世纪商务英语综合教程一unit4课件

1、Unit 4Customer ServiceCustomer service is the overall activity of identifying and satisfying customers needs. It is important to every company because without customers there would be no business. Excellent customer service results in: higher visitor numbers and greater customer diversity; increased

2、 sales; increased public image; survival in terms of competition; satisfied customers and greater job satisfaction for staff; repeat business and customer loyalty.Unit 4Customer ServiceC O N T E N T SText BReal Life PracticeTranslation SkillsPractical WritingLead-inText AKnowledge LinksTime for FunL

3、ead-in1. ListeningDialogue 11. What problem did the customer have?A. He lost the key to the car.B. The car did not move when he got in the car.C. The engine of the car was broken.2. What was the real problem?A. There were too many technical terms about the car.B. The motor could not be started.C. He

4、 didnt know that he needed to use the key to start the car.You are going to hear two dialogues that happened on the help line for General Motors. They reveal that customers sometimes can drive the company crazy. Listen to them and answer the following questions.Lead-in1. ListeningYou are going to he

5、ar two dialogues that happened on the help line for General Motors. They reveal that customers sometimes can drive the company crazy. Listen to them and answer the following questions.Dialogue 23. Why wouldnt the car move?A. The car ran out of gas.B. The gas tank was broken.C. The meter on the front

6、 panel was broken.4. Why was the customer so angry about the car?A. He needed to install a gas tank into the car.B. The car was too expensive.C. He was not willing to pay anything more for the car.Lead-inThe following issue is connected with cross- cultural communication. Discuss the questions with

7、your partner and make a presentation to explain your list.3. DiscussionRole 1 CustomerYouve just bought a cell phone but it does not work. So you call the help line to solve the problem. Make up any detail you think necessary to convey the message clearly.Role 2 Help Line AssistantYou receive a phon

8、e call from a customer claiming that the cell phone he/she bought does not work. Listen to his/her complaint and make explanations politely to the customer to solve the problem.Text A1. What is the reason for putting customer satisfaction on top of a companys concern?2. What benefits will satisfied

9、customers bring to the company?3. What could happen to a company if it does not keep promises?4. Why do many companies try to surprise their customers with unexpected value?5. What can a company do to show its respect to customers?Read the passage about the marketing concept and answer the following

10、 questions.1. ReadingText A“Over deliver” on quality and service. Always exceed your customers expectations. You will win their long-term loyalty. It also makes it difficult for competitors to steal customers from youeven if they have lower prices. Customers will not risk an uncertain experience wit

11、h a competitor when they know they will get more than they expect from you.Text ALet your customers know you are always thinking about them. Communicate with them regularly. For example, create some special deals just for your existing customers. And announce new products or services to them before

12、you announce them to the general market.You are in the business of satisfying customers regardless of what products orservices you provide. The satisfied customers you create will help you build your business by becoming repeat buyers and by referring new business to you from their friends and assoc

13、iates.Text AText A1. The long-term success of business depends on the degree of customer satisfaction.2. Satisfied customers can become free advertising for they will bring more businesses from their acquaintances.3. When dealing with customer complaints, business owners should consider their immedi

14、ate profits first.4. Consumers will always choose products with lower prices.5. Service providers should attract their customers by providing extra services free of charge.()()()()()TTFFTPart 2 Decide whether the following statements are True of False.2. ComprehensionText A1. reservoirA. to make a g

15、reat effort to achieve something2. rewardB. to give something to someone because they have done something good3. preserveC. the quality of remaining faithful to your friends, principles, etc.4. referralD. to change or make something change5. loyaltyE. a large amount of something that has not yet bee

16、n used6. incentiveF. to save something or someone from being harmed or destroyed7. endorsementG. something which encourages you to work harder, start new activities etc.8. creditH. formal and explicit approval9. convertI. an arrangement that makes it possible for you to buy something and pay for it

17、later10. striveJ. the act of sending someone who needs help to a person or place that can provide itEBFJCFHIDAPart 1 Match the words or phrases on the left with the definitions on the right.3. VocabularyText Aincentive credit steal transaction endorsementconvert preserve referral loyalty refer.to.6.

