国际货代物流英语

1. 国际货代物流英语 Week 5

2. Text 2 How to Improve Customer Service Level New Words and Phrases • urgency n. 紧急，紧迫 • fiercely adv.强烈，极度地 • competitive adj.竞争的 • retain v.保留，维持 • formation n. 形成 • implementation n. 执行，落实 • superior adj. 优秀的 • contradiction n. 矛盾

3. Text 2 How to Improve Customer Service Level • ultimate adj. 最终的 • simultaneously adv. 同时的 • imply v. 暗示，包含 • frequent adj.频繁的 • multiple adj.多样的 • identify v. 确认 • characterize v. 以…为特征 • process n. 过程，工序 • similarity n.相似处，相似点

4. Text 2 How to Improve Customer Service Level • preference n. 偏爱 • achieve v. 完成，达到，实现 • competitor n. 竞争者 • sector n. 环节 • interact v. 互相作用，互相影响 • negatively adv. 否定地 • calculate v. 计算 • formula n. 公式 • variable adj. 可变的

5. Text 2 How to Improve Customer Service Level • a great array of 大量的 • result from 发生，引起 • result in 致使，导致 • take …into account 对……加以考虑 • fall into 分类 • market-driven 市场驱动

6. Text 2 How to Improve Customer Service Level 【Para 1】Urgency of improving customer service（提高客户服务的紧迫性） In today’s fiercely competitive market, customers face a great array of products and brand choices, prices and supplier. Many firms find it extremely difficult to retain existing customers and to create new customers. Though not every purchase depends on the formation of relationship between the firms and their customers, many actually do.

7. Text 2 How to Improve Customer Service Level Higher level of customer service resulting from improved logistics system can greatly benefit the implementation of market strategy. Therefore, the managers are now going all out to improve their logistics system to deliver superior customer service.

8. Text 2 How to Improve Customer Service Level 【Para 2】Contradiction between the service level and cost（服务和成本之间的矛盾） Firm’s ultimate goal is to gain profits, not sales, so both level and cost have to be taken into account. Higher level of customer service usually results in increased cost. No logistics system can maximize service and minimize logistics cost simultaneously.

9. Text 2 How to Improve Customer Service Level Maximum customer service implies large inventory, frequent transportation and multiple warehouses, all of which raise logistics cost. Minimum logistics cost means least-cost transportation, low stock levels and few warehouses.

10. Text 2 How to Improve Customer Service Level 【Para 3】Identifying customers’ needs（确定客户需求） The start point is to study what the customers require. It is important to remember that no two customers will ever be exactly the same in terms of their service requirements. However, it will be the fact that the customers will fall into groups which are characterized by a similar service needs. A three-stage process is suggested here as follows：

11. Text 2 How to Improve Customer Service Level • Identify the key parts of customer service as needed by customers • Establish the relation of those service parts to customers • Identify ‘group’ of customers according to similarity of service preferences

12. Text 2 How to Improve Customer Service Level 【Para 4】Defining customers service objective（评价客户服务目标） The purpose of logistics strategy is to provide customers with the level and quality of service that they require at less cost. In developing a market-driven logistics strategy the aim is to achieve ‘perfect service’ in a cost-effective way. The firm must research the relative importance of these service output.

13. Text 2 How to Improve Customer Service Level The firm must also take into account competitor’s service standards. It will normally want to offer at least the same service level as competitors’ service standards. But the objective is to maximize profits not sales. The firm has to look at the cost of providing higher level of services. Some companies offer less service and charge a lower price. Other companies offer more service and charge a higher price. The firm ultimately establishes right objectives to guide its planning.

14. Text 2 How to Improve Customer Service Level 【Para 5】Reducing the cost of logistics system（降低物流系统的成本） An organization can not achieve logistics efficiency by reducing the cost of each sector in the logistics system. Logistics costs usually interact and are often negatively related. Therefore, the firm has to improve customer service by reducing the total logistics costs.

