新职业英语 视听说1 Unit 7.ppt

1 Unit7CustomerServices OUTLINE Listening Watching Speaking SupplementaryMaterial 1 2 1 2 1 2 FurtherListening FurtherWatching1 FunTime FurtherWatching2 FurtherWatching3 TeachingPlan InClassPeriod1 Listening1 Watching1Period2 Speaking1 Listening2Period3 Watching2 Task1 ProjectPeriod4 Watching2 Task2 Speaking2AfterClassUnitFile SupplementaryListening LearningFocus TobuildupthevocabularyaboutprovidingcustomerserviceTogetageneralideaofthebasiccomponentsinservingcustomersTobeawareoftakinggoodcareofvaluedclients TobeabletomakeandanswerinquiresTolearnhowtomakeopinionsurveysonproductsorservicesTobecompetenttohandlecomplaintsefficiently Knowledge Skills Listening1 Task1 1 Warming up Practicemakingandansweringinquiries Thefirstonehasbeengiventoyouasanexample MakeInquiries1 Wouldyoupleasetellmehowtoopenabankaccount 2 I mwonderingifIfollowedtherightprocedureforunlockingthesafe 3 Excuseme couldyoupleaseshowmetherightwaytoourschoollibrary 4 I mnotsurewhichcolortochoose couldyoupleasegivemeanysuggestions Listening1 Task1 Practicemakingandansweringinquiries Thefirstonehasbeengiventoyouasanexample AnswerInquiries1 Certainly PleaseshowmeyourIDcardfirst andthenfilloutthisform 2 I mafraidyouhavetoinputthepasswordfirst sir 3 Withpleasure Justwalkalongthepathwayandmakearightturnatthesecondcrossing 4 I dloveto Asyouhavefaircomplexion Ithinkthisbrightpinkwilllookterrificonyou 1 Warming up Oursupervisionhotlineis2766492 我局的监督电话是2766492 Listening1 Task1 Hotlinen 热线 Loosenv 放松 使松驰 Thoroughlyad 彻底地 Applyv 涂擦 使用 HesaysthatTomisathoroughlygoodfellow 他说汤姆是个地道的好人 Applyasmuchforceasisnecessary 需要多大力 就施多大力 Mybeltistootight Imustloosenit 我的腰带太紧 我必须放松它 Massagev 按摩 揉捏 Moisturizev 使湿润 Amassagemayrelieveyourbackpain 按摩可能会减轻你的背痛 Moisturizetheair增加空气湿度 Listening1 Task1 2 ExtensiveListening Roseisansweringaninquiryfromacustomer Listentotheconversationandtick thecorrectanswertoeachquestion 1 WhydoesthecustomercallRose A Becausehedoesn tknowhowtoshave B BecauseheisnotsatisfiedwithTAFshavingfoam C BecauseheisnotsureabouttheprocedureforusingTAFshavingfoam 2 IsthecustomerhappywithRose sservice Why A Yes heis becauseRoseofferstogivehimsomefreesamples B Yes heis becauseRosegiveshimadetailedexplanation C No heisn t becauseRoseisrudewhenansweringhisquestions Script Listening1 Task1 3 IntensiveListening ListentotheconversationagainandcompletetheprocedureforusingTAFshavingfoam Cleanthe1with2 Wait3minutesuntiltheskingetsthoroughly4 ApplyTAFshavingfoam 5tomakesurethehairgetsmoisturized face warmwater twoorthree wet massagethefacealittle Script Listening1 Task1 4 LanguageSummary Comparethedifferentmeaningoftheitalicizedwordsineachofthesentences 1 Pleasewaittwoorthreeminutesuntilyourskingetsthoroughlywet 2 Hegottheshampooheorderedlastweek 3 Thecustomergotitchingblotchesoverhisface 4 Jamesgotabadcold Hashegotbetter becomes received had hadbecome Listening1 Task2 Matchthefollowingwaystosurveycustomerswiththecorrespondingpictures doorstepvisit2 mailsurvey3 telephonesurvey 1 Warming up