新职业英语视听说1Unit7.ppt

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1、,1,Unit 7 Customer Services,OUTLINE,Listening,Watching,Speaking,Supplementary Material,1,2,1,2,1,2,Further Listening ,Further Watching 1,Fun Time,Further Watching 2 ,Further Watching 3 ,Teaching Plan,In Class Period 1: Listening 1 Watching 1 Period 2: Speaking 1 Listening 2 Period 3: Watching 2 (Tas

2、k 1) Project Period 4: Watching 2 (Task 2) Speaking 2 After Class Unit File + Supplementary Listening,Learning Focus,To build up the vocabulary about providing customer service To get a general idea of the basic components in serving customers To be aware of taking good care of valued clients,To be

3、able to make and answer inquires To learn how to make opinion surveys on products or services To be competent to handle complaints efficiently,Knowledge:,Skills：,Listening 1-Task 1,1. Warming-up,Practice making and answering inquiries. The first one has been given to you as an example.,Make Inquirie

4、s 1. Would you please tell me how to open a bank account? 2.Im wondering if I followed the right procedure for unlocking the safe. 3. Excuse me, could you please show me the right way to our school library? 4. Im not sure which color to choose, could you please give me any suggestions?,Listening 1-T

5、ask 1,Practice making and answering inquiries. The first one has been given to you as an example.,Answer Inquiries 1. Certainly. Please show me your ID card first, and then fill out this form. 2. Im afraid you have to input the password first, sir. 3. With pleasure. Just walk along the pathway and m

6、ake a right turn at the second crossing. 4. Id love to. As you have fair complexion, I think this bright pink will look terrific on you.,1. Warming-up,Our supervision hotline is 2766492. 我局的监督 电话是 2766492。,Listening 1-Task 1,Hotline n. 热线,Loosen v. 放松；使松驰,Thoroughly ad. 彻底地,Apply v. 涂擦；使用,He says th

7、at Tom is a thoroughly good fellow. 他说汤姆是 个地道的好 人。,Applyas much force as is necessary. 需要多大力， 就施多大力。,My belt is too tight; I must loosenit. 我的腰带太紧， 我必须放松它。,Massage v. 按摩；揉捏,Moisturize v. 使湿润,Amassage may relieve your back pain. 按摩可能 会减轻你 的背痛。,Moisturize the air 增加空气 湿度,Listening 1-Task 1,2. Extensiv

8、e Listening,Rose is answering an inquiry from a customer. Listen to the conversation and tick () the correct answer to each question.,1. Why does the customer call Rose? A. Because he doesnt know how to shave. B. Because he is not satisfied with TAF shaving foam. C. Because he is not sure about the

9、procedure for using TAF shaving foam. 2. Is the customer happy with Roses service? Why? A. Yes, he is, because Rose offers to give him some free samples. B. Yes, he is, because Rose gives him a detailed explanation. C. No, he isnt, because Rose is rude when answering his questions.,Script,Listening

10、1-Task 1,3. Intensive Listening,Listen to the conversation again and complete the procedure for using TAF shaving foam.,Clean the 1 with 2 . Wait 3 minutes until the skin gets thoroughly 4 . Apply TAF shaving foam. 5 to make sure the hair gets moisturized.,face,warm water,two or three,wet,massage th

11、e face a little,Script,Listening 1-Task 1,4. Language Summary,Compare the different meaning of the italicized words in each of the sentences.,1. Please wait two or three minutes until your skin gets thoroughly wet. 2. He got the shampoo he ordered last week. 3. The customer got itching blotches over

12、 his face. 4. James got a bad cold. Has he got better?,becomes,received,had,had become,Listening 1-Task 2,Match the following ways to survey customers with the corresponding pictures.,doorstep visit 2. mail survey 3. telephone survey,1. Warming-up,Listening 1-Task 2,Occasionally ad. 偶尔；间或,Whiten v.

