Customer service is the service or care that a consumer receives before,during and ater a purchase. It's one of the factorsthat come in to play when a consumer is delermining buying value,the other is the qualtly of the product or service thatisbeingConsumers oten must encounter an experience to not only be a satistled cutomer,but a loyal customer. Customer serviceis a part of that experience.Top notch service will createand a rturning customer,which is what we all must strive forExcellent customer service isto businesses today It's a component that is oten missing,unfortunatly Howdo you provide great customer service? Always make your customeraGreet them in a friendly manner,whetherthat be via telephone. email or in person.Let them know you are there 10 help and that you wl ake care of them not only belore the sal but ater as wel ATer lnathriving business customers are notit's a requirement for businesses to survive.

第1题

The manager of the customer service department seems ______ . （replace)

The manager of the customer service department seems ______ . (replace)

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第2题

Customer service is the performance of activities to （)A. control costs of productionB

Customer service is the performance of activities to ()

A. control costs of production

B.expand company' s business

C. ensure customer satisfaction

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第3题

The receivers of a customer service call are seldom empowered to make a promise to th

e customer so that they have to inquire for a decision and it takes time.()

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第4题

Revenue should be recognized when ().

A.cash is received

B.the service is performed

C.the customer places an order

D.the customer charges an order

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第5题

Revenue should be recognized when（)A. cash is receivedB. the service is performedC. t

Revenue should be recognized when()

A. cash is received

B. the service is performed

C. the customer places an order

D. the customer charges an order

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第6题

The objective in（) is to achieve desired customer service with the minimum inventory commitment.

A.A. offer processing

B.B. inventory strategy

C.C. transport

D.D. facility network

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第7题

Friendly service and low prices all contribute to customer satisfaction.

A. compare with

B. result in

C. cope with

D. result from

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第8题

What may cause a company to lose clients and customers after a customer service call c

A.The complaints are improperly conducte

B.The complainer is treated as being of a valu

C.The complainer is told asking the wrong person.

D.The complaints are rejected to accept.

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第9题

Visiting the Bank： Last week Tom Walker arrived in London where his company has a new office.

Visiting the Bank

Last week Tom Walker arrived in London where his company has a new office. His company started up six months ago in Hong Kong. Now they are expanding their business in Europe. He had to open a new bank account for his company at ABHK Bank. When he arrived at the bank, he couldn't find where to open an account. He asked at the customer service desk. They told him to go up to the Foreign Department on the fourth floor. The bank which has a branch in Hong Kong arranged everything for him. They transferred the funds, and completed everything electronically. He thought thanking was very efficient Then the bank manager Introduced him to their accountants who advise companies about international taxation.

21. Where is Tom Walker's company？

A. Hong Kong

B. Beijing

C. London

22. When did his company start？

A. One year ago.

B. One year before

C. About hail a year ago

23. Where did he open a new account？

A. At the customer service desk

B. in the Foreign Department

C. In the Accounting Department

24. What did the Hong Kong branch send to London？

A. Money

B. Papers

C. Books

25. What do the accountants help with？

A. Keeping books

B. Directors' reports

C.Tax laws

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第10题

Complaints caused by not delivering according to the time and quantity In the fall of 2006 ,one of

Complaints caused by not delivering according to the time and quantity

In the fall of 2006 ,one of our trading companies concluded a substantial rice business with an old customer in Africa. The terms of delivery are : shipment is to be made in equal monthly lots beginning from December,2006 to June,2007 and payment is to be made by irrevocable letter of credit 60 days after the date of the bill of lading. The customer established the L/C in time and all particulars of the rice, such as the name , specifications , unit price,total price and total quantity are in conformity with the contract. But the terms of shipment only stated " the latest date of shipment is June 30 ,to be shipped in several lots".

The staff in our trading company made the first shipment in December according to the quantity stated in the contract. However in order to export more and eam more foreign exchange earlier, they advanced the time of shipment regardless the shipment terms stipulated in the contract. In January 2007 , our company shipped the quantity of the first quarter once , and in February made the third shipment for the rest quantity that should be delivered in the second quarter, since our staff had not found any specifications "shipment is to be made in equal lots" in the L/C. At the same time our bank negotiated against presentation of the stipulated documents and subsequently asked the opening bank to pay for the goods. The opening bank examined the L/C and confirmed that the L/C had no error in it.

After receiving the shipping advice, the African customer found that the delivered quantity of the rice both in the second lot and third lot were not in accordance with the shipment terms stipulated in the contract, so a claim was filed by the customer against our trading company for default shipment. The amount claimed involved the added fees of chartering warehouse for the delivered goods, the interest and other charges etc. The two parties negotiated the compensation for several times, finally our company accepted the opposing party's opinion and agreed that the purchase price for the last two lots was to be paid four months later, that meant our company would receive the payment a few months later than che original stated time. According to Lhe current price in the international market at that time, our trading company suffered the loss equivalent to 10 percent of the original selling price.

Questions :

(1) What is the relationship between the letter of credit and the transaction contract？

(2) Which proof must the two parties concerned base on when they perform their obligations？

(Translate the case into Chinese and then answer the question)

Helpful hint: It is stipulated in Article 4 of the Uniform Customs and Practice for Documentary Credits that "in credit operations all parties concerned deal in documents and not in goods , service and/or other performance to which the documents may relate" .

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