.,1,CustomerService,.,2,Text1WhatisCustomerService,NewWordsandPhrasesdeliveryn.交付，遞送internaladj.內(nèi)部的externaladj.外部的wholesalern.批發(fā)商retailern.零售商stimulatev.刺激，鼓舞manufacturern.生產(chǎn)商，制造商,.,3,Text1WhatisCustomerService,suppliern.供應(yīng)商availabilityn.有效性，可利用的elementn.元素，成份exceedv.超出，超越undertakev.著手，履行processn.過程，進展utilityn.效用outputn.產(chǎn)出,.,4,Text1WhatisCustomerService,supplychain供應(yīng)鏈end-user終端用戶down-streamenterprises下游企業(yè)after-salesservice售后服務(wù)value-addedservice增值服務(wù),.,5,Text1WhatisCustomerService,Notes1Inlogisticssystem,thetermcustomermeanstheobjectofdelivery,orsimplyspeaking,personsorunitsthatreceivethegoods.在物流系統(tǒng)中，“客戶”一詞是指遞送服務(wù)的對象，簡單來說就是接受貨物的個人或單位。,.,6,Text1WhatisCustomerService,2Incontrast,externalcustomers,inthesupplychain,rangewidelyfromwholesalers,retailers,end-userstootherdown-streamenterprises.相反而言，外部客戶分布于供應(yīng)鏈各個部位，從批發(fā)商、零售商到最終用戶或其他下游企業(yè)。,.,7,Text1WhatisCustomerService,3Whoeverthecustomersare,theirdemandforlogisticsserviceactsasadrivingforcethatstimulatesthedevelopmentoflogistics.不論客戶是誰，他們對物流服務(wù)的需求驅(qū)動刺激著物流業(yè)的發(fā)展。,.,8,Text1WhatisCustomerService,4Customerserviceisnormallydefinedastheserviceprovidedtothecustomerfromthetimetheorderisplaceduntiltheorderisdelivered.客戶服務(wù)通常被定義為從下訂單開始到訂單履行結(jié)束期間為客戶提供的服務(wù)。,.,9,Text1WhatisCustomerService,5Underthisdefinitionitincludesprice,productrangeonoffer,after-salesservice,productavailability,inotherwords,thetotalactivityofservicingthecustomer.在這種解釋下，客戶服務(wù)包括價格和產(chǎn)品的變化、售后服務(wù)以及產(chǎn)品的可得性，換言之，就是服務(wù)客戶的所有活動。,.,10,Text1WhatisCustomerService,6Almostnocompanyprovidesallitscustomerswiththesamelevelofcustomerservice.幾乎沒有公司為所有客戶提供單一的服務(wù)水平。,.,11,Text1WhatisCustomerService,7Basicservicereferstothebasicleveldeliveredtoallcustomers,whetherlessprofitableormostprofitable,theyshouldreceiveservicenotlowerthanthislevel.基本服務(wù)是指提供給所有客戶的基本服務(wù)水平，無論利潤微薄還是豐厚，客戶都應(yīng)得到不低于該水平的服務(wù)。,.,12,Text1WhatisCustomerService,8Inadditiontobasicservice,firmssometimesofferextraservicesuchaspersonalpackagetocertaincustomers,whoareconsideredaskeycustomersbythefirm.除了基本服務(wù)，對于公司的某些關(guān)鍵客戶，公司為他們提供諸如個性化包裝等的額外增值服務(wù)。,.,13,Text1WhatisCustomerService,9Ofcourse,firmshavetoundertakebasicservicepromisebeforeengaginginvalue-addedservice.當然，公司必須在提供增值服務(wù)之前履行基本服務(wù)的承諾。,.,14,Text1WhatisCustomerService,10Logisticssystem,withfunctionsoftransportation,warehousingandotherassociatedactivities,createstimeandplaceutilityforproducts.物流系統(tǒng)通過運輸、倉儲及其他相關(guān)活動的運作為產(chǎn)品創(chuàng)造了時間和空間效用。,.,15,Dialogue1DelayofDelivering,NewWordsandPhrasesdeliverv.交付，遞送renderv.給予，提供checkv.查詢，核對awfullyadv.非常，十分arrangementn.安排,.,16,Dialogue1DelayofDelivering,assurev.保證fillin填寫dueto由于，因為trafficjam交通堵塞makethedeliveryof交貨,.,17,Dialogue1DelayofDelivering,Notes1Werendertheserviceofdeliveringgoodstocustomershouse.我們提供送貨到家服務(wù)。,.,18,Dialogue1DelayofDelivering,2Duetothetrafficjams,wecantmakethedeliveryofyourgoodstoday.由于交通堵塞，我們今天無法送貨。3Wellbegladtomakearrangementstosenditagain.我們非常樂意再為您安排送貨。,.,19,Text2HowtoImproveCustomerServiceLevel,NewWordsandPhrasesurgencyn.緊急，緊迫fiercelyadv.強烈，極度地competitiveadj.競爭的retainv.保留，維持formationn.形成implementationn.執(zhí)行，落實,.,20,Text2HowtoImproveCustomerServiceLevel,superioradj.優(yōu)秀的contradictionn.矛盾ultimateadj.最終的simultaneouslyadv.同時的implyv.暗示，包含frequentadj.頻繁的,.,21,multipleadj.多樣的identifyv.確認characterizev.以為特征processn.過程，工序similarityn.相似處，相似點,.,22,preferencen.偏愛achievev.完成，達到，實現(xiàn)competitorn.競爭者sectorn.環(huán)節(jié)interactv.互相作用，互相影響negativelyadv.否定地calculatev.計算formulan.公式variableadj.