客服英语词汇.docx
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客服英语词汇.docx
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客服英语词汇
GlossaryofTerms
TheA-Zofcustomerservice.
Manywordsweuseregularlyinacustomerservicecontextalsohaveamoregeneralmeaning.Thiscanleadtoconfusion,sowe’veputtogetheraglossaryofcustomerserviceterms.We’vebeenaspreciseaspossiblesothatwe’llhopefullyallbe‘speakingthesamelanguage’.You’llfindeachtermlistedbyitsfirstletter.
AddedValue
AddedValueistheextra,overandabovethebasicproductorserviceofferthatanorganisationmakestoitscustomers.Thisaddedvaluerepresentsextrabenefitsthatcantrulydelightthecustomersandkeepthemloyal.
Forexample;‘buyonegetonefree’isanaddedvalueoffer.Itgoesbeyondtheserviceofferandsurprisesanddelightsthecustomer.Lowerpricesmaybethe‘serviceoffer’butthena50%reductiononpricewillgivetheshopperaddedvalue.Similarlyasudden‘freeupgrade’inahotelroomoronanaeroplanewouldstayinacustomer’smemoryandencouragereturnbusiness.
Behaviour
Thewaythatyoudothings.
Youdothingsinaparticularwaybecauseof
•howyoufeel
•whatyouwant
•howotherpeopletreatyou.
Inanycustomerservicetransaction,thebehaviourofthecustomerandthebehaviouroftheservicedelivererisaffectedbythewaytheytreateachother.Behaviourthereforeaffectsthequalityofthecustomerexperiencebecausethewaytheservicedelivererbehavesaffectsthewaythecustomerfeelsaboutthecustomerservice
BodyLanguage
Wecommunicateusingwordsbuttheydon’tusuallytellthewholestory.Bodylanguageisacollectionofexpressionsonourfaceandgestureswemake.Veryoftenbodylanguagetellsusmoreaboutwhatsomebodyisactuallythinkingthanthewordstheyuse.
Whenyouaredealingwithacustomeryoucanlearnalotaboutwhatheorsheisthinkingfromthebodylanguage.Thisalsomeansthatyouneedtobeawareofthemessagesyouaregivingtothecustomerthroughyourownexpressionsandgestures–yourownbodylanguage.
CodeofPractice
ManytradeassociationsandprofessionalbodieshaveaCodeofPracticethatguidesmembersonhowtheyshouldconducttheirbusiness.
MostCodesofPracticeincludeguidanceonhowtodealwithcustomers.Inparticulartheyusuallycoverhowmembersshoulddealwithcomplaintsandcustomerproblems.
CodesofPracticedonothavethesamekindofauthorityasregulationandlegislation.However,ifamemberalwaysignoresaCodeofPractice,theassociationorprofessionalbodymaymakeitverydifficultforthatmembertocontinueinbusiness.
Comparableorganisation
Someorganisationsdon’thavecompetitorsinthenormalcommercialsenseoftheword.GovernmentorganisationsliketheInlandRevenueandthePolicearegoodexamples.
Butifacustomerofoneofthoseorganisationsistryingtorateitscustomerserviceheorshewillprobablycompareitwithanorganisationthatseemstobesimilarinwhatitdoesorhowitisrun.
SoanInlandRevenuecustomermaycomparetheirservicewiththeservicetheyreceivefromaNationalInsuranceofficeandacustomerofthepolicemaycomparetheircustomerservicewiththatprovidedbythefireserviceortheambulanceservice.
Competitiveadvantage
Althoughacompetitorisanorganisationthatoffersproductsorservicesthataresimilartothoseofferedbyyourorganisation.Yourorganisationmayhavethecompetitiveadvantagebecauseitis:
-partofalargehighstreetchain
-betterplacedinthehighstreet•hascarparkingoutside
-aglobalorganisationwhichcanoffergoodsandservicesatmuchcheaperprices.
Wehavewitnessedthedemiseofthesmallbutcherandgreengrocerowingtothegrowthinhighstreetsupermaketswherethesmallerorganisationcouldnotcompetewithlargerstocklevels,lowerpricesorlongeropeningtimes.
Competitor
Mostorganisationsarenottheonlyonesthatprovideparticularproductsorservices.Mostcustomerscanchoosetousetheproductsorservicesofanotherorganisationratherthanyours.
Soacompetitorisanorganisationthatoffersproductsorservicesthataresimilartothoseofferedbyyourorganisation.Yourcustomermaychoosetousetheseotherorganisationsinsteadofyourown.
Complaint
Whenacustomerfeelsstronglyenoughthathisorhercustomerexpectationshavenotbeenmet,heorshemaymakeacomplaint.
Acomplaintiswhenacustomerbringsaproblemtotheattentionoftheorganisationandexpectssomeredress,probablyoverandabovesimplysupplyingtheoriginalproductorservicethatwasthecauseofthecomplaint.
Complaintsareoftenusedbyregulatorsasonemeasureofthesuccessoftheorganisation’scustomerservice.
