口语教程4整套课件完整版PPT教学教程最全电子讲义教案(最新).pptx

口语教程4（实践篇）01Job Descriptions02Orientation Programs03Professional Communication04Job Appraisal05Career PathCONTENTUnit 1 Customer Service:Starting with “How Are You Doing?”Learning ObjectivesUnit 1In this unit,we will be able to:know about the basic requirements and job responsibilities for customer service;have an understanding of orientation programs during an internship or probation period;grasp professional techniques and communication tips when providing service for customers;think about difficulties and challenges in dealing with customers by means of sample scenarios;simulate certain workplace communications and handle different situations related to customer service;learn to assess working efficiency and effectiveness in offering service;make an individual development plan as a customer service specialist.IntroductionUnit 1“In an era when many companies offer similar productsand services at similar prices,its hard to stand out.But if you offer the best customer service around,youll win loyal customers who keep coming back,and tell their friends to do the same.”So,dealing with customers is of great importance for company growth,but it isnt an easy job.Lets face it.What websites or apps are of great help for our job-hunting?_ What does a job advertisement consist of?_ responsibilities a.brief with no unnecessary words_ qualifications b.able to do something well or skilfully_ command c.what employees do_ proficient d.being given the first priority_ preferred e.involvement_ concise f.between or among different sectors_ engagement g.qualities and skills for a job_ cross-functional h.management by overseeing the performance_ supervision i.efficiency and effectiveness_ productivity j.get or graspKey Responsibilities：Managing daily customer orders,and ensuring the orders accuracy and timeliness；Providing order-related daily customer service by acting as communication interface between P&G and customers,helping customers to solve order-related and escalation issues；Contributing to customer service and helping on service rate,billing accuracy,call service,customer rejection,customer complaint,order process on time and delivery on time,etc.；Leading or supporting action plan development to improve customer service results and process productivity continuously.Customer Service SpecialistQualifications：Customer-focused,detail-oriented individuals;Creative problem-solvers;Comfortable working with ambiguity;Strong comprehension skills;Ability to maintain a positive attitude in high-stress/fast-paced work environment;Ability to make sound decisions with minimal supervision;Complex problem-solving capacity(problem-solving skills);Strong organizational skills;Ability to focus and deliver concise information;High-accuracy work quality;Ability to build customer engagement;Good team players;Professional verbal and written communication skills;Ability to type in excess of 45 WPM with 95%accuracy;Ability to work in cross-functional teams.Brainstorm as many job responsibilities of customer service as possibleindividually by reference to the job advertisement posted.managing customer relations;supporting action plans;engaging in customer events;Individual WorkWork in pairs.Talk about what job qualifications you have and whatimprovements you need to make during future academic life.language skills;communication skills;technical skills;other skills.Pair WorkWork in groups of four.Read through the job advertisement above,and discuss and complete the SWOT matrix below.Group WorkCustomer service specialists directly influence the perception that customers have of your products,services,and ultimately the company.It is vital that customer service specialists develop service strategies to create a positive image,communicate effectively,and build customer rapport to support the underlying values and beliefs of the organization.A great customer service training covers essential behaviors,service strategies and service systems that ensure an exceptional customer experience.Lets get to know some techniques when providing service for customers.MAKE A GREAT FIRST IMPRESSION The reason making a great first impression comes before greeting customers is that first impressions are very important.They can instantly enhance or detract from your ability to successfully interact with customers.GREET YOUR CUSTOMERS Choosing the right words,using good grammar,enunciating clearly and speaking courteously to your customers to show that you have a positive attitude and are willing to help.UNDERSTAND YOUR CUSTOMERSREQUESTS You know that the only way to give truly great service is to understand what the customers want first.How will you find the best solution when you dont know what youre looking for?ASSIST YOUR CUSTOMERS Once you understand what your customers want,its your job to match the best solution to their needs.You might discover the solution immediately,or you might have to do some research and make a commitment to get