customers. content who are customers; what types of customers there exist; factors that attract...
TRANSCRIPT
CUSTOMERS
Content•who are customers;•what types of customers there exist;•factors that attract customers;•attractive customer service;•a code of practice;•polite ways of requesting for information about goods and services;•polite ways of providing customers with information about goods and services.
Customer (client, consumer, buyer) is an organization or individual that uses, usually
for money, products or services of some company.
Types of customers
•seller•producer•supplier
•final customer•assembly plant•wholesaler•retailer
for further processingor re-selling
for personal
needs
What attracts customers
price quality customer service
yes no
satisfied customer
customer loyalty
dissatisfied customer
What service attracts customers?
Quick service
Polite, courteous, helpful and competent staff
A wide range of goods and services provided
Convenient location of an outlet
Round-the-clock service
Presents and gifts
Discounts and discount cards
Additional optional service (assembly, delivery etc)
Providing information support and servicing over the
telephone, on-line
A set of rules for customer service is a CODE OF PRACTICE
Attractive customer service• quick service
• polite, courteous, helpful and competent staff
• a wide range of goods and services provided
• convenient location of an outlet
• round-the-clock service
• presents and gifts
• discounts and discount cards
• additional optional service (assembly, delivery etc)
• providing information support and servicing over the telephone, on-line
Polite ways of requestingfor information about goods and services
• To get information use DIRECT questions• To ask a «difficult» question, or make your question
more polite use INDIRECT questions
Wh/How questions
What are your opening hours?
Could/Can you tell me…+direct word order Can you tell me what
your opening hours are.
Yes/no-questions
Do you have round-the-clock service?
Could/Can you tell me…+whether/ if Could you tell me if
you have round-the-clock service.
Polite ways of providing customers with information about goods and services
• be competent, well-informed, aware of all products and services of your firm;
• stay polite, courteous, helpful;• provide clear, accurate, specific answers; • pick up the receiver not later than after the third
ring;• greet a client, name your company and introduce
yourself.
Basic glossaryBuyer smb who buys smth often expensive such as a house or car покупатель Client smb who pays for professional services клиент Consumer a person who buys products or services for their own use
rather than to use in business or to resell потребитель
Customer a person or organization that buys products покупатель, клиент, заказчик
Customer loyalty when customers continue to buy a particular company's product, and do not change to other companies’ products
лояльность, верность потребителей
Customer service
the help that people who work in a shop, restaurant, bar etc give you
обслуживание потребителей
Discount a reduction in the usual price of smth скидка Dissatisfied customer
not satisfied customer because smth is not as good as you had expected
Неудовлетворенный покупатель
Producer a person, company, or country that makes or grows goods, foods, or materials
производитель
Retailer a business or person that sells goods to members of the public, rather than to shops etc
продавец в розницу
Round-the-clock service
happening all the time, both day and night круглосуточный
Satisfied customer pleased customer because smth has happened in the way that you want, or because you have got what you want
Удовлетворенный покупатель
Seller smb who sells smth продавец Supplier a company or person that provides a particular product поставщик Wholesaler a person or company that sells goods in large quantities to
other businesses, who may then sell them to the general public
оптовик
Thank you for your attention