您自己接受本站规则且自行承担风险,本站不退款、不进行额外附加服务;查看《如何避免下载的几个坑》。如果您已付费下载过本站文档,您可以点击 这里二次下载。
- 4、如文档侵犯商业秘密、侵犯著作权、侵犯人身权等,请点击“版权申诉”(推荐),也可以打举报电话:400-050-0827(电话支持时间:9:00-18:30)。
查看更多
体验商务英语综教程4Unit10
Unit 10 Customer service
Listening: New ideas in customer care
A
Doing the right thing:
Doing what we promised to do
Making sure mistakes do not happen
Satisfying customers
Being reliable, courteous
Dealing with complaints quickly
Delighting customers:
Example: you order a book from Amazon.co.uk at 5 pm and it arrives at 9 am the next morning.
B
In e-commerce, e-mail queries often end up in the Computer Services Department. The people there care more about the website than the customer’s satisfaction with the company’s products. Many companies fail to answer these e-mails.
C
1 Advantage: Technology can improve customer service because the person at the call center can call up all the customers’ details on their computer screen and speak to them with all the necessary information at their disposal.
Disadvantages: You don’t have a personal relationship of the type that people used to have with their bank managers. Also, call center personnel have to answer a certain number of calls an hour and may not take the time to answer all your queries to your satisfaction.
2 a true b true c false d true e true
Reading: Customer delight
A
The real figures are: 1 12 2 20 3 80%
B
1 a True: ’Customer ”delight” is the stated aim for companies battling to retain and increase market share’.
b False: ‘Many people do not like talking to machines’ and even if the service is fast and automated, nothing in the article indicates that people prefer this to real face-to-face service.
False: ‘recommended ways of inducing customer delight include: under-promising and over-delivering’.
2 Because of the number of things that can go wrong: ‘delays caused by weather, unclaimed luggage and technical problems’. A more common problem than lost luggage and you might like to suggest that the author may be confusing the two.
3 In information technology, so that ‘information is available instantly on screen’. In training, so that staff have ‘a winning telephone style’ when dealing with calls
您可能关注的文档
- 会计工作简报(008年第5期).doc
- 会计师事务所会制度.doc
- 会计应收应付及货试卷.doc
- 会计所有者权益所有者权益).doc
- 会计报表解释(CCA).doc
- 会计政策判断与择网上作业2答案.doc
- 会计期中试题和案(深圳大学).doc
- 会计术语中英文汇对照表.doc
- 会计档案整理归方法.doc
- 会计模拟实验 计答案公式部分.doc
- 实际问题中导数的意义.ppt
- 全文可编辑worldreportmarket-日本数字广告行业市场前景及投资研究报告-外文版培训课件2024.10.ppt
- 全文可编辑worldreportmarket-全球移动社交媒体行业市场前景及投资研究报告-外文版培训课件2024.9,tiktok,temu.ppt
- 全文可编辑worldreportmarket-全球一次能源行业市场前景及投资研究报告-外文版培训课件2024.10,temu.ppt
- 全文可编辑worldreportmarket-全球培训行业市场前景及投资研究报告-外文版培训课件2024.7,temu,新东方.ppt
- 全文可编辑worldreportmarket-全球活性药物成分(API)和赋形剂行业市场前景及投资研究报告-外文版培训课件.ppt
- 全文可编辑worldreportmarket-日本消费指标分析报告-外文版培训课件.ppt
- 全文可编辑worldreportmarket-企业可再生能源采购分析报告:电力购买协议-外文版培训课件.ppt
- 全文可编辑worldreportmarket-全球CVS健康行业市场前景及投资研究报告-外文版培训课件.ppt
- 全文可编辑worldreportmarket-全球保险行业市场前景及投资研究报告-外文版培训课件.ppt
文档评论(0)