1、NEW BE2 U11 (by Xiang Shu),1,Unit Eleven,Improving Customer Service,NEW BE2 U11 (by Xiang Shu),2,Topic 1,Customer Satisfaction,NEW BE2 U11 (by Xiang Shu),3,Key info:,Some business concepts 3 types of business correspondence Customer welcome letter Customer revival letter Customer appreciation letter

2、 Dealing with customer complaints,NEW BE2 U11 (by Xiang Shu),4,Some business concepts,NEW BE2 U11 (by Xiang Shu),5,3 Rs,_ When customers are satisfied, they will _ your products or services to other people around _ When customers are satisfied, they will _ back and make more purchases. _ cost of ser

3、vice It costs less to _ the satisfied customers than to find new ones.,NEW BE2 U11 (by Xiang Shu),6,Referrals When customers are satisfied, they will recommend your products or services to other people around Repurchases (repeat business) When customers are satisfied, they will come back and make mo

4、re purchases. Reduced cost of service It costs less to retain the satisfied customers than to find new ones.,NEW BE2 U11 (by Xiang Shu),7,Customer satisfaction survey,A tool to extract the customers perception of their products and services. Often regarded as the most accurate barometer to predict t

5、he success of a company.,NEW BE2 U11 (by Xiang Shu),8,Customer satisfaction index,An indicator tracking the quality of products and services Where a company stands in this regard from the perspective of the customer,Do Task 3 (P131),NEW BE2 U11 (by Xiang Shu),9,3 types of business correspondence,NEW

6、 BE2 U11 (by Xiang Shu),10,General guidelines,Formal letters (external communication) Format for formal letters Phrases used in formal letters Formal, polite, indirect,Review U4 Topic 1 Written Correspondence,NEW BE2 U11 (by Xiang Shu),11,Practice,Customer welcome letter Task 1 (P136) Customer reviv

7、al letter Task 2 (P137) Customer appreciation letter Task 3 (P139),NEW BE2 U11 (by Xiang Shu),12,Dealing with customer complaints,NEW BE2 U11 (by Xiang Shu),13,Lead-in question,As a customer, have you ever filed a complaint? How was your complaint received?,NEW BE2 U11 (by Xiang Shu),14,Steps,Listen

8、 carefully Phrases showing you are listening (P144) Let them vent Apologize and mean it Ask them how you can make things right. Then do more. Assure them youll fix the problem. Thank them.,NEW BE2 U11 (by Xiang Shu),15,Practice,Improve the way the complaint is handled based on the recommended steps.

9、 (P145) Underline inappropriate phrases Make improvements,NEW BE2 U11 (by Xiang Shu),16,Topic 2,Customer Service,NEW BE2 U11 (by Xiang Shu),17,Key info,Strategies to improve customer service Writing effective customer service emails,NEW BE2 U11 (by Xiang Shu),18,Lead-in question,What is the role of

10、customer service in a business? What should management do to improve your customer service?,NEW BE2 U11 (by Xiang Shu),19,Role of customer service,Foundation of growth Critical factor to business Integral part of successful sales strategy,NEW BE2 U11 (by Xiang Shu),20,Leadership strategies,Make it e

11、asy for customers to complain Make it easy for employees to fix problems,NEW BE2 U11 (by Xiang Shu),21,Specific guidelines,Answer you phone Keep your promises Listen to your customers Deal with complaints Be helpful even if theres no immediate profit in it,NEW BE2 U11 (by Xiang Shu),22,Value-added s

12、ervice (VAS),Non-core service (all services beyond all standard services) To gain a competitive advantage To retain existing customers and attract new customers,Could you give some examples of VAS?,NEW BE2 U11 (by Xiang Shu),23,Writing effective customer service emails,NEW BE2 U11 (by Xiang Shu),24,

13、A reply to a customer email is also a marketing opportunity to promote your business: Solve the problem quickly and completely Strength your relationship with your customer Offer relevant info Ask for permission to contact the customer again Add offers,NEW BE2 U11 (by Xiang Shu),25,Practice,Do Task

14、2 (P163) Outline draft,NEW BE2 U11 (by Xiang Shu),26,Review Unit Eleven,NEW BE2 U11 (by Xiang Shu),27,Topic 1 Customer Satisfaction,What are 3 Rs, customer satisfaction survey, and customer satisfaction index? How to write a customer welcome letter a customer revival letter a customer appreciation letter How to deal with customer complaints,NEW BE2 U11 (b