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　　外贸商品术语（二十）

　　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）。

　　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 perks， 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 input in the form of comments， opinions， observations， and analysis to either validate or invalidate the customer service system.

　　Customer touch-points

　　Specific actions that are carried out at measurable intervals 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.