15. Text 2 How to Improve Customer Service Level According to the service standards, the firm designs a logistics system that minimizes the cost of achieving these standards. Cost of logistics system can be calculated by the following formula： TC = TFC + FWC + VWC + LSC TC = total logistics cost of proposed system TFC = total freight cost of proposed system FWC = total fixed warehouse cost of proposed system VWC = total variable warehouse cost of proposed system LSC = total cost of lost sales due to average delivery delay under proposed system

16. Text 2 How to Improve Customer Service Level Notes 1．In today’s fiercely competitive market, customers face a great array of products and brand choices, prices and supplier. 在今天激烈竞争的市场，客户面对大量的产品、品牌、价格和供应商可供选择。

17. Text 2 How to Improve Customer Service Level 2．Higher level of customer service resulting from improved logistics system can greatly benefit the implementation of market strategy. 完善的物流系统带来的高水平物流服务能够极大地促进市场战略的实施。

18. Text 2 How to Improve Customer Service Level 3．Therefore, the managers are now going all out to improve their logistics system to deliver superior customer service. 因此，经理们都在尽其所能完善他们的物流系统以提供优质的物流服务。

19. Text 2 How to Improve Customer Service Level 4．Firm’s ultimate goal is to gain profits, not sales, so both level and cost have to be taken into account. 公司的最终目标是获得利润的增长，而不是销售量，因此服务水平和成本必须考虑。

20. Text 2 How to Improve Customer Service Level 5．No logistics system can maximize service and minimize logistics cost simultaneously. 没有任何一个物流系统能同时做到服务水平最高和成本最低。

21. Text 2 How to Improve Customer Service Level 6．Maximum customer service implies large inventory, frequent transportation and multiple warehouses, all of which raise logistics cost. 物流服务最大化意味着大量的库存、频繁多次的运输以及多样化的仓库，所有这一切都会增加物流成本。

22. Text 2 How to Improve Customer Service Level 7．It is important to remember that no two customers will ever be exactly the same in terms of their service requirements. 重要的是没有两个客户的需求完全一致。

23. Text 2 How to Improve Customer Service Level 8．However, it will be the fact that the customers will fall into groups which are characterized by a similar service needs. 然而，在实践中我们必须按照相似的客户需求将客户分类。

24. Text 2 How to Improve Customer Service Level 9．In developing a market-driven logistics strategy the aim is to achieve ‘perfect service’ in a cost-effective way. 在推进市场驱动的物流战略中，目标是以有效的低成本获得“完美的服务”。

25. Text 2 How to Improve Customer Service Level 10．The firm must also take into account competitor’s service standards. 公司必须考虑竞争者所能提供的服务标准。

26. Text 2 How to Improve Customer Service Level 11．An organization can not achieve logistics efficiency by reducing the cost of each sector in the logistics system. Logistics costs usually interact and are often negatively related. 一个组织仅仅通过降低物流系统其中一个环节的成本，是不可能提高物流效率的。物流各个部分的成本通常相互作用以及此消彼长的。

27. Dialogue: Making a Complaint

28. Dialogue Making a Complaint New Words and Phrases • cargo n.货物 • shortage n. 短缺量 • consignment n.寄送，委托货物 • inspect v. 检查，检验 • carton n.纸箱 • carrier n.承运人 • settlement n.解决

29. Dialogue Making a Complaint • approach v.解决，处理 • original adj. 原来的，正本的 • policy n.保险单 • in conformity with 与一致，与相符 • onboard bill of lading 已装船提单 • be liable for 对负责 • survey report 检验报告 • commercial invoice 商业发票

30. Dialogue Making a Complaint （Judy, a clerk in a Sun Textile Import and Export Co., Ltd, is complaining about the cargo to Sandy, a logistics company clerk.） • Judy：Hello, may I speak to Sandy? • Sandy：Yes, speaking please. • Judy：This is from Judy in Textile Import and Export Co., Ltd

31. Dialogue Making a Complaint • Sandy：How are you? I think the cargo have already reached you. Is there anything else I can do for you? • Judy：Yes. We regret tell you that the goods you sent us are not in conformity with the terms of the contract. On examination, we find a shortage in the delivery. • Sandy：Oh? Please explain in detail.

32. Dialogue Making a Complaint • Judy：As soon as the consignment arrived at our port we had it inspected. To our disappointment, we found a shortage of 2 cartons. • Sandy：2 cartons? • Judy：Yes. We ordered 20 cartons of garments, but we only received 18 cartons. • Sandy：Did you contact the exporter for the matter?

33. Dialogue Making a Complaint • Judy：Yes. They showed the onboard bill of lading to us. We all consider the carrier should be liable for the shortage. Therefore, we have to raise a claim against your company as the liability with you.

34. Dialogue Making a Complaint • Sandy：We’d like to have your present proof. • Judy：Here is our onboard bill of lading to claim a settlement. • Sandy：Sorry, the evidence you provided is inadequate. • Judy：Wait a moment, here’s a survey report issued by the Commodity Inspection Bureau（货物检查所）. • Sandy：Have you any other evidence? • Judy：Not yet.

