資源描述：
《客戶服務(wù)-中級(jí).pdf》由會(huì)員上傳分享，免費(fèi)在線閱讀，更多相關(guān)內(nèi)容在行業(yè)資料-天天文庫。
1、顧客服務(wù)顧客服務(wù)-顧客服務(wù)---中級(jí)中級(jí)24x7(adverbphrase)=每周7天，每天24小時(shí)alwaysavailable;anabbreviationfor24hoursperday,sevendaysperweekManycallcentersareopen24x7.Youcancallthemwheneveryouneedhelp.activeline(nounphrase)=活動(dòng)線路atelephonelinethatisreadytotransmitdataDuringbusyperiodsoftheday,wesometimesrunoutof
2、activelines,socustomershavetowaitlonger.adherence(noun)=堅(jiān)持thedegreetowhichagentsortechniciansareabletofollowtheirplannedworkscheduleAdifficultproblemcantakealongtimetoresolve,andthatcanaffectanagent'sadherence.agent(noun)=座席anemployeeinacustomerservicedepartmentwhoisresponsiblefordire
3、ctlyhelpingcustomersInourcustomerservicedepartment,wehave15agents.Atleastfiveofthemareondutyduringeachshift.analyst(noun)=分析員anemployeewhoisresponsiblefordefiningproblemsanddevelopingprocessesforresolvingthemAfteronlyafewmonths,ournewanalystgreatlyimprovedtheefficiencyofourcustomerser
4、vicedepartment.apologize(verb)=道歉saythatyouaresorryfordoingsomethingCustomerservicerepresentativesoftenneedtoapologizetocustomersforproblemswithaproductorservice.arrivaltime(nounphrase)=到達(dá)時(shí)間thetimeatwhichatechnicianreachesacustomerinresponsetoaservicerequestWereceivedtheservicerequest
5、atnoonandactedquickly.Thetechnician'sarrivaltimewas1:35.assignee(noun)=被指派人anemployeewhoisgiventheresponsibilityformanagingandresolvingaparticularcustomerservicerequestManycompanieshaveasystemfortrackingcustomerservicerequestsandtheassigneeswhoareresolvingeachproblem.assignment(noun)=
6、指派aproceduresetupbyacustomerservicedepartmenttodesignateanagentortechniciantohandleacustomerservicerequestAfteranassignmentismade,ourdepartmentmonitorsthesituationuntilitisresolved.baseline(noun)=基線acurrentstatisticorstandardthatwillbeusedtomeasurefutureprogressWewilluselastyear'stota
7、lsalesasabaselineformeasuringoursalessuccessthisyear.顧客服務(wù)-中級(jí)(2)beafraidthat(verbphrase)=恐怕anexpressionusedtointroducebadnewsIamafraidthatwehaven'tbeenabletolocateyourorderyet.behavior(noun)=行為aperson'sactionsSupervisorswatchthebehaviorofcustomerserviceagentscloselytomakesuretheyarepol
8、itean
