前言
使用說明
1．客服入門
相關概念
Customer service
Customer care
Customer Relationship Management（CRM）
Customer satisfaction
Customer loyalty
InternaI CUStomers／ExternaI CUStomers
Regular customers／Potential customers／End users
Before－sales service，After-sales service
客服人員技能要求
Effective communication skills
Ability to deal with complaints and problems
Good phone skills and customer service manner
Ability to provide proper follow up
Ability to work under pressure and deadline
Ability to work in teams as well as independently
Test yourself！
Test yourself！參考答案
2．面對面客服
基礎社交：問候
It's nice to finally meet you face to face．
基礎社交：閑聊話題
Have you ever been to Beijing before？
How was the weather？
基礎社交：熱情招待
CanI getyou some coffee ora cold drink？
基礎社交：告別
Solongfor now．
會議：開場白
Well，we all seem to be here now．Let’S begin．
會議：介紹議題
We are meeting today to talk about a new mar-keting strategy．
會議：詢問情況
I've done some research into your company It seems you have made progress in your sales Is that right？
會議：提出建議
My suggestion is to use the new version．
會議：表達同意
I think you’re right．
會議：征詢意見
So，that was my suggestion．Is that suitable for you？
會議：結束語
That was a very useful meeting．
展會：發(fā)起交談
Excuse me，may I help you？
展會：具體講解
We're here every year and it's quite an important
eventfor US．
展會：具體詢問
Are you looking for anything in pa rticular？
展會：建立聯系
Do you mind if I take your business card？
展會：結束交談
I hopeyou enjoythefair．
演示：開場問候
Good morning／afternoon，ladies and genUemen．
演示：自我介紹
Let me just start by introducing myself．My name is……
演示：點明主題
What l'd like to present to you today is…
演示：說明目的
I hope that you will leave this room with a better
understanding of our new marketing strategy．
演示：描述產品/服務
Our product range includes machine tools and light industrial products．
演示：強調特點
We stand out from our competitors because our products are very of high quality．
演示：提供產品資料
I hope you’II pick up one of our leaflets．
演示：后續(xù)跟進
I，II send you the latest brochure tomorrow．
演示：總結概括
Just to summarize the main points of my talk．
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