初级公司英语会话Lession12:客户服务

初级公司英语会话Lession12:客户服务

Listen to the dialogue between Project Manager HaiSports (PM) and Store Manager (SM)
 
PM: Customer service is going to be particularly important at our retail¹ stores because they’ll be our public face.
SM: Sure. I’ve been putting the in-house training programme together with HR, sot it should be fine.
PM: what are you planning to do exactly?
SM: well all the shop floor staff will be coming in a week before the store actually opens.
PM: A week’s training? That is quite a lot, isn’t it?
SM: It’s only going to be for four days, for about four hours a day.
PM: And what is the focus going to be?
SM: Politeness, making sure they know exactly where everything is in the store.
PM: are you giving any training to the people answering the phones?
SM: Yes, we are doing a session on proper telephone manner as well.
PM: what about the staff uniforms? Have they arrived yet?
SM: NO. but they should be getting here any time now.
PM: It’s not just about the staff present themselves, either-it’s about how the store and all the stock are present too.
SM: that’s right. We’ll be covering all that in the training.
PM: OK, I’ve also got a copy of our refund² policy for you to have a look at.
SM: Oh, thanks.  What about loyalty³ schemes? Have you made any decisions on that?
PM: Yeah, we’re going to be handling out loyalty cards at the tills to any customer that wants one.
SM: And what does a loyalty card entitle you to?
PM: For every 2, 000 RMB you spend you get 150 RMB off your next purchase. That’s what we are launching with anyway.
SM: It sounds like a good idea to me.

1 retail   

v./n.零售；adv.以零售价格

参考例句：

• In this shop they retail tobacco and sweets.这家铺子零售香烟和糖果。
• These shoes retail at 10 yuan a pair.这些鞋子零卖10元一双。

2 refund   

v.退还，偿还；n.归还，偿还额，退款

参考例句：

• They demand a refund on unsatisfactory goods.他们对不满意的货品要求退款。
• We'll refund your money if you aren't satisfied.你若不满意，我们愿意退款给你。

3 loyalty   

n.忠诚，忠心

参考例句：

• She told him the truth from a sense of loyalty.她告诉他真相是出于忠诚。
• His loyalty to his friends was never in doubt.他对朋友的一片忠心从来没受到怀疑。