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1、Work in pairs.Look at the following pictures and tell what they are about.,Approaching Workplace,Back,Approaching Workplace,Back,The company technician does regular check on the home equipment for the customer.,The deliveryman delivers the goods to the customer at home.,Approaching Workplace,Back,Th
2、e mechanic in a 4S shop services the car for the customer.,A companys after-sale clerk makes a home visit and conducts a survey on customers satisfaction about their product.,Approaching Workplace,Back,1.Have you ever heard of the slogan“Customer First”?Do you agree to it?2.What do you know customer
3、 service refers to?,Yes.I cant agree more.First,customers pay the company for a product they get.They should be respected and get proper service.Second,all companies expenses and their staffs salaries are actually paid by customers.Without customers,companies cant survive.,It refers to the way in wh
4、ich a company treats its customers and answers their questions,complaints etc.,Now discuss the questions below and then report to your class.,3.Have you ever taken part in any customer satisfaction survey?What is it?4.Do you think good customer service can help companies,No.I havent.But I know a cus
5、tomer satisfaction survey is usually a questionnaire form that customers are asked to answer or fill in.The company uses it to get information about what customers think about its products or service.,Yes,absolutely.Good customer service will bring about good opportunity to the business.And more cus
6、tomers will buy their products.,Now discuss the questions below and then report to your class.,5.What service do you think can be considered good customer service?,As to good customer service,the company cares about their customers,provides proper after-sales service and quickly responds to customer
7、s questions and complaints.In a word,a good customer service is a service that is satisfying to the customers.,Now discuss the questions below and then report to your class.,Workplace Communication,Back,You will hear five statements.Listen to them carefully and match each statement with the correspo
8、nding picture.,e,d,a,c,b,Back,Listen to the statements again and decide whether these sentences are“Right”or“Wrong”.If there is not enough information to choose“Right”or“Wrong”,choose“Not mentioned”.,1.Many companies use customer feedback to improve their service.a.Right.b.Wrong.c.Not mentioned.2.Da
9、vid is so happy with the customer service of the company that he is calling.a.Right.b.Wrong.c.Not mentioned.,Back,3.Mary is always shy when she talks with the customer in her shop.a.Right.b.Wrong.c.Not mentioned.4.Lucy wins the Best Service Prize for her good service to the customers.a.Right.b.Wrong
10、.c.Not mentioned.5.Mike has taken some English course before he works in the company.a.Right.b.Wrong.c.Not mentioned.,Back,Scripts,Use the Right Word,Here are two groups of words frequently used in customer service.In each group,delete one word which does not go with the one in the circle.,Back,Use
11、the Right Word,Here are two groups of words frequently used in customer service.In each group,delete one word which does not go with the one in the circle.,Back,1.Many companies use customer feedback to improve their service.2.David is so angry with the customer service that he cannot help shouting
12、at the phone.3.Mary always smiles while she talks with the customer in her shop.4.Lucy wins the Best Service Prize for her good service to the customers.5.Mike has taken some training on customer service before he works in the Customers Department.,Scripts,Back,Listening In,Situation:Anna and Peter
13、are colleagues in a company.They are talking about designing the customer satisfaction card.,Listen to the model dialogue and fill in the blanks with what you hear.,Back,Model Dialogue,Anna:Peter,why do we need the customer satisfaction card?Peter:You know,it can help us to _ and improve customer se
14、rvice.Anna:I see.So,whom are we going to send these cards to?Peter:I think,to the customers who _ and those who have received our service.Anna:Thats right.And what main items shall we put in the card?Peter:Well,we need to put the items such as delivery service,maintenance service and the way we _.An
15、na:Great!Then how can we _?Peter:We can ask customers to _ after service or on the website,or answer questionnaire by telephone.Anna:Yeah,I agree with you.,have made complaints,meet customers needs,handle the complaints,apply the cards,fill in the forms,Back,Listen to the model dialogue again and ch
16、eck your answers.Then practice the dialogue and try to role-play it with your partner.When you role-play it,you are expected to use the Mind Map below,but do NOT look at the model dialogue.,Speaking Out,Scripts,Back,Back,Anna:Peter,why do we need the customer satisfaction card?Peter:You know,it can
17、help us to meet customers needs and improve customer service.Anna:I see.So,whom are we going to send these cards to?Peter:I think,to the customers who have made complaints and those who have received our service.Anna:Thats right.And what main items shall we put in the card?Peter:Well,we need to put