35. Dialogue Making a Complaint • Sandy：Sorry, we regret being unable to accept your claim because the goods were in perfect condition when the goods were loaded. • Judy：What should we do now? • Sandy：We suggest that you approach the insurance company for settlement as the shortage occurred in transit. • Judy：Which evidence do we provide?

36. Dialogue Making a Complaint • Sandy：The full original set of ocean bills of lading, original policy and the original commercial invoice. • Judy：Thanks a lot, bye. • Sandy：Bye.

37. Dialogue Making a Complaint Notes 1．We regret tell you that the goods you sent us are not in conformity with the terms of the contract. 我们遗憾地通知你，你交付的货物与合同规定不符。

38. Dialogue Making a Complaint 2．We regret being unable to accept your claim because the goods were in perfect condition when the goods were loaded. 非常遗憾我们不能接受你的索赔，因为装货时货物状态完好。

39. Dialogue Making a Complaint 3．We suggest that you approach the insurance company for settlement as the shortage occurred in transit. 由于货物短量发生在运输途中，我们建议你找保险公司解决问题。

40. Dialogue Making a Complaint Exercises Ⅰ Oral Practice: practice the above dialogue with your partner until you can learn the lines by heart.

41. Dialogue Making a Complaint Ⅱ Team work: make up a dialogue according to the following situation and practice it with your partner. Situation： Today is the deliver time. Kitty still has not received the toy she ordered on the website. She is making a call to customer service department.

42. Dialogue Making a Complaint Tips： 1. I’m afraid I have a complaint to make. 2. I’m afraid I have got a complaint about… 3. The last thing we want to do is to postpone the delivery date. 4. I must apologize to you for… 5. We again apologize for causing your inconvenience. 6. I assure you it won’t happen again. 7. We’ll make a thorough investigation. 8. It’s nothing serious, I hope.

43. Dialogue Making a Complaint Ⅵ Fill in the blanks with the words in the following box. （Miss Chen, a staff member in the delivery department of Air Logistics Co., Ltd, is making a call to a customer, Mr. Zhang ） comment complain feedback hesitate beyond pleased satisfy bother considerate arrive

44. Dialogue 2 Making a Complaint • Zhang：Hello. This is Peter Zhang. Who’s that, please? • Chen：Hello. Mr. Zhang. It’s really nice to hear you. This is Kitty Chen from Air Logistics Co., Ltd. I remember that you ________ to us about our delivery yesterday. Is that right? • Zhang：Yes, you are right. • Chen：Mr. Zhang, I’m calling you today just to see if everything is OK now with your washing-machine. I wish I were not ________ you too much. complained bothered

45. Dialogue Making a Complaint • Zhang：Oh, no, not at all. • Chen：Mr. Zhang, is your washing-machine working properly now? • Zhang：Yes, it is. • Chen：Are you _________ with its performance now, Mr. Zhang? • Zhang：Yes, I am. • Chen：By the way, I’d like to know how soon our delivery man reached your house after you called us. Satisfied

46. Dialogue Making a Complaint arrived • Zhang：He ________ half an hour after I make the call, which was actually ________ my expectation, • Chen：Was he polite and careful? • Zhang：Yes. He was very careful and ________. He even helped me to clean the floor after he finished his job. • Chen：Thank you very much for your _________, Mr. Zhang. I hope you will be ______ with our service and we appreciate your _________. beyond considerate comment pleased feedback

47. Dialogue Making a Complaint • Zhang：Thank you. • Chen：Please don’t ________ to call us if there is any question. Goodbye. • Zhang：Goodbye. hesitate

48. Unit 4 Terms of shipment in the transportation contractⅡ

49. Interpret V.翻译，口译 Exclude V.不包括 Prompt adj. 即刻 V.引起，激起 Disregard V.忽略 Expiry date 失效日期 Presentation of document 交单 Manifest n. 载货清单，舱单 Shipping note 托运单 Delivery order 提货单 Mate’s receipt 大副收据 Evidence n.证据 Receipt of goods 货物收据 Document of title 物权凭证 Endorsement n.背书 Non-negotiable 不可转让的，副本的 Identification n.身份 Surcharge n.附加费用 Rebate n.回扣，折扣 Port authorities 港务局 Shipping space 舱位 Commitment n. 保证，承诺 Acknowledgement （of）n.承认，确认 Subsequently adv. 继…之后 Words & Expressions

50. Questions • What is “on or about” meaning? • What’s a clear and flexible way to stipulate the time for shipping? • What are the main functions of a bill of lading? • What are the major types of document?