国际货代物流英语 week 4-2. customer service text 1 what is customer service new words and...

国际货代物流英语国际货代物流英语

Week 4-2Week 4-2

Customer ServiceCustomer Service

Text 1 What is Customer Text 1 What is Customer ServiceService

New Words and PhrasesNew Words and Phrases

delivery delivery n. n. 交付，递送交付，递送 internal internal adj. adj. 内部的内部的external external adj. adj. 外部的外部的wholesaler wholesaler n. n. 批发商批发商 retailer retailer n. n. 零售商零售商stimulate stimulate v. v. 刺激，鼓舞刺激，鼓舞manufacturer manufacturer n.n. 生产商，制造商生产商，制造商


supplier supplier n. n. 供应商供应商availability availability n.n. 有效性，可利用有效性，可利用

的的element element n. n. 元素，成份元素，成份exceed exceed v. v. 超出，超越超出，超越undertake undertake v. v. 着手，履行着手，履行process process n. n. 过程，进展过程，进展utility utility n.n. 效用效用output output n.n. 产出产出


supply chain supply chain 供应链供应链end-user end-user 终端用户终端用户down-stream enterprises down-stream enterprises 下游企业下游企业after-sales service after-sales service 售后服务售后服务value-added service value-added service 增值服务增值服务


【【 Para 1Para 1 】】 What is Customer?What is Customer? （什么是客（什么是客户？）户？）

In logistics system, the term customer meanIn logistics system, the term customer means the object of delivery, or simply speaking, perss the object of delivery, or simply speaking, persons or units that receive the goods. In practice, it ons or units that receive the goods. In practice, it can be considered as being composed of two pacan be considered as being composed of two parts ----internal and external customers. The interrts ----internal and external customers. The internal customers involve persons or departments wnal customers involve persons or departments within a firm. In contrast, external customers, in thithin a firm. In contrast, external customers, in the supply chain, range widely from wholesalers, re supply chain, range widely from wholesalers, retailers, end-users to other down-stream enterprietailers, end-users to other down-stream enterprises. Whoever the customers are, their demand fses. Whoever the customers are, their demand for logistics service acts as a driving force that stior logistics service acts as a driving force that stimulates the development of logistics.mulates the development of logistics.


【【 Para 2Para 2 】】 The Definition of Customer ServiceThe Definition of Customer Service（客户服务的定义）（客户服务的定义）

Customer service is normally defined as the Customer service is normally defined as the service provided to the customer from the time tservice provided to the customer from the time the order is placed till the order is delivered. In fahe order is placed till the order is delivered. In fact, it is much more than this. It contains every asct, it is much more than this. It contains every aspect of the relationship between the manufacturepect of the relationship between the manufacturer, supplier and customer. Under this definition it ir, supplier and customer. Under this definition it includes price, product range on offer, after-sales ncludes price, product range on offer, after-sales service, product availability, in other words, the tservice, product availability, in other words, the total activity of servicing the customer. otal activity of servicing the customer.


【【 Para 3Para 3 】】 Two Elements of Customer STwo Elements of Customer Serviceervice （客户服务的种类）（客户服务的种类）

Almost no company provides all its cusAlmost no company provides all its customers with the same level of customer setomers with the same level of customer service. The service contains two major elemrvice. The service contains two major elements----basic service and value-added servents----basic service and value-added service. Basic service refers to the basic level ice. Basic service refers to the basic level delivered to all customers, whether less prdelivered to all customers, whether less profitable or most profitable, they should recofitable or most profitable, they should receive service not lower than this level. eive service not lower than this level.


In addition to basic service, firms sometimes In addition to basic service, firms sometimes offer extra service such as personal package to offer extra service such as personal package to certain customers, who are considered as key certain customers, who are considered as key customers by the firm. Such service exceeding customers by the firm. Such service exceeding the basic level is called value-added services. the basic level is called value-added services. Once the firms decide to provide value-added Once the firms decide to provide value-added service for customers, they are immediately service for customers, they are immediately involved in the activities of customizing. Of involved in the activities of customizing. Of course, firms have to undertake basic service course, firms have to undertake basic service promise before engaging in value-added service.promise before engaging in value-added service.


