外贸英语KeepingtheCustomerSatisfied课件.ppt

Keeping the Customer Satisfied Introduction Nowadays, companies face more and more fierce competition and challenging that sprung up from all sorts of directions. In such a situation, companies have to take a customer-orientation attitude. From this text, we can get to know what kind of customer is the most important ones for a company; And how to establish and keep a friendly relationship with such kind of customer. Text Analysis 1 special deals生意，买卖 商人 黑市交易 On the face of it, companies seem keener than ever to sell you their stuff—as, in these leaner times, they should be. cut/raise the cost loyal customer 2 Already, many companies find it more of a struggle than they did to win new customers and to keep those they already have. Britain’s Marks and Spencer is in trouble because it failed to spot that new clothing companies change their stocks almost as often as customers change their stocks. many established markets 已确立的，已建立的 an established face既定事实 well established exporters/firm the established order in the home market Companies have always known that it can cost three or four times as much to acquire a new customer as to make a repeat sale to an existing one. In hard times, and with growing competition, that arithmetic makes successful retention all the more crucial. 3 retain old-fashioned values of customer service self-service When websites are designed merely to keep questions at bay, the customer may get the message and not come back. Such turf wars make a mockery of companies’ efforts to present a single face to the customer. Durable customer relations are only partly about clever technology, however imaginatively used. Mainly ,they require relentless attention to detail: good products, prompt service, well-trained staff with the power to do a little extra when the judge it right to do so. Do exersises 2 and 4 in P79. 10. say say one’s prayer 祈祷 -- The new hat looks so funny! -- I’l