1、LOGISTICS ENGLISH物流专业英语物流专业英语 Chapter Six Customer CommunicationLearning Goals1.Understand the definition and contents of logistics service2.Learn how to improve logistics service3.Know how to lodge,accept or refuse a claim.4.Master communication skills in handling customer claims.5.Writing skills i
2、n customer service.Useful words and phraseslodge ld vt.提出提出(报告、要求、申诉等报告、要求、申诉等)claim kleim n.（尤指向公司、政府等）（尤指向公司、政府等）(根据保险根据保险政策、赔偿法等政策、赔偿法等)要求的付款；索款、索赔要求的付款；索款、索赔;(根据权根据权利而提出的利而提出的)要求要求container kntein n.容器容器;集装箱集装箱,货柜货柜adequate dikwit adj.充分的充分的,足够的足够的;适当的，胜适当的，胜任的任的dock dk n.码头码头 annoyance nns n.恼怒
3、恼怒;烦恼烦恼;打扰打扰 prompt prmpt adj.立刻的立刻的,迅速的迅速的,准时的准时的liable laibl adj.(法律上法律上)负有偿付责任负有偿付责任(for sth;不不可用在名词前可用在名词前)unsound nsand adj.不健全的不健全的,情况不佳的情况不佳的,虚弱虚弱的的;有缺点的有缺点的,有错误的有错误的sincerity snserti:n.真实真实;诚心诚意诚心诚意;纯真纯真 retain ritein vt.保持保持;保留保留 compensate kmpenseit vt.&vi.补偿补偿,弥补弥补vt.给（某人）赔偿（或赔款）给（某人）赔偿（或
4、赔款）incident insidnt n.发生的事发生的事,小插曲小插曲deteriorate ditirireit vi.恶化恶化,变坏变坏,退化退化 allocate lkeit vt.分配分配,分派分派 monitor mnit vt.检查；跟踪调查检查；跟踪调查;密切注视，监督密切注视，监督supervise sju:pvaiz vt.&vi.监督监督,管理管理 facility fsiliti n.能力能力;设备设备,设施设施 supplement spliment vt.增补增补,补充补充customize kstmaz vt.订制，订做，改制（以满足订制，订做，改制（以满足客户
5、的需要）客户的需要）contradict kntrdikt vt.&vi.反驳反驳,否认否认的真实性的真实性 vt.与与发生矛盾发生矛盾,与与抵触抵触 integrate intireit vt.使结合成为整体；使一体化；使结合成为整体；使一体化；使结合；使合并使结合；使合并(常与常与with，into连用连用)adopt dpt vt.&vi.采取采取solution slu()n n.解决方案解决方案lineup lanp n.阵容；一组人；电视节目时间表阵容；一组人；电视节目时间表specialist spe()lst n.专家专家asset set n.资产；优点；有用的东西；有利条件
6、；资产；优点；有用的东西；有利条件；财产；有价值的人或物财产；有价值的人或物tailor tel vt.剪裁；使合适剪裁；使合适 n.裁缝裁缝 vi.做裁缝做裁缝brokerage brk()rd n.佣金；回扣；中间人业务佣金；回扣；中间人业务customerize:vt.客户化客户化customer service:客户服务客户服务Customer Relationship Management(CRM):客户关客户关系管理系管理Efficient Customer Response(ECR):有效客户反应有效客户反应note down记下记下tracking system:跟踪系统，追踪
7、系统跟踪系统，追踪系统risk sharing:风险分担风险分担strategic alliance:战略联盟（两家公司的合作安排，战略联盟（两家公司的合作安排，两者决定分享资源，互补长短）；策略联盟两者决定分享资源，互补长短）；策略联盟shipping line:水运水运 航线；航运公司航线；航运公司customs broker:报关行；报关行；贸易贸易税收税收 海关经纪人海关经纪人cross-docking:接驳式转运；直接换装；交叉运输接驳式转运；直接换装；交叉运输just-in-time:(公司为减少原材料等物品的库存必要公司为减少原材料等物品的库存必要时才进货的时才进货的)适时制适时
8、制(的的)，零库存，零库存(的的)，及时盘存调节，及时盘存调节法法(的的)，按需及时发送，按需及时发送(的的)略作略作JITin-transit:在途的在途的production line:生产线生产线material kitting:物料齐套物料齐套Inspection and Quarantine:检验检疫检验检疫Vendor Managed Inventory:供应商管理库存供应商管理库存Reverse Logistics:逆向物流逆向物流 Background:Allen,the secretary of Customer Service Office of City Star,has
9、 to deal with many incidents related to logistics every day.Dialogue 1 Lodge a claim Allen:Good morning.This is Customer Service Office of City Star.Customer:Good morning.Im the manager from Guangzhou Mens Shoes Company.Im calling for lodging a claim against your company.Allen:Were pleased to work f
10、or you.Whats the matter,sir?Customer:Our company ordered a container of mens shoes a week ago.But after receiving the goods,we found there is one pair missing and several packages broken.Though the quantity is small,we consider it is fully related to service quality.We have informed the factory of t
11、he case.But it showed us the evidence that the amount is adequate and in good condition when being loaded on board at the dock.It meansts not the fault of the factory.The goods must be missing and broken during the transportation or the uploading done by your logistics company.Im afraid its your mis
12、take.Allen:We can understand the inconvenience and annoyance you have suffered,and now I have noted down the claim.We will try our best to investigate the case and reply you as soon as possible.Customer:Thanks a lot.Your prompt attention is appreciated.Goodbye.Allen:Goodbye.Key Expressions:1.lodge a
13、 claim against+(person)on+(product)for+(reason)因何原因为某产品向何人提出投诉因何原因为某产品向何人提出投诉2.when being loaded on board at the dock (货物货物)在码头装船时在码头装船时3.Your prompt attention is appreciated.感激您的及时回应感激您的及时回应!Dialogue 2 Accept a claim Allen:Peter.Guangzhou Mens Shoes Company lodged a claim against our company.Peter:
