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实用物流专业英语主编李卫平张虹CustomerServicePartIAnIntroductiontoCustomerServicePartIISampleCommunicationsPartIIIPracticalReadingsPartIAnIntroductiontoCustomerService客户服务是供应商和买家之间综合的一系列活动,客户服务能提高销量,有利于更有效使用供应商的产品。客户服务涵盖了各种各样的形式,包括售后服务、比如维护、修理和更换,延长质保服务,定期邮寄信息和免费电话查询和投诉。Customerserviceistheintegratedseriesofactivitiesbetweenasupplierandabuyerthatenhancesthesaleandfacilitatestheeffectiveuseofthesupplier’sproducts.Customerservicecoversawidevarietyofforms,includingafter-saleservicing,suchasmaintenance,repairandreplacementservice,extendedwarranties,regularmailingsofinformationandfreecalltelephonecallsincaseofenquiriesandcomplaints.PartIAnIntroductiontoCustomerService产品供应链管理的目标正是为客户提供能有效满足他们需求的产品。技术层面来说,客户服务就实现客户订单的整个过程。这个过程包括在收订单，管理付款,挑选整理货物，包装货物、运输和投递委托物,为终端用户提供售后服务，处理有可能回收的货物。Anobjectiveofawell-managedproductsupplychainisindeedtosupplyaproducttocustomersinsuchawaythateffectivelysatisfiestheirneedfortheproduct.Technically,customerserviceistheentireprocessofcustomerorderfulfillment.Theprocessincludesthereceiptoftheorder,managingthepayment,pickingandpackingthegoods,shippinganddeliveringtheconsignment,providingafter-saleservicefortheend-userandhandingthepossiblereturnofthegoods.PartIAnIntroductiontoCustomerService顾客服务可以根据供应商和顾客的交易发生的地点不一样分为不同类型。可以分为交易前服务，交易中服务和交易后服务。Customerservicecanbegroupedaccordingtowhenthetransactionbetweenasupplierandacustomertakesplace.Thesegroupscanbecategorizedintopre-transaction,transactionandpost-transactioncomponents.PartIAnIntroductiontoCustomerService交易前服务为了到达令人满意的服务而建立有利的环境。它提供了一份客户服务方针的书面申明，例如，货物什么时候被交付，处理退货和延期交货的程序是什么，预期计划的运送方法和通知客户的方法是什么。应急计划的建立就是为了当不可控外部事件或者自然灾害影响正常服务的提供时，建立一个机构实施顾客服务政策，同时为顾客提供技术培训，产品用户手册。Thepre-transactioncomponentestablishesconductivecircumstancesfordesirablecustomerservice.Itprovidesawrittenstatementofthecustomerservicepolicy,suchaswhenorderedgoodswillbedelivered,theprocedureforhandlingreturnsandbackorders,themethodsofshipmentandinformingcustomersofthekindofservicethenmayexpect.Contingencyplansareestablishedfortimeswhenuncontrollableexternaloccurrencesornaturaldisastersinfluencenormalserviceprovision,creatinganorganizationalstructuretoimplementcustomerservicepolicy,andprovidingtechnicaltrainingandproductusermanualsforcustomers.PartIAnIntroductiontoCustomerService交易前的另一个元素是在可能的情况下供应商是提供先进的高科技设备或者高级的经久耐用的设备,当时需要创新或改进新模型的时候要及时通知用户。这种前瞻性的沟通可以提醒用户去检查他们资金投资和可替换的项目的组成和时机。采取这样的行动的高科技产品供应商能够维护客户关系，甚至在未来增加他们的竞争优势。所有这些交易前服务潜在的巩固了买家和供应商的关系。Anotherelementofthepre-transactioncomponentmay,inthecaseofsuppliersofhigh-technologyoradvanceddurableequipment,istoinformusersastowheninnovativeornewimprovedmodels,willbeavailable.Suchproactivecommunicationcouldalertuserstotheneedtoreviewthecompositionandtimingoftheircapitalinvestmentandreplacementprogrammes.Suchactionbysuppliersofhigh-technologyproductscouldenabletheirclienttomaintainandevenincreasetheircompetitiveedgeinthefuture.Incombinationallthesepre-transactionaspectshavethepotentialtoenhancesoundbuyer-supplierrelations.PartIAnIntroductiontoCustomerService交易中服务是在直接把产品交付给顾客的过程中的行为。比如决定库存水平，选择运输服务和技术，建立订货-加工程序。这些行为,反过来,影响交货期、订货的准确性，产品运输和使用时的物理状况。Thetransactioncomponentconsistsoftheactionsthatdirectlyresultinthedeliveryoftheproducttothecustomer.Examplesaredetermininginventorylevels,selectingtransportserviceandtechnology,andestablishingorder-processingprocedures.Theseactions,inturn,affectdeliverytimes,accuracyoforderfilling,physicalconditionofgoodswhendeliveredandproductavailability.PartIAnIntroductiontoCustomerService交易后服务的范围是在产品应用期间或者售后使用期间，其目的是为了避免消费者和使用者使用有缺陷的或功能异常的产品,它提供了产品的可重复使用组件，容器，包装的退还,例如,可退还的瓶子，可重复使用的圆筒和货盘。交易后服务需要处理索赔、投诉和退货;履行产品售后服务保证,在保修过期后履行产品的维修协议。客户的期望是有效和高效的售后服务，这个期望对于提高产品竞争力，让顾客在品质和价格上失去信心的售后服务可能导致产品卖不出去。Thepost-transactioncomponentrepresentsthespectrumofservicesneedtosupporttheproductduringapplicationoruseafterithasbeensold;toprotectconsumersandusersfromdefectiveordysfunctionalproducts;toprovideforthereturnofreusablecomponents,containersandpackages,forexample,returnablebottles,reusablecylindersandpallets;tohandleclaims,complaints,andreturns;andtofulfiltheconditionsofproductwarrantiesandproductmaintenanceagreementsafterawarrantyhasexpired.Customers’expectationsofefficientandeffectiveafter-saleserviceareofgreatimportanceinmakingproductscompetitive,andlackofcustomerconfidenceinthequalityandpriceofafter-saleservicesmaymakeproductsunsaleable.(From:JJVogt,WJPienaar,PWCdeWit,BusinessLogisticsManagement,OxfordUniversityPress,P23)PartIAnIntroductiontoCustomerServiceToimplementabasicserviceplatform,itisnecessarytospecifycommitmentleveltoallcustomersintermsofavailability,operationalperformance,andreliability.Thefundamentalquestion,“Howmuchbasicserviceshouldthesystemprovide?”isnoteasytoanswer.Thefactisthatmanyfirmsestablishtheirbasicserviceplatformsbasedontwofactors.Thefirstfactoriscompetitororindustryacceptablepractice.Inmostindustries,levelsaregenerallywellknownbyboththesuppliersandthecustomersthroughouttheindustry.Itisnotuncommontohearlogisticsandsupplychainexecutivesspeakofcustomerservicecommitmentsintermsof“doingaswellascompetition”or“b