新职业英语职业综合英语Unit-7-Customer-Service(课堂PPT).ppt

职业综合,英语,1,Unit 7,Customer Service,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,Unit 7,职业综合英语,1,ENGLISH FOR CAREERS,Unit 7,Customer Service,新职业英语,1,Contents,Listening&Speaking,4,Warming-up,1,Reading A,2,Reading B,3,Language Lab,7,Language Lab,7,Writing,5,Mini-project,6,2,Warm-1-1,Task 1,Complete the following survey form about campus canteens.,3,Warm-1-2,Task 2,Suppose you are the CEO of the Campus Canteen,Corporation.According to the completed survey above,are your customers satisfied?How could you make,improvements?,4,Reading A,Reading A,Text,Task 1,Task 2,Business Know-how,5,Text A-1,I Really Want to KnowFriday night I,went off,my diet.I dare,say I,deserved,a good meal after losing the,twenty pounds I,gained,from too many trips to,Manhattan restaurants last year.My wife and I,went to one of our favorite Houston restaurants,to celebrate the successful conclusion of my,diet.,Reading A,6,Text A-2,The food,as always,was wonderful.The,service was even better than usual.I really,would have given the restaurant top marks on,every itembut I didnt.Why?Well see in a,moment.,Reading A,7,Text A-3,It is,admirable,for an organization to want,to,measure,customer satisfaction.However,to do so correctly,the,entire,measurement,process must be properly designed and,implemented,from start to finish.Proper,questionnaire design is just the first step in the,process.Equally as important is,establishing,a,process of gathering data which will,obtain,a,representative sample of customers,and which,keeps bias to a minimum.This is where many,organizations fail.This is where this,particular,restaurant failed.,Reading A,8,Text A-4,After we had finished our coffee,the waiter,brought over the check.With the check was a,brief customer satisfaction,survey,.One side of,the questionnaire contained a note from the,owner,beginning with the words“I really want,to know”.The other side of the questionnaire contained a few standard measurement items and room for,comments,.What was a little different about this survey was that the questionnaire had already been,filled out,by the waiter.On a scale of“excellent”,“good”,and“needs improvement”,the waiter had drawn a line through all the“excellent”boxes.,Reading A,9,Text A-5,As much as I enjoyed the service,I was not about,to,deposit,a questionnaire that somebody else had,completed into a ballot box.However,many people,would return such a questionnaire without,thinking,twice,.,Reading A,10,Text A-6,The owner of the restaurant is only fooling,himself by keeping the current customer,satisfaction,measurement program,in place,.If,he“really wants to know”,he would be better,off asking someone to,hand out,postage-paid,questionnaires to people as they left the restaurant.,Reading A,11,Text A-7,If you have a customer satisfaction,measurement,program in place,or if you are thinking of,implementing,one,we,urge,you to give as much attention to the,distribution,and collection process as you do to the,questionnaire design.,Reading A,12,A-Trans-1,Reading A,我真的很想知道,周五晚上我结束了节食。把去年因常去曼哈顿的餐馆吃饭而增加的20磅减掉之后，我敢说我该理直气壮地美餐一顿了。为了庆祝节食成功，我和太太去了休斯顿一家我们最喜欢的餐馆。,13,A-Trans-2,饭菜与往常一样，味道好极了，服务比平常还要好。我真想给这家餐馆的每个项目都打最高分，但我没有。为什么？一会儿我们就知道了。,Reading A,14,A-Trans-3,一家公司想度量一下顾客满意度是件好事。但是，要想把这件事做好，整个度量过程必须妥善设计，并自始至终完整地实施。合理设计调查问卷仅仅是这个过程的第一步。为了能够从顾客那里获得代表性的数据样本，并将偏见降到最低，建立数据搜集程序也同样重要。许多公司却未能做到这一点，而这也正是这家餐馆的失败之处。,Reading A,15,A-Trans-4,话说我们喝完咖啡之后，侍者拿来了账单。与账单附在一起的，还有一份简要的顾客满意度调查问卷。问卷的一面是餐馆老板的一份说明，开头写着,“,我真的很想知道,”,；另一面是一些标准的测量项目，以及顾客填写意见的空白处。有一点不同的是，这份调查问卷已经由侍者填完了。在,“,很好,”,、,“,好,”,和,“,有待提高,”,三个级别上，侍者已经在所有,“,很好,”,的方框内划了一条线。,Reading A,16,A-Trans-5,尽管我很满意这家餐馆的服务，我也不打算把一份已由别人完成了的调查问卷放到意见箱里。然而，很多人却会不假思索就将这种问卷交回。,Reading A,17,A-Trans-6,如此进行顾客满意度调查，这家餐馆的老板只是在愚弄自己罢了。