14、Explain the details to me.Allen:Several days ago,we shipped a container of Mens shoes from Sunshine Mens Factory to its customer Guangzhou Mens Shoes Company.Guangzhou Mens Shoes Company claimed yesterday that a pair of shoes was missing and several packages broken.I have contacted with the factory
15、and sent investigators to check the goods.Im sorry to say that its really our fault and nothing to do with the factory.The carelessness of our carriers caused missing and damage of the goods.Im afraid were liable for the damage.Peter:I see.A pair shoes missing and how many packages are in unsound co
16、ndition?Allen:Twenty.Here are the evidences,including the investigation report.Peter:Ok.Since you have made a careful investigation of the case,I propose to solve it right away.Allen:Do you mean to compensate for the loss?Peter:Yes,thats right.Customer is God.Especially its our fault now.We should e
17、xpress our sincerity to retain our relationship.Contact the manager of Guangzhou Mens Shoes Company,tell him we agree to compensate and ask what he wants us to do.Allen:Ok.Ill do it right now.(Allen is on the phone with the manager of Guangzhou Mens Shoes Company.)Customer:Good afternoon.This is the
18、 Guangzhou Mens Shoes Company.Allen:Good afternoon.Could I speak to manager of your company?Customer:Speaking,please.Allen:Hello.This is Allen from City Star.You called me up yesterday for the claim.Customer:Yes.Hows going on with the matter?Allen:We have made a full investigation of the case.We wis
19、h to express our deep regret at this incident.We are sure to compensate you.May I ask how would you like to settle the claim?Customer:Im glad to hear that.The shoes lost are 100 yuan.The damage of twenty packages is valued 400 yuan.500 yuan in total.Since the damage is not big and the most important
20、 is your effective working and good manner show your sincerity of cooperation,I just charge you 500 yuan.Allen:Thank you very much.We apologize for the inconvenience caused.We will send the money to you as soon as possible.I do hope this unpleasant incident will not affect our business in future.Cus
21、tomer:We appreciate your positive action towards this case.We hope so.Key Expressions:1.We are liable for the damage.我们应该承担损坏赔偿责任。我们应该承担损坏赔偿责任。2.in unsound condition情况糟糕，情况糟糕，状况不好状况不好3.You have made a careful investigation of the case.你已经对此事件作了仔细的调查。你已经对此事件作了仔细的调查。pensate for赔偿赔偿5.on the phone正在讲电话正
22、在讲电话6.We wish to express our deep regret at this incident.我们对此次事件表示深深的抱歉。我们对此次事件表示深深的抱歉。7.We apologize for the inconvenience caused.给您造成不便，请您原谅。给您造成不便，请您原谅。8.I do hope this unpleasant incident will not affect our business in future.我希望这起不愉快的事件不会影响到我们未来的我希望这起不愉快的事件不会影响到我们未来的生意。生意。9.We appreciate your
23、 positive action towards this case.我们很感激您方在处理这件事情上的积极行动。我们很感激您方在处理这件事情上的积极行动。Dialogue 3 Refuse a claim Allen:Good morning.This is Customer Service Office of City Star.Customer:Good morning.I want to lodge a claim about your logistics service.Allen:Could you explain it clearly?Customer:The foods I or
24、der from you have gone bad.I suffered a lot.Allen:We really regret hearing that.Can you tell me when did you order the food?Customer:The day before yesterday.Allen:When did you receive?Customer:Yesterday afternoon.Allen:Could you tell me your order No.?Customer:Yes.No.5302.Allen:Wait a moment,please
25、.Sir,your order wasdelivered directly from the factory to your shop right after the package was finished in the morning.The transport time was only half a day.And the truck we provided was air conditioned.I dont think it would cause the deterioration.Customer:It makes sense.But the foods are really
