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Customer Service & Relationship Management

Discussing Service Improvement Initiatives

讨论服务改进举措

An internal team meeting where managers and team leads discuss customer feedback trends, identify areas for service improvement, and strategize new initiatives to enhance customer satisfaction.

内部团队会议，经理和团队负责人讨论客户反馈趋势，找出需要改进的服务领域，并为提高客户满意度制定新举措。

对话

聆听并跟进对话

1
Sarah (Female)
Alright everyone, thanks for joining. Let's dive into our Q3 customer feedback analysis. Overall, satisfaction metrics look good, but there's a noticeable trend in complaints regarding our post-service follow-up.
好的，各位，感谢大家的加入。我们来深入分析一下第三季度的客户反馈。总的来说，满意度指标看起来不错，但投诉中有一个明显趋势，那就是关于我们服务后的回访问题。
2
John (Male)
Yes, I've seen that too. It seems customers feel a bit abandoned after the initial service is completed. We might need to rethink our approach to how we check in with them.
是的，我也注意到了。客户似乎觉得在初始服务完成后有点被忽视。我们可能需要重新考虑如何与他们进行回访。
3
Emily (Female)
Perhaps a more personalized follow-up? Instead of just an automated email, maybe a quick call from the service technician or a dedicated representative within 48 hours?
也许是更个性化的回访？不再仅仅是自动邮件，而是在48小时内由服务技术人员或专门的代表打个快速电话？
4
David (Male)
That's a good point, Emily. The personal touch really goes a long way. What about a brief customer satisfaction survey specifically on the follow-up process itself, sent a few days after service completion?
那是个好主意，艾米丽。个性化的接触确实很有帮助。我们可以在服务完成后几天，专门针对回访流程本身发送一份简短的客户满意度调查如何？
5
Sarah (Female)
I like the idea of both—a more personal check-in combined with targeted feedback. John, could your team pilot a new follow-up protocol for a month and track the feedback closely?
我喜欢这两种想法——更个性化的回访与有针对性的反馈相结合。约翰，你的团队能否试行一个新的回访协议一个月，并密切跟踪反馈？
6
John (Male)
Absolutely, Sarah. We can draft a revised script for calls and set up a system for sending out tailored feedback forms. I'll get on that right away.
当然，莎拉。我们可以起草一份修改后的电话脚本，并建立一个发送定制反馈表的系统。我马上就开始着手。
7
Emily (Female)
And from a loyalty program perspective, maybe we can offer a small discount on future services if they complete the feedback survey. Incentive always helps drive engagement.
从忠诚度计划的角度来看，如果他们完成反馈调查，我们或许可以在未来的服务中提供小额折扣。激励总能帮助提高参与度。
8
David (Male)
That's a smart addition, Emily. It reinforces our commitment to improving and rewards their time. Sarah, should we set a target improvement percentage for this initiative?
艾米丽，这是个明智的补充。它强化了我们改进的承诺，并奖励了他们的时间。莎拉，我们应该为这项举措设定一个目标改进百分比吗？
9
Sarah (Female)
Yes, let's aim to reduce follow-up related complaints by 20% within the next quarter. John, let's schedule a check-in in two weeks to review initial findings. Thanks everyone.
是的，我们的目标是在下一季度将与回访相关的投诉减少20%。约翰，我们安排两周后开会，审查初步结果。谢谢大家。

词汇

对话中的必备词汇和短语

trend

A trend is a general direction or pattern in something, like customer complaints increasing over time. Use it in business discussions to describe changes, e.g., 'There's a trend towards online shopping.'

趋势是某事物的总体方向或模式，例如客户投诉随时间增加。在商业讨论中使用它来描述变化，例如“有向在线购物的趋势。”

complaints

Complaints are expressions of dissatisfaction about a product or service. In customer service, it's important to handle them professionally to improve satisfaction.

投诉是对产品或服务的不满表达。在客户服务中，专业处理它们以提高满意度很重要。

follow-up

Follow-up means checking back with someone after an initial action, like contacting a customer after service. It's key in building relationships and ensuring satisfaction.

