售后服务英语.ppt

Unit Five Check-out Service
01
Learning Objectives
06
VOCABULARY
02
Position Description
07
USEFUL SENTENCES
03
Discussion
08
Dialogue
04
Task List
09
Exercise & Practice
02
Position Description
Guest will check out at the end of his/her stay, and the guest should return the room key and settle his/her bill before leaving the hotel. Nowadays, most hotel bills are computerized and the procedure will be accomplished very quickly and smoothly. Before billing the guest, cashier should print out the bill to make the guest verify the charges. The guest usually has paid a reservation deposit. In this case, the cashier should take the amount of his /her deposit out of the bill. For some business travelers who will leave hotel very early to catch the flight, or some guests leave the hotel in a hurry, they will choose Express Check-out Service. After settling the bill, the bellman should help the guest with the luggage and arrange the transportation for the guest.

Room Center Serviu give the answers to them ?
1. What do you think a hotel should provide to the guest? 2. Why are entertainment facilities important for a hotel? 3. If you are in charge of the improvement of the
Ⅵ. Translation
1) 我打电话来是想问问你能不能帮个忙。 2) 如果前台允许的话，我们会为你加一张床的。 3) 您的黑色衬衣掉了一颗扣子，我会帮您缝上的。 4) 我们提供快速洗衣服务，不过需要加收50%的费用。 5) 我们马上派人把快速洗衣单送过去。
Check up
1. I am calling to ask if you could do me a favor? 2. I’ll get you an extra bed with their permission. 3. There is one button missing on your black shirt, I will help you
加急服务程序
Ⅰ. 词汇
juice [dʒu:s] n. 果汁 mineral ['minərəl] a. 矿物的 mini-bar ['mini- bɑ:] n. 小冰箱 send [send] vt. 派 fast [fɑ:st] a. 快速的 dry-cleaned [drai- kli:nd] vt. 干洗 iron ['aiən] n. 铁，熨斗v. 熨，烫衣服vt. 熨烫 button ['bʌtn] n. 钮扣 mend [mend] v. 修补 deliver [di'livə] v. 递送，交付 emergency [i'mə:dʒnsi] a. 紧急的 express [iks'pres] n. 快递

Listening Listen to the following sentences and fill in the blanks. （1）In this chapter, we explore CBEC (short for cross-border e-commerce) as a new driver of international trade. （2）In recent years, the rapid growth of cross-border e-commerce has accelerated
目录
CONTENTS
The Concept of CrossBorder ECommerce
1
The Differences between
Traditional Foreign Trade and
Cross-Border ECommerce
2
The Current Situation of Cross-Border E-Commerce
电商平台的真实账号
Part 1 The Concept of Cross-Border E-Commerce
Speaking A and B are classmates. They are discussing about their understanding of crossbroder ecommerce. Please try to role play the following dialogue, especially pay attention to the underlined parts.
in China
3
The Concept of CrossBorder ECommerce

⑬ Peter realised his problem. With practice, he got the hang of it. To his surprise, he not only started to receive more thank-you replies, but he also got promoted to be the head of the team soon afterwards.
Background information about Peter
His main job is to 1. respond to customer emails.
He started this job 2. three years
ago.
The beginning It was a total mess.
Text
Vocabulary
Understanding ideas
Developing skills
Using language
译文
① “If only I had known that empathy was going to work so well with customers, I would’ve started using it a long time ago,” Peter told his new colleague at coffee corner.
• write a response email to customer complaints.
Learning Context
Communicative scenario
As a sales support specialist, your job is to respond to overseas customers’ concerns and complaints via email. Yesterday, you received an email from an online buyer, Sofia. She complained that she did not receive the birthday gift she had bought for her son from your company. You are going to write a response email. In this email, you will first show your understanding of her situation and then provre him

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02 Product
产品介绍
Haidilao has always uphold "green, health, nutrition, special" banner,
Haidilaodedicated to hot technology development and research, in the succession of Sichuan, Chongqing and food culture the original "Ma, spicy, fresh, fragrant, tender, crisp," and so on.
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SERVQUAL 量表
Tangibility
有形性
Reliability
可靠性
service quality
Responsiveness
响应性
Empathy
移情性
Assurance (trust)保证性
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• Tangibility有形性 (以实体代表服务) appearance of service place and the image of the service personnel . • Reliability可靠性(传递承诺) Ability to perform promised service in a reliable way. accuracy of billing, meeting promised delivery dates. • Responsiveness响应性(乐意帮忙): willing to help customers and provide rapid service.