26、useless for me.What should I do?Allen:Have you told to the factory?I guess they might have gone bad when in the factory.Customer:I think so,too.Thanks for recommendation.Allen:If you need any help in your investigation,please let me know.Customer:Thats good.Thank you.Key Expressions:1.gone bad 变质变质2
27、.We really regret hearing that.听到发生了这样的听到发生了这样的事情，事情，我们很抱歉。我们很抱歉。3.transport time 运输时间运输时间4.air conditioned 有冷气的有冷气的5.It makes sense.有道理。有道理。Dialogue 4 Meet customers needs Allen:Peter.I just checked the shipping space for our overseas customer David and found there is not enough space for a whole s
28、hipment.But the deliverytime is urgent.Peter:En not enough space?You mean there is some space left?Allen:Yes.But the space is only enough for 60%of goods.Peter:Have you checked the contract?Is there any note about partial shipment?Allen:Let me have a look.Yes.There is a note under the shipment claus
29、e“Partial shipment and transshipment are allowed if any beyond control happens.But it should be consulted with the buyer on the shipment.”Peter:Good.Discuss with David about our solution on first partial shipment of 60%goods.The others should be transported or transshipped as soon as possible after
30、the first shipment.Allen:I got it.Key Expressions:1.delivery time 交货时间交货时间2.partial shipment 分批装运分批装运3.beyond control 能力控制之外的能力控制之外的 ReadingBackground:Customer service is the provision of service to customers before,during and after a purchase.Taking care of your customers,their needs and desires in
31、 a professional and courteous manner.Customer service is the key to an organizations success.Text A:Communication in Logistics Service Effective communication is a critical component of customer service for all organizations.Customer service efforts are designed to ensure the prompt and efficient de
32、livery of quality products and services to customers,as well as the effective recovery from any service-related issues that may arise.In dealing with customers,communication is essential,whether it is face-to-face,over the phone,via email or,increasingly,through online channels.Learn from the previo
33、us units,we know that logistics is a whole process consists of the transportation,storage,loading and uploading,handling,package,processing,distribution and information management.Particularly speaking,the activity of the logistics service includes these main aspects:consumer services,demand predict
34、ion,order processing,distribution,inventory control,transportation,store management,site selection and allocation of factory and storehouse,loading and uploading,handling,purchasing,packaging,intelligence and information.Clearly customer service is becoming a priority.In fact,just about every type o
35、f business has customer service staff.For those in customer service positions,strong communication and effective problem-solving skills are must-haves.Call center representatives must be able to listen well and communicate effectively verbally.Those who respond to customers via written channels must
36、 also have strong typing,spelling and grammar skills and the ability to convey information effectively in an online environment.Communication also comes into play when dealing with customers questions and complaints,a reality of this type of work.Effective communication in customer service requires
37、a thorough understanding of the needs and perspectives of customers-what is important to them and their expectations in terms of service,product quality,communication and follow through.Many companies conduct surveys to determine what customers expect and how well they are doing at meeting those exp
38、ectations.This kind of overall feedback can be helpful,but customer service employees also benefit from the one-on-one feedback they receive from their interactions with customers.NOTES1.Customer service efforts are designed to ensure the prompt and efficient delivery of quality products and service
