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初级公司英语会话Lession12:客户服务

Listen to the dialogue between Project Manager HaiSports (PM) and Store Manager (SM)

PM: Customer service is going to be particularly important at our retail stores because they’ll be our public face.

SM: Sure. I’ve been putting the in-house training programme together with HR, sot it should be fine.

PM: what are you planning to do exactly?

SM: well all the shop floor staff will be coming in a week before the store actually opens.

PM: A week’s training? That is quite a lot, isn’t it?

SM: It’s only going to be for four days, for about four hours a day.

PM: And what is the focus going to be?

SM: Politeness, making sure they know exactly where everything is in the store.

PM: are you giving any training to the people answering the phones?

SM: Yes, we are doing a session on proper telephone manner as well.

PM: what about the staff uniforms? Have they arrived yet?

SM: NO. but they should be getting here any time now.

PM: It’s not just about the staff present themselves, either-it’s about how the store and all the stock are present too.

SM: that’s right. We’ll be covering all that in the training.

PM: OK, I’ve also got a copy of our refund policy for you to have a look at.

SM: Oh, thanks. What about loyalty schemes? Have you made any decisions on that?

PM: Yeah, we’re going to be handling out loyalty cards at the tills to any customer that wants one.

SM: And what does a loyalty card entitle you to?

PM: For every 2, 000 RMB you spend you get 150 RMB off your next purchase. That’s what we are launching with anyway.

SM: It sounds like a good idea to me.

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