世纪商务英语综合篇II unit4课件

Unit4 CustomerService
Customerrviceistheoverallactivityofidentifyingandsatisfyingcustomers’needs.Itisimportanttoeverycompanybecauwithoutcustomerstherewouldbenobusiness.Excellentcustomerrviceresultsin:
•highervisitornumbersandgreatercustomerdiversity;
•increadsales;
•increadpublicimage;
•survivalintermsofcompetition;
•satisfiedcustomersandgreaterjobsatisfactionforstaff;
•repeatbusinessandcustomerloyalty.
Unit4 CustomerService
CONTENTS
TextB
RealLifePractice
TranslationSkills
PracticalWriting
Lead-in
TextA
KnowledgeLinks
TimeforFun
Lead-in
1.Listening
Dialogue1
1. Whatproblemdidthecustomerhave?
A.Helostthekeytothecar.
B.Thecardidnotmovewhenhegotinthecar.
C.Theengineofthecarwasbroken.
2. Whatwastherealproblem?
A.Thereweretoomanytechnicaltermsaboutthecar.
B.Themotorcouldnotbestarted.
C.Hedidn’tknowthatheneededtouthekeytostartthecar.
YouaregoingtoheartwodialoguesthathappenedonthehelplineforGeneralMotors.Theyrevealthatcustomerssometimescandrivethecompanycrazy.Listentothemandanswerthefollowingquestions.
Lead-in
1.Listening
YouaregoingtoheartwodialoguesthathappenedonthehelplineforGeneralMotors.Theyrevealthatcustomerssometimescandrivethecompanycrazy.Listentothemandanswerthefollowingquestions.
Dialogue2
3. Whywouldn’tthecarmove?
A.Thecarranoutofgas.
B.Thegastankwasbroken.
C.Themeteronthefrontpanelwasbroken.
4. Whywasthecustomersoangryaboutthecar?
A.Heneededtoinstallagastankintothecar.
B.Thecarwastooexpensive.
C.Hewasnotwillingtopayanythingmoreforthecar.
Lead-in
Thefollowingissueisconnectedwithcross-culturalcommunication.Discussthequestionswithyourpartnerandmakeaprentationtoexplainyourlist.
3.Discussion
Role1—Customer
You’vejustboughtacellphonebutitdoesnotwork.Soyoucallthehelplinetosolvetheproblem.Makeupanydetailyouthinknecessarytoconveythemessageclearly.
Role2—HelpLineAssistant
Youreceiveaphonecallfromacustomerclaimingthatthecellphonehe/sheboughtdoesnotwork.Listentohis/hercomplaintandmakeexplanationspolitelytothecustomertosolvetheproblem.
TextA
1. Whatisthereasonforputtingcustomersatisfactionontopofacompany’sconcern?
2. Whatbenefitswillsatisfiedcustomersbringtothecompany?
3. Whatcouldhappentoacompanyifitdoesnotkeeppromis?
4. Whydomanycompaniestrytosurpritheircustomerswithunexpectedvalue?
5. Whatcanacompanydotoshowitsrespecttocustomers?
Readthepassageaboutthemarketingconceptandanswerthefollowingquestions.
1.Reading
TextA
“Overdeliver”onqualityandrvice.Alwayxceedyourcustomers’expectations.Youwillwintheirlong-termloyalty.Italsomakesitdifficultforcompetitorstostealcustomersfromyou—eveniftheyhavelowerprices.Customerswillnotriskanuncertainexperiencewithacompetitorwhentheyknowtheywillgetmorethantheyexpectfromyou.
TextA
Letyourcustomersknowyouarealwaysthinkingaboutthem.Communicatewiththemregularly.Forexample,createsomespecialdealsjustforyourexistingcustomers.Andannouncenewproductsorrvicestothembeforeyouannouncethemtothegeneralmarket.
Youareinthebusinessofsatisfyingcustomersregardlessofwhatproductsor
rvicesyouprovide.Thesatisfiedcustomersyoucreatewillhelpyoubuildyourbusinessbybecomingrepeatbuyersandbyreferringnewbusinesstoyoufromtheirfriendsandassociates.
TextA
TextA
1. Thelong-termsuccessofbusinessdependsonthedegreeofcustomersatisfaction.
2. Satisfiedcustomerscanbecomefreeadvertisingfortheywillbringmorebusinessfromtheiracquaintances.
3. Whendealingwithcustomercomplaints,businessownersshouldconsidertheirimmediateprofitsfirst.
4. Consumerswillalwayschooproductswithlowerprices.
5. Serviceprovidersshouldattracttheircustomersbyprovidingextrarvicesfreeofcharge.
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Part2DecidewhetherthefollowingstatementsareTrueofFal.
2.Comprehension