【【 Para 4Para 4 】】 The role of Customer ServiceThe role of Customer Service （客户服务的（客户服务的作用）作用）

In the process of logistics integration customer servicIn the process of logistics integration customer service plays a significant role. Logistics system, with functions e plays a significant role. Logistics system, with functions of transportation, warehousing and other associated actiof transportation, warehousing and other associated activities, creates time and place utility for products. It tries tvities, creates time and place utility for products. It tries to ensure that the customers receive the right product in to ensure that the customers receive the right product in the right place, at the right time, in the right condition, and he right place, at the right time, in the right condition, and at the right price. Besides, a customer can not be satisfieat the right price. Besides, a customer can not be satisfied unless he obtains an on-time and accurate delivery whid unless he obtains an on-time and accurate delivery which can only be provided by perfect logistics system. Custch can only be provided by perfect logistics system. Customer service is thus considered as the output of logistics omer service is thus considered as the output of logistics system.system.


NotesNotes

11 ．． In logistics system, the term customer mIn logistics system, the term customer means the object of delivery, or simply speakieans the object of delivery, or simply speaking, persons or units that receive the goods.ng, persons or units that receive the goods.

在物流系统中，“客户”一词是指递送在物流系统中，“客户”一词是指递送服务的对象，简单来说就是接受货物的个人服务的对象，简单来说就是接受货物的个人或单位。或单位。


22 ．． In contrast, external customers, in the sIn contrast, external customers, in the supply chain, range widely from wholesalerupply chain, range widely from wholesalers, retailers, end-users to other down-streas, retailers, end-users to other down-stream enterprises.m enterprises.

相反而言，外部客户分布于供应链各个相反而言，外部客户分布于供应链各个部位，从批发商、零售商到最终用户或其部位，从批发商、零售商到最终用户或其他下游企业。他下游企业。


33 ．． Whoever the customers are, their demaWhoever the customers are, their demand for logistics service acts as a driving fornd for logistics service acts as a driving force that stimulates the development of logisce that stimulates the development of logistics.tics.

不论客户是谁，他们对物流服务的需求不论客户是谁，他们对物流服务的需求驱动刺激着物流业的发展。驱动刺激着物流业的发展。


44 ．． Customer service is normally defined as Customer service is normally defined as the service provided to the customer from tthe service provided to the customer from the time the order is placed until the order ihe time the order is placed until the order is delivered.s delivered.

客户服务通常被定义为从下订单开始到客户服务通常被定义为从下订单开始到订单履行结束期间为客户提供的服务。订单履行结束期间为客户提供的服务。


55 ．． Under this definition it includes price, prUnder this definition it includes price, product range on offer, after-sales service, poduct range on offer, after-sales service, product availability, in other words, the total roduct availability, in other words, the total activity of servicing the customer. activity of servicing the customer.

在这种解释下，客户服务包括价格和产在这种解释下，客户服务包括价格和产品的变化、售后服务以及产品的可得性，品的变化、售后服务以及产品的可得性，换言之，就是服务客户的所有活动。换言之，就是服务客户的所有活动。


66 ．． Almost no company provides all its custAlmost no company provides all its customers with the same level of customer seromers with the same level of customer service.vice.

几乎没有公司为所有客户提供单一的服几乎没有公司为所有客户提供单一的服务水平。务水平。


77 ．． Basic service refers to the basic level dBasic service refers to the basic level delivered to all customers, whether less profelivered to all customers, whether less profitable or most profitable, they should receiitable or most profitable, they should receive service not lower than this level. ve service not lower than this level.

