托业词汇

a transaction in which a customer replaces one purchased item with another

换货

a standard or result that a customer believes will be achieved

期望

to make an order or delivery happen more quickly

加快处理

additional product protection that continues beyond the standard warranty period

延长保修

a problem in a product that prevents correct operation

故障；缺陷

comments from customers about their experience with a product or service

反馈意见

additional assistance provided after a sale, installation, or repair

后续服务

to supply everything requested in a customer's order

履行；完成订单

repayment of all the money a customer paid

全额退款

a question or request for information from a customer

咨询

to put equipment or software into position and make it ready for use

安装

to examine a complaint carefully in order to discover what happened

调查

to authorize and send money back to a customer

发放退款

one product or service listed separately in an order

商品；项目

a client whose business is especially important to a company

重点客户

a shipment that arrives after the promised date or time

延迟送货

information about a person or organization that may buy something

销售线索

to communicate between people or groups so that they can work together

联络协调

continued preference for a company, brand, or service

客户忠诚度

to oversee an ongoing commercial relationship with a client

管理客户业务

to perform at the standard a customer anticipated

达到期望

a product listed in an order but absent from the delivered package

缺失商品

to change the details of an order before it is completed

修改

a promise to return the purchase price if the customer is not satisfied

退款保证

to discuss terms with another party in order to reach an agreement

谈判；协商

a metric based on how likely customers are to recommend a business

净推荐值

to guide a new client through the steps required to begin receiving a service

接入新客户

a customer's request to buy specified products or services

订单

a unique identifier assigned to a customer's order

订单编号