物流英语unit2CustomerServiceandLogistics

3 In a broad point of view, logistics
information also contains commodities
trading information and marketing
information.
Commodities
trading
information means selling and purchasing
Introduction
1 Part of an organization’s ability to use
logistics as a competitive weapon is based on its ability to adjust logistics performance in real time. This means the ability to monitor customers demands and inventory levels as they occur. A logistics information system which will impact all of the logistics activities must be integrated. Such system also must
7 Logistics information management is not only about dealing with the information about procurement, selling, storage, transportation and other logistics activities, but also every decision making about supplier selection, marketing plan and

Chapter 2 Warehouse and Inventory Management 仓库及库存管理
◆ Knowledge: ABCs of Warehouse and Inventory Management 知识：仓库及库存管理常识 ◆ Dialogue: Visiting a Warehouse 对话：参观仓库 ◆ Case: Inventory Management in Apparel 案例：服饰库存管理 ◆ Document: Sea Waybill and Air Waybill 单证：海运提单与空运提单 ◆ Grammar: Modal Verbs 语法：情态动词
Ⅱ. Based on the above passage, answer the following questions. 1. What is the definition of warehouse and warehouse management? _____________________________________________________________________________ Warehouse is a storage facility that receives goods and products for the eventual distribution _____________________________________________________________________________ to consumers or other businesses. Warehouse management is the process of coordinating the _____________________________________________________________________________ incoming goods, the subsequent storage and tracking of the goods, and finally, the _____________________________________________________________________________ distribution of the goods to their proper destinations. 2. How does the warehouse management increase quality and efficiency? _____________________________________________________________________________ Organized warehouses provide the foundation for quality and efficiency in an environment _____________________________________________________________________________ that is often fast-paced and chaotic. Strategic inventory storage decisions, enabled by a _____________________________________________________________________________ warehouse system with the flexibility to accommodate numerous inventory statuses, _____________________________________________________________________________ locations and types of ownership, give companies a distinct competitive advantage. 3. What is the definition of inventory? _____________________________________________________________________________ Inventory is defined as the stock of any item or resource in an organization. It includes all _____________________________________________________________________________ goods and materials that are used in the production and distribution process. Raw materials, _____________________________________________________________________________ components parts, subassemblies, and finished goods are all part of inventory, as are the _____________________________________________________________________________ various products and supplies required in the production and distribution process. 4. What are the key benefits of Just-in-Time inventory management? _____________________________________________________________________________ The key benefits of JIT inventory management are: low inventory, low wastage, high quality _____________________________________________________________________________ production, and high customer responsiveness. 5. What’s the difference between merchandise inventory and manufacturing inventory based on the examples given in the above text? _____________________________________________________________________________ Merchandise inventory refers to the items you buy from other artists and crafters to sell in _____________________________________________________________________________ your own gallery or shop, while manufacturing inventory consists of the items you make.

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be concerned with 关心／在意 The company is very concerned with feedbacks from their clients. 公司很关心客户的反馈。 The new president is specially concerned with the improvement in logistics management. 新的总裁尤其关心如何改善物流管理。
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7. Consistency refers to a firm's ability to perform at the expected delivery time over a large number of performance cycles. 一致性是指公司在预定发货时间内完成超绩效任 务的能力。
It was reported that more than 170 thousand people died in the 2004 tsunami. 据报道，至少有十七万人在2004年那场海啸中丧生。
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④ It + seems / appears / happens等不及物动词 + that…
你昨天没看成那部电影真遗憾。
It is a truth that there would be no new China without the Communist Party. 没有共产党就没有新中国，这是毋庸质疑的。
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③ It + be + 过去分词 + that …. 该句型常见动词有：say, hope, think, suppose, expect, report, know, believe, decide等。

On-time delivery Stocking-point location Customer or class of customer Time period Size of order
Importance of customer service in logistics
• Customer service and cost are the two measures used to evaluate logistics system effectiveness.
Three levels of customer service in logistics
3. Value-added services: unique programs developed by manufacturers for major customers on the basis of the perfect order
Actual delivery dates Post-transaction Returns/adjustments
The definition of customer service
Customer service standards
In-stock percentage
Product or product group Stocking-point location Customer or class of customer Time period Order completeness
Role of Logistics in Marketing Mix
Logisticsting and production
The definition of customer service

Unit 2 Customer Service and Logistics
Contents
I. Role of Logistics in Marketing Mix II. The definition of customer service III. Importance of customer service in logistics IV. Logistics service quality management V. Three levels of customer service in
Role of Logistics in Marketing Mix
Logistics / SC interfaces with marketing and production
The definition of customer service
Three components of customer service
• Superior customer service is often achieved through a combination of fast response, local presence, and quick, reliable delivery.
Logistics service quality management
– To enjoy perfect order, customers need to meet requirements such as providing substantial business volume, establishing the collaboration and so on.
Issues in improvement of customer service

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电话接听礼仪 Telephone Etiquette
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接听电话的标准程序
第一步
铃响三声内接起电话. (一般是在第二响之后接听) 超过三响，必须首先致歉
“对不起，让您久等了” “Sorry to have kept you waiting!”
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接听电话的标准程序
第二步
问候、报部门名称和自己姓名。 例：Good morning, Human Resources Department, John Speaking. 你好，人力资源部
Unit 2
Customer Service
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Telephoning Skills

打电话 (Make a call) 接电话 (Answer the phone)
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打电话 (Make a call)
(1）喂，我是…

Hello.This is…(speaking). Hello.This is …here.
ror and believe that we will not make such a mistake again.
Sincerely, Kelly A. Ford
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Translation
得知你方少了两箱装运货物，我方深感 抱歉。 我方已经做过调查并发现问题确定由我方
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接电话（Answer the phone)
(5)如果对方要留言（要留言吗?）:


Would you like to leave a message？ Can/May I take a message?
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喂。我是阿狸。请找桃子。 Hello.This is A Li speaking. Is Tao Zi there?

•另外一个就是外部借贷，例如银行贷款或者是信用 卡余额。 •ex- 从；外；离；除；exchange v.交换, 兑换 exclusion n.排除 •从（船上、工厂）交货 ex ship/works ,FOB. •以前的；加在名词前，expresident, exwife
3.available
New Words and Phrases
Text 1 What is Customer Service
【Para 1】What is Customer?（什么是客户？） In logistics system, the term customer means the object of delivery, or simply speaking, persons or units that receive the goods. In practice, it can be considered as being composed of two parts ---internal and external customers. The internal customers involve persons or departments within a firm. In contrast, external customers, in the supply chain, range widely from wholesalers, retailers, end-users to other down-stream enterprises. Whoever the customers are, their demand for logistics service acts as a driving force that stimulates the development of logistics.

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Warehouse management and inventory control
Warehouse site selection and layout planning
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Site selection criteria
Accessibility, proximity to suppliers and customers, land and construction costs, labor availability, infrastructure, and safety considerations
Analysis of Common Logistics Terms
Packaging
The process of enclosing or protecting products for distribution, storage, sales, and use Packaging is an important aspect of logistics as it ensures the safety and effective transportation and handling of goods
• Company background: Brief overview of the e-commerce company, its business model, and the market it operations in
• Delivery strategy analysis: Detailed examination of the company's delivery strategy, including its transportation mode selection, distribution center operations, and last mile delivery approach