18、 We want to _ the character of the town while improving the facilities.7. Awards provide a(n) _ for young people to improve their skills.8.The election victory is a clear _ of their policies.9. The company promised to provide _ to customers who had been charged too much.10.A(n) _ card is a card give

19、n by a shop, supermarket, etc. that gives customers who often buy things there advantages such as lower prices, money back on goods, etc.preservePart 2 Complete the sentences with the following words or phrases. Change the form where necessary.3. VocabularyincentiveendorsementcreditsloyaltyText APar

20、t 1 Translate the following sentences into English, using the words or phrases given in the brackets.4. Translation1. 没有奖励，他们工作就不太努力。(incentive)2. 课程除了介绍一般的电脑知识外，还提供实际操作的机会。(in addition to)They dont work very hard if there is no incentive.In addition to giving a general introduction to computer, the

21、 course also provides practical experience.Text A4. Translation3. 你应该养成每五分钟将正在编辑的文件存盘一次的习惯。(get into)4. 她不曾想象自身积蓄着如此大的力量。(a reservoir of)You should get into the routine of saving the document you are working on every five minutes.She found she had a reservoir of unexpected strength.Part 1 Translate

22、the following sentences into English, using the words or phrases given in the brackets.Text A4. Translation5. 银行对每项业务的办理都收取一定的费用。(transaction)The bank charges a fixed rate for each transaction.Part 1 Translate the following sentences into English, using the words or phrases given in the brackets.Tex

23、t A4. TranslationPart 2 Translate the following sentences into Chinese.Businesses employing effective leaders recognize that loyal customers are the driving force of a firms products and services. Companies understanding this principle have the ability to sustain and enhance customer satisfaction. B

24、usinesses providing high- level products and services gain increasing customer loyalty and satisfaction by focusing on the need of consumers. Companies have a responsibility in ensuring that customers are treated with dignity and respect, and consumers have a tendency to frequent businesses that lis

25、ten to their voice and provide a level of appreciation and genuineness. Therefore, empowering the workforce in creating and implementing techniques to win loyal customer is an essential requirement for the long-term success of the business.拥有高效能领导者的公司都认为忠诚的顾客是公司产品和服务的推动力。能够理解这一原则的公司就会拥有保持和增加顾客满意度的能力

26、。提供高质量产品和服务的公司通过关注顾客需求来获得顾客的忠诚和满意。公司有责任确保顾客获得尊严和尊敬，消费者也倾向于频繁光顾愿意倾听他们的诉求并向他们表示感激和真诚的公司。因此，让工作人员去创造并实施赢得忠诚客户的技巧是公司保持长期成功的必要条件。Text ARead the following list for better understanding of the customer service strategies. Can you think of some more that a business can use to please its customers? Discuss i

27、t with your partner and make a list of them. Try to be creative.5.Discussion10 Customer Service Tips Engage with your customer in a friendly conversation, and the customer is more likely to respond in a positive manner and develop confidence with you. Find out what the customers want and assist them

28、 to get what they want. Be knowledgeable about your business and show what you can do for the customer. Add coupons & promotions in your E-mail marketing. Offer gift cards to your customers so they can easily share your website with others. Implement live chat on your web store. Offer a monthly prod

29、uct giveaway to customers that sign up for your online newsletter. Increase your call center hours to take into account extremely early and late orders. If a customer makes a request for something special, do everything you can to say yes. Thank the customers.Text BOur success depends on people: the

30、 people who work with us and the people who shop with us. Whether in Ireland or India, Turkey or Thailand, our values let our people know what kind of business they are working for and let our customers know what they can expect from us.Tesco is an environment based on trust and respect. We have lea

31、rnt over the years that if customers like what we offer, they are more likely to come back and shop with us again. If the Tesco team find what we do is rewarding, they are more likely to go that extra mile to help our customers. We regularly ask our customers and our staff what we can do to make sho

32、pping with us and working with us that little bit better. By believing the values we create a good place to work in and one where great service is delivered.Providing Customers with Healthy ChoicesOur first priority is to provide safe, good value food for our customers. This is more challenging in s

