商务英语公司里的客服部职责有哪些

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Business/ Departments in the pany-customer service

The customer service department may also be known as the plaints department. The role of this part of the pany is to municate with customers who he made inquiries or plaints to the pany.

This department is being more important in modern times as the general public are beginning to expect a certain level of service when contacting a pany. panies are spending more money on customer service and less on research and development to ensure the profitability (收益性)of a pany.

Workers within this department of a pany are known simply as customer service officers or agents. People who are best suited to this type of work will he strong telephone conversation skills and also good anizational 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 he said to the customer.

pany systems

The pany needs to he systems or procedures in place to ensure that customer plaints are dealt with efficiently(有效地)and effectively.Giving a customer a quick and useful response to an inquiry or plaint can be reason a customer continues doing business with the pany or takes their business to another pany.

panies need to monitor the plaints and inquires that customers make and monitor the amount of time that it takes to resolve the issue for the customer. It is quite mon that plaints 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 pany has.

Vocabulary exercise (找出下列单词所对应的意思)

Monitor expect maintain dealt issue

response inquires mon 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 he pleted 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 erage