如果他,“,真的很想知道,”,，在顾客离开时，让人给他们分发一些邮资已付的调查问卷，会对他更有好处。,Reading A,18,A-Trans-7,如果你正在进行或者正打算进行顾客满意度调查，我们强烈建议你除了注重问卷的设计外，也要特别注意问卷的发放和回收过程。,Reading A,19,to stop,Reading A,go off,e.g.,He,went off,driving after the accident.,20,e.g.,Youve been working all the morningI think,you,deserve,a rest.,Reading A,deserve,v.,to have earned something by good or bad actions or,behavior,21,e.g.,Last week I,gained,another five pounds.,Reading A,gain,v.,to increase in weight,speed,height or,value,22,e.g.,This essay is,admirable,in all respects.,Reading A,admirable,a,.,having many good qualities that people respect and,admire,23,e.g.,Education shouldnt be,measured,only by examination results.,Reading A,measure,v,.,to,judge the importance or value of,something,24,e.g.,It was the worst day in my,entire,life.,Reading A,entire,a.,whole;complete,25,e.g.,We have decided to,implement,the presidents suggestion in full.,Reading A,implement,v.,to take action or put into practice,26,e.g.,1.My grandfather,established,the family business in 1938.,2.The relationships between the two companies were,established,two years ago.,Reading A,establish,v.,to start;to set up,27,v.,to get something especially by means of effort,Reading A,obtain,e.g.,We wish to,obtain,first-hand information.,28,e.g.,They have conducted a research in this,particular,field.,Reading A,particular,a.,unusual,single and different from others,29,n.,a general examination or studyof conditions,opinions,etc.),especially carried out by asking,people questions,Reading A,survey,e.g.,A recent,survey,shows that many teenagers spend three hours a day playing computer games.,30,n.,opinion given briefly in speech or writing about,something or someone,Reading A,comment,e.g.,Do you have any,comments,to make upon my story?,31,to complete(a form)by answering the questions in the spaces provided,Reading A,fill out,e.g.,Could you,fill out,this application form quickly?,32,v.,to put something down in a particular place;to put,money or something valuable in a bank or other,places where it will be safe,Reading A,deposit,e.g.,1.She,deposited,her case in the corner.,2.You are advised to,deposit,your valuables in the hotel safe.,33,to think very carefully about something,Reading A,think twice,e.g.,The teacher advised him to,think twice,before deciding to quit school.,34,in existence and ready to be used,Reading A,in place,e.g.,The new regulations are now,in place,.,35,to give something to each member of a group,Reading A,hand out,e.g.,Could you start,handing,these books,out,please?,36,v.,to strongly advise someone to do something,Reading A,urge,e.g.,Brown,urged,her to reconsider his decision.,37,n.,the act of sharing things among a large group of,people in a planned way,Reading A,distribution,e.g.,The,distribution,of the food supplies in the earthquake area began two days ago.,38,A-Task 1-1,Task 1,Answer the following questions,according to the passage.,Where does the writer most probably live?,2.Why did the man and his wife go to their favorite restaurant for dinner?,3.Why is the process of gathering data important for customer satisfaction measurement?,Houston.,Because they wanted to celebrate the,successful conclusion of his diet.,Because it helps to obtain a representative,sample of,customers and keep bias to a,minimum.,Reading A,39,A-Task 1-2,4.What did the owners note in the questionnaire,begin with?,5.In order to successfully measure customer,satisfaction,what should an organization pay much,attention to?,It began with the words“I really want to,know”.It should pay much attention to the,distribution and collection process.,Reading A,40,A-Task 2,Task 2,Decide whether the following statements are true,(T)or false(F)according to the passage.,Reading A,()1.The writer was not satisfied with the meal of