跟进是指在初始行动后与某人再次联系，例如在服务后联系客户。它在建立关系和确保满意度方面至关重要。

personalized

Personalized means customized for an individual, not generic. In service, a personalized follow-up, like a named email, makes customers feel valued.

个性化意味着为个人定制的，而不是通用的。在服务中，个性化的跟进，例如带有姓名的电子邮件，会让客户感到被重视。

pilot

To pilot something means to test it on a small scale before full implementation. Use it for new ideas, e.g., 'We'll pilot this program in one store.'

pilot 某事意味着在全面实施前小规模测试它。用于新想法，例如，“我们将在一家商店试点这个程序。”

incentive

An incentive is something that motivates people to act, like a discount. In loyalty programs, incentives encourage customers to provide feedback.

激励是激励人们采取行动的东西，比如折扣。在忠诚度计划中，激励鼓励客户提供反馈。

engagement

Engagement refers to the level of involvement or interaction, like customers participating in surveys. High engagement shows interest and loyalty.

参与度指的是参与或互动的程度，例如客户参与调查。高参与度显示出兴趣和忠诚度。

reinforces

Reinforces means to strengthen or support something, like an action that confirms a company's commitment. Use it to describe how policies build trust.

Reinforces 意味着加强或支持某物，比如一个确认公司承诺的行动。使用它来描述政策如何建立信任。

关键句型

需要记住和练习的重要短语

Let's dive into our Q3 customer feedback analysis.

This sentence starts a meeting discussion using 'dive into' as an idiom meaning to start examining something deeply. It's useful for leading business talks; 'Q3' means third quarter. Grammar: Imperative form for suggestions.

这句话使用“dive into”作为习语来启动会议讨论，意思是开始深入考察某事。它在领导商务谈话时很有用；“Q3”指的是第三季度。语法：用于建议的祈使形式。

Overall, satisfaction metrics look good, but there's a noticeable trend in complaints.

This contrasts positive and negative points with 'but.' 'Satisfaction metrics' are measures of customer happiness. Useful for reports; teaches balancing good and bad news politely.

这使用'but'对比了积极点和消极点。'Satisfaction metrics'是客户幸福度的衡量指标。有助于报告；教导如何礼貌地平衡好坏消息。

We might need to rethink our approach to how we check in with them.

'Rethink' means to reconsider; 'check in' is a phrasal verb for following up. This suggests improvement ideas. Useful in problem-solving discussions; modal 'might' shows possibility.

“Rethink”意为重新考虑；“check in”是跟进的短语动词。这暗示了改进的想法。在问题解决讨论中有用；情态动词“might”表示可能性。

Perhaps a more personalized follow-up? Instead of just an automated email, maybe a quick call.

This proposes alternatives using 'perhaps' and 'maybe' for suggestions. 'Instead of' contrasts options. Great for brainstorming; question form invites agreement.

这使用 'perhaps' 和 'maybe' 提出建议的替代方案。'Instead of' 对比选项。非常适合脑暴；疑问形式邀请同意。

The personal touch really goes a long way.

Idiom 'goes a long way' means has a big impact. 'Personal touch' is human interaction. Useful in service contexts to emphasize empathy; simple structure for emphasis.

习语 'goes a long way' 意思是有很大的影响。'Personal touch' 是人类互动。在服务情境中用于强调同理心；简单结构用于强调。

Could your team pilot a new follow-up protocol for a month?

This requests action with 'could' for polite suggestions. 'Pilot' means test. Useful for assigning tasks in meetings; teaches conditional questions.

这使用 'could' 请求行动，以进行礼貌建议。'Pilot' 意思是测试。在会议中分配任务很有用；教条件问题。

Incentive always helps drive engagement.

'Drive' means to motivate. This explains benefits. Useful in marketing or loyalty talks; adverb 'always' generalizes the idea for persuasion.

'Drive' 意为激励。这解释了益处。在营销或忠诚度讨论中有用；副词 'always' 将想法泛化为说服。

Let's aim to reduce follow-up related complaints by 20% within the next quarter.

'Aim to' means intend to achieve. Sets goals with specifics like percentages. Useful for planning; imperative 'let's' includes the team.

「Aim to」意思是意图实现。设置带有具体如百分比的目标。有助于规划；祈使语气「let's」包括团队。