Question

各位大仙帮忙翻译一下喽——3

People
The people employed in your organisation will determine the quality of service your customers receive. This is truer for services, but also impacts on businesses making tangible products. Happy, skilled and motivated staff make happy customers. They are more likely
to think about the customer and deliver good customer service if they are well trained and are recruited for their positive attitude to customers.
You can achieve a competitive advantage over your competitors through offering a high level of pre-sales and after-sales support and advice. Again, this can impact on the
price you set, as customers are likely to be prepared to pay more for the service
they receive but there may be a higher cost for you to take into account.
Identify those staff who come into contact with customers, either face-toface or by phone.
1. Carry out a task analysis of what they do in terms of customer contact.
2. Involve your staff in setting standards for customer service.
For more information on customer service, look at the 10-minute Customer Service Programme.
3. Prioritise training needs for these staff and provide appropriate training
Process
The processes involved in delivering your products and services to the customer have an impact on the way in which your customers perceive you.
1. Look at all the processes involved in getting your products to the customer. Start with the identification of prospects and work through to after-sales support. Does any stage cause a delay? How can you improve this?
2. Are your customers kept informed about what is happening?
3. Do your staff keep their promises to customers?
4. How effectively are you handling customer complaints?
Physical Evidence
Physical evidence is a term used to describe the type of image that your business portrays through its physical presence, namely its premises, the appearance of its staff, its vehicles, etc. When customers do not have anything that they can touch, see or try before they buy, they are more likely to assess you by the image you put across. It is therefore particularly important if you offer services rather than tangible products.
1. How tangible is the product you market? If it is heavily dependent on the service element (for example, a restaurant, or hotel, or window cleaning service, or hairdressing) then you should pay particular attention to this element of the mix. Even if you are a manufacturer, this element is important if customers visit your premises.
2. Ensure that the image portrayed by your organisation is consistent with the type of product or service you offer.
3. Look at your reception area, your car park (are there spaces for visitors near to the entrance), the appearance of your delivery staff or customer service staff, that condition of your vehicles, etc. Where can you make improvements?

Answer 1

人们 在您的组织雇用的The人将确定您的顾客接受的服务质量。 这是可靠对于服务，而且对做有形的产品的企业冲击。 愉快，熟练和有动机的职员做愉快的顾客。 他们是更加可能的 如果他们是训练有素的和为他们的对顾客的积极态度被吸收to考虑顾客并且提供好顾客服务。
You可能通过提供高级达到竞争优势超过您的竞争者予售和售后支持和忠告。 再次，这可能对冲击 您设置的price，因为顾客可能准备着支付更多服务
they接受，但是也许有您的更高的费用能考虑到。
Identify那些给谁雇用职员进入的联络与顾客，面孔toface或由电话。
1.执行对什么的任务分析他们做根据客户联系。
2.涉及您的职员在顾客服务的设置标准。 关于顾客服务，看看的更多信息 10分钟的顾客服务节目。
3.给予对这些的训练需要优先职员并且提供适当训练
Process 在提供您的产品和服务介入的The过程到顾客有在您的顾客察觉您的途中的冲击。
1.看在有您的产品介入的所有过程顾客。 开始以远景的证明并且工作对售后支持。 任何阶段是否导致延迟？ 您怎么能改进此？
2. 是您的顾客被保持被通知怎么回事?
3. 您的职员是否保存他们的诺言给顾客？
4. 您多么有效地处理顾客怨言？
Physical证据
Physical证据是被用于的用语描述您的事务通过它的物理存在，即它的前提、它的职员出现，它的车等等刻画图象的种类。 当顾客没有他们可以接触的什么时，看见或尝试，在他们买之前，他们是可能由您投入的图象估计您。 如果您提供服务而不是有形的产品，因此是特别重要的。
1. 多么有形的是您销售的产品？ 如果它是大量依靠的对服务元素(例如，餐馆或者旅馆或者窗户清洁服务或者理发)那么您应该给予特护对混合的这个元素。 即使您是制造者，这个元素是重要的，如果顾客参观您的前提。
2. 保证您的组织刻画的图象与产品的种类是一致的或为您服务提议。
3.看您的接纳地区、您的停车场(有访客的空间近对入口)，您的交付职员或顾客服务职员出现，您的车的那个情况等等。 您在哪里能做改进？