商务英语- 公司里的客服部职责有哪些？
Business/ Departments in the company-customer service
The customer service department may also be known as the complaints department. The role of this part of the company is to communicate with customers who have made inquiries or complaints to the company.
This department is becoming more important in modern times as the general public are beginning to expect a certain level of service when contacting a company. Companies are spending more money on customer service and less on research and development to ensure the profitability (收益性)of a company.
Workers within this department of a company are known simply as customer service officers or agents. People who are best suited to this type of work will have strong telephone conversation skills and also good organizational skills. It is important if a customer service agent makes a promise to a customer regarding the action that will be taken to resolve their issue that they do exactly as they have said to the customer.
Company systems
The company needs to have systems or procedures in place to ensure that customer complaints are dealt with efficiently(有效地)and effectively.Giving a customer a quick and useful response to an inquiry or complaint can be reason a customer continues doing business with the company or takes their business to another company.
Companies need to monitor the complaints and inquires that customers make and monitor the amount of time that it takes to resolve the issue for the customer. It is quite common that complaints department management will monitor the telephone conversations between customer service agents and the customers or the written correspondence ( letters, faxes and emails ) that is sent between customer service agents and the customers to maintain a certain level of service and thus retain the public image that the company has.
Vocabulary exercise (找出下列单词所对应的意思)
Monitor expect maintain dealt issue
response inquires common ensure suited
1. the process of asking questions
2. to think or believe something will happen in the future
3. to make something certain to happen in the future
4. to be right for a particular person, situation or occasion
5. to have completed an agreement or an arrangement, especially in business
6. an answer or reaction
7. to watch and check a situation carefully for a period of time in order to discover something about it
8. A subject or problem which people are thinking and talking about
9. normal or average
10. To continue to have, to keep in existence or not allow to become less
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