【文章內(nèi)容簡(jiǎn)介】 mers to contact us by telephone, , fax, or through our online help pages.? 未提供注釋。customer loyalty (noun phrase) = 客戶忠誠(chéng)度a positive feeling that customers have about some panies that brings the customers back to the business repeatedlyA pany must work hard to make its customers happy and develop customer loyalty.? 未提供注釋。customer perception (noun phrase) = 客戶認(rèn)知度an impression or opinion that a customer has after interacting with a pany39。s employeesPositive customer perceptions are important to creating a satisfied customer base.? 未提供注釋。顧客服務(wù) 高級(jí) (7)customer relationship management (noun phrase) = 客戶關(guān)系管理CRM。 the procedures and tools that an organization uses to interact with customers effectively and in an organized wayTechnology panies have developed extremely sophisticated customer relationship management software to track extensive information about customers.? 未提供注釋。customer relationship management analytics (noun phrase) = 客戶關(guān)系管理分析software programs that allow organizations to analyze customer data in order to improve customer serviceCustomer relationship management analytics can be expensive but it is worth the price if the quality of customer service improves.? 未提供注釋。customer rights (noun phrase) = 客戶權(quán)利a protection or privilege that a customer has by lawIn some regions, customer rights are strongly protected by government regulations.? 未提供注釋。customer service transaction (noun phrase) = 客戶服務(wù)事務(wù)處理an event in which a service deliverer provides information, a product, or a service to a customerWe have formal procedures to guide all types of customer service transactions.? 未提供注釋。data mining (noun phrase) = 數(shù)據(jù)挖掘the process of using sophisticated software to examine customer data in order to identify trends and tendenciesData mining can help a pany categorize problems that are reported so that the most serious are dealt with first.? 未提供注釋。data protection legislation (noun phrase) = 數(shù)據(jù)保護(hù)法laws that regulate the storing of personal information about customersIn many areas of the world, strong data protection legislation prevents panies from giving personal information about customers to third parties.? 未提供注釋。decision tree (noun phrase) = 決策樹a guidance system for agents and technicians that uses a logical branching structure to indicate the next step when a customer gives a particular responseDecision trees are extremely helpful for new agents and technicians, who may not know what to do next after they get information from a customer.? 未提供注釋。decision tree (noun phrase) = 決策樹an illustration that shows each step in a process, the possible choices and possible outes, and connections to other decisionsWhen we were planning to relocate the office, creating a decision tree helped us visualize the choices we needed to make.? 未提供注釋。顧客服務(wù) 高級(jí) (8)disability discrimination legislation (noun phrase) = 殘疾人歧視法laws that protect people with disabilities and ensure that they receive the same customer service as other customersDisability discrimination legislation is often plex, so customer service departments need to research the laws carefully to ensure that they are following the law.? 未提供注釋。disaster recovery (noun phrase) = 災(zāi)難恢復(fù)a customer service center39。s plans for dealing with such contingencies as the failure of electrical power or a natural disasterCustomer service departments must have a solid plan for disaster recovery to avoid an interruption in their service.? 未提供注釋。end user (noun phrase) = 最終用戶the person who buys and uses a puter product or serviceThe end users of our software are generally college students.? 未提供注釋。end user (noun phrase) = 最終用戶the person who uses a pany39。s product or serviceFor a pany to be able to design highquality products, it must know who the end users will be.? 未提供注釋。equal opportunity legislation (noun phrase) = 機(jī)會(huì)均等法government regulations whose purpose is to ensure that staff members do not discriminate against customers or other staff membersEqual opportunity legislation covers both the employees in customer service departments and the customers in stating that panies must be careful to provide equal customer service to everyone.? 未提供注釋。external customer (noun phrase) = 外部客戶someone from outside the customer service center39。s parent organization who contacts the service center regarding an item he or she has purchasedOur customer service department generally deals only with external customers who have purchased our products.? 未提供注釋。fax on demand (noun phrase) = 按需傳真an automatic system in which a customer can use a touchtone phone to request that a document be sent to a fax machineSince it doesn39。t involve human employees, fax on demand can save a pany a lot of money.? 未提供注釋。顧客服務(wù) 高級(jí) (9)firstcontact resolution (noun phrase) = 第一次聯(lián)系解決方案a situation in which an agent or technician is able to solve a customer39。s problem in one sessionFirstcontact resolution saves time for both the customer and the pany.? 未提供注釋。firstlevel support (noun phrase) = 一級(jí)支持the agents and technicians, usually people with general technical skills, who initially handle customer service requestsIn a wellrun customer service department, firstlevel support can handle most customer questions and problems.? 未提供注釋。health and safety legislation (noun phrase) = 健康安全法規(guī)government regulations whose purpose is to ensure that an organization has taken steps to protect customers and staff from health or safety hazardsHealth and safety legislation protects customers and employees, but panies must make sure that they understand the specific legislation for the regions where they operate.? 未提供注釋。inquiry (noun) = 查詢a request from a customer for information, rather than for a soluti