33、ome markets than in others, but we are committed to upholding high standards of food safety across the world. We have a clear role to play in making high-quality foods affordable to everyone, and in giving customers the information they need to make healthy food choices.Text BProviding customers wit

34、h the means to make healthy choices: Making healthy options accessible to everyone through price and promotions, healthy ranges, and by reformulating our products. Providing the best information on the nutritional value of our products, and on how our staff and customers can live healthy lives. Maki

35、ng it more attractive to lead an active lifestyle.Our Every Little Helps StrategyShopping trip: Customers have told us what they wantclear aisles, to be able to get what they want at a good price, no queues, and great staff. We call this our Every Little Helps Shopping Trip for customers and use it

36、every day to ensure we are always working hard to make Tesco a better place to shop, at home and abroad.A great place to work: Our staff have told us what is important to themto be treated with respect, having a manager who helps them, having an interesting job and an opportunity to get on. Helping

37、achieve what is important to our staff will help us to deliver an Every Little Helps Shopping Trip for our customers.Text BText BPart 1 Complete the table of the basic information of signing the contract according to the passage.1. ComprehensionTescoThe main business activity in TescoNumber of emplo

38、yeesTescos key valuesThe principal activity of the group is food retailing.492,000Key values include two aspects:1. No one tries harder for customers: Understand customers. Be first to meet their needs. Act responsibly for our communities.2. Treat people how we like to be treated: Work as a team. Tr

39、ust and respect each other. Listen, support and say thank you. Share knowledge and experience.Text BPart 1 Complete the table of the basic information of signing the contract according to the passage.1. ComprehensionTescoTescos core purposeThe purpose of Tescos shopping trip strategyThe methods Tesc

40、o used to make itself a good place to work inKey point in Tesco s “the way to work” strategyTescos core purpose is to create value for customers to earn their lifetime loyalty.The purpose of Tescos shopping trip strategy is for customers and use it every day to ensure we are always working hard to m

41、ake Tesco a better place to shop, at home and abroad.The methods include: treating staff with respect, having a manager who helps them, having an interesting job and an opportunity to get on.The key points are shopping is Better for customers, Simpler for staff, and Cheaper for TescoText BPart 2 Dec

42、ide whether the following statements are True or False.1. Comprehension1. Tesco is the biggest world leading international retailer.2. There are over 2,500 Tesco stores all around the world.3. Creating value for customers to earn their lifetime loyalty is one of the Tescos core purposes.4. The princ

43、ipal activity of Tesco is cloth selling.5. Staff in Tesco believe that respect is not important to them.()()()()()FTTFFText B community reformulate nutritional revenue principalaffordable consistently uphold aisle get on1. Do golf tournaments benefit the _?2. It sees online advertising as an unrelia

44、ble source of _.3. Apple delivers _ higher profit margins than Nokia.4. Even in the west there is little chance of stable jobs or _ education.5. During negotiations it is usually necessary to _ strategies and munityPart 1 Complete the sentences with the following expressions. Change the form where n

45、ecessary.2. VocabularyrevenueconsistentlyaffordablereformulateText B community reformulate nutritional revenue principalaffordable consistently uphold aisle get on6.He started down the centre _.7. Given these challenges, both developed and developing countries must _ and enforce intellectual propert

46、y laws.8. Cooking vegetables reduces their _ value.9. Commentators on global English ask three _ questions.10.Lilys _ very well in Russian. She learns very quickly.aislePart 1 Complete the sentences with the following expressions. Change the form where necessary.2. Vocabularyupholdnutritionalprincip

47、algetting onText BPart 2 Complete the sentences with the right form of the words in the brackets.2. Vocabulary 1. More than half of treasury debt is held abroad _ (principal) by foreign central banks.2. These are _ (consistent) clear policies which we are putting into practice.3. She believes the _

48、(community) can learn from each other.4. _ (Uphold) the content vision through an entire project is no easy task, and sometimes it means having to compromise.5. Today, the typical Indian middle-class household can only _ (affordable) a motorcycle.principallyconsistentlycommunitiesUpholdingaffordText

