邮政英语

章节摘录

　　7. If you welcome complaints you're able to rectify the problem, then you are contributing towards your Striving for Excellence.　　8. You should also realize that sometimes for no apparent reason your customers may feel: Hassled, Upset, Angry and Confused.　　So you should always think about your customers' feelings. For example, if you must leave them at the counter to go away and gain the information you need, tell them what you are doing and why. Don't leave them guessing. One person's attitude towards a customer can change that customer's opinion of the whole organization. Keep your customers satisfied. Dissatisfaction leads to losing customers and losing customers means less revenue.　　9. Finally by asking questions you are able to find out the customers' true needs and not your perceived idea of these needs. Once you have found out their needs then you are able to make suggestions that will help them to gain the service best suited to them. Remember the customer does not like waiting, especially when it is not necessary. You know that sometimes long queues make it impractical to give your customers anything other than fast service, but fast service with a smile can send them away happy.　　……

书籍目录

Unit 1　The Post　Readin9 1 History ofthe Post　Readin9 2  Universal Postal UnionUnit 2　Post Utlice　Reading l Post Office ofthe Royal Main　Readin9 2 Being Your Own PostmanUnit 3　Mail Carrier　Readin9 1 Delivering the Mail　Readin9 2 Proud to ServeUnit 4　Customer Service　Readin9 1 How to Treat Your Customers?　Readin9 2 Dealing with Difficult CustomersUnit 5　Philately　Readin9 1  Such a Simple Idea—IThe Story of the Postage Stamp……　Readin9 2 The Philatelist’S PassionUnit 6　Direct Marketin9　Readin9 1 Mailshots　Readin9 2 A Piece that PopsUnit  7　EMS and Logistics　Readin9 1 TNT Express　Readin9 2 UPS Supply Chain SolutionsUnit 8　Postal Technology and Equipment　Readin9 1 Sorting the Mail　Readin9 2 The Challenge ofEmerging TechnologiesUnit 9　Postal Finance and Insurance　Readin9 1 Japan Post Bank　Readin9 2 How Does Insurance Work?Unit 10　Social Responsibility　Readin9 1 Leaving a Green Footprint　Readin9 2 Taking Responsibility

作者简介

《邮政英语》内容涉及邮政行业各业务板块，如：邮务类业务、速递物流业务、金融保险业务、集邮业务等。具体内容包括邮政历史、万国邮联、普遍服务、邮局、投递员、客户服务、集邮、直复营销、速递、物流、邮政技术与设备、邮政金融保险、社会责任和邮政可持续发展等方面的相关知识。

本教材编写队伍深入企业一线学习调研，长期为邮政企业进行邮政英语培训，开展多项教育和邮政课题研究，并且参与了邮政职业技能鉴定培训教材的编写和中国邮政网络培训学院的建设。本教材是编写组各位成员多年教学和企业实践经验的结晶。

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