Listening1 Task2 Occasionallyad 偶尔 间或 Whitenv 使白 变白 Factorn 因素 要素 thinkofdoing考虑做 Heisagoodstudentexceptthatheisoccasionallycareless 他是个好学生 只是他偶而有些粗心 Anothersocialfactorofsignificanceiseducation 另一个重要的社会因素是教育 Thinkofwhatyouaredoing 想想你正在干的事情吧 whitenone steeth使牙齿洁白 Listening1 Task2 ListentoaconversationbetweenRoseandacustomeranddecidewhetherthefollowingstatementsaretrueorfalse Thenwritedownthekeywordstosupportyouranswers RoseismakinganopinionsurveyonTAFproducts 2 Thecustomerisinsuchahurrythathedoesn tfinishRose sinterview FalseThecustomerfinishestheinterviewandgivesRosesomevaluablefeedback TrueI mfromtheCustomerServiceDepartmentofTAF Iwonderifyou dmindansweringafewquestionsaboutourcompany sproducts Script 2 ExtensiveListening 1 Whoinfluencesthecustomermostastoshopping A Hisparents B Hisfriends C Nobody 2 WhatistheadvantageofTAFtoothpastecomparedwithFlitzproduct A TAFtoothpasteischeaper B TAFtoothpastewhitenshisteeth C TAFtoothpastehasanicepackaging 3 WhydoesthecustomeroccasionallyuseFlitzproductforachange A BecauseFlitzhasapleasantsmell B BecauseFlitzmakeshisteethcomfortable C BecauseFlitzisreasonableinprice Listening1 Task2 Listentotheconversationagainandtick thecorrectanswertoeachquestion Script 3 IntensiveListening Listening1 Task2 Comparethedifferentmeaningoftheitalicizedwordsineachofthesentences 4 LanguageSummary Watching1 Task1 Matchthefollowingguests complaintswiththeclerks responses CDBA 1 Warming up Watching1 Task1 Itchya 使人发痒的 Blotchn 皮肤上的红斑 疹块 Investigatev 调查 审查 Sourcen 来源原因 出处 tooitchytoendure痒得难熬 Toinvestigateaproblemisindeedtosolveit 调查就是解决问题 HisconfidencewasasmuchasourceofStrengthasofdanger 他的信心既是危险的种子 也一样是力量的源泉 Blotchprinting满地印花 底色印花 Watching1 Task1 sofar到目前为止 rightaway立即 马上 otherthan而不是 Sofar you realltied 到现在为止 你们不分胜负 Thetruthisquiteotherthanwhatyouthink 事实真相和你想的完全不同 Wearegettingbusyrightaway 我们马上就动手干 Watching1 Task1 GloriaiscomplainingtoRoseaboutherproducts Watchthevideoclipandtick thecorrectanswertoeachquestion 1 WhatisGloria scomplaintabout A Acustomerreportedtheterriblesmelloftheproduct B Acustomerisallergictotheproduct C Acustomerisnothappywiththeexpensivepriceoftheproduct 2 WhatisRose sreactiontoGloria scomplaint A Sheisangry B Sheisexcited C Sheissurprised Script 2 ExtensiveWatching Watching1 Task1 3 IntensiveWatching Watchthevideoclipagainandfillintheblankswithproperwords RosereassuresGloriathattheirproductshavepassedarigid1beforetheyare2 AsManning sstorehasbeendoingbusinesswithTAFforalongtime Gloriahasabsolute3inTAF sinspectionwork Rosecannotpromiseacompensationrightawaybecausetheremaybeother4causingallergy Shewillreportthecasetothe5immediately inspection produced faith sources ProductionDepartment Script Watching1 Task1 4 LanguageSummary Watching1 Task2 Decidewhichdepartmentshouldberesponsibleforthefollowingcomplaints BCDAE 1 Warming up Responsibilityn 责任 职责 Interviewern 主持面试者 采访者 Reactionn 反应 反作用 Individuala 个别的 独特的 Acceptfullresponsibilityforone serror 对自己的的错误负完全责任 Publicreactionwillreinforceit 社会反响会进一步增强它的作用 