18、the items such as delivery service,maintenance service and the way we handle the complaints.Anna:Great!Then how can we apply the cards?Peter:We can ask customers to fill in the forms after service or on the website,or answer questionnaire by telephone.Anna:Yeah,I agree with you.,Scripts,Back,Listen
19、to the dialogue and fill in the missing information on the following Mind Map.,Situation:Ella is replying to a customer satisfaction survey given by Jack,a waiter in a restaurant.,Listening In,Back,very friendly,good,too expensive,Back,delicious,very polite,Listen to the dialogue again and check you
20、r answers.Then role-play it with your partner by using the above Mind Map.,Speaking Out,Back,Scripts,Jack:Excuse me.We are conducting a customer satisfaction survey in our restaurant.Could I ask you some questions?Ella:Yes,please.Jack:What do you think of our food?Ella:I think the food here is good,
21、and quite delicious,but there are not many choices of food on the menu.Jack:What about the price?Ella:Well,the price of the food is reasonable,but the tea,you know,is too expensive.Jack:Understood.The last question:What do you think of our service?Ella:Oh,the service is good;the waiters and waitress
22、es are very friendly and polite,offering good service.Jack:Ok.Thank you so much!Ella:You are welcome.,Scripts,Back,Task 1,Read the following Mini Text and find the word or expression that matches the context meaning given.,a)_:sweet food that you eat after the main part of a mealb)_:the particular t
23、aste that food or drink hasc)_:having doubts about something that other people think is true or rightd)_:to think about something because you want to know more facts or details about it e)_:a flavor used in some sweet foodsf)_:to become cooler,or to make something cooler,dessert,flavor,skeptical,won
24、der,vanilla,cool,Mini Text,Back,A Story of Customer Complaint,Back,Word Tips,This is a real story,experienced by customer care at General Motors.The complaint reads:“I may sound crazy,but it is a fact that we have a tradition in our family of ice cream for dessert after dinner.Every time I buy a van
25、illa ice cream,when I come,back from the store my car wont start.If I get any other kind of ice cream,the car starts just fine.I really want to know why.”,Notes,Back,The President of the company was skeptical about the letter,but sent an engineer to meet the man just after dinnertime at the ice crea
26、m store.The first night,they got chocolate.The car started.The second night,they got strawberry.The car started.The third night they ordered vanilla.The car failed to start.The engineer wondered and arranged to continue his visits so as to solve the problem.So,he began to take notes:time of day,type
27、 of gas used,time to drive back and forth etc.He then noticed that the customer took less time to buy vanilla than any other flavor,as it was kept at the front of the store.All the other flavors were kept at the back of the store,so it took longer to get them.The answer then became obvious to the en
28、gineer:When the driver returned to the car quickly,the vapor lock did not cool in time for the car to re-start.,Back,dessert n.甜点 vanilla n.香草 skeptical adj.怀疑的 wonder v.怀疑,想知道flavor n.口味 cool v.使冷却,Word Tips,1.General Motors 美国通用汽车公司2.vapor lock 汽封，气阻,Notes,Translation of Mini Text,这是一个真实的故事，就发生在美国
29、通用公司的客服部。顾客投诉信写道：也许听上去会觉得不可思议吧！事情是这样的，我们家有饭后吃甜品的习惯，每次我买完香草冰淇淋后上车就没法发动汽车，而买其他口味的冰淇淋就可以。我真的搞不懂这是为什么。,Back,一个关于顾客服务的故事,Translation of Mini Text,公司董事长对此深表怀疑，但还是派了一位汽修工前去解决该问题。汽修工与这位顾客在晚饭时间过后去买冰淇淋。第一次买的巧克力味，汽车发动了。第二次草莓味的，汽车也发动了。然而第三晚买香草味时，汽车却没法发动。汽修工很好奇，继续访问该顾客，并对用该汽车买冰淇淋时使用时间，使用的汽油类型，以及往返时间等相关信息做了记录。他后来
30、发现，该顾客购买香草冰淇淋时使用的时间更短，因为此类冰淇淋就在店面前面，而其他口味的冰淇淋则因放在店铺的后面，因而花费的时间更长。对于汽修工来说，这个问题的答案已经显而易见了：当顾客返回车内更快时，车内的车阻还未及时冷却，从而汽车无法重新发动。,Back,Work with your partner,and answer the following questions according to the Mini Text and the graph above.,Task 2,Pair Work,Back,1.What was the customers complaint?2.What wa
31、s the attitude of the President of the company towards this complaint?,The customer complained that when he bought a vanilla ice cream,he couldnt start his car,but when he bought any other kind of ice cream,the car started just fine.,The President of the company was skeptical about the letter,but se
32、nt an engineer to meet the customer and handle the complaint.,Task 2,Pair Work,Back,3.What did the engineer do to solve the complaint?4.What did the engineer notice during his visits?5.What was the real reason behind the problem?,The engineer made continuous visits to the customer,observed the issue
33、 and took notes:time of day,type of gas used,time to drive back and forth etc.,He noticed that the customer took less time to buy vanilla than any other flavor.,The reason was the problem of the vapor lock:when the driver returned to the car quickly,the vapor lock did not cool in time for the car to
