前言
使用说明
1．客服入门
相关概念
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
客服人员技能要求
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！参考答案
2．面对面客服
基础社交：问候
It's nice to finally meet you face to face．
基础社交：闲聊话题
Have you ever been to Beijing before？
How was the weather？
基础社交：热情招待
CanI getyou some coffee ora cold drink？
基础社交：告别
Solongfor now．
会议：开场白
Well，we all seem to be here now．Let’S begin．
会议：介绍议题
We are meeting today to talk about a new mar-keting strategy．
会议：询问情况
I've done some research into your company It seems you have made progress in your sales Is that right？
会议：提出建议
My suggestion is to use the new version．
会议：表达同意
I think you’re right．
会议：征询意见
So，that was my suggestion．Is that suitable for you？
会议：结束语
That was a very useful meeting．
展会：发起交谈
Excuse me，may I help you？
展会：具体讲解
We're here every year and it's quite an important
eventfor US．
展会：具体询问
Are you looking for anything in pa rticular？
展会：建立联系
Do you mind if I take your business card？
展会：结束交谈
I hopeyou enjoythefair．
演示：开场问候
Good morning／afternoon，ladies and genUemen．
演示：自我介绍
Let me just start by introducing myself．My name is……
演示：点明主题
What l'd like to present to you today is…
演示：说明目的
I hope that you will leave this room with a better
understanding of our new marketing strategy．
演示：描述产品/服务
Our product range includes machine tools and light industrial products．
演示：强调特点
We stand out from our competitors because our products are very of high quality．
演示：提供产品资料
I hope you’II pick up one of our leaflets．
演示：后续跟进
I，II send you the latest brochure tomorrow．
演示：总结概括
Just to summarize the main points of my talk．
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