Aftertheageofaboutthirtytheyabandonindividualambition 他们一过三十就放弃了个人的雄心壮志 Theinterviewerhaddrivenherintoacorner 面试主持人把她追问得很窘 Watching1 Task2 Watching1 Task2 Lightlyad 轻率地 轻轻地 Evidencen 证据 证词 Verifyv 证实 核实 keepsb informedof把 及时通知某人 Suchanillegalactshouldnotbetreatedlightly 这样的违法行为不可等闲视之 Wehadtoverifythecall 我们必须核实一下电话 Keepmeinformed of aboutwhathappens 有事随时通知我 Itisastatementinconflictwithotherevidence 这一陈述与其他证词不一致 Watching1 Task2 RoseisdiscussinghowtosolvetheproblemwithDave Watchthevideoclipandmatchthenameswiththerelatedinformation 1 3 Script 2 4 2 ExtensiveWatching Watching1 Task2 Watchthevideoclipagainandtick thecorrectanswertoeachquestion 1 WhatwillDaveandhiscolleaguesdobeforetheymass produceanewproduct A Theywilldesignthepackagingoftheproduct B Theywillconductmanytestsontheproduct C Theywillconductmanyopinionsurveysontheproduct 2 WhichofthefollowingisNOTDave ssuggestiontoRose A Compensatethecustomerfirst B Askthecustomertostopusingtheproduct C Askthecustomertoprovideclinicalevidence Script 3 IntensiveWatching Watching1 Task2 Reviewthefollowingsentencesconcerningcomplaintinvestigation 1 We vereceivedacomplaintfromacustomerwhoreported 2 Beforemassproduction wehaveconductedmanytests 3 Anyhow beforethecauseisconfirmedwecan ttreatitlightly 4 Informthecustomerto Thenaskhimto toverifytheresponsibility 4 LanguageSummary Speaking1 1 Workinpairs Reorganizethefollowingsentencesintotherightorderandrole playtheconversationbetweenaguestandahotelreceptionist 246351 Speaking1 2 Workinpairs Role playaconversationbetweenBillyTaylor whoisconductinganopinionsurveyonpublictransportation andapassengerinthestreet Thesurveyshouldinvolvethefollowingaspects Speaking1 2 Sample A Excuseme Sir MynameisBillyTaylor IamfromtheCityPublicTransportationCorp Wouldyouhavetimetoanswerafewquestions B Whatisitfor A Weareconductinganopinionsurveyonwhetherpassengersarehappywiththecity spublictransportationsystem B Well inthatcase Iwouldbegladto A Whichpublictransportationdoyouusuallytake bus ferryorsubway B Iusuallytakethesubway A Howoftendoyouuse takeit B Iusesubwayalmosteveryday A Doyouthinkthesubwayjourneyisbetterthanbybus B Yes Ithinkso Atleasttherewillbenotrafficjams A Anddoyouthinkthesubwayticketisoverpriced B Er Thesubwayisindeedalittlemoreexpensivethanthebus Buttakingitsspeedandconvenienceintoconsideration Ithinktheticketisstillreasonable A Thankyousomuch Youropinionisveryusefultous Speaking1 3 Workinpairs Completeandpracticethefollowingconversationwithyourpartnerinturn A Goodmorning FlitzCo After sales B ThisisFrankSongfromABCLtd Iamcallingtocomplainaboutthelatestorder A B Weordered100boxesofHerbalShampooamonthago Butthegoodsarrivedare100boxesofFloraShampoo A B Yes wedo Iwillfaxthecopyofthecontracttoyounow What swrongwithit Mr Song Doyouhaveacopyofthecontract A IwillinformourShippingDepartmentrightawaytoseeifitistheirmistake B I mveryunhappywithyourmistake A I msorry Mr Song butwecannotmakeacompensationuntil Ihopeyouunderstandthat B A I msuretomorrowmorningwewillgiveyouasatisfyingsolution