the,restaurant.,()2.Establishing a process of gathering data is as,important as proper questionnaire design for,customer satisfaction measurement.,()3.The owner of the restaurant didnt really want to,measure customer satisfaction.,()4.The writer hadnt intended to fill in the blank,questionnaire.,(),5.The writer thought postage-paid questionnaires would,be a good way to measure customer satisfaction.,F,T,T,F,T,41,Business Know-how,Conducting a Survey,Establish the goals of the projectwhat to,learn;,Determine what people are targeted and how many are to be interviewed;,Choose how to interview(face to face,telephone,etc.);,Design the questionnaire;,Pretest the questionnaire,if practical;,Conduct interviews and collect data;,Analyze the dataproduce the findings.,42,Reading B,Reading B,Text,Task 1,Task 2,43,Text B-1,Motorola Limited Warranty,Reading B,This limited warranty applies as follows to new Products,Accessories and Software purchased by consumers in the United States or Canada.,COVERAGE,LENGTH OF COVERAGE,Products,One(1)year from the date of purchase by the first consumer purchaser.,Accessories,One(1)year from the date of purchase by the first consumer purchaser.,Software*,Ninety(90)days from the date of purchase.,*,Applies only to defects in the CD-ROMs that contain the software.,44,Text B-2,Reading B,To obtain service or information,please call:,Motorola Customer Services 1-800-453-0920 or 954-723-4910,Or visit us online at will receive instructions on how to ship the Products,Accessories or Software,at your expense,to a Motorola Authorized Repair Center.,To obtain service,you must include:,(a)a copy of your receipt,or other proof of purchase;,(b)a written description of the problem;,(c)and,most importantly,your address and telephone,number.,45,B-Trans-1,Reading B,摩托罗拉有限产品质量保证书,本有限产品质量保证书适用于消费者在美国或加拿大购买的下列新产品、附件和软件。,*只适用于含有该软件的,CD-ROM,上的缺陷。,46,B-Trans-2,Reading B,如需售后服务或信息，请致电：,摩托罗拉客服电话：,1-800-453-0920,或,954-723-4910,或访问我们的网站：,1,Reading B,Task,1,Decide whether the following,statements are,true(T)or,false(F),according to,the,warranty.,(,)1.,Motorola,Inc.warrants its products and software,excluding its accessories.,()2.The warranty on new products ends one year from the date of purchase by the first consumer purchaser.,()3.You cannot get serviced if you fail to provide the receipt.,()4.You need to ship the product to a Motorola repair center and they will pay all charges.,()5.The warranty applies to products purchased by consumers all over the world.,F,T,F,F,F,48,B-Task 2,Task 2,Fill in the flow chart to illustrate how to,obtain a repair,service from Motorola,Inc.,and explain it to your partner.,Call _;,Or visit online at,_ _ _ _.,Provide,_ _ _,or other proof of purchase;,Describe _;,Give,_ _.,Ship the product to,_ _,1-800-453-0920 or 954-723-4910,copy of your receipt,the problem,a Motorola Authorized,your address and telephone number,Repair Center,.,Reading B,49,Listening,Task 1,Task 2,Task 3,Task 4,Task 5,Listening&Speaking,50,L-Task 1,Task 1,Ella Black is talking about the delay of an order with,Thomas Cook.Listen to the conversation and fill in the,blanks with what you hear.,W:Weve checked the order,and it,last Friday.Im so sorry about that.,M:You know we are a design company;our work cannot be,done without computers.Our work has been,affected .,W:Sorry,sir.We promise .,M:What if we dont get it by then?Our manager,your service.This is our first order,and things like this,shouldnt have happened.,W:I fully understand your position at this moment.,.I do hope this incident wont affect our,future business relations.,M:Well,I hope so.,should have reached you,because of the delay,youll get it next,Monday,isnt satisfied with,This will,never happen again,Listening&Speaking,51,L-Task 2,Task 2,Lisa is Mr.Haywoods