back to them.GAIN AGREEMENT You made your proposal.Great.Now what?Before ending the contact,you need to make sure your customers like your solution.By asking more questions,youll be able to clear up misunderstandings and find a solution thats agreeable to your customers.ACKNOWLEDGE YOUR CUSTOMERS Whether you were able to find a workable solution or your customers decide not to accept your proposal,always end your interactions by acknowledging and accepting your customersdecision.Work in groups of six.Based on the materials above,discuss and summarize majortechniques for customer service as well as the main reasons for taking them.Take thetable below as reference for your oral presentation in your group.For customer service specialists,orientation programs always attach importance to developing their abilities in dealing with information.To some extent,high efficiency in obtaining,understanding,digesting and outputting information helps to enhance the quality of customer service.According to the information-processing procedures below,work in pairs,put the English version of the following Chinese sentences into the best places of the dialogue,and transform the script into an interview between a customer and a customer service specialist.The information-processing procedures are listed as follows:Confirm the issue or problem;Attempt to reproduce the issue or problem;Communicate additional relevant information on the issue;Make an action plan.Hello.Thank you for contacting us.My name is Anna and I will be your point of contact for this issue.The issue that you are experiencing is that _.Your goal is to _.I have attempted to reproduce your issue using the followingreproduction steps:a._b._Based on this,I have a couple of questions.a.Can you please _?b.Were you able to _?I will also conduct more research to see if there have been any past issues that are similar to your situation.Once I receive the answers to the questions above,my plan is to _.The information above will be important for me so that I may be able to find the root cause.I will be waiting for your reply.Thanks again for your cooperation.Situation:A is rushing up to the gate of a cancelled flight at the airport.B,a customer service specialist at the airline,is responsible for explaining the matter.If B only says“sorry,your flight was cancelled”,will A agree with such anexplanation?Absolutely not.Template:I need to let you know that _.You were scheduled to _,but we feel apologetic to inform you that _,so we are going to need to reschedule your flights,and I want to go over some options with you.Our airline will be responsible for _.Please let us know if you have more problems.Thanks for your understanding.Practice:Work in pairs.Simulate the situation above with the help of the given template andmake sure that B is making a good introduction and A is giving a customer response.Situation:A is waiting impatiently for installation of a new microwave oven that has beenbought from an electrical appliance store.B,a customer service specialist in this store,is going to deal with the complaint.If B says that“I would have installed your oven today if I could have,but the deliveryguy was late.It wasnt our fault”,will A agree with such explanation？Absolutely not.Template:Sorry,it is our fault.We have a team of people involved in installation like this.Todaywas a rare situation where one person on the team was held up somewhere else,and wecouldnt make all of our deliveries.I apologize for that.Lets see what we can do to takecare of this for you as soon as possible.Practice:Work in Pairs.Student A is complaining about the issue that his or her parcel has notbeen received on time.Student B is going to explain the matter in detail.Situation:Customer:This repair is going to cost me a fortune!Customer Service Specialist:We try to keep the costs of these repairs reasonable.Andbesides,this repair will be guaranteed for two years.This self-focused response seems to be natural and real,but perhaps not proper forcustomer service.Template:Empathetic response:Youre right.This costs a lot of money!No one ever wants tohave to replace a transmission.Actually,the repair seems to be necessary,and it could beguaranteed for another two years.Practice:Work in Pairs.Simulate the two situations below and transform the following selffocusedresponses into empathetic ones with the help of the given template.1.Customer:I cant believe you ran out of full-size cars,and Im going to have tosqueeze into a subcompact.Self-focused Response:Unfortunately,we cant always predict the demand for rentalcars.Next time,you might want to make a reservation.Empathetic Response:_2.Customer:Your delays have held up this entire project.Self-focused Response:Sir,you have to understand that there were a lot of factorsbeyond our control.Empathetic Response:_Situation:Customer:No,I wanted to have this replaced for free.It would be delightful if upset customers would always simply accept what wepropose and then walk away