Speaking1 I mterriblysorryfortheinconvenience Idemandsomecompensationimmediately weareclearitisourresponsibility Inthatcase whencanIreceiveyourdefiniteanswer Speaking1 4 Workinpairs AfterreceivingMr Song scomplaint theafter salesclerkcallstheShippingDepartmenttoconfirmthecauseofthemistake Role playaconversationbetweenthem Theconversationshouldinvolvethefollowingaspects Speaking1 4 Sample A Goodmorning FlitzCo Shipping B Goodmorning ThisisJanefromafter sales Ireceivedacomplaintfromaclient sayingthegoodshereceivedwerenotwhatheordered A Really Howcouldthathappen Pleasegivemehiscontractnumber B It sNO RL34372A Letmecheck Oh I vefoundtherecord Yes Wesent100boxesofHerbalShampootoFrankSongfromABCLtdonJune27th B Buthecalledtocomplainthatwhathereceivedwas100boxesofFloralShampoo A Thatcan tbe IrememberquiteclearlythatIsaw100boxesofHerbalShampoodeliveredfromtheProductionDepartment DidMr Songopenthepackagingcarton B Hedidn tsaythat A Pleaseaskhimtoopenit ThepackagingworkersmayhaveusedthewrongcartontowraptheHerbalShampoo B Isee Iwillcallhimnow A Keepmeinformedofthelatestdevelopment B OK Iwill Listening2 Task1 Thereareseveralmethodstogetfeedbackfromcustomers Matchthemwiththeappropriateactions D A B C 1 Warming up Listening2 Task1 Deservev 值得 应该得到 Questionnairen 调查问卷 Consumern 消费者 顾客 Flavorn 香料 风味 deservecongratulation应当受到祝贺 Wearerunningyourconsumersurveynow 我们正在忙你的用户调查表 Itgivesourlittlemealsaneasternflavor 它给我们的便餐增添了一种东方风味 filloutaQuestionnaire填写问卷 Listening2 Task1 Shampoon 洗发剂 accordingto根据 careabout关心 在意 Thisshampoowillcureyourdandruff 这种洗发水可除掉头皮屑 Allyoucareaboutareyourclothesandyoujewels 你们喜欢的只是服装和首饰 Everythingwentaccordingtoplan 一切都按计划进行 Listening2 Task1 Roseispresentingareportoncustomerfeedbackofthelatestproducts Listencarefullyandtick theproductsmentionedinthereport Script 2 ExtensiveListening Listening2 Task1 Listentothereportagainandfillintheblankswiththerelatedpercentage 1 customersthinkTAFshouldaddmoreflavorstotheShiningToothpaste 2 customersthinkTAFshouldimprovethebottledesignoftheFloraShampoo 3 customersthinkTAFshouldprovidemoredetailedinstructionsfortheshavingcream 4 customersbelievethatexpensiveproductshavebetterquality 54 27 21 75 Script 3 IntensiveListening Listening2 Task1 4 LanguageSummary Listening2 Task2 Ifyouareinvitedtoabusinessdinner howwouldyourespond Listasmanyexpressionsaspossible Thefirstonehasbeengivenasanexample Acceptance1 Thankyouforasking It sverykindofyou 2 That swonderful Thanksalot 3 Soundsgreat WhenamIsupposedtocome 4 I dloveto Thankyouforinvitingme 1 Warming up Listening2 Task2 Ifyouareinvitedtoabusinessdinner howwouldyourespond Listasmanyexpressionsaspossible Thefirstonehasbeengivenasanexample Refusal1 I dlovetocome butmybabydaughterissicktodayandIhavetobewithher 2 I msorryIcan tmakeitthistime Thanksanyway 3 Thankyouforasking butI mafraidIcan tcome Ihavealreadymadeanappointmentwithmydentist 4 Idoappreciateyourasking butI monabusinesstripinEuroperightnow 1 Warming up Listening2 Task2 RoseiscallinghercustomerRyan