13、使白；变白,Factor n. 因素；要素,think of doing 考虑做,He is a good student except that he is occasionally careless. 他是个好学生， 只是他偶而有 些粗心。,Another social factorof significance is education. 另一个重要的 社会因素是教育。,Thinkofwhat you aredoing. 想想你正在干 的事情吧。,whiten ones teeth 使牙齿洁白,Listening 1-Task 2,Listen to a conversation bet

14、ween Rose and a customer and decide whether the following statements are true or false. Then write down the key words to support your answers. Rose is making an opinion survey on TAF products . 2. The customer is in such a hurry that he doesnt finish Roses interview.,False The customer finishes the

15、interview and gives Rose some valuable feedback.,True Im from the Customer Service Department of TAF. I wonder if youd mind answering a few questions about our companys products.,Script,2. Extensive Listening,1. Who influences the customer most as to shopping? A. His parents. B. His friends. C. Nobo

16、dy. 2. What is the advantage of TAF toothpaste compared with Flitz product? A. TAF toothpaste is cheaper. B. TAF toothpaste whitens his teeth. C. TAF toothpaste has a nice packaging. 3. Why does the customer occasionally use Flitz product for a change? A. Because Flitz has a pleasant smell. B. Becau

17、se Flitz makes his teeth comfortable. C. Because Flitz is reasonable in price.,Listening 1-Task 2,Listen to the conversation again and tick () the correct answer to each question.,Script,3. Intensive Listening,Listening 1-Task 2,Compare the different meaning of the italicized words in each of the se

18、ntences.,4. Language Summary,Watching 1-Task 1,Match the following guests complaints with the clerks responses.,C D B A,1. Warming-up,Watching 1-Task 1,Itchy a. 使人发痒的,Blotch n. 皮肤上的 红斑；疹块,Investigate v. 调查；审查,Source n. 来源原因；出处,too itchy to endure 痒得难熬,Toinvestigate a problem is indeed to solve it. 调

19、查就是解决 问题。,His confidence was as much asource of Strength as of danger. 他的信心既是 危险的种子,也一 样是力量的源泉。,Blotch printing 满地印花； 底色印花,Watching 1-Task 1,so far 到目前为止,right away 立即，马上,other than 而不是,So far, youre all tied. 到现在为止， 你们不分胜负。,The truth is quiteother than what you think. 事实真相 和你想的 完全不同。,We are getting

20、 busyright away. 我们马上 就动手干。,Watching 1-Task 1,Gloria is complaining to Rose about her products. Watch the video clip and tick () the correct answer to each question. 1. What is Glorias complaint about? A. A customer reported the terrible smell of the product. B. A customer is allergic to the product

21、. C. A customer is not happy with the expensive price of the product. 2. What is Roses reaction to Glorias complaint? A. She is angry. B. She is excited. C. She is surprised.,Script,2. Extensive Watching,Watching 1-Task 1,3. Intensive Watching,Watch the video clip again and fill in the blanks with p

22、roper words. Rose reassures Gloria that their products have passed a rigid 1 before they are 2 . As Mannings store has been doing business with TAF for a long time, Gloria has absolute 3 in TAFs inspection work. Rose cannot promise a compensation right away because there may be other 4 causing aller

23、gy. She will report the case to the 5 immediately.,inspection,produced,faith,sources,Production Department,Script,Watching 1-Task 1,4. Language Summary,Watching 1-Task 2,Decide which department should be responsible for the following complaints.,B C D A E,1. Warming-up,Responsibility n. 责任；职责,Interv

24、iewer n. 主持面试者； 采访者,Reaction n. 反应；反作用,Individual a. 个别的；独特的,Accept full responsibilityfor ones error. 对自己 的的错误负完全责任。,Publicreactionwill reinforce it. 社会反响 会进一步增强它的作 用。,After the age of about thirty they abandon individualambition. 他们一过三十就放弃 了个人的雄心壮志。,Theinterviewer had driven her into a corner. 面试主

