新视野商务英语unit customers.pptx

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1、Unit 1 CustomersStarting upObjectivesKey vocabularyLead-inLanguage focusSkillsBusiness communication第1页/共29页Starting upCan you define the word“customer”?Which relative vocabularies can you call to mind through the word“customer”?第2页/共29页Objectives When you finish learning this unit,you should be abl

2、e to collect information on customers and customer service.provide information on customers and customer service 第3页/共29页Key vocabulary1.Customer(individual or group)a person or organization that buys goods or services from a shop,business,etc.e.g.The new shop across the road has taken away most of

3、my customers.马路对面那家新的商店把我的大部分顾客都抢走了。Consumer:a person who buy goods or uses services.(individual)第4页/共29页2.shopper(购物者)：when people go out to buy things in shops,they are shoppers.customers（顾客）:when people buy things from a particular shop they are that shops customers.client(委托人):if you are paying

4、for professional services,e.g.from a lawyer or a bank,you are client,but in the case of medical service,you are a patient.第5页/共29页3.goods:articles for sale 商品，货物e.g.Theres a large variety of customer goods in the shops.frozen goods:冷冻商品4.service:things that are provided by business that do not manuf

5、acture products,e.g.banking,hotels e.g.You did me a great service by showing me the truth.你把实情告诉我，这对我很有帮助。5.loyalty:being true and faithful e.g.can I count on your loyalty?你对我的忠诚能让我信得过吗？第6页/共29页6.Repeat business:a customer is happy with the service received from a company and comes back again.7.Cust

6、omer loyalty:the customer frequently uses the same company or buys the same product.8.Code of practice:a set of rules telling people what they can expect a company to do.9.Customer care:what companies do is to satisfy their customers.10.Customer service is an organizations ability to supply their cu

7、stomers wants and needs.11.Excellent customer service(is)the ability of an organization to constantly and consistently exceed the customers expectations.第7页/共29页Lead-inRead the text produced by three different companies and answer the questions.1.What does each company offer the customer?2.What othe

8、r examples of good customer care can you think of?第8页/共29页ReviewingPlease supply the missing word according to some key vocabularies we learned.Companies need .some companies provide ,such as clothes,cars and food.Other companies provide ,for example insurance,banking,information technology or train

9、ing.Companies want ,in other words,customers to buy from them again and again.To win ,many companies have a ,or set of rules,for .The code of practice explains what the customer can expect of the company.Customer can complain about the they receive(the way staff deal with them)and the goods they buy

10、.第9页/共29页Skills Listening:1.3,1.6,supplement part:customer care Writing:capital lettersReading:kwit-Fit advertisement 第10页/共29页Listening 1.31.listen and tick the questions Tim Saunders asks.(P8)2.listen again and then answer the following questions.What do you think the customer service he receives?

11、Do you have any advice of the customer service?第11页/共29页Direct and indirect questionsWe usually use direct questions to get information.When do we use indirect questions?A.when we ask difficult or personal questions B.when we want to be polite.C.all the above 1第12页/共29页Listening 1.6:customer service

12、1.6a(p12)please tick your choice1.6b2.Stephen is _ to First Direct because they are extremely _.He can do his banking over the _ at any time of the day;he can find out how much there is in his _ and he can pay his _.He also thinks the staff are very _ and very _.loyalconvenient to mephoneaccountbill

13、sprofessionalfriendly第13页/共29页Listening:New ideas in customer care第14页/共29页Courteous k:tjs:polite and showing respect for other peopleQuery kwiri:a question that you ask to get information,or to check that sth.is true or correctNew words in listening materials 第15页/共29页A.Chris Storey is Senior Lectu

14、rer in marketing at the City University Business School in London.In the first part of the interview,Chris defines customer service as a)doing the right thing and b)delighting customers.What examples does he give to illustrate these two ideas?10.12Listening:New ideas in customer care第16页/共29页a)Doing

15、 the right thing:Doing what we promised to doMaking sure mistakes do not happenSatisfying customersBeing reliable,courteousDealing with complaints quickly2Listening:New ideas in customer care第17页/共29页b)Delighting customers:Examples:You order a book from Amazon.co.uk at 5 pm and it arrives at 9 am th

16、e next morning.2Listening:New ideas in customer care第18页/共29页10.1B.Why do some companies fail to answer their customers e-mail queries effectively?In e-commerce,often end up in the Computer Services Department.The people there care more about than the with the companys products.Many companies answer

17、 these e-mails.2Listening:New ideas in customer caree-mail queriesthe websitecustomers satisfactionfail to第19页/共29页10.2C.Listen to the second half of the interview and answer these questions2Listening:New ideas in customer careWhich statements below are true and which are false?第20页/共29页a)Segmentati

18、on means dividing your market into different groups of people.b)Some people are prepared to pay for help and advice before buying a product.c)Everyone finds it easy to understand financial products like mortgages.d)Sophisticated consumers are able to buy cheaper mortgages.e)Companies are able to cha

19、rge more when they deliver goods to customers in the evening.第21页/共29页2.a)Segmentation means dividing your market into different groups of people.b)Some people are prepared to pay for help and advice before buying a product.c)Everyone finds it easy to understand financial products like mortgages.d)S

20、ophisticated consumers are able to buy cheaper mortgages.e)Companies are able to charge more when they deliver goods to customers in the evening.truetruefalsetruetrue2Listening:New ideas in customer care第22页/共29页Writing:capital letters1.Read the lists below.When do we use capital letters?Dr Yemeh,Ms

21、 Perez,Pro.Brown,Sir David,Danuta Lochowski The Customer Service Manager,the Personnel DirectorOxford Street,the Champs ElyseesLondon,Paris,Tokyo,New Yorkthe River Thames,Mount Etna,the Black ForestMonday,Tuesday,Saturday,April,September,JuneChristmas Day,Ramadan,New YearFinland,Brazil,Fin,Brazilian

22、,Finnish,Brazilianthe Ritz Hotel,the Guggenheim Museum,the British MuseumFirst Direct,BA,Coca-Colaka CD,a TV,a BMW,a VW,An XR3iNames and titlesJob titlesStreet and place nameGeographical featuresDays and monthsNames of citiesFestival daysNames of countries,nationalities and languagesFamous buildingN

23、ames of companiesacronyms第23页/共29页Reading(P13)1.Puncturep kt:small hole made by a sharp point,esp.one made accidentally in a pneumatic nju:mtik tyre(尖物刺成的)小孔;(尤指)轮胎穿孔2.Premisepremis:statement or idea on which reasoning is based.(推理所依据的）前提，假定3.Valvevlv:(sort of)mechanical device for controlling the f

24、low of air,liquid or gas into or through a tube,pipe etc,by opening or closing a passage.气门4.Exhaustiz:st:outlet or pipe through which these gases are sent out.排气口，排气管 第24页/共29页Exercise 11.Open _ days per week.2._3.Free _4._ tyre-fitting5.Extended _7independencePuncture repair serviceexpressguarante

25、es第25页/共29页voucher(L.65)noun.a ticket that can be used instead of money for a particular purposeFive runners-up will each receive a 20 Champion Sport voucher.第26页/共29页SpeakingMaking offersListening 1.7(three conversation)第27页/共29页Work in pairs.Student A is a customer and student B is a health club manager.(P10)第28页/共29页感谢您的观看！第29页/共29页