49、 BPart 2 Complete the sentences with the right form of the words in the brackets.2. Vocabulary 6. The fatal flawed washing powder was quickly withdrawn and _ (reformulate).7. Milk is a nearly perfect _ (nutritional).8. When he came back to see me I asked how he had _ (get on).9.He was not allowed _

50、(accessible) to a lawyer.10.You dont have to _ (committed) to anything over the phone.reformulatednutritiongot onaccesscommitText BPart 1 Translate these sentences into Chinese.3. Translation1The modern concepts of custom service have its roots in the craftsman economy of the 1800s, when individuals

51、 and small groups of manufactures competed to produce arts and crafts to meet public demands.2. We shall be very much obliged if you will effect shipment as soon as possible, thus enabling them to catch the brisk demand at the start of the season.现代服务消费者的概念源于19世纪的手工经济时代，那时候个体或小规模经营机构竞相生产的手工艺品就能满足大众的

52、需求。若你们能从速发货，以赶上季初的销售旺季，我们将非常感激。Text BPart 1 Translate these sentences into Chinese.3. Translation3. He is not happy, though he is rich.4. In a machine a great deal of energy is lost because of the friction between its parts.他虽富有，但不幸福。在机器中很多能量是由部件之间的摩擦损失的。Text BPart 1 Translate these sentences into C

53、hinese.3. Translation5. The books here are very interesting.这里的书很好看。Text BPart 2 Translate the following sentences into English.3. Translation1据我们了解，贵公司经营中国产品已有多年历史。2. 如果你方报价具有竞争性，且交货期可接受的话，我们愿意向你方订货。We learn that you have been dealers of Chinese products for many years.We shall be very glad to plac

54、e our order with you if your quotation is competitiveand delivery date acceptable.Text BPart 2 Translate the following sentences into English.3. Translation3. 我们认为我们有责任再次提醒贵方，由于进口许可证限制的缘故，信用证展期是不可能的。4. 18世纪60年代在英国开始的工业革命大大推动了现代贸易的发展。We feel it our duty to remind you once again that it is impossible

55、to extend the L/Cbecause of import license restriction.The event which most stimulated the development of modern trading was theIndustrial Revolution, which began in England in the 1760s.Text BPart 2 Translate the following sentences into English.3. Translation5. 我们每天都这样做并且确保始终都在努力，并使Tesco成为国内外都堪称一流

56、的购物场所。We use it every day to ensure we are always working hard to make TESCO a betterplace to shop, at home and abroad.Real Life PracticeHow to Improve Supermarket ServiceSupermarkets always regard the improvement of service as the number one strategy in their expansion. Do you have any good ideas t

57、o help them? The pictures listed below will be useful.Possible problems:_My suggestion is_Real Life PracticeHow to Improve Supermarket ServiceSupermarkets always regard the improvement of service as the number one strategy in their expansion. Do you have any good ideas to help them? The pictures lis

58、ted below will be useful.Possible problems:_My suggestion is_Real Life PracticeHow to Improve Supermarket ServiceSupermarkets always regard the improvement of service as the number one strategy in their expansion. Do you have any good ideas to help them? The pictures listed below will be useful.Poss

59、ible problems:_My suggestion is_Real Life PracticeHow to Improve Supermarket ServiceSupermarkets always regard the improvement of service as the number one strategy in their expansion. Do you have any good ideas to help them? The pictures listed below will be useful.Possible problems:_My suggestion

60、is_Translation Skills定语从句的翻译（1）英语定语从句的译法主要涉及限制性定语从句的译法和非限制性定语从句的译法。此外，有些英语定语从句和主句之间还存在着状语关系。针对不同类型的定语从句，应采用不同译法。限制性定语从句的翻译限制性定语从句对所修饰的先行词起限制作用，并且与先行词关系密切，不用逗号分开。翻译这类从句可用以下几种方法。1. 用“的”结构译成定语将英语的定语从句翻译成汉语的定语词组，即英语原文中的定语在译文中仍作定语，只是用词组代替英语原文中的从句，可译成“的”句式。例如：The satisfied customers you create will help y