职业综合英语1（3版）-教案Unit7.docx

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1、English for Careers 1Unit 7 Customer ServiceTeaching objectivesAfter studying this unit, the students are able to master the key words and structures, and more importantly, to communicate for the following purposes:/ acquiring basic knowledge about measuring customer satisfaction/ understanding a pr

2、oducts limited warranty/ learning traditional Chinese commercial ethics and businessman spirit/ exploring other advantages brought about by the honesty of traditional businessmen/ making and handling a complaint/ writing a letter of adjustment/ doing a survey with a questionnaire and drafting a summ

3、ary/ mastering adverbial clausesThe method of approach1. Discussing, listening, reading, presenting, and role-playing by the students;2. Explanation and demonstration by the teacher;3. After-class research and practice by the students.Unit contentWarming-up: QuestionnairesReading A: I Really Want to

4、 KnowWisdom of China: Genuine Goods Have No Second PriceReading B: YiCare+ for YiPhoneLanguage Lab: ExercisesListening & Speaking: Making and Handling a ComplaintWriting: Letter of AdjustmentMini-project: Doing a Survey with a Questionnaire and Drafting a SummarySelf-study Room: Adverbial ClausesTim

5、e requirement: 8-9 periodsQI: Why didnt Mr. Haywood call Mr. Rowley back?Q2: How many times has Mr. Rowley called Mr. Haywood this week?Q3: When will Mr. Haywood be in the office?Key: l.D2. C3. CTask 310 minutesObjective: Ss can decide whether the statements are true or false.Script:W: Morning. I bo

6、ught this box of printing paper yesterday, but its not the right sizeit should be B5.M: Oh9 Im sorry about that. Um. it says B5 on the box.W: Yes, I know, but if you open it you911 see its a larger size, maybe its A4.M: Yeah, so it is. Tm very sorry. Til get you another box.W: OK, thanks.M: Tm terri

7、bly sorry, but we havent got another box in stock.W: Oh, no!M: Er. wait a minute, Ill call our other branches to see if they have any.W: Dont bother. Td prefer a refund.M: Of course. Thats 12.35 pounds. Here you are. Sorry about that!W: Thats all right. Thanks anyway. Bye.M: Bye.Key:1. F yesterday2.

8、 T3. F 12.35 pounds4. TTask 410 minutesObjective: Ss can accurately write down the missing information.Script:W: Hello, can I help you?M: Yeah. Tve got a problem with my phone that I bought from your shop. I keep getting a noise after I get through to a number.W: How long have you had the phone?M: O

9、nly one week. I think its got a three-year guarantee. The problem is that I cant find the guarantee certificate.W: Have you got your receipt?M: Yes, Tve got the sales receipt. Uh, should I bring it back to you?W: Of coursei First, Ill take your namei Just let me get the Customer Service Help Form. R

10、ight. Whats your name, please?M: My name is Eddie Edwards. That9s E-D-W-A-R-D-S, Edwards.W: Yes, Mr. Edwards. And the address?M: Its 28 Twyfbrd Avenue.W: May I have your phone number?M: Yes. 07700 886537.W: I see. All right, remember to bring your receipt.M: OK. Thank you very much for your help. By

11、e.Key:1.07700 8865372. Phone3. One week ago4. Three5. No VTask 510 minutesObjective: Ss can accurately write down the missing information.Script & Key:To better communicate with a complaining customer, use the following steps to help you handle and solve the problem.Firstly, listen and take notes. W

12、rite down any names, dates, and major points of the complaint.Secondly, think twice before making promises. Express your regret for his or her dissatisfaction and any inconvenience he or she may have experienced, but think before you give any promise-because nothing annoys customers more than a brok

13、en promise.Thirdly, check the facts. Make sure the information the customer has given you is correct and work out solutions by yourself.The last step is to offer solutions. When the customer complains, you should always offer him or her a solution to the problem. If you cannot directly fix the probl

14、em, offer him or her something else to try to keep him or her satisfied. There are many different types of solutions which could turn a disappointed customer into a happy one, such as, to offer a replacement, refund the money, offer a repair, offer a discount on the next purchase, and apologize for

