商界新貴不得不知的英語術語

關於英語的術語，大家瞭解有多少呢?接下來，小編給大家準備了商界新貴不得不知的英語術語,歡迎大家參考與借鑑。

add up to 合計達;總括起來意味着

此語本義指“合計爲”，在日常生活中多用喻義，即“總括起來意味着”。在使用中應注意與“add up”一詞的區別。“add up”本指“把 … 加起來”，其喻義爲“言之有理，說得通”，如：The facts just don’t add up.(這些事情合計起來不對頭。)

A： The cashier said he had locked the safe before he left. 出納說他走時把保險櫃鎖上了。

B： But how did the money disappear from it if it was locked? 如果鎖上了那錢怎麼沒的?

A： I just wonder … 我只是奇怪……

B： What do you think it all adds up to? 你想這一切意味着什麼?

A： It adds up to the fact that we have been cheated. 意味着我們被騙了。

agree to differ 求同存異

agree to differ指的是“各自保留不同意見(不再說服對方)”，意即“求同存異”。

A： What do you mean? 你是什麼意思?

B： Considering the major contracts they might give us， I overlooked1 the small loss. 考慮到他們可能與我們簽訂大宗合同，小小的損失我就忽略不計了。

A： So you agreed to differ? 所以你就求同存異?

B： That’s right. 沒錯。

all told 合計;總之

此語原義爲“總計，合計”，引申爲“總之”。如：All told，it was a great credit to them.(總之，這給他們大大增了光。)

A： How many people attended today’s meeting? 有多少人蔘加了今天的會議?

B： There were seventeen of us at the meeting， all told. 一共有十七個人。

A： Issue an announcement that if somebody doesn’t attend meeting next time， his or her bonus will be deducted2. 發佈一則通知，就說如果有人下一次不參加會議，他或她的獎金全扣。

all wet 搞錯了

wet原義爲“溼的”，引申爲某人“沒經驗”。All wet多見於美國俚語，意爲“大錯特錯”。

A： I made a reservation two days ago. My name is David Johnson. 我前天在這兒預訂了房間，我叫戴維·約翰遜。

B： Reservation? What do you mean? 預訂?什麼意思?

A： I booked a single room here for tonight. 我訂了一間今晚的單人房。

B： Oh! You’re all wet， actually. This is not a hotel. The hotel is the building across the road. 哦，你搞錯了。這不是旅館，旅館是路對過的那座樓。

　　擴展：客戶服務管理詞彙

Pro-active customer care

Anticipating and meeting customer needs at critical points of the customer life-cycle. This includes periodic follow-up, customer rewards, other perks1, providing VIP and other membership privileges, and in some cases, personalized service (e.g. sending out birthday/anniversary cards).

Follow-up

The process or act of returning a customer’s call on an issue or executing a task to address a customer’s concern. It is usually a feedback-soliciting process to determine the effectiveness of customer service and delivery.

Feedback

The process of giving and receiving input2 in the form of comments, opinions, observations, and analysis to either validate3 or invalidate the customer service system.

Customer touch-points

Specific actions that are carried out at measurable intervals4 during a customer life-cycle. It’s a tool to ensure that the customer feels cared about, and that the company values his or her business.

Customer loyalty5

Condition where a customer, because of favorable experiences with a product, service, or company, voluntarily and gladly chooses to remain a loyal consumer of that product, service, or company. He or she is unwilling6 to switch brands in spite of marketing7 and advertising8 campaigns by competitors.

Value proposition

The characteristic of enhancing the desirability of a product, service, or brand identity by adding further intrinsic value to the existing package. It is usually made in the form of an offer to the customer which incorporates a call to action to which the customer responds favorably to

Tracking & learning

Process of measuring the entire customer-care life-cycle and system including all its critical way points, to modify, improve, or remove any touch points necessary to improve the process even further. The lessons learned from this assessment9 are used to validate or invalidate components10 of the system. The ones which are useful are kept, the ones which aren’t are discarded or modified.

Best practices / World-class practices

These are practices or ways of meeting or exceeding customers’ expectations, which have evolved to such a high standard that no immediate11 changes need to be made to the process or system. They are the yardstick12 or role model which other systems, companies, etc. try to match

中：

積極主動的客戶服務

顧客一生中在一些重要階段都會有特殊需要。商家不但要期望獲得顧客的要求，更重要的是要滿足這些需求。這主要包括定期的後續服務工作、客戶獎勵以及其他一些特別服務，如給予VIP和其他等級的會員特殊待遇。在一些情況下，還可以提供一些人性化的服務(比如寄送生日卡或週年紀念卡等)。

後續服務工作

這是一個回覆客戶業務來電或解決客戶關心的問題的過程。也往往是確定客戶服務工作是否有效的意見反饋或措施。

反饋意見

這是個給予或接收各種形式的反饋意見的過程，反饋包括各種評價、意見、觀察報告或分析，通過這些反饋決定現行客服工作系統是否有效，是否值得繼續運行。

關注客戶的情感點

在客戶生活和工作的重要時刻給予特別的服務，這會讓你的客戶感覺到你對他的關心以及你對雙方合作的重視。

客戶忠實度

客戶基於對某產品或服務比較滿意，或與公司的合作比較愉快，會自願留下來繼續使用該產品或服務。無論其他公司採取怎樣的營銷和廣告手段，客戶都不會轉換品牌。

增值建議

通過增加現有產品、服務或品牌的內在價值來增加其可取之處。通常的形式是承諾對客戶隨時提出的問題即時解決，並達到讓客戶滿意。主要是增加售前售後服務，當然也有通過打折銷售以回報消費者的措施。

追蹤

衡量整個客服系統和運行週期的過程，並秉着“一切爲提高服務效率”的宗旨，對各環節工作進行修改，改進或擯棄。從評估的結果來決定哪些環節可以繼續使用。有用的將被保留，沒用的則會被擯棄或修改。

最佳方案/世界一級方

這些是能夠滿足甚至超越客戶期望值的策略和方法，由於已經達到極高水平，所以近期無須做出任何改動。它們是其他系統、公司等力求達到的標準或效仿的