39、s to customers,as well as the effective recovery from any service-related issues that may arise.客户服务的努力旨在确保及时和高效地交付优质的产客户服务的努力旨在确保及时和高效地交付优质的产品和服务给客户，以及有效地恢复任何可能出现的和品和服务给客户，以及有效地恢复任何可能出现的和服务相关的问题。服务相关的问题。2.inventory control存货控制存货控制3.store management仓库管理仓库管理4.site selection and allocation of factory
40、and storehouse工厂和仓库的选址及布局工厂和仓库的选址及布局5.Effective communication in customer service requires a thorough understanding of the needs and perspectives of customers-what is important to them and their expectations in terms of service,product quality,communication and follow through.在客户服务中的有效沟通需要透彻了解客户的需求在
41、客户服务中的有效沟通需要透彻了解客户的需求和观点和观点-什么对他们是重要的，以及他们在服务，产什么对他们是重要的，以及他们在服务，产品质量，沟通和跟进方面的期望。品质量，沟通和跟进方面的期望。Text B:How to improve Logistics Service In the technology and knowledge based society,logistics industry in the world is thriving with each passing day with the development of the world economy.In order t
42、o have a sustainable development and gain the most profit,logistics companies are making great effort to better logistics service,or we can say service quality.In order to learn the logistics service more clearly,we can divide logistics service into two parts:inner logistics service and outer logist
43、ics service.Inner logistics service includes service quality and working quality within a company.Every section in a corporation works for other sections.It means every person provides service to others.Through the mutual service,they achieve cooperation.The outer logistics service means service amo
44、ng two or more companies or between company and customer.It has a huge scope,covering all the above main aspects.The service quality inner the logistics companies should be improved in four main aspects:1)The workers quality,from managers to labors.It can be done when recruit employees and improved
45、through professional training.2)System of organization.Logistics companies should adjust their systems according to the development of themselves and nations.3)The management of the whole company.It means the monitoring and supervision.4)The working facilities,technologies and environment.Advanced f
46、acilities and technologies enable the fulfillment of outstanding service.And a pleasant environment creates a labor of love,not pressure.As a proverb saying,a people united can move mountains.Only the inner of a company is united,can it do best?Generally speaking,when we mention the logistics servic
47、e,we often mean the logistics customer service,which is related to our customers,including companies and personals.An excellent logistics service aims to provide perfect service to its customers in the good condition,in the right place,at the correct time and at the favorable price.As we all know,re
48、putation is the life of a business.So customer service is crucial to the development of a company.Nowadays,more and more companies recognize that customers are the core of a business and a companys success depends on effectively managing its relationships with customers.Logistics companies should st
49、art with the customer and work backwards.Try to obtain detailed information about customers behaviors,preferences and needs,it can be better to set prices,negotiate terms,improve promotions,supplement product features and customize their relationship with certain customers.Almost every logistics com
50、pany puts its emphasis absolutely on the customer services and the companys benefits.However,better the logistics service may cost more in logistics activities.There is always a contradiction between the service and cost.How to find a balance?It is the key point and what all logistics companies are