15、the inconvenience caused.Speaking45 minutesTask 645 minutesObjective: Ss are able to make and handle a complaint with the useful expressions. Steps: Ss read Task 6. Ss work in pairs to make and handle a complaint. Ss complete the chart.Suggested Answers:B: Good morning. This is Comfortwear. What can

16、 I do for you?A: This is Chris Smith. Im afraid I have to make a serious complaint.B: Hello, Mr. Smith. What seems to be the trouble?A: I bought a pair of shoes from your store only a week ago. However, one of the heels was broken.B: I see. Im very sorry to hear that, Mr. Smith. I can assure you tha

17、t such things dont happen very often.A: I hope not. What do you intend to do about this?B: Please take the broken shoe to our store and we will repair it for you.A: No. I want my money back.B: Im afraid we cant do that. Sorry for the inconvenience. How about changing a new pair of shoes?A: All right

18、. I accept that.B: Thanks for calling, Mr. Smith. If you have any further questions about the matter, dont hesitate to contact me directly.A: Til do that, thank you. Good-bye.B: Bye.Tips:DosAlways assume the customer has an authentic complaint.1. Listen. Dont interrupt.2. Dont hurry. Let the custome

19、r say everything he/she wants to say.3. Ask questions and take notes.4. Accept blame when appropriate.5. Apologize even if you or the company may not be at fault.6. Never promise what you cant deliver.7. If you cant provide satisfaction, try to refer the customer to someone who can.8. Try to give so

20、me choices or remedies.9. If possible, do a little more than the customer expects.DontsDont fail to listen.1. Dont become defensive.2. Dont argue or get angry.3. Dont belittle the complaint.4. Dont deny any responsibility or wrongdoing.5. Dont give false excuses or blame others.6. Dont try to confus

21、e the customer with jargon or double talk.7. Dont refuse to offer any assistance.8. Dont talk down to the customer.9. Dont offer only token remedies.Hour 8:Writing45 minutesTask 120 minutesObjective: Ss can get familiar with the style of letter of adjustment.Steps: Ss do the task individually. Ss co

22、mpare with each others answers. Provide help if needed. Present the answers.Dear Mr. Benson,Thank you for your letter of March 12.We are so sorry that the computer you bought from us arrived in such poor condition. It might have been damaged during shipment.We will send you a new computer as soon as

23、 possible. To ensure it reaches you safely, it will be double-packed this time.Please accept our apology for the inconvenience it has caused.Yours sincerely,Emily WatsonCustomer Service ManagerTask 225 minutesObjective: Ss can get familiar with the style of letter of adjustment.Steps: Ss do the task

24、 individually. Ss compare with each others answers. Provide help if needed. Present the answers.Key:Dear Mr. Walters,Thank you for your letter of November 15.We are so sorry that the goods you received have not been supplied correctly. It might have been an error during shipment.We will make up the

25、shortfall as soon as possible, and promise that such things will never happen again.Please accept our apology for the inconvenience it has caused.Yours sincerelyHour 9:Mini-project25 minutesObjective: Ss can know how to draft a summary of a survey results.Steps: Grouping. Divide the class into group

26、s. Defining the project. Go through the project with the class and clarify requirements. You are advised to do it after Ss study Reading A. Timing & cooperation. Give Ss the deadline for completion and guidelines on working together. Co-working.1) Ss ask ten students to fill in the questionnaire.2)

27、Ss analyze the questionnaire.3) Ss write a summary of the survey results.4) T asks two or three groups to present their summaries to the class.5) T invites other groups to give comments.Note:Questionnaire design can be very complicated and time-consuming. It is not suggested to deal with the details

28、.Self-study Room20 minutesSelf-study Room is designed for students to learn the grammar by themselves and the teacher to give instructions on some difficult and complicated grammar. In this unit, Self-study Room is about Adverbial Clauses. If time permits, the teacher can organize students to learn