34、 re-start.,Reading Text,Ready to Go!,Task 2,Task 2,Task 2,Text,Back,Ready to go!,The Importance of Customer Service,IntroductionCustomers,and _,hold a very important place in business.Suggestions1.Tune in to Customer Needs We need to continually ask,open ears and learn _.,Skim the Text for the key p
35、oints and fill in the outline with necessary information.,customers needs,Reading Text,Back,customer opinions,Ready to go!,2.Show Customers We Appreciate Them We need to make customers feel appreciated.ConclusionWe need to respond to customer needs in _.,Reading Text,Back,Discover customers opinions
36、;Analyze _ objectively;Take action to improve the _.,3.What to Do,the gathered information,customer service rating,a timely manner,The Importance of Customer Service,Youve heard that the customer is always right.You may or may not agree with that statement,but everyone ought to agree that customers,
37、and customer opinions,hold a very important place in our lives.After all,without customers-people who buy our products and services-our businesses will close down and we all will pack up to go home.The faster you can adapt to accommodate customer needs,the stronger your companys reputation will be.T
38、une in to Customer Needs Discovering what constitutes good customer service does not happen by nature.We have to ask.We must have open ears and learn what our customers want.But once we learn and take appropriate action,we cannot be complacent.After all,our customer needs change.We have to continual
39、ly ask and learn.,1,Back,1,2,2,3,4,All of this can be equated to tuning in to a radio station.A radio is a one-way event:Stations broadcast,we receive.Our listening to the customer should be the same way.Show Customers We Appreciate Them Customers need to feel appreciated.It is not uncommon for a cu
40、stomer to go out of his way to get products or service from an inconvenient source if the source provides excellent customer service.In other words,if we make customers feel like a million bucks,theyll go the extra mile to do business with us.,Back,5,6,7,3,4,8,9,10,Ill never forget talking with a pe
41、rson who lived in a medium-sized town that had two hospitals.One hospital had a reputation for providing first-class care.The other did not.My acquaintance told me that if she was ever in a car wreck and woke up in the“wrong”hospital,she would pull the IVs out of her arm and walk in her hospital gow
42、n to the hospital that provided better patient care.Id say that illustrates the power of good customer service.What to Do First,we need to discover our customers opinions of our products and/or service.This occurs by asking.Using todays technology,this can happen by using something as simple as a fe
43、edback card,or by using an online service.Plenty of options exist.,Back,5,6,11,12,13,Second,after gathering information,analyze it.Ask the tough questions and arrive at the tough answers.Be as objective as you can.Third,act.Change what is necessary to improve your customer service rating.The more yo
44、u can meet customer needs,the better your chance for long-term success will be in our fast-paced,ever-changing world.Theres a book by Jason Jennings and Laurence Haughton that explains it all:Its Not the Big That Eats the Small,Its the Fast that Eats the Slow.In other words,we need to respond to cus
45、tomer needs in a timely manner if were going to survive.,Back,7,8,9,14,15,Language Points,1.(Para.1)You may or may not agree with that statement,but everyone ought to agree that customers,and customer opinions,hold a very important place in our lives.Paraphrase:Some people may agree with that statem
46、ent,other people may not agree with it,but everybody probably agree that customers and customer opinions play a very important part in our lives.agree with:to think that something is the right thing to do 赞同（某事）e.g.I dont agree with corporal punishment in schools.我不赞成在学校里进行体罚。,Back,(To be continued)
47、,Language Points,Structure Analysis:This is a compound-complex sentence.A compound-complex sentence or complex-compound sentence is a sentence with at least two independent clauses and one or more dependent clauses(also known as subordinate clauses).“everyone ought to agree that customers,and custom
48、er opinions,hold a very important place in our lives.”is an object clause.e.g.Bruno,on the other hand,likes the view that he gets from the log cabin up in the mountains,and he enjoys hiking in the forest.可是布鲁诺喜欢山顶小木屋的俯瞰之景，而且喜欢徒步于林间。Translation:你可能同意，也可能不同意这种说法，但是大家都会认同这一点：顾客以及顾客意见在我们的生活中起着重要的作用。,Bac
49、k,(The end),Language Points,2.(Para.1)The faster you can adapt to accommodate customer needs,the stronger your companys reputation will be.Paraphrase:If you can change yourself to meet customer needs faster,your companys reputation will be stronger.adapt:to change your behavior in order to deal more
50、 successfully with a new situation 适应e.g.The children are finding it hard to adapt to the new school.孩子们发现很难适应新学校。,(To be continued),Back,Language Points,accommodate:to accept someones opinions and try to do what they want,especially when their opinions or needs are different from yours 迎合，迁就e.g.Wev