25、持 人把她追问得很窘。,Watching 1-Task 2,Watching 1-Task 2,Lightly ad. 轻率地；轻轻地,Evidence n. 证据；证词,Verify v. 证实；核实,keep sb. informed of 把及时通知某人,Such an illegal act should not be treated lightly. 这样的违法 行为不可等闲视之。.,We had toverify the call. 我们必须 核实一下电话。,Keepmeinformed(of/ about what happens). 有事随时通知我。,It is a state

26、ment in conflict with other evidence. 这一陈述 与其他证词不一致。,Watching 1-Task 2,Rose is discussing how to solve the problem with Dave. Watch the video clip and match the names with the related information.,1, 3,Script,2, 4,2. Extensive Watching,Watching 1-Task 2,Watch the video clip again and tick () the cor

27、rect answer to each question. 1. What will Dave and his colleagues do before they mass-produce a new product? A. They will design the packaging of the product. B. They will conduct many tests on the product. C. They will conduct many opinion surveys on the product. 2. Which of the following is NOT D

28、aves suggestion to Rose? A. Compensate the customer first. B. Ask the customer to stop using the product. C. Ask the customer to provide clinical evidence.,Script,3. Intensive Watching,Watching 1-Task 2,Review the following sentences concerning complaint investigation. 1. Weve received a complaint f

29、rom a customer who reported. 2. Before mass production, we have conducted many tests. 3. Anyhow, before the cause is confirmed we cant treat it lightly. 4. Inform the customer to. Then ask him to. to verify the responsibility.,4. Language Summary,Speaking 1,1. Work in pairs. Reorganize the following

30、 sentences into the right order and role-play the conversation between a guest and a hotel receptionist.,2 4 6 3 5 1,Speaking 1,2. Work in pairs. Role-play a conversation between Billy Taylor, who is conducting an opinion survey on public transportation, and a passenger in the street. The survey sho

31、uld involve the following aspects.,Speaking 1-2,Sample: A: Excuse me, Sir. My name is Billy Taylor. I am from the City Public Transportation Corp. Would you have time to answer a few questions? B: What is it for? A: We are conducting an opinion survey on whether passengers are happy with the citys p

32、ublic transportation system. B: Well, in that case, I would be glad to. A: Which public transportation do you usually take, bus, ferry or subway? B: I usually take the subway. A: How often do you use/take it? B: I use subway almost everyday. A: Do you think the subway journey is better than by bus?

33、B: Yes, I think so. At least there will be no traffic jams. A: And do you think the subway ticket is overpriced? B: Er. The subway is indeed a little more expensive than the bus. But taking its speed and convenience into consideration, I think the ticket is still reasonable. A: Thank you so much! Yo

34、ur opinion is very useful to us.,Speaking 1,3. Work in pairs. Complete and practice the following conversation with your partner in turn. A: Good morning, Flitz Co. After-sales. B: This is Frank Song from ABC Ltd. I am calling to complain about the latest order. A: ? B: We ordered 100 boxes of Herba

35、l Shampoo a month ago. But the goods arrived are 100 boxes of Flora Shampoo. A: ? B: Yes, we do. I will fax the copy of the contract to you now.,Whats wrong with it, Mr. Song?,Do you have a copy of the contract,A: . I will inform our Shipping Department right away to see if it is their mistake. B: I

36、m very unhappy with your mistake. ! A: Im sorry, Mr. Song, but we cannot make a compensation until . I hope you understand that. B: ? A: Im sure tomorrow morning we will give you a satisfying solution.,Speaking 1,Im terribly sorry for the inconvenience,I demand some compensation immediately,we are c

37、lear it is our responsibility,In that case, when can I receive your definite answer,Speaking 1,4. Work in pairs. After receiving Mr. Songs complaint, the after-sales clerk calls the Shipping Department to confirm the cause of the mistake. Role-play a conversation between them. The conversation shoul

