商界新贵不得不知的英语术语

关于英语的术语，大家了解有多少呢?接下来，小编给大家准备了商界新贵不得不知的英语术语,欢迎大家参考与借鉴。

add up to 合计达;总括起来意味着

此语本义指“合计为”，在日常生活中多用喻义，即“总括起来意味着”。在使用中应注意与“add up”一词的区别。“add up”本指“把 … 加起来”，其喻义为“言之有理，说得通”，如：The facts just don’t add up.(这些事情合计起来不对头。)

A： The cashier said he had locked the safe before he left. 出纳说他走时把保险柜锁上了。

B： But how did the money disappear from it if it was locked? 如果锁上了那钱怎么没的?

A： I just wonder … 我只是奇怪……

B： What do you think it all adds up to? 你想这一切意味着什么?

A： It adds up to the fact that we have been cheated. 意味着我们被骗了。

agree to differ 求同存异

agree to differ指的是“各自保留不同意见(不再说服对方)”，意即“求同存异”。

A： What do you mean? 你是什么意思?

B： Considering the major contracts they might give us， I overlooked1 the small loss. 考虑到他们可能与我们签订大宗合同，小小的损失我就忽略不计了。

A： So you agreed to differ? 所以你就求同存异?

B： That’s right. 没错。

all told 合计;总之

此语原义为“总计，合计”，引申为“总之”。如：All told，it was a great credit to them.(总之，这给他们大大增了光。)

A： How many people attended today’s meeting? 有多少人参加了今天的会议?

B： There were seventeen of us at the meeting， all told. 一共有十七个人。

A： Issue an announcement that if somebody doesn’t attend meeting next time， his or her bonus will be deducted2. 发布一则通知，就说如果有人下一次不参加会议，他或她的奖金全扣。

all wet 搞错了

wet原义为“湿的”，引申为某人“没经验”。All wet多见于美国俚语，意为“大错特错”。

A： I made a reservation two days ago. My name is David Johnson. 我前天在这儿预订了房间，我叫戴维·约翰逊。

B： Reservation? What do you mean? 预订?什么意思?

A： I booked a single room here for tonight. 我订了一间今晚的单人房。

B： Oh! You’re all wet， actually. This is not a hotel. The hotel is the building across the road. 哦，你搞错了。这不是旅馆，旅馆是路对过的那座楼。

　　扩展：客户服务管理词汇

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：

积极主动的客户服务

顾客一生中在一些重要阶段都会有特殊需要。商家不但要期望获得顾客的要求，更重要的是要满足这些需求。这主要包括定期的后续服务工作、客户奖励以及其他一些特别服务，如给予VIP和其他等级的会员特殊待遇。在一些情况下，还可以提供一些人性化的服务(比如寄送生日卡或周年纪念卡等)。

后续服务工作

这是一个回复客户业务来电或解决客户关心的问题的过程。也往往是确定客户服务工作是否有效的意见反馈或措施。

反馈意见

这是个给予或接收各种形式的反馈意见的过程，反馈包括各种评价、意见、观察报告或分析，通过这些反馈决定现行客服工作系统是否有效，是否值得继续运行。

关注客户的情感点

在客户生活和工作的重要时刻给予特别的服务，这会让你的客户感觉到你对他的关心以及你对双方合作的重视。

客户忠实度

客户基于对某产品或服务比较满意，或与公司的合作比较愉快，会自愿留下来继续使用该产品或服务。无论其他公司采取怎样的营销和广告手段，客户都不会转换品牌。

增值建议

通过增加现有产品、服务或品牌的内在价值来增加其可取之处。通常的形式是承诺对客户随时提出的问题即时解决，并达到让客户满意。主要是增加售前售后服务，当然也有通过打折销售以回报消费者的措施。

追踪

衡量整个客服系统和运行周期的过程，并秉着“一切为提高服务效率”的宗旨，对各环节工作进行修改，改进或摈弃。从评估的结果来决定哪些环节可以继续使用。有用的将被保留，没用的则会被摈弃或修改。

最佳方案/世界一级方

这些是能够满足甚至超越客户期望值的策略和方法，由于已经达到极高水平，所以近期无须做出任何改动。它们是其他系统、公司等力求达到的标准或效仿的