LESSON 25: HOW TO OFFER INFORMATION ABOUT AFTER-SALE SERVICES AND SUPPORT?
--怎样向客户提供有关售後服务和技术支援的信息？


CONTENTS

I. USEFUL EXPRESSIONS 常用语

II. SAMPLE 范文

III. TIPS 掌握写作要领

IV. EXERCISE: WORDS, PHRASES AND SENTENCE PATTERNS 精通常用词组和句型

V. WRITING WORKSHOP 写作小作坊

VI. GOODIES & GIFTS 实用小礼物

I. USEFUL EXPRESSIONS
常用语

1. How to offer a general description of your services and support?

We offer a complete choice of options from standard support to hourly consultation.

Every R&G system automatically comes with a full array of standard service features.

Quick access to technical support is available through the following AlphaTec services: ...

2. How to offer more detailed descriptions of your services and support?

Free telephone support for diagnosing technical problems with R&G systems is available for the life of the system.

R&G telephone support is available 24 hours a day, 7 days a week, 365 days a year.

Your will have around-the-clock access to a team of technical experts.

In addition to automated support systems, our technicians respond to questions and issues via the following online services: ...

Enclosed is a brochure describing the standard services and return policies as they relate to hardware and software.

3. How to offer information about warranties?

R&G systems come with either a limited one-year warranty or a limited three-year warranty.

Please refer to the enclosed brochure for warranty applicable to your R&G system.

4. How to encourage further contact for information?

For more detailed information on the support options outlined here, call AlphaTec Customer Services at (000) 000-0000.

Contact our Customer Technical Support at the toll-free telephone number listed on your invoice for more information.

Please do not hesitate to contact me if there is any further information you require.



II. SAMPLE
范文

Dear Mr. Lawrence:

Thank you for your inquiry of April 25 regarding after-sale services and support options for Tel-EC products.

Judging from the needs described in your letter, our Small-Business Service and Support program should provide your firm a comprehensive coverage of your needs. Enclosed is an overview of support options available by product category. Each category overview includes the amount of Standard No-Charge Support along with a listing of telephone numbers to call for support. It also contains pricing and phone numbers for Pay-Per-Incident Support. Just choose the options that best apply to you.

If you need more detailed information on the support options outlined in the enclosed overview, just call our Customer Services at (000) 000-0000.

Sincerely yours,



_____________
_____________

Enclosure



III. TIPS
掌握写作要领

1. Thank the customer for inquiring about services or support.
2. Before writing a response, ask yourself: what are the customer's specific needs?
3. Write your answer according to the customer's needs, emphasizing what is most useful to him.
4. Offer suggestions if you can.
5. Offer contact information.
6. Enclose printed information if necessary.



IV. EXERCISE: WORDS, PHRASES AND SENTENCE PATTERNS
精通常用词组和句型

1. Click on the word or phrase that fits the sentence:

  1. Prices for AlphaTec's Technical Support are subject _____ change without notice.
    (A) with
    (B) on
    (C) to
    (D) at

  2. All Alpha systems come _____ either a limited one-year warranty or a limited three-year warranty.
    (A) for
    (B) with
    (C) in
    (D) to

  3. Please refer to the warranty applicable ____ your Alpha system.
    (A) for
    (B) on
    (C) with
    (D) to

  4. _____ the limited warranty for your system, a variety of service options are also available.
    (A) In addition to
    (B) Instead of
    (C) Despite of
    (D) Except for

  5. If the compatibility problem can be solved by updating your system, C&P will provide such an upgrade to you ____ no charge.
    (A) of
    (B) on
    (C) at
    (D) in

  6. For additional terms and details of this Service, please refer _____ the applicable service contract.
    (A) for
    (B) with
    (C) to
    (D) at

  7. Please check _____ your C&P sales representative for a list of portable computers currently covered by the C&P International Service Program.
    (A) to
    (B) with
    (C) [none]
    (D) up

  8. We reserve the right to send a replacement for the computer system _____ repairing and returning the system that was sent for repair.
    (A) but not
    (B) in spite of
    (C) in addition to
    (D) rather than

  9. The battery in the portable computer is only covered by the warranty for the first twelve months _____ the invoice date.
    (A) from
    (B) to
    (C) of
    (D) as

  10. Our On-site Service Response Guarantee applies _____ registered owners of C&P systems purchased after January 1, 1995.
    (A) for
    (B) on
    (C) with
    (D) to

  11. We will arrange _____ your system to be repaired according to the coverage available in your country.
    (A) to
    (B) for
    (C) [none]
    (D) with

  12. Our Special Support program allows you to choose service options _____ the standard service.
    (A) more than
    (B) outside
    (C) beyond
    (D) out of

  13. You select and pay _____ only the options that suit your needs.
    (A) to
    (B) on
    (C) in
    (D) for

  14. Failure to honor the invoice within 30 days after receipt of replacement may result _____ legal steps to recover the component.
    (A) as
    (B) in
    (C) to
    (D) at

  15. Damage ______ shipping the products to you is covered under our Limited One-Year Warranty.
    (A) be due to
    (B) due to
    (C) results from
    (D) due for




2. Fill in the blanks with words chosen from the list below:

done, vary, contact, take, listed, allowed, outside, offer, only, which

We offer free installation of all AlphaTec products. However, a lead time of approximately 10 days should be (1) for installation and testing. Installation for overseas customers may (2) longer.

We have (3) our best to minimize the maintenance needs through careful design. However, we do also (4) a standard maintenance contract, the terms of (5) are enclosed.

The services and prices (6) here are available in the United States and Canada (7) . Services and prices outside these countries may (8) . For support offerings (9) the United States and Canada, please (10) the local AlphaTec subsidiary in your area.



V. WRITING WORKSHOP
写作小作坊


In each of the following pairs of sentences, complete the second sentence so that it has the same meaning as the first sentence. Change passive voice into active voice (将被动语态变为主动语态). Here is an example:

a) Applicants are required to submit financial statements.
b) The rules require that ....
[Answer] "The rules require that applicants must submit financial statements."

(1)
a) If a hardware failure is experienced by your C&P system, a technician will be sent to your location to deal with the problem.

b) If your C&P system ..., we will ...


(2)
a) If your problem cannot be solved by the local representative, C&P Customer Services may be contacted and your situation will be given top priority for resolution.

b) If the local representative ..., you may ... and we will ...


(3)
a) For an added cost, the initial one-year contract can be extended for up to three years.

b) You can ...


(4)
a) If an extended service contract is purchased within 30 days from the invoice date, it can be purchased at a reduced price.

b) You can ... if you ...


(5)
a) In accordance with industry-standard practices, products are manufactured by C&P from parts and components that are new or equivalent to new.

b) C&P ...


(6)
a) The hardware products will be free from defects in materials and workmanship. This is warranted by C&P.

b) C&P ...


VI. GOODIES & GIFTS 实用小礼物

New Words, New Meanings

e-book; electronic book; digital book: n. 电子书

Examples:

Electronic books may soon deliver you from your paper weight.

E-books can hold up to 4,000 pages in a memory made of silicon.

Touch-sensitive screens make it possible to write notes in the margin of a digital book.