secretary.She is talking with Robert,Rowley,a business partner of the company.Listen to the,conversation and choose the best answer to each question,you hear.,Script,1.ABecause hes out on business.,B.Because he didnt receive Mr.Rowleys messages.,C.Because Lisa didnt tell him.,D.Because he has been very busy recently.,2.A.Two times.,B.Three times.,C.Four times.,D.Five times.,3.A.Next week.,B.By the end of the week.,C.Tomorrow.,D.This afternoon.,Listening&Speaking,52,L-2-Script,Task 2,Script,Listening&Speaking,53,L-Task 3,Listening&Speaking,Script,1.The woman bought a box of printing paper last week.,True False,2.On the box of the printing paper it says B5.,True False,3.The woman demanded a refund of 20.35 pounds.,True False,4.The assistant would call their other branch to see if they,have any.,True False,yesterday,12.35 pounds,Task 3,A customer is complaining to a shop assistant about a box,of printing paper she bought.Listen to the conversation,and decide whether the following statements are true or,false.Then write key words to support your answers.,54,L-3-Script,Task 3,Script,Listening&Speaking,55,L-Task 4,Listening&Speaking,Task 4,Sophia is receiving a phone call from a customer.Complete,the Customer Service Help Form with what you hear.,Script,Customer Service Help Form,Name of customer Eddie Edwards_,Address 28 Twyford Avenue_,Phone No.1.()_Product 2.a SONY(),Problem It wont record._,When purchased 3.(),Length of guarantee 4.()years_,Customer has receipt?Yes/No_,Customer has guarantee certificate?5.Yes,/No,_,07700 8865378,DVD player,one week ago,three,56,L-4-Script,Task 4,Script,Listening&Speaking,57,To better communicate with a complaining customer,use the following steps to help you handle and solve the problem.,Firstly,_.Write down any names,dates,and major points of the complaint.,Secondly,think twice before _.Express your regret for his or her dissatisfaction and any inconvenience he or she may have experienced,but think before you give any promisebecause nothing annoys customers more than a broken promise.,L-Task 5-1,Listening&Speaking,Task 5,Listen to the passage twice and fill in the blanks with what you hear.,listen and take notes,making,promises,58,L-Task 5-2,Listening&Speaking,Thirdly,check the facts.Make sure,the customer has given you is correct and work out solutions by yourself.,The last step is to offer solutions.When the customer complains,you should always offer him a solution to the problem.If you cannot directly fix the problem,offer him something else to try and keep him satisfied.There are many different types of solutions which could turn a disappointed customer into a happy one,such as,to ,refund the money,offer a repair,offer a discount on the next purchase,and the inconvenience caused.,the information,offer a,replacement,apologize for,59,Writing,Writing,Task 1,Task 2,60,Dear Mr.Benson,of March 12.,the computer you bought from us arrived in such poor condition.It might have been damaged during shipment.,a new computer as soon as possible.To ensure it reaches you safely,it will be double-packed this time.,for the inconvenience it has caused.,Yours sincerely,Emily Watson,Emily Watson,Customer Service Manager,W-Task 1,Writing,Task,1,Complete the following letter of adjustment with the given,expressions.,We will send you Please accept our apology,Thank you for your letterWe are so sorry that,Thank you for your letter,We are so sorry that,We will send you,Please accept our apology,61,Dear Mr.Walters,Thank you for your letter of November 15.,We are so sorry that the goods you received have not been supplied correctly.,It might have been an error during shipment.,We will make up the shortfall as soon as possible,and promise that such things will never happen again.,Please acc