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Unit 3 Booking a Hotel Room 预订酒店房间
Key Words (关键词汇) hotel / hEu´tel / n.旅馆 clerk / kla：k/ n.职员 customer / ´kQstEmE / n.顾客 date / deit / n.日期 last name 姓 reserve / rizE：v / v.预订 separate /´sepErit / a.单独/分开的 shower / ´∫auE / n.淋浴 pension / ‘pen∫En / n.伙食 I nclusive / in´klu：siv / a.包括的 check / t∫ek / n.支票 deposit / di´pCzit / n.定金
这儿离机场多远？ T：It′s about an hour′s drive .
开车大约1小时的路程。 P：I need to get there before eight . Can we make it ?
我得在8点前到机场。我们能赶到吗？ T：I can′t promise , but I′ll do my best .
3．Which counter should I go for checking in ? 我到哪个柜台办理登机手续？
4．Can I see your ID , please ? 请您出示身份证件。
5．What time will boarding start ? 什么时候可以登机？
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H：Certainly ,Two separate rooms with shower and bath .Full pension. 当然可以，两间独立的房间，带有淋浴和浴缸。伙食全包。

Key Words and Expressions
Listening Task: Listen to an excerpt about how to manage outsourcing relationship and answer the following questions according to what you’ve heard.
Dialogue Two : Ending a Business Relationship
switch: v. to replace one thing with another, or exchange things更换，转移 Example： 1）We’ve switched the meeting from Tuesday to Thursday. 我们已经把会议时间从星期四改到星期五了。 2）Foreign investors are switching their focus from local shares to stakes in local companies. 外国投资商开始把注意力从原来的本地股票转移到了本地公司的股份。
Starting up
Exchange your ideas with classmates about what are the best ways in handling complaints over email. For example,
Task Two
Begin your email with “Thank you.” Explain why or how the problem happened. Offer compensation if applicable.
Excerpt Script

商务英语1000必备单词 Unit 13 ：After-sales Service 售后服务学习英语中词汇是一个基本的入门，针对不同阶段的人群，需要学习词汇也是不同的，而在商务交往中对于词汇量有着更高的要求，那么关于商务交往中关于售后服务都有必备的哪些词汇呢 ?以下是小编给大家整理的商务英语1000必备单词 Unit 13 After-sales Service 售后服务，希望可以帮到大家Unit 13 After-sales Service第13单元售后服务after-sales serviceFreedom Group is known for their quality products and after-sales service.售后服务弗瑞登集团以产品品质与售后服务而闻名。

assembleThe bookshelves are easy to assemble.聚集;组装这些书架很容易组装。

customer satisfactionOur customer satisfaction scores are among the best in the industry.客户满意(度)我们的客服满意度在业界名列前茅。

customer service hotlineFor any queries, please call our customer service hotline at 0800080123.客服热线如需任何查询，请打我们的客服热线0800080123。

defer paymentCan I defer payment?延后付款我可以延后付款吗?deliveryI'm just calling to see if the delivery of your Cambridge Sofa went OK.递送我只是打来看看您的剑桥沙发是不是顺利送过去了。

installationThe installation of a new heating system will take two weeks.安装新暖气系统的安装需要两个星期。

语 请熄灭您的香烟，谢谢您的合作/支持！
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5
购 物
Please take your time! 随便看看吧
中
服 务
What can I do for you? May/ Can I help you? 我能为你做什么？/需要帮忙吧？
用
语 How about this one? 这个怎么样？
语
请再次光临
I hope you enjoy your stay.
希望你对我们的服务满意。
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收 款 服 务 用 语
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Will this be charge or cash?
I am a cashier.
刷卡还是现金？我付现金。
Please keep your turn!
不用谢，这是我们应该做的。
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刚才的发言，如 有不当之处请多指
正。谢谢大家！
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13
Thank you very much.
非常感谢。
Not at all.
别客气
授课：XXX
11
That is all right.
没什么
Never mind.
附
没关系。
件
It was the least I can do.
这是我应该做的。
No thanks, this is what we should do.
服
欢迎光临我们专柜。
务 Good morning/ afternoon/evening,
用

• (2) If the client address, product model or malfunction symptoms is incorrect, we should reconfirm, according to the confirmed address, model or symptoms onsite service.
• （一）
• Firstly we must identify and ensure that user information is accurate. User information include:users’ name, address, telephone number ，product type, purchase date, failure phenomena, users’ requirements and so on.
• （二）
• (1) The failure phenomenon based on the user analysis. The information may reflect the cause of the malfunction（故障）, maintenance（维修） measures and the necessary spare parts（备件）。
• If the information is not detailed, such as the address is unknown, the phone number is wrong, no model number, no purchase date, the symptoms is unknown. Then ask the member with the dispatching or scheduling information to verify. If you can not verify the information, then ask the user to verify directly.

