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1、外文翻譯原文SettingStandardsforQualityServiceinLogisticsMaterialSource:EmeraldBackfilesAuthor:RichardLancioni,JohnLGattornaThemajorissueincustomerserviceforthe1990swillbequality.Theperspectiveonetakeswhendevelopinganapproachtoachievequalityservicemustbebasedontheprecep
2、tof"consistency".Becausecustomerservicecoverssuchavarietyoftasksinanorganization,itisimportantforacompanytodefineexactlywhatcustomerserviceisandwhatfunctionsitwillinclude,beforeitundertakesaqualityserviceinitiative.Ingeneral,customerserviceencompassesfourgeneralt
3、askareas:problemresolution;customerinformation;orderadministration;andtelemarketing.(1)ProblemResolutionResolvingcustomerproblemsisthemostcommontaskthatcustomerserviceperforms.Itisthemostcomplexandoftenthemostdifficultandstressfultaskforaservicepersontoengagein.G
4、enerally,theproblemresolutionprocesshassixstages.Stage1.DiagnoseCustomerProblem.Thisstageisthemostimportantsincetheservicerepresentativemustdiagnosethecustomerproblemandgathertherelevantinformation,beforetheresolutioncanbedeveloped.Thekeyquestionstoaskincludewhat
5、?where?how?why?andtowhatextent?Stage2.Follow-upwithCustomerforAdditionalData.Thisstagemayormaynotbeneeded,dependingupontheinteractionthattakesplace-inStage1.Here,theservicerepresentativegoesoverwiththecustomertheinformationthatwasprovidedtoensureitscompleteness.S
6、tage3.DataGathering.Thisstageisthelongestandthemostintricate,sincethepertinentdatamaybehiddeninaninternaldepartmentorapartofaninternalprocessthatisunfamiliartotheotherservicerepresentatives.Thedatagatheringmayincludeinformationfromsales,marketing,manufacturing,fi
7、nance,technicalsupport,fieldsales,etc.Stage4:DevelopTentativeSolution.Beforeafinalsolutionisdeveloped,itisimportanttocheckwiththecustomertoensurethatallaspectsoftheproblemhavebeenaddressed.Atentativesolutionmaybeappropriateanditshouldbereviewedwiththecustomer,bef
8、oreafinalagreementisreached.Stage5:ModifySolution.Thisisanoptionalstepbasedonthecomplexityofthebuyingprocessandthenatureoftheproblem.Stage5isnecessaryinsituati