基本服务是指提供给所有客户的基本服基本服务是指提供给所有客户的基本服务水平，无论利润微薄还是丰厚，客户都务水平，无论利润微薄还是丰厚，客户都应得到不低于该水平的服务。应得到不低于该水平的服务。


88 ．． In addition to basic service, firms sometiIn addition to basic service, firms sometimes offer extra service such as personal pmes offer extra service such as personal package to certain customers, who are conackage to certain customers, who are considered as key customers by the firm.sidered as key customers by the firm.

除了基本服务，对于公司的某些关键客除了基本服务，对于公司的某些关键客户，公司为他们提供诸如个性化包装等的户，公司为他们提供诸如个性化包装等的额外增值服务。额外增值服务。


99 ．． Of course, firms have to undertake basiOf course, firms have to undertake basic service promise before engaging in valuc service promise before engaging in value-added service.e-added service.

当然，公司必须在提供增值服务之前履当然，公司必须在提供增值服务之前履行基本服务的承诺。行基本服务的承诺。


1010 ．． Logistics system, with functions of tranLogistics system, with functions of transportation, warehousing and other associasportation, warehousing and other associated activities, creates time and place utility ted activities, creates time and place utility for products. for products.

物流系统通过运输、仓储及其他相关活物流系统通过运输、仓储及其他相关活动的运作为产品创造了时间和空间效用。动的运作为产品创造了时间和空间效用。

Dialogue 1 Delay of DeliveringDialogue 1 Delay of Delivering

New Words and PhrasesNew Words and Phrases

deliver deliver v.v. 交付，递送交付，递送 render render v. v. 给予，提供给予，提供check check v.v. 查询，核对查询，核对awfully awfully adv. adv. 非常，十分非常，十分arrangement arrangement n.n. 安排安排


assure assure v. v. 保证保证 fill in fill in 填写填写due to due to 由于，因为由于，因为 traffic jam traffic jam 交通堵塞交通堵塞make the delivery of make the delivery of 交货交货


（（ Mr. Wang bought a TV in Dajin Electric AppliMr. Wang bought a TV in Dajin Electric Appliance Company just now. Mary is a clerk of Cance Company just now. Mary is a clerk of Customer service department. Now he is in the ustomer service department. Now he is in the Customer service departmentCustomer service department ））

WangWang ：： Here’s a TV Set I have just bought here.Here’s a TV Set I have just bought here. Will you deliver them for me Will you deliver them for me ？？

MaryMary ：： All right. We render the service of deliveAll right. We render the service of delivering goods to customer’s house. Please fill in the ring goods to customer’s house. Please fill in the delivery form with your address, telephone numbdelivery form with your address, telephone number and the time when you are in er and the time when you are in


WangWang ：： Where shall I sign?Where shall I sign?MaryMary ：： Right here, above the dotted line, Right here, above the dotted line,

please.please.（（ Today is the deliver time.Today is the deliver time. ）） MaryMary ：： Good afternoon. Customer servicGood afternoon. Customer servic

e department. Can I help you?e department. Can I help you?WangWang ：： Good afternoon. This is Mr. WanGood afternoon. This is Mr. Wan

g. I ordered a TV two days ago, June 12th. g. I ordered a TV two days ago, June 12th. It’s already five o’clock and it hasn’t arriveIt’s already five o’clock and it hasn’t arrived yet.d yet.


MaryMary ：： I’m really sorry, sir. It might have bI’m really sorry, sir. It might have been on the way to your place. I’ll check it ieen on the way to your place. I’ll check it immediately. Can I have your full name, admmediately. Can I have your full name, address and phone number?dress and phone number?

WangWang ：： Yes. Alex Wang, number 419 DoYes. Alex Wang, number 419 Downhill Road. My telephone number is 612-wnhill Road. My telephone number is 612-56785678.56785678.


MaryMary ：： Thank Thank you, sir. I’ll checyou, sir. I’ll check it with our delik it with our delivery departmenvery department and call you bt and call you back as soon as ack as soon as possible.possible.

