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

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1、,口语教程4,（实践篇）,Unit 1 Customer Service :Starting with “How Are You Doing?”,Learning Objectives,Unit 1,In 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 perio

2、d; 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 t

3、o assess working efficiency and effectiveness in offering service; make an individual development plan as a customer service specialist.,Introduction,Unit 1,“In an era when many companies offer similar products and services at similar prices, its hard to stand out. But if you offer the best customer

4、 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 adver

5、tisement 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 _ engagemen

6、t g. qualities and skills for a job _ cross-functional h. management by overseeing the performance _ supervision i. efficiency and effectiveness _ productivity j. get or grasp,Key Responsibilities： Managing daily customer orders, and ensuring the orders accuracy and timeliness； Providing order-relat

7、ed daily customer service by acting as communication interface between P 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 supervi

8、sion; 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

9、in excess of 45 WPM with 95% accuracy; Ability to work in cross-functional teams.,Brainstorm as many job responsibilities of customer service as possible individually by reference to the job advertisement posted. managing customer relations; supporting action plans; engaging in customer events;, Ind

10、ividual Work,Work in pairs. Talk about what job qualifications you have and what improvements you need to make during future academic life. language skills; communication skills; technical skills; other skills., Pair Work,Work in groups of four. Read through the job advertisement above, and discuss

11、and complete the SWOT matrix below., Group Work,Customer 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

12、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 providi

13、ng 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 Choos

14、ing 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 wan

15、t 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 m

16、ake 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 custome

17、rs. 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 major

18、techniques for customer service as well as the main reasons for taking them. Take the table 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

19、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

20、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; M

21、ake 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 following reproduction steps: a. _ b. _ Based on this, I ha

22、ve 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 s

23、o 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 “ s

24、orry, your flight was cancelled”, will A agree with such an explanation ? 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. Ou

25、r 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 and make sure that B is making a good introduction and A is giving a customer response.,Situatio

26、n: A is waiting impatiently for installation of a new microwave oven that has been bought 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 delivery

27、 guy 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. Today was a rare situation where one person on the team was held up somewhere else, and we couldnt make all of our del

28、iveries. I apologize for that. Lets see what we can do to take care 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 not been received on time. Student B is going to explain the matter in detail.,Situation: Customer: Th

29、is repair is going to cost me a fortune! Customer Service Specialist: We try to keep the costs of these repairs reasonable. And besides, this repair will be guaranteed for two years. This self-focused response seems to be natural and real, but perhaps not proper for customer service.,Template: Empat

30、hetic response: Youre right. This costs a lot of money! No one ever wants to have to replace a transmission. Actually, the repair seems to be necessary, and it could be guaranteed for another two years.,Practice: Work in Pairs. Simulate the two situations below and transform the following selffocuse

31、d responses 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 to squeeze into a subcompact. Self-focused Response: Unfortunately, we cant always predict the demand for rental cars. Next time, you might want to ma

32、ke 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 factors beyond our control. Empathetic Response:_ _,Situation: Customer: No, I wanted to have this replaced for free. It wo

33、uld be delightful if upset customers would always simply accept what we propose and then walk away peacefully. But unfortunately, it does not always work that way. This is why customer service is often difficult.,Template: Customer Service Specialist: Sorry, I wish I could do that. Even though I cou

34、ldnt, I am 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

35、specialist, needs to communicate with him or her. On regular occasions, customers merely complain about their terrible experiences with 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 spe

36、cific things fell short for you with this product?,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: Wo

37、rk 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.

38、,Customer: Tonight was our twenty-fifth anniversary, and this was the most horrible meal we have ever had! The waiter was rude, the food was cold, and it took more than an hour to serve us. We are beyond upset right now. Customer Service Specialist: (Making a Good Introduction) _ _ _,Customer: I had

39、 the porterhouse steak, and my wife had chicken cordon bleu. My steak was 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 something a

40、bout a new cook and disappeared from us. Then when he came back and we asked him to take these dishes off the bill, he had a bad attitude and told us we would have to talk to the manager. So here we are.,Customer Service Specialist: (Asking Questions) _ _ _ Customer: Ill be totally honest. This has

41、ruined such an important special occasion. I am thinking of seeking compensation in small claim courts and letting the local newspapers food reporters know about this as well. I feel you people should be out of business. Customer Service Specialist: (Responding with Empathy) _ _ _,Customer: Well, yo

42、u didnt do a very good job this time. Plus Im probably getting your whole 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

43、 probably getting your whole 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