物流英語(yǔ) 教學(xué)課件 ppt 作者 劉晶璟 熊秀瓊 unit seven customer service

1、Unit Seven Customer Service,Preview of the text,Answer the following questions and discuss your answers in class.1）What is customer service?2）Do you think customer service is important? Give your reasons.,Part I Eight

2、 Rules for Good Customer Service,The Definition of Customer ServiceCustomer service is normally defined as the service provided to the customer from the time the order is placed till the order is delivered. In fact, it

3、is much more than this. It contains every aspect of the relationship between the manufacturer, supplier and customer. Under this definition it includes price, product range on offer, after-sales service, product availabi

4、lity, in other words, the total activity of servicing the customer.,Two Elements of Customer Service,basic service,value-added service,Basic service refers to the basic level delivered to all customers, whether less pro

5、fitable or most profitable, they should receive service not lower than this level.,value-added service,Such service exceeding the basic level is called value-added customers. Once the firms decide to provide value-added

6、service for customers, they are immediately involved in the activities of customizing. Of course, firms have to undertake basic service promise before engaging in value-added service.,The Role of Customer Service,A custo

7、mer can not be satisfied unless he obtains an on-time and accurate delivery which can only be provided by perfect logistics system. Customer service is thus considered as the output of logistics system.,Eight Rules for G

8、ood Customer Service,Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come

9、 back, your business won’t be profitable for long.,(1) Answer your phone.,But make sure that someone is picking up the phone when someone calls your business. (Notice I say “someone”. People who call want to talk to a li

10、ve person, not a fake “recorded robot”.) For more on answering the phone, see Phone Answering Tips to Win Business.,(2) Don’t make promises unless you will keep them.,Reliability is one of the keys to any good relationsh

11、ip, and good customer service is no exception. If you say, “Your new bedroom furniture will be delivered on Tuesday”, make sure it is delivered on Tuesday. Otherwise, don’t say it. The same rule applies to client appoint

12、ments, deadlines, etc.. Think before you give any promise —because nothing annoys customers more than a broken one.,(3) Listen to your customers.,Is there anything more exasperating than telling someone what you want or

13、what your problem is and then discovering that that person hasn’t been paying attention and needs to have it explained again? From a customer's point of view, I doubt it. Can the sales pitches and the product babble.

14、 Let your customer talk and show him that you are listening by making the appropriate responses, such as suggesting how to solve the problem.,(4) Deal with complaints.,No one likes hearing complaints, and many of us have

15、 developed a reflex shrug, saying, “You can’t please all the people all the time”. Maybe not, but if you give the complaint your attention, you may be able to please this one person this one time—and position your busine

16、ss to reap the benefits of good customer service.,,(5) Be helpful — even if there’s no immediate profit in it.,,The other day I popped into a local watch shop because I had lost the small piece that clips the pieces of m

17、y watch band together. When I explained the problem, the proprietor said that he thought he might have one lying around. He found it, attached it to my watch band—and charged me nothing! Where do you think I’ll go when I

18、 need a new watch band or even a new watch? And how many people do you think I’ve told this story to?,(6) Train your staff (if you have any) to be always helpful, courteous, and knowledgeable.,(7) Take the extra step.,(8

19、) Throw in something extra.,New Words and Expressions,deliver [diliv?] v.交付，遞送verge [v?:d?]  n .邊，邊緣reliability [ri'lai?'bil?ti]  n. 可靠性exasperating [igza:sp?reti] adj. 可氣，氣死人pitch [pit] n.音調(diào)，

20、腔babble [bæb?l]   n. 含糊不清地說(shuō), 喋喋不休地說(shuō), 隨口泄露,,appropriate [?'pr?upri?t] adj.適當(dāng)，恰當(dāng)complaint  [k?m'pleint] n.抱怨， 牢騷，訴proprietor [pr?'prai?t?]   n.老板，所有

21、者，業(yè)主genuine ['d?enjuin] adj.真正，真誠(chéng)slash [slæ?] v.削減，砍coupon ['ku:p?n] n. 優(yōu)惠券,Part II Developing a Logistics Service Quality Scale,Urgency of Improving Customer ServiceIn today’s fiercely competitive m

22、arket, customers face a great array of products and brand choices, prices and supplier. Many firms find it extremely difficult to retain existing customers and to create new customers. Though not every purchase depends o

23、n the formation of relationship between the firms and their customers, many actually do.,Contradiction Between the Service Level and Cost Firm’s ultimate goal is to gain profits, not sales, so both level and cost

24、have to be taken into account. Higher level of customer service usually results in increased cost. No logistics system can maximize service and minimize logistics cost simultaneously. Maximum customer service implies lar

25、ge inventory, frequent transportation and multiple warehouses, all of which raise logistics cost. Minimum logistics cost means least-cost transportation, low stock levels and few warehouses.,Identifying Customers’ needs

26、A three-stage process is suggested here as follows：(1)Identify the key parts of customer service as needed by customers(2)Establish the relation of those service parts to customers(3)Identify “group” of customers acco

27、rding to similarity of service preferences,Defining Customers Service Objective The purpose of logistics strategy is to provide customers with the level and quality of service that they require at less cost. In dev

28、eloping a market-driven logistics strategy the aim is to achieve “perfect service” in a cost-effective way. The firm must research the relative importance of these service output.,Reducing the cost of logistics systemCo

29、st of logistics system can be calculated by the following formulas：TC = TFC + FWC + VWC + LSCTC = total logistics cost of proposed systemTFC = total freight cost of proposed system FWC = total fixed warehouse cost of

30、 proposed system VWC = total variable warehouse cost of proposed system LSC = total cost of lost sales due to average delivery delay under proposed system,New Words and Expressions,urgency ['?:d??nsi] n. 緊急fierce

31、ly ['fi?sli]   n.兇暴的，厲害的array [?'rei]  n.排列,大批implementation ['implimen'tei??n] n.履行superior [su:'pi?ri?]  n.優(yōu)越，優(yōu)勢(shì),,contradiction ['k?ntr?'dik??n] n.矛盾i