商务英语听说教程下Unit 1 Customer Service

1、商务英语听说教程 下,主讲人,Contents Unit 1 Customer Service Unit 2 Promotion Unit 3 Trade Fair Unit 4 Trade Negotiation Unit 5 Quality,Quantity and Packaging Unit 6 Payment Unit 7 Transportation Unit 8 Insurance Unit 9 Disputes and Claim Unit 10 Trade Forms,Pre-listening Listening Part A Part B Further Practice

2、 Activities,Unit 1 Customer Service,Pre-listening,Will the customer be satisfactory with the after sales service,1,2,3,Do they have a good attitude when answering the phone,How can customer service be outstanding,Listening,Part A - Task 1 Conversation,C:Excuse me. S:Yes.Madam.What can I do for you?

3、C:I would like to return this coat. Can I get refunds? S:Sure, .We are always here to serve you. Could you please tell me the reason why you want to return it? ? C:No,no.It was just the wrong size. S: OK. Would you be interested in rather than a refund? We have for you. C:No.Thanks.I would like a re

4、fund. S:Certainly. ? C:Yes.Its right here. S:OK.Please sign here. Just a minute and here is your refunds. Is there anything else I can help you with? C:No.Thank you. Bye! S:Bye!Have a nice day,refunds are allowed,Is there any problem with our product or service,an exchange,the appropriate size,May I

5、 have your receipt, please,Part A - Task 2 Conversation,The following is a conversation between Mr.Johnson and a Customer Service Representative in Speed Electricity. Listen to the conversation once and choose the right answer. What is Mr.Johnsons problem,He thought he had been overcharged,2. Listen

6、 again and answer the following questions. Which information did NOT the representative ask for? Which of the following is NOT TRUE,Johnsons phone number,Mr.Johnson has used more electricity this month,Part A - Task 2 Conversation,Useful Sentences or Expressions Below are useful sentences or express

7、ions which can be used in requiring and providing customer service. Declaring the problem Im really not happy with this shirt. Im not satisfied with the service here. Im calling concerning my electricity bill. Requiring customer service Can I get refunds? Id like a refund, please. Id be grateful if

8、you would replaceimmediately. Providing customer service How may I help you today? What can I help you with? Is there anything else I can help you with? Is there any problem with our product or service? May I have your receipt, please? Would you like an exchange or a refund? Ill see what I can do. R

9、efunds are allowed. Apology I m sorry, there certainly seems to be a mistake. I m terribly sorry about the misunderstanding. Please accept my apology on behalf of the hotel. Appreciation Thank you for calling this to our attention. Thanks for your calling,Part A - Task 3 Follow-up,Setting: on the ph

10、one Participants: A:a customer service representative of Samsung B:Mr.Brown,a customer Event: Mr.Brown bought a cell phone from Samsung but it is malfunctioning. He is calling the Customer Service of Samsung for a solution. Student A should ask for the information of the cell phone (phone model, dat

11、e of purchasing, etc) and provide a solution. Student B should think about some possible reasons that can lead to malfunction and decide whether to get a refund or a replacement,Make a conversation in pairs, following the pattern of conversations in Task 1 and Task 2 with the help of the following s

12、ituation. You may use the sentences or expressions above,Part B - Task 1 Vocabulary Building,Match the Chinese translation with the word or phrase which has the similar meaning,2. switch to,3.thriving (adj.,1. word of mouth,4.public image,5.recur (v.,6.interaction (n.,8.customize (v.,9.enduser (n.,7

13、.feedback (n.,b.互动,a.繁荣的，兴旺的,c.口头宣传,d.终端用户,e.反馈,f.寻找；搜索,g.公众形象,h.转到，转变成,i.复发,10.scout for,j.定做，按客户要求制造,Part B - Task 2 Monologue,1.The speaker provided FOUR reasons concerning the importance of customer service. What are they,R1: It keeps the customers happy,R2: It determines whether you can win the

14、 competition,R3: It enables your business to stay around for a long time,2. Listen again and decide if the following statements are true or false. Write T for True and F for False,R4: It helps to build your public image,) Word of mouth is of vital importance for a company to get a good reputation. (

15、 ) Your customer will probably choose another company if your customer service is lower than average. ( ) If you want to make your company thriving, you must have a quick reaction on customer service improvement. ( ) If you run a big company, people wont have an opinion of you because they havent us

16、ed your service,T,T,T,F,Part B - Task 3 Interview,1.What is the top tip Ben Gladstone mentioned on how to improve the customer service,2. Listen again and decide whether the following statements are true or false. Write T for True and F for False,To focus on what really matters to the customer, and

17、drop the things that dont,T,F,) Nesco will attach a feedback form after they fix a problem. ( )The end-users needs had been satisfied before Nesco adjusted the NetSuite system. ( )Nesco appointed technical managers making regular visits to each customer so as to fix specific problems. ( )The most di

18、rect channel is to create questionnaires to ask about customers future business plans. ( )We should guess what the customers and the business need without asking or listening,F,F,F,Further Practice Activities,Task 1 Reading,Read the case and discuss the following questions in groups of four. After d

19、iscussion, share your ideas with your classmates,Task 2 Role-play,Make a role-play with your group members based on the case above. Scenario Time: evening Place: grocery store Players: Customer A Customer B Supervisor Mary (customer and the story teller) Student A: Customer A, who is asking the supe

20、rvisor some questions about the product he or she wants to buy. Student B:Customer B, who interrupts the conversation between the supervisor and Customer A. Customer B is complaining about the poor quality of the product he or she bought two days ago and requires a refund. Student C:Supervisor,who i

21、s dealing with the two customers. Student C should perform according to the result of the groups discussion on question 2. Student D:Mary,the story teller. Student D should tell the audience the background and the development of the story. He or she should also make some comments on the whole story

22、in the end,Case Study,Read the case and discuss the following questions in groups of four. After discussion, share your ideas with your classmates. Mary likes to go to the local grocery store for a few items at a time. Her objective is to get in and out as quickly as possible. While she was waiting

23、for the cashier to ring up the customer in front of her, she noticed that customer A was asking the supervisor a question. Whatever customer A asked, the supervisor didnt seem to be able to hear, so she went to stand beside that customer. While customer A was in the middle of repeating herself, the

24、supervisor suddenly turned to look at another customer B who was a few lanes away. “Excuse me. Cant you see Im talking to another customer over here? Ill get to you when Im finished.” Those were the supervisors exact words. Frankly, Mary found this extremely rude and understandably so. It wasnt just

25、 the supervisors words; it was her tone. The supervisor sounded like she was admonishing a child, rather than addressing another adult, more importantly a valued customer. Mary quickly decided that if the supervisor had spoken to her like that, she probably would have left all her groceries on the conveyor belt and walked out of the store. Then, she would make it a point t