38、d involve the following aspects.,Speaking 1-4,Sample: A: Good morning, Flitz Co. Shipping. B: Good morning. This is Jane from after-sales. I received a complaint from a client, saying the goods he received were not what he ordered. A: Really? How could that happen? Please give me his contract number

39、. B: Its NO. RL34372 A: Let me check. Oh, Ive found the record. Yes. We sent 100 boxes of Herbal Shampoo to Frank Song from ABC Ltd on June 27th. B: But he called to complain that what he received was 100 boxes of Floral Shampoo. A: That cant be. I remember quite clearly that I saw 100 boxes of Herb

40、al Shampoo delivered from the Production Department. Did Mr. Song open the packaging carton? B: He didnt say that. A: Please ask him to open it. The packaging workers may have used the wrong carton to wrap the Herbal Shampoo. B: I see. I will call him now. A: Keep me informed of the latest developme

41、nt. B: OK. I will.,Listening 2-Task 1,There are several methods to get feedback from customers. Match them with the appropriate actions.,D,A,B,C,1. Warming-up,Listening 2-Task 1,Deserve v. 值得；应该得到,Questionnaire n. 调查问卷,Consumer n. 消费者；顾客,Flavor n. 香料；风味,deserve congratulation 应当受到祝贺,We are running y

42、ourconsumer survey now. 我们正在忙你 的用户调查表。,It gives our little meals an eastern flavor. 它给我们的 便餐增添了一种东 方风味。,fill out a Questionnaire 填写问卷,Listening 2-Task 1,Shampoo n. 洗发剂,according to 根据,care about 关心；在意,Thisshampoowill cure your dandruff. 这种洗发水可除掉 头皮屑。,All youcareabout are your clothes and you jewels.

43、 你们喜欢的只是 服装和首饰。,Everything went accordingtoplan. 一切都按计划进行。,Listening 2-Task 1,Rose is presenting a report on customer feedback of the latest products. Listen carefully and tick ( ) the products mentioned in the report.,Script,2. Extensive Listening,Listening 2-Task 1,Listen to the report again and f

44、ill in the blanks with the related percentage. 1. customers think TAF should add more flavors to the Shining Toothpaste. 2. customers think TAF should improve the bottle design of the Flora Shampoo. 3. customers think TAF should provide more detailed instructions for the shaving cream. 4. customers

45、believe that expensive products have better quality.,54%,27%,21%,75%,Script,3. Intensive Listening,Listening 2-Task 1,4. Language Summary,Listening 2-Task 2,If you are invited to a business dinner, how would you respond? List as many expressions as possible. The first one has been given as an exampl

46、e.,Acceptance 1. Thank you for asking. Its very kind of you.,2. Thats wonderful. Thanks a lot. 3. Sounds great! When am I supposed to come? 4. Id love to! Thank you for inviting me.,1. Warming-up,Listening 2-Task 2,If you are invited to a business dinner, how would you respond? List as many expressi

47、ons as possible. The first one has been given as an example.,Refusal 1. Id love to come, but my baby daughter is sick today and I have to be with her.,2. Im sorry I cant make it this time. Thanks anyway. 3. Thank you for asking, but Im afraid I cant come. I have already made an appointment with my d

48、entist. 4. I do appreciate your asking, but Im on a business trip in Europe right now.,1. Warming-up,Listening 2-Task 2,Rose is calling her customer Ryan. Listen to the conversation and decide whether the following statements are true or false. Then write down the key words to support your answers.

49、(1) Rose invites Ryan to an afternoon tea party because Ryan just put a large order with TAF. (2) Ryan gladly accepts Roses invitation.,True I think I can manage to come on Saturday.,False Rose invites Ryan to the afternoon tea party because she once interviewed him.,Script,2. Extensive Listening,Listening 2-Task 2,Listen to