商务英语听说教程下unit1-Customer-Service课件.ppt

商务英语听说教程 下*主讲人：ContentsUnit 1 Unit 1 Customer ServiceUnit 2 Unit 2 Promotion Unit 3 Unit 3 Trade FairUnit 4 Unit 4 Trade NegotiationUnit 5 Unit 5 Quality,Quantity and PackagingUnit 6 Unit 6 PaymentUnit 7 Unit 7 TransportationUnit 8 Unit 8 InsuranceUnit 9 Unit 9 Disputes and ClaimUnit 10 Unit 10 Trade Forms*Pre-listeningPre-listening*ListeningListening*Part A*Part B*Further Practice ActivitiesFurther Practice Activities*Unit 1 Customer Service*Pre-listeninggood attitude after sales refund replacementcustomer service satisfactory questionnaire 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 ConversationC:Excuse me.S:Yes.Madam.What can I do for you?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 refund.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 allowedIs there any problem with our product or service an exchangethe appropriate sizeMay I have your receipt,pleasePart A-Task 2 Conversation1.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 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 ConversationUseful Sentences or ExpressionsBelow are useful sentences or expressions which can be used in requiring and providing customer service.Declaring the problemIm really not happy with this shirt.Im not satisfied with the service here.Im calling concerning my electricity bill.Requiring customer serviceCan I get refunds?Id like a refund,please.Id be grateful if you would replaceimmediately.Providing customer serviceHow 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.Refunds are allowed.ApologyI 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.AppreciationThank you for calling this to our attention.Thanks for your calling.Part A-Task 3 Follow-up*Setting:on the phone*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,date 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 situation.You may use the sentences or expressions above.Part B-Task 1 Vocabulary BuildingMatch the Chinese translation with the word or phrase which has the similar meaning.2.switch to3.thriving(adj.)1.word of mouth4.public image5.recur(v.)6.interaction(n.)8.customize(v.)9.end user(n.)7.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 Monologue1.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 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.()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 used your service.TTTFPart B-Task 3 Interview1.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 drop the things that dont.TF()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 direct 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.FFF*Further Practice ActivitiesTask 1 ReadingRead the case and discuss the following questions in groups of four.After discussion,share your ideas with your classmates.Task 2 Role-playMake a role-play with your group members based on the case above.ScenarioTime:eveningPlace:grocery storePlayers:Customer A Customer B Supervisor Mary(customer and the story teller)Student A:Customer A,who is asking the supervisor 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 is 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 in the end.Case StudyRead 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 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 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 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 to shop at a different local grocery.Luckily,Mary has two relatively large groceries within walking distance of her house.One could argue that customer B should have waited until the supervisor was finished with customer A before he interrupted,but that is irrelevant.It is impossible to control what customers do and say,but those in the service industry can make it a point to control their response to customers.Questions for discussion1.What has happened in the store?What did Mary think of the supervisor?2.What do you think of the supervisors behavior?Is it appropriate?What effects may the supervisors behavior bring?Can you suggest some improvements to the supervisor?3.If you were Customer A or B,would you shop in this grocery again?Why?4.If you were Mary,would you have the same thought or a different opinion?Why?