英语翻译Steps to outstanding client service Requirements Read th

英语翻译
Steps to outstanding client service
Requirements
Read the details below of the research that David Maister conducted into client service and then complete the checklist on the following page,following the instructions given.
You have 10 minutes to complete this exercise.
Client Service Research
In a large-scale study conducted for a major international professional service firm,corporate purchasers of a broad range of professional services including audit,actuarial,consulting,legal,and marketing services were asked to rate their experiences with professional service firms on two dimensions:
1.First,evaluate satisfaction with the technical quality of the work done for them.Satisfaction was consistently high.Clients seem to have little trouble finding technically competent people to help them.
2.Next the clients were asked to rate the level of satisfaction with the way they were dealt with by the professionals involved during the engagement.Satisfaction levels were extremely low and the complaints were many.The importance of good relationship management is borne out by another research question,in which corporate executives were asked about referrals (or recommendations).Only 10% of all referrals were found to be cases where technical considerations or “results” were given as the reason for the referral.A full 90% of the reasons given for referrals were related to the relationship created.
Most clients say that,if they could find a service provider who reliably behaved in the ways described on the next page,they would be:
1.More likely to return to that provider
2.More willing to refer that provider
3.Less fee-sensitive about the provider’s services

步骤,以优秀的客户服务
要求
阅读下面详细说明的研究表明,朱迈斯特尔进行客户服务,然后完成检查清单在下列网页上,以下的指示.
你有10分钟来完成这项工作.
客户服务的研究
在一个大型的研究进行了一个主要的国际专业服务公司,公司购买了广泛的专业服务,包括审计,精算,咨询,法律和营销服务,被要求率他们的经验与专业服务公司在两个方面：
1 .第一,评价满意的技术质量方面所做的工作给他们.满意度始终很高.客户似乎没有多大的麻烦找到技术上胜任的人来帮助她们.
2 .未来的客户被要求率的满意程度与他们的方式处理,由专业人士参与,在参与.满意程度极低和投诉很多.的重要性,良好的关系,管理是由承担研究的另一个问题,在这种公司行政人员被要求有关推介（或建议） .只有10 ％的所有转介被发现情况下,技术上的考虑,或“结果”给出了为理由转介.全面90 ％的原因,给予转介相关的关系建立.
大多数客户说,如果他们能够找到一个服务供应商谁不乖在可靠的方式描述在下一页上,他们将是：
1 .更有可能返回该供应商
2 .更愿意是指该服务商
3 .少费敏感的关于供应商的服务