Listentotheconversationanddecidewhetherthefollowingstatementsaretrueorfalse Thenwritedownthekeywordstosupportyouranswers 1 RoseinvitesRyantoanafternoonteapartybecauseRyanjustputalargeorderwithTAF 2 RyangladlyacceptsRose sinvitation TrueIthinkIcanmanagetocomeonSaturday FalseRoseinvitesRyantotheafternoonteapartybecausesheonceinterviewedhim Script 2 ExtensiveListening Listening2 Task2 Listentotheconversationagainandtick thecorrectanswertoeachquestion 1 Whenwilltheafternoonteapartybegin A At3 45Saturdayafternoon B At3 30Sundayafternoon C At3 30Saturdayafternoon 2 Whatwilltheguestsdofirstattheteaparty A Enjoyawonderfuldanceshow B Watchthepresentationofthelatestproducts C Receiveaninterviewonthelatestproducts 3 Whatwilltheguestsreceiveasagift A Thelatestproducts B Abagofsampleproducts C Abagofnicetea Script 3 IntensiveListening Listening2 Task2 Iwanttoknowwheremyballpenis Iwanttoknowifitisthebiggesttreehere Iwanttoknowwhenhewillcome Iwanttoknowifyouareadoctor 4 LanguageSummary FurtherListening Listenandfillinthefollowingblanks Angela Hello I mAngela I mthecustomerservicesmanager Wouldyouliketocomewithmeandcomeandtakeaseatandyoucanexplaintome Alison Okay okay fine Angela CanItakeyourname Alison Yes myname sAlison Angela Okay Alison ifyou dliketo AsIsaid IamthecustomerservicesmanagerandI dliketohelpyou Iunderstandyouarehavingafewproblems Wouldyouliketojustexplainfromthebeginningwhat shappened Alison Well yes I vejustcomebackfromoneofyourholidays IwenttoCrete inGreece gotbacklastweekand whatactuallyistheproblem makeyourselfcomfortable thewholethingwasadisaster FurtherListening Angela Wouldyouliketojustexplainfromthebeginningwhat shappened Alison Well yes Tostartwith whenwegottotheairportin inCrete wehadatwo hourwaitonthecoach Ithinktherewasadelayedflightorsomething and and Angela Right that squitepossible Alison Yes AndIjustcan tworkoutwhyyoudidn ttakeustoourhotelandthencomebacktotheairportto Angela Right I msorryforthatwait Idon tknowwhattheproblemwas Youmentionedadelayedflightthere Asyoucanimagine youprobablyweren ttheonlyfamilyonthecoachwaiting andto totheairportwouldhavebeenalotofextraworkandtheyliketotryandkeepeverybodytogetherwhoaregoingonthesameflight Icanactuallylookintothatforyou ferrypeopletoandfromresort pickupthepeoplefromthedelayedflight Listenandfillinthefollowingblanks Watching2 Task1 Matchthewordsintheleftcolumnwiththeappropriatemeaningsintherightcolumn 1 Warming up Watching2 Task1 Claimn 索赔 Panicv 惊恐 恐慌 Suspectv 怀疑 Further更多的 进一步的 What sthedeadlineforclaim 索赔什么时候截止 Canyoupointoutthemanyoususpect 你能把你怀疑的人指出来吗 Furtherargumentwon tmakeanyDifference 再辩论下去也不会有什么用 Herbiggestprideisthat inemergencies shedoesnotpanic 她最大的优点是临危不乱 NewWords Expressions Assistancen 帮助 援助 Hecalledandcalledbutnoonecametohisassistance 他喊了又喊 但没有人来帮忙 Watching2 Task1 RoseiscallingGloria Watchthevideoclipanddecidewhetherthefollowingstatementsaretrueorfalse Thenwritedownthekeywordstosupportyouranswers 1 RosetellsGloriathatTAFrefusestocompensatethecustomer 2 GloriaisangrywithRose swayofhandlinghercomplaint