商务英语写作课件杨晓斌编著 ISBN9787811343311Section 21 理赔策略Settling Claims.ppt

Section 21 客户服务Customer Service and Settling Claims I. 要点概述Main Points 1. What is customer service? 1. What is customer service? Customer service is also known as client service which means providing service to customers before, during and after a purchase. Broadly speaking, it includes a series of activities designed to raise the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation. In many cases, customer service lays much emphasis on after sale service and is more important if the purchase relates to a “service” as opposed to a “product. Customer service may be provided by a person, such as sales and service representative, or by automated means called self-service. Examples of self service are Internet sites. Customer service is normally an integral part of a company’s customer value proposition. The decreasing quality and level of customer service can be attributed to a lack of support or understanding at the management levels of a corporation. 2. How can you offer good customer service? Satisfactory customer service is of great importance to the success of any business. Many companies lose their customers as a result of poor customer service. Learning to perform good customer service needs much time but it is worth doing that. To achieve this goal, you need to focus on offering good customer service and put bad attitudes, family problems and other personal issues at the door. Customers can’t see the management of your company but your customer service, and in this way they will judge your business as a whole. So you have to greet every customer sincerely and with a smile and let them know that you remember them and they are always welcome. If they have any problems, you will have to go out of your way to resolve it with a positive attitude. As long as you resolve the issue quickly and efficiently, they will likely continue to do business with your company. 3. What are the basic principles of mana