Consistentservice
Customersatisfactionisaffectedbycustomerexpectationsabouttheservicetheywillreceive.Ifthecustomerservicetheyreceiveisdifferentfromwhattheyexpected,thereisalwaysadangerthatcustomersatisfactionwillbelowerthanexpected.
Somanyorganisationstrytodeliverthesamecustomerservice,timeaftertime,sothattheservicecustomersreceivematchestheircustomerexpectationsandthisgivescustomersatisfaction.
Thisdoesnotstoporganisationsfromseekingcontinuousimprovementwhencustomerfeedbacktellsthemthatthereareparticularchangestocustomerservicethatwillincreasecustomersatisfaction.
Contingencymodelofanorganisation
Awayoflookingatanorganisationthatrecognisesthatitisshapedanddefinedbymanythingsincludingitspeople,thetechnologyituses,itsstructureandcultureandwhatisgoingonintheworldoutside.
Alltheseareconstantlychangingandachangeinanyoneofthemaffectsalltheothers.Sothecontingencymodelhelpsustounderstandhowchangesdriveandshapeanorganisation.Particularly,ithelpsustounderstandwhatneedstobechangedtoimprovethecustomerservicethattheorganisationcanprovide.
Continuousimprovement
Manyorganisationstrytokeepaheadofcompetitorsbyprovidingbettercustomerservice.Ifcompetitorsalsodothis,organisationshavetokeepimprovingtheircustomerservicetostayahead.Sotheprocessofcontinuousimprovementhelpsorganisationstomakesurethishappensasamatterofroutine.
Customerserviceisdeliveredandcustomerfeedbackiscollected.Thecustomerfeedbackisusedtomeasurecustomerexpectationsandcustomersatisfaction.
Theinformationfromthecustomerfeedbackisusedtofindwaysofimprovingthecustomerserviceandchangesaremade.
Customerserviceisdeliveredinanewandimprovedwayandthecyclestartsagain.
Frontlinestaffandsupportstaffarebothinvolvedincontinuousimprovementbuttheymusthavetheauthoritytomakethechangesthatareneededfortheimprovements.
Contract
Acontractisanagreementbetweentwopartiesthatcanbeenforcedbylaw.Acontractdoesnothavetobeinwritingbutitismoredifficulttoproveifitisnotinwriting.
Sometimescustomerservicecanbecomepartofacontract,usuallyiftherehasbeenanagreementputinwriting.Itisgenerallyrecognisedthatifacustomerorservicedelivererhastousethecontracttoenforcetheagreement,customersatisfactionhasnotbeenachieved.
Costsandresources
Deliveringcustomerserviceinvolvesanorganisationinspendingmoneyandusingresourcessuchasstafftime,equipmentandmaterials.Itisimportantforyoutounderstandwhatcostsandresourcesareinvolvedindeliveringcustomerserviceinyourorganisation.
Itisalsoimportanttounderstandhowcostsandresourceswillbeaffectedbyanyproposedchangesincustomerservice.
Customer
Acustomerissomebodywhoreceivescustomerservicefromaservicedeliverer.
Generallyitiseasiertoseeacustomerasapersonbutsometimesanorganisationcanbeacustomer.Inmostcasesacustomerorhisorherorganisationispayingdirectlyorindirectlyfortheservicethatisbeingreceived.
Ifacustomerisaprivateindividualorcomesfromanotherorganisationheorsheisanexternalcustomer.Ifacustomercomesfromanotherpartofthesameorganisationheorsheiscalledaninternalcustomer.
Customercharter
Someorganisationschoosetotellcustomersabouttheirserviceofferinastatementofwhattheywilldoforthecustomerandcallitacustomercharter.
Somecustomercharterssetoutwhattheorganisationwilldotocompensateacustomerwhencustomerservicehasnotbeendeliveredinlinewiththecharter.
Acustomercharterisastatementofintentandisgenerallynotpartofthecontractthataservicedeliverermakeswithitscustomer.
Customerexpectations
Customerexpectationsarewhatpeoplethinkshouldhappenandhowtheythinktheyshouldbetreatedwhenaskingfororreceivingcustomerservice.
Expectationsareformedby:
-whatpeoplehearandsee
-whattheyreadandwhattheorganisationtellsthem
-whathappensduringthecustomerexperience
-whathashappenedtotheminothercustomerserviceexperiences.
Generallycustomerexpectationsriseandorganisationstrytomatchthatrisethroughcontinuousimprovementincustomerservice.
Customerexperience
Customerexperienceiswhatacustomerfeelsandremembersaboutthecustomerservicethatheorshehasreceived.
Thecustomerexperienceofanindividualcustomerservicetransactionaffectsthecustomerrelationshipandinfluencescustomerexpectationsforthefuture.
Whenacustomerisabouttoreceivecustomerservicehisorhercustomerexpectationsareinfluencedbyallthecustomerexperiencesthatheorshehashadinthepastbothwithyourorganisationandwithothers.
Customerfeedback
Customerfeedbackisinformationaboutcustomerperceptionsofcustomerservicecollectedbytheorganisationfromcustomersorgiventotheorganisationbycustomers.
Customerfeedbackcanbecollectedformally
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