客户服务-中级

顾客服务顾客服务顾客服务顾客服务----中级中级中级中级24x7(adverbphrase)=每周7天，每天24小时alwaysavailable;anabbreviationfor24hoursperday,sevendaysperweekManycallcentersareopen24x7.Youcancallthemwheneveryouneedhelp.activeline(nounphrase)=活动线路atelephonelinethatisreadytotransmitdataDuringbusyperiodsoftheday,wesometimesrunoutofactivelines,socustomershavetowaitlonger.adherence(noun)=坚持thedegreetowhichagentsortechniciansareabletofollowtheirplannedworkscheduleAdifficultproblemcantakealongtimetoresolve,andthatcanaffectanagent'sadherence.agent(noun)=座席anemployeeinacustomerservicedepartmentwhoisresponsiblefordirectlyhelpingcustomersInourcustomerservicedepartment,wehave15agents.Atleastfiveofthemareondutyduringeachshift.analyst(noun)=分析员anemployeewhoisresponsiblefordefiningproblemsanddevelopingprocessesforresolvingthemAfteronlyafewmonths,ournewanalystgreatlyimprovedtheefficiencyofourcustomerservicedepartment.apologize(verb)=道歉saythatyouaresorryfordoingsomethingCustomerservicerepresentativesoftenneedtoapologizetocustomersforproblemswithaproductorservice.arrivaltime(nounphrase)=到达时间thetimeatwhichatechnicianreachesacustomerinresponsetoaservicerequestWereceivedtheservicerequestatnoonandactedquickly.Thetechnician'sarrivaltimewas1:35.assignee(noun)=被指派人anemployeewhoisgiventheresponsibilityformanagingandresolvingaparticularcustomerservicerequestManycompanieshaveasystemfortrackingcustomerservicerequestsandtheassigneeswhoareresolvingeachproblem.assignment(noun)=指派aproceduresetupbyacustomerservicedepartmenttodesignateanagentortechniciantohandleacustomerservicerequestAfteranassignmentismade,ourdepartmentmonitorsthesituationuntilitisresolved.baseline(noun)=基线acurrentstatisticorstandardthatwillbeusedtomeasurefutureprogressWewilluselastyear'stotalsalesasabaselineformeasuringoursalessuccessthisyear.顾客服务-中级(2)beafraidthat(verbphrase)=恐怕anexpressionusedtointroducebadnewsIamafraidthatwehaven'tbeenabletolocateyourorderyet.behavior(noun)=行为aperson'sactionsSupervisorswatchthebehaviorofcustomerserviceagentscloselytomakesuretheyarepoliteandhelpfultocustomers.benchmark(noun)=基准astandardthatresearchersusewhenmakingcomparisonsormeasurementsThelatestresearchfromthatinstituteissoexcellentthatitwillserveasabenchmarkforfutureresearch.bestpractice(nounphrase)=最佳实践aspecificprocedurewithinanindustrythatisrecognizedasbeingbetterthanotherproceduresthataccomplishthesamegoalOurapproachtohandlingcustomercomplaintsisconsideredabestpracticeintheindustry.bodylanguage(nounphrase)=身体语言non-verbalhumancommunicationthatincludesfacialexpressions,gestures,andthedistancemaintainedbetweenpeoplePeople'sbodylanguagecantellusmoreabouttheirfeelingsthantheirwordsdo.broken(adjective)=破裂的notworking;faultyCustomerservicerepresentativesreceivemanycomplaintsaboutbrokenproducts.business-to-business(adjectivephrase)=B2BBtoBorB2B;usedtodescribecontactwithcustomerswhichareprimarilycompaniesratherthanindividualconsumersOurcustomerserviceteamhandlesprimarilybusiness-to-businesscontacts.callmonitoring(nounphrase)=呼叫监控aprocedureinwhichasupervisorlistenstoaphonecallbetweenanagentortechnicianandacustomeraspartofatrainingprocessoraspartofqualityassuranceSupervisorsusecallmonitoringtohelpmakesurethatnewagentsarereceivingthepropertraining.callrouting(nounphrase)=呼叫路由theprocedureoftransferringacustomerfromoneagent,technician,department,orlocationtoanotheroneWehavesophisticatedcallroutinginplacetomakesurethatcustomerscantalktosomeonewhounderstandstheirproblem.callscreening(nounphrase)=呼叫筛选theprocessofcollectingbasicinformationaboutacustomerbeforetransferringthecalltoanagentortechnicianCallscreeninghelpscallcenterstransfercustomerstoanappropriateagentortechnicianquickly.顾客服务-中级(3)callvolume(nounphrase)=呼叫量thetotalnumberofcallshandledbyacallcenterduringasetperiodoftimeOurcallvolumeishighestinthemorning.callerID(nounphrase)=主叫方代号atelephonefeatureinwhichthetelephonenumberofthepersonmakingthecallappearsinascreenonthetelephoneofthepersonbeingcalledCallerIDsavestimeforcallcenteragentsbecausetheydon'thavetoaskforthecaller'sphonenumber.case(noun)=案例adescriptionofacustomer'sproblemandtheassociatedsolutionAccuraterecordsofcasescanhelpcompaniestrackthefrequencyofspecificproblems.caselibrary(nounphrase)=案例库astoragearea,usuallyonaserver,whereacompanycollectsitsdescriptionsofcustomerproblemsandthesolutionsfortheproblemsAnup-to-datecaselibraryisthefoundationofgoodtechnicalsupport.closure(noun)=关闭thelaststepinthecustomerserviceprocess,duringwhichthecustomer'sproblemissolvedToensurecustomersatisfaction,agentsandtechniciansshouldtrytoreachclosureasquicklyaspossible.competitiveprice(nounphrase)=竞争价格apriceforaproductorservicethatisclosetothepricesofferedforthesameproductorservicebyothercompaniesinthesameindustryMycompanyofferscompetitivepricesforallofourproducts,andmostofourpricesarebelowthoseofourcompetition.competitor(noun)=竞争对手acompanyororganizationthatprovidesthesameproductsandservicesasanotheroneWetryhardtoprovidebettercustomerservicethanourcompetitors.complaint(noun)=投诉astatementofaproblemthatacustomerhaswithacompany'sproductorserviceMost