FalseGloriaissatisfiedwiththewayRosehandledthecomplaint FalseRosetellsGloriatoverifywhoseresponsibilityitisbeforediscussingcompensation Script 2 ExtensiveWatching Watching2 Task1 Watchthevideoclipagainandtick thecorrectanswertoeachquestion 1 AccordingtoRose whatmaycausethecustomer sallergy A Theunusualsmell B Thenewingredient C Thenewformula 2 UnderwhatconditionsshallTAFcompensatethecustomer sloss A Ifhecanprovideofficialdocumentstosupporthisclaim B Ifhecanshowhisallergicblotchestosupporthisclaim C Ifhecanprovidehispersonalidentification 3 WhatdoyouthinkGloriawilldonext A ShewillremovetheTAFproductsfromtheshelf B Shewillaskthecustomertostopusingtheproductforthetimebeing C ShewillhelpthecustomergetcompensationfromTAF Script 3 IntensiveWatching Watching2 Task1 Reviewthefollowingsentences payingspecialattentiontotheuseofimperativemood 1 Noneedtopanic 2 Remembertoaskhimtostopusingtheproduct 3 Pleasecallmeifyouneedourfurtherassistance 4 LanguageSummary Watching2 Task2 Lookatthefollowingpicturesandtick thosegiftsyouthinkareappropriateforclients 1 Warming up Watching2 Task2 Steadilyad 稳定地 坚固地 Efficiencyn 效率 效能 Continual连续不断的 持续的 falsealarm虚惊一场 Hewentonworkingsteadily 他继续稳健地工作 Thecontinualstrainagedhim 持续的过度劳累使他变老了 Hewasthevictimofafalsealarm 他受了一场虚惊 Efficiencydependsongoodorganization 高效率依赖于良好的组织 NewWords Expressions Watching2 Task2 onthecontrary相反地 alltheway一直 完全地 Youmustbetired Onthecontrary Ifellwideawake 你一定很累了 相反 我觉得很清醒 Allthewaysheponderedherproblem 一路上她都在思索她的问题 NewWords Expressions Watching2 Task2 RoseisvisitingGloria Watchthevideoclipanddecidewhetherthefollowingstatementsaretrueorfalse Thenwritedownthekeywordstosupportyouranswers GloriaishappywiththewayRosehandledhercomplaintlastmonth 2 GloriawillcontinuethebusinesswithTAFbecauseRosegiveshersomegifts FalseTheywillcontinuetheirbusinessbecauseTAFproducesqualityproductsandtheyhaveefficientafter salesservice TrueYoureactedveryquicklytothecase We repleasedwiththat Script 2 ExtensiveWatching Watching2 Task2 Watchthevideoclipagainandfillintheblankswithproperwords order satisfied false confidence volume Script 3 IntensiveWatching Watching2 Task2 Readaloudthefollowingsentencesconcerningafollow upvisit 1 I mheretoseeifyouaresatisfiedwithourafter salesserviceconcerningyourcomplaintlastmonth 2 Haveyouhadanyothercomplaints 3 So thereisnoproblemaboutyourorderwithusnextyear 4 Ms Hodge here sagiftforyou foryourcontinualsupportofourproductsandourdepartment 4 LanguageSummary FurtherWatching1 GreetingyourcustomerswithanintelligentcustomerfrontdoorUnderstandingtheir Anticipating UsinganymediaordevicetheylikeConnectcustomerstotherightfortheright attheright Createsservicedifferentiation needs whattheywant person task time Watchthevideoandfillintheblanks FurtherWatching2 Whichcompanyisthisvideoabout Whatmakesitsuccessful Howdoesitserveitscustomers Watchandbrieflyanswerthequestions FurtherWatching3 Whichindustrydoesthisvideotalkabout Accordingtotheman whyiscustomerserviceimportantinhisindustry Watchandanswerthe