Unit 2（课件）-《物流专业英语》同步教学（大连理工大学出版社）

Customer Service 　Part I　An Introduction to Customer Service 　Part II Sample Communications 　Part III Practical Readings Part I　An Introduction to Customer Service 　　客户服务是供应商和买家之间综合的一系列活动,客户服务能提高销量,有利于更有效使用供应商的产品。客户服务涵盖了各种各样的形式,包括售后服务、比如维护、修理和更换,延长质保服务,定期邮寄信息和免费电话查询和投诉。 　　Customer service is the integrated series of activities between a supplier and a buyer that enhances the sale and facilitates the effective use of the supplier’s products. Customer service covers a wide variety of forms, including after-sale servicing, such as maintenance, repair and replacement service, extended warranties, regular mailings of information and free call telephone calls in case of enquiries and complaints. Part I　An Introduction to Customer Service 　　一个完善的产品供应链管理的目标正是为客户提供能有效满足他们需求的产品。技术层面来说,客户服务就实现客户订单的整个过程。这个过程包括在收订单，管理付款,挑选整理货物，包装货物、运输和投递委托物, 为终端用户提供售后服务，处理有可能回收的货物。 　　An objective of a well-managed product supply chain is indeed to supply a product to customers in such a way that effectively satisfies their need for the product. Technically, customer service is the entire process of customer order fulfillment. The process includes the receipt of the order, managing the payment, picking and packing the goods, shipping and delivering the consignment, providing after-sale service for the end-user and handing the possible return of the goods. Part I　An Introduction to Customer Service 　　顾客服务可以根据供应商和顾客的交易发生的地点不一样分为不同类型。可以分为交易前服务，交易中服务和交易后服务。 　　 Customer service can be grouped according to when the transaction between a supplier and a customer takes place. These groups can be categorized into pre-transaction, transaction and post-transaction components. Part I　An Introduction to Customer Service 　　为了到达令人满意的客户服务，交易前服务建立了一个有利的环境。它提供了一份客户服务方针的书面申明，例如，货物什么时候被交付，处理退货和延期交货的程序是什么，预期计划的运送方法和通知客户的方法是什么。应急计划的建立就是为了当不可控外部事件或者自然灾害影响正常服务的提供时，建立一个机构实施顾客服务政策，同时为顾客提供技术培训，产品用户手册。 　　The pre-transaction component establishes conductive circumstances for desirable customer service. It provides a writ