BEP 409 – Kiểm soát chất lượng 2: Dịch vụ khách hàng
Chào mừng bạn quay trở lại với Tiếng Anh thương mại cho bài học hôm nay, the second in a two-part series on quality control. Trong bài học này, we’ll focus on quality control for dịch vụ khách hàng.
For companies that sell products, quality control is critical. Not just for ensuring consistency, safety, and reliability, but for meeting customers’ expectations. When customers buy from your company, they’re thinking about more than just the product itself. They’re thinking about how well you serve them.
Customer service involves a huge range of activities. Pretty much any time a customer interacts with a person or a system in your company, it’s customer service. And you need to think about everything from how easy it is to use the website, to the tone your employees use on the phone.
When we talk about customer service, and the quality of customer service, there are many special expressions we use. Many of these are combinations of words that we call “collocations.” You might often learn individual vocabulary words, but we don’t always think, or speak, in individual words. We speak in chunks of language. These chunks are called collocations. In fact “customer service” itself is a collocation. Those two words go together to create a new idea.
Trong cuộc đối thoại hôm nay, we’ll continue a conversation between Emma and Paolo. Emma is a consultant that helps companies with quality control. And Paolo runs a company that makes and services solar panels. As they discuss the work that Emma will do for Paolo’s company, họ sử dụng nhiều cụm từ tiếng Anh. We’ll explain those collocations later in the debrief.
Câu hỏi nghe
1. What two goals does Paolo have regarding customer service quality?
2. What does Paolo’s company do after every install or service call?
3. What has Paolo’s company not done yet, in a documented way?
Download: Podcast MP3