可變的,.,23,Text2HowtoImproveCustomerServiceLevel,agreatarrayof大量的resultfrom發(fā)生，引起resultin致使，導致takeintoaccount對加以考慮fallinto分類market-driven市場驅(qū)動,.,24,Text2HowtoImproveCustomerServiceLevel,Notes1Intodaysfiercelycompetitivemarket,customersfaceagreatarrayofproductsandbrandchoices,pricesandsupplier.在今天激烈競爭的市場，客戶面對大量的產(chǎn)品、品牌、價格和供應(yīng)商可供選擇。,.,25,Text2HowtoImproveCustomerServiceLevel,2Higherlevelofcustomerserviceresultingfromimprovedlogisticssystemcangreatlybenefittheimplementationofmarketstrategy.完善的物流系統(tǒng)帶來的高水平物流服務(wù)能夠極大地促進市場戰(zhàn)略的實施。,.,26,Text2HowtoImproveCustomerServiceLevel,3Therefore,themanagersarenowgoingallouttoimprovetheirlogisticssystemtodeliversuperiorcustomerservice.因此，經(jīng)理們都在盡其所能完善他們的物流系統(tǒng)以提供優(yōu)質(zhì)的物流服務(wù)。,.,27,Text2HowtoImproveCustomerServiceLevel,4Firmsultimategoalistogainprofits,notsales,sobothlevelandcosthavetobetakenintoaccount.公司的最終目標是獲得利潤的增長，而不是銷售量，因此服務(wù)水平和成本必須考慮。,.,28,Text2HowtoImproveCustomerServiceLevel,5Nologisticssystemcanmaximizeserviceandminimizelogisticscostsimultaneously.沒有任何一個物流系統(tǒng)能同時做到服務(wù)水平最高和成本最低。,.,29,Text2HowtoImproveCustomerServiceLevel,6Maximumcustomerserviceimplieslargeinventory,frequenttransportationandmultiplewarehouses,allofwhichraiselogisticscost.物流服務(wù)最大化意味著大量的庫存、頻繁多次的運輸以及多樣化的倉庫，所有這一切都會增加物流成本。,.,30,Text2HowtoImproveCustomerServiceLevel,7Itisimportanttorememberthatnotwocustomerswilleverbeexactlythesameintermsoftheirservicerequirements.重要的是沒有兩個客戶的需求完全一致。,.,31,Text2HowtoImproveCustomerServiceLevel,8However,itwillbethefactthatthecustomerswillfallintogroupswhicharecharacterizedbyasimilarserviceneeds.然而，在實踐中我們必須按照相似的客戶需求將客戶分類。,.,32,Text2HowtoImproveCustomerServiceLevel,9Indevelopingamarket-drivenlogisticsstrategytheaimistoachieveperfectserviceinacost-effectiveway.在推進市場驅(qū)動的物流戰(zhàn)略中，目標是以有效的低成本獲得“完美的服務(wù)”。10Thefirmmustalsotakeintoaccountcompetitorsservicestandards.公司必須考慮競爭者所能提供的服務(wù)標準。,.,33,Text2HowtoImproveCustomerServiceLevel,11Anorganizationcannotachievelogisticsefficiencybyreducingthecostofeachsectorinthelogisticssystem.Logisticscostsusuallyinteractandareoftennegativelyrelated.一個組織僅僅通過降低物流系統(tǒng)其中一個環(huán)節(jié)的成本，是不可能提高物流效率的。物流各個部分的成本通常相互作用以及此消彼長的。,.,34,NewWordsandPhrasescargon.貨物shortagen.短量consignmentn.寄送，委托貨物inspectv.檢查，檢驗cartonn.紙箱carriern.承運人settlementn.解決,Dialogue2MakingaComplaint,.,35,approachv.解決，處理originaladj.原來的，正本的policyn.保險單inconformitywith與一致，與相符onboardbilloflading已裝船提單beliablefor對負責surveyreport檢驗報告commercialinvoice商業(yè)發(fā)票,Dialogue2MakingaComplaint,.,36,Notes1Weregrettellyouthatthegoodsyousentusarenotinconformitywiththetermsofthecontract.我們遺憾地通知你，你交付的貨物與合同規(guī)定不符。,Dialogue2MakingaComplaint,.,37,2Weregretbeingunabletoacceptyourclaimbecausethegoodswereinperfectconditionwhenthegoodswereloaded.非常遺憾我們不能接受你的索賠，因為裝貨時貨物狀態(tài)完好。,Dialogue2MakingaComplaint,.,38,3Wesuggestthatyouapproachtheinsurancecompanyforsettlementastheshortageoccurredintransit.由于貨物短量發(fā)生在運輸途中，我們建議你找保險公司解決問題。,Dialogue2MakingaComplaint,.,39,L-3-Script,Task1Script,Speaking,.,40,Task2Script,Speaking,.,41,1、MatcheachwordinColumnAwithitscorrespondingexplanationinColumnB.,ColumnAColumnB,1.vision6.incur7.claim,a.settlingofadisputebyathirdpartyb.anagreementtoendadisagreementordisputec.demandforasumofmoneyd.theactofdoingapieceofworke.stipulationinalegaldocumentf.causeoneselftosufferg.low(er)inrank,importance,quality,etc,.,42,2、TranslatethefollowingintoEnglishusingthegivenwordsorphrases.,1.這個問題值得認真考慮。(deserve)Thisquestiondeservescarefulconsideration.2.我認為她的體重在增加。(gain)Ithinkshesgainingweight.3.盡管我很不喜歡，但今晚我必須呆在家里學習。(asmuchas)AsmuchasIhatetodoit,Imuststayhomeandstudytonight.4.他從未按時完成過一個項目。(complete)Hehasnevercompletedaprojectonti