WangWang ：： All righAll right, I’ll be waiting ft, I’ll be waiting for your call.or your call.


(Five minutes later)(Five minutes later)WangWang ：： Good afternoon. This is Alex WaGood afternoon. This is Alex Wa

ng. ng. MaryMary ：： Good afternoon. This is customer Good afternoon. This is customer

service department. I must apologize, sir. service department. I must apologize, sir. Due to the traffic jams, we can’t make the Due to the traffic jams, we can’t make the delivery of your goods today.delivery of your goods today.


WangWang ：： Really? I find it hard to believe. I Really? I find it hard to believe. I have already been waiting for nearly a whhave already been waiting for nearly a whole day!ole day!

MaryMary ：： I’m awfully sorry about it. Please aI’m awfully sorry about it. Please accept our sincere apologies. Is tomorrow ccept our sincere apologies. Is tomorrow morning convenient for youmorning convenient for you ？？ We’ll be glaWe’ll be glad to make arrangements to send it again.d to make arrangements to send it again.

WangWang ：： OK.OK.MaryMary ：： I assure you it won’t happen again.I assure you it won’t happen again.


NotesNotes

11 ．． We render the service of delivering gooWe render the service of delivering goods to customer’s house.ds to customer’s house.

我们提供送货到家服务。我们提供送货到家服务。


22 ．． Due to the traffic jams, we can’t make tDue to the traffic jams, we can’t make the delivery of your goods today.he delivery of your goods today.

由于交通堵塞，我们今天无法送货。由于交通堵塞，我们今天无法送货。

33 ．． We’ll be glad to make arrangements to We’ll be glad to make arrangements to send it again.send it again.

我们非常乐意再为您安排送货。我们非常乐意再为您安排送货。


ExercisesExercises

Ⅰ Ⅰ Oral Practice: practice the above Oral Practice: practice the above dialogue with your partner until you dialogue with your partner until you can learn the lines by heart.can learn the lines by heart.


Ⅱ Ⅱ Team work: make up a dialogue accorTeam work: make up a dialogue according to the following situation and pracding to the following situation and practice it with your partner.tice it with your partner.

SituationSituation ：： Peter is a clerk of a customer service Peter is a clerk of a customer service

department. Now he is making arrangemedepartment. Now he is making arrangement to send goods for the customers. nt to send goods for the customers.


TipsTips ：：11 ．． Would you please deliver …for me?Would you please deliver …for me?22 ．． Would you send … to my house?Would you send … to my house?33 ．． When can we expect the delivery?When can we expect the delivery?44 ．． All goods bought here can be delivered free.All goods bought here can be delivered free.55 ．． All our goods can be delivered within the 4th riAll our goods can be delivered within the 4th ri

ng road.ng road.66 ．． 24 hour delivery is guaranteed.24 hour delivery is guaranteed.77 ．． I’ll wrap it up nicely for you and have it sent beI’ll wrap it up nicely for you and have it sent be

fore 5 o’clock this afternoon.fore 5 o’clock this afternoon.88 ．． Please write your name, address and phone nPlease write your name, address and phone n

umber on the form.umber on the form.


Ⅳ Ⅳ Fill in the blanks with the words in the followFill in the blanks with the words in the following box.ing box.

（（ Mary is making a telephone call to order a riMary is making a telephone call to order a ring she has seen on TVng she has seen on TV ））

ClerkClerk ：： Hello, this is the _________ speaking.Hello, this is the _________ speaking. MaryMary ：： Hello, I saw a ring in your commercial oHello, I saw a ring in your commercial o

n TV yesterday. May I ______ that ring by phone?n TV yesterday. May I ______ that ring by phone?

charge any money order in cashdelivery department in store gold convenientsales assistant charge

sales assistant

order


ClerkClerk ：： Sure. Do you know the sales number?Sure. Do you know the sales number? MaryMary ：： Yes, it’s 4805. An 24k ______ ring.Yes, it’s 4805. An 24k ______ ring. ClerkClerk ：： Hold on, please. Let me check it for you.Hold on, please. Let me check it for you.