Ask open-ended questions
Probe further to understand customer needs by asking open-ended questions that encourage detailed responses.
Paraphrase and confirm
complaints.
Standardizing service procedures
03
Establishing clear and consistent service standards to
ensure quality customer experiences.
Establish good customer relationship management
1 2 3
Collecting customer feedback
Regularly soliciting customer feedback to identify areas of improvement.
Segmenting customers
Understanding different customer segments and tailoring services to their needs.
01
02
03
Personalized service
Tailoring services to individual customer preferences and needs.
Cross-selling and upselling
Proactively suggesting additional products or services that might interest customers.

Engineers receive service task
ቤተ መጻሕፍቲ ባይዱngineers receive service task
• （一）Task of receiving the site service
• （二）Analysis of user information • （三）To contact with the user.
home.
• （三）
• After identify and find out solutions, the engineer should phone the user, make sure when to go to his home, what is the address, product model, purchase date, failure phenomena and so on.
• （一）
• Firstly we must identify and ensure that user information is accurate. User information include:users’ name, address, telephone number ，product type, purchase date, failure phenomena, users’ requirements and so on.
• (2) If the client address, product model or malfunction symptoms is incorrect, we should reconfirm, according to the confirmed address, model or symptoms onsite service.

• 售后服务，就是在商品出售以后所提供的各种服务活 动。从推销工作来看，售后服务本身同时也是一种促 销手段。
Service content
• On behalf of consumers to install, debug products
• 代为消费者安装、调试产品
• According to the request of the consumer, the use and other aspects of technical guidance;
• 这也是促使顾客购买产品的一种因素，利用曾经买过我们的产 品的人，或使用我们产品的人，用他们的一些见证，告诉我们 的顾客，这也是影响顾客购买决定的一种方法。
Technological process
Effect
• Establish a corporate image
• The satisfaction of customer
• 威力无穷的潜意识影响称之为社会认同原 则
社会认同原则
Friendship principles 友谊原则
• Customer potential customer than the customer is more advantageous, because of its success probability is a new customer is 15 times, an excellent sales staff, he will know in the training of his old customers, at the same time he also continued to develop his new customers, new customers development source, the best way is by the old a customer. And this old customers introduced, is that people in the use of principle of friendship.

—听懂部分，不确定，没安全听懂 “不好意思，我没听清楚，你的意思是、、、”。 “sorry, I didn’t hear you clearly ,do you mean 、、、”。
—完全没听懂，不知所云的 “抱歉我不会英语，请稍等，我叫其他人来”
“sorry I can’t speak English,please wait a moment. I’ll call someone else”
26 客房区域
Guest Room Area
33 悦活金麦岭 Lohas Goden Wheat Ridge
27 诚信楼
Building Of Commitment
34 亚龙湾SPA
Yalong Bay SPA
28 专业楼
Building Of Professionalism
35 停车场
Parking Lot
Sunshine Conference Room
24 中茶苑
China Tea Garden
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二、方位指引（ Azimuth guidance）
书院楼宇名称中英文对照
编号 中文名称
英名称
编号 中文名称
英文名称
25 美特运动中心 COFCO-MC Sports Center
32 忠良博物馆 COFCO Museum
Tunhe Classroom
12 中粮地
COFCO Property Hall
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二、方位指引（ Azimuth guidance）
书院楼宇名称中英文对照
编号 中文名称
英文名称
编号 中文名称
英文名称
13 凯莱宫
Gloria Palace

2) consultative: do some enquiries ( 咨询的) forecast: predict foresee: anticipate / foretell
3) vocational: professional tuition: education affluent: rich 4) leisure: spare bring about: cause / result in
Prosper / become prosperous / have good prospects Boom / become a booming business Thrive / flourish Be a profitable business / make high profits
Examples:
Choose one of following business to discuss. Talk
about the possibility of prosperity in each and try to
state your reasons supporting your statement. ( you’d
家用或休闲用品市场businessmarket
UNIT SIX
Business World
In this unit,we are going to consider several aspects of Business world which makes our life more colorful and comfortable. By the end of this unit,you should be able to:
* I wouldn’t be surprised if Translation Agency prospers. China’s entrance into WTO means that demand in English expertise from the companies involving foreign trade is on rapid rise.