peacefully.But unfortunately,it does not always work thatway.This is why customer service is often difficult.Template:Customer Service Specialist:Sorry,I wish I could do that.Even though I couldnt,Iam still willing to offer you a discount.Practice:Work in pairs and complete the conversation below.Customer:No,I wanted to _.Customer Service Specialist:Sorry,I wish _.Even though _,I am still willing to _.Situation:A,a customer,feels the products stink.B,a customer service specialist,needs to communicate with him or her.On regular occasions,customers merely complain about their terrible experienceswith anger and frustration,but they do not give details on what happened.Template:Customer:I feel your products stink.Customer Service Specialist:What kinds of specific things fell short for you with thisproduct?Practice:Work in pairs and respond to customers with questions.Customer:I am furious about waiting on hold for half an hour.Customer Service Specialist:_?Customer:I am upset with how I was spoken to.Customer Service Specialist:_?Step 1:Work in groups of four.Discuss and complete the conversation below.Step 2:Two group members simulate the conversation between an angry customer and a customer service specialist.Step 3:Two other group members give feedback on outstanding points and improvements in this customer service situation.Customer:Tonight was our twenty-fifth anniversary,and this was the most horrible mealwe have ever had!The waiter was rude,the food was cold,and it took more than an hourto serve us.We are beyond upset right now.Customer Service Specialist:(Making a Good Introduction)_Customer:I had the porterhouse steak,and my wife had chicken cordon bleu.My steakwas practically raw,and her chicken was so cold that the cheese inside wasnt even melted.Customer Service Specialist:(Giving More Details)_Customer:You bet.When I confronted him about our dinner,he muttered somethingabout a new cook and disappeared from us.Then when he came back and we asked him totake these dishes off the bill,he had a bad attitude and told us we would have to talk to themanager.So here we are.Customer Service Specialist:(Asking Questions)_Customer:Ill be totally honest.This has ruined such an important special occasion.I amthinking of seeking compensation in small claim courts and letting the local newspapersfood reporters know about this as well.I feel you people should be out of business.Customer Service Specialist:(Responding with Empathy)_Customer:Well,you didnt do a very good job this time.Plus Im probably getting yourwhole staff in trouble here.Customer Service Specialist:(Responding to Objections)_Customer:All right,then.Well think about it.Thank you for listening to us.Customer:Well,you didnt do a very good job this time.Plus Im probably getting yourwhole staff in trouble here.Customer Service Specialist:(Responding to Objections)_Customer:All right,then.Well think about it.Thank you for listening to us.With objectivity,a principal-standard job appraisal usually combines both outstanding points and“buts”as it is used to evaluate employees performance.The supervisor who helps you complete the job appraisal always emphasizes more on feedback or improvement you are going to make,rather than ranking or commenting.Having handled several cases in Part 3,you are required to assess your own performancethrough checking the scale below.*Level 1 unsatisfactoryLevel 2 below expectationLevel 3 successfully meeting expectationLevel 4 exceeding expectationLevel 5 outstandingWork in pairs.Exchange your assessment and give feedback.You can start with:From your assessment,it could be found that there are many outstanding points.They are.And from my perspective,Id like to share with you some improvements you are going to make.For example,.Life is a journey,and career is a path.We have had a job map in our mind even before becoming a regular employee.We start from a junior,grow into mid-level,develop our expertise as a senior,and lead a team,and thus we set timetables for our short-term and long-term career goals.We gradually learn to be independent,cooperative and even competent with satisfaction and frustration on our career paths.Individual ProjectComplete the Individual Development Plan and videotape your presentation with a duration of no less than 3 minutes.Diverse forms are welcomed.口语教程4（实践篇）01Job Descriptions02Orientation Programs03Professional Communication04Job Appraisal05Career PathCONTENTUnit 2 Mobile Marketing:A Cross-Border Digital JourneyLearning ObjectivesUnit 2In this unit,we will be able to:know about the basic requirements and job responsibilities for a marketing operation specialist;have an understanding of marketing tools;grasp professional techniques and communication tips by means of marketing cases;simulate certain workplace communications and handle different situations related to mobile marketing;learn to assess working efficiency and effectiveness in marketing performance;think about marketing development and its relevant str