Yes, we have this ring _______. It’s 900 dollars. Yes, we have this ring _______. It’s 900 dollars. You can place an order now. Please tell me your You can place an order now. Please tell me your name and address.name and address.

MaryMary ：： That’s Mary, No.60 Wall Street.That’s Mary, No.60 Wall Street. ClerkClerk ：： Mary, No.60 Wall Street, Mary. You neeMary, No.60 Wall Street, Mary. You nee

d the ring with the sales number 4805.d the ring with the sales number 4805.

gold

in store


MaryMary ：： When can I get it? Saturday will be When can I get it? Saturday will be ________.________.

ClerkClerk ：： Saturday, I will tell the _______.Saturday, I will tell the _______. MaryMary ：： Do you _________ for the delivery?Do you _________ for the delivery? ClerkClerk ：： Yes, we will _______ 10 dollars for Yes, we will _______ 10 dollars for

the delivery.the delivery. MaryMary ：： How will I pay?How will I pay? ClerkClerk ：： You may pay _______ to our delivYou may pay _______ to our deliv

ery man in Saturday.ery man in Saturday. MaryMary ：： Thank you.Thank you.

convenient

delivery department

charge any money

charge

in cash

Unit 3Unit 3

Text Part 2Text Part 2

QuestionsQuestions

What’s the meaning of partial shipment?What’s the meaning of partial shipment?What does transshipment mean?What does transshipment mean?

Exercises…Exercises…

RestaurantRestaurant

1. 1. 在 “在 “ buffet” buffet” 时，是指：时，是指： 2. 2. 如果你有一位美国朋友邀请你去 “如果你有一位美国朋友邀请你去 “ BBQ” BBQ” 他想请你去他想请你去 3. Chicken meat3. Chicken meat 还叫做还叫做 4. 4. 在快餐厅点菜时，为你点菜的女孩说，在快餐厅点菜时，为你点菜的女孩说， "For here or to go?" "For here or to go?" 她是在她是在

问问 5.5. 如果某人是如果某人是 "vegetarian" "vegetarian" 他们不吃他们不吃 6. 6. 一名出租车司机告诉你那条街上的餐厅有一名出租车司机告诉你那条街上的餐厅有 "the best grub in town" "the best grub in town" 是是

什么意思？什么意思？ 7.7. 某人很某人很 "obese" "obese" 8. 8. 就在你踏进餐厅的那一刹那，其中一个店员问就在你踏进餐厅的那一刹那，其中一个店员问 "Table for?" "Table for?" 你该如何你该如何回答？回答？

9. 9. 什么是 “什么是 “ organic food”? organic food”? 10. 10. 你的朋友告诉你他想要通过 “你的朋友告诉你他想要通过 “ cold turkey” cold turkey” 戒甜食。她指的是：戒甜食。她指的是：

付固定的价格就可以无限量的用餐付固定的价格就可以无限量的用餐在户外的烤架上烧烤在户外的烤架上烧烤

家禽家禽

是否想要在餐厅用餐还是带走是否想要在餐厅用餐还是带走肉肉

那家餐厅的食物非常好吃那家餐厅的食物非常好吃绝对的超重绝对的超重

告诉一起来的有几个人告诉一起来的有几个人

有机食物（不含杀虫剂，除草剂，或其他化学制品的食物）有机食物（不含杀虫剂，除草剂，或其他化学制品的食物）

她想要马上停止吃甜食她想要马上停止吃甜食

国际货代物流英语 week 4-2. customer service text 1 what is customer service new words and...

Documents

customer service slide

customer service supplier

customer service para

elements of customer

level of customer service

basic service

customer service new

term customer