29、this grammar in the class and finish the task 1-2.Unit FocusTeaching proceduresaccessoryaccidentaladmirableauthorizecoveragedeservedistributionexpressgo offimplementin placemeasureminimummuch asobtainpostagequestionnairescalethink twiceurgeverifywarrantyThis unit is arranged for a time span of 9 hou

30、rs, during which a time limit is suggested for each step. A teacher should never stick to a rigid time plan in teaching, but rather deal with teaching materials more flexibly. Choose the appropriate teaching materials and make necessary adjustments in accordance with students1 language proficiency a

31、nd learning situation.Note that not every step or hour arrangement suggested here is a must in teaching. Mini-project and Self-study Room can be arranged in a flexible way based on the actual teaching schedule. A teacher can make whatever changes he/she thinks necessary.Hour 1:Course introduction45

32、minutesWarming-upTask 110 minutesObjective: Ss learn how to collect customer opinions through a survey.Steps: Explain briefly what a survey is. E.g. “A survey is a method of gathering information from a sample of individuals. The goal is to find out peoples stand or opinion on certain matters.”Expla

33、in any difficult words in the survey form. Ask Ss to complete the survey individually.Task 210 minutesObjective: Ss can analyze data, find problems and give solutions.Steps: Ask Ss to read Warming-up Task 2. Divide the class into groups of 4-6 students and ask each group to collect and analyze the d

34、ata. Ask some groups to present their conclusions and solutions to the class. Comment briefly on their work.New words in Reading A15 minutesObjective: Ss can get familiar with the new words and expressions, etc.Steps: Ss listen to the new words and expressions, etc. Ss read the new words and express

35、ions, etc.Notes: For a class with higher English proficiency, the teacher may follow the following steps: Ss preview the new words and expressions. Ss read the new words and expressions. Ss dictate several important new words and expressions.Discussions before Reading A10 minutesObjective: Ss can ge

36、t familiar with the new words and expressions, etc.Steps: Ss know something about Reading A. Ss discuss the following two questions:1. Why did the writer and his wife go to their favorite restaurant for dinner?2. In order to successfully measure customer satisfaction, what should you pay attention t

37、o? Comment briefly on their work.Hour 2:Reading A45 minutesLanguage points30 minutesParagraph 1 go off: to stop e.g. He went off driving after the accident. dare: v. to be brave enough to do sth. e.g. She said it as loudly as she dared. deserve: v. to have earned sth.by good or bad actions or behavi

38、or e.g. Youve been working all the morning-I think you deserve a rest.Paragraph 3admirable: a. having many good qualities that people respect and admire e.g. This essay is admirable in all respects.measure: v. to judge the importance or value of sth.e.g. Education shouldnt be measured only by examin

39、ation results.entire: a. whole; completee.g. It was the worst day in my entire life. implement: v. to take action or put into practice e.g. We have decided to implement the presidents suggestion in full.obtain: v. to get sth. especially by means of efforte.g. We wish to obtain first-hand information

40、.representative: a. typical of a particular group of peoplee.g. Are your opinions representative of the views of all students?keep.to a minimum: keep.to the smallest or lowest that is possiblee.g. You should keep your holiday expenses to a minimum.particular: a. unusual, single and different from ot

41、hers e.g. They have conducted a research in this particular field.Paragraph 4survey: n. a general examination or study (of conditions, opinions, etc.), especially carried out by asking people questionse.g. A recent survey shows that many teenagers spend three hours a day playing computer ment: n. op

42、inion given briefly in speech or writing about sth. or sb.e.g. Do you have any comments to make upon my story?fill out: to complete (a form) by answering the questions in the spaces providede.g. Could you fill out this application form quickly?Paragraph 5deposit: v. to put sth. down in a particular

43、place; to put money or sth. valuable in a bank or other places where it will be safee.g. You are advised to deposit your valuables in the hotel safe.think twice: to think very carefully about sth.e.g. The teacher advised him to think twice before deciding to quit school.Paragraph 6in place: in exist

44、ence and ready to be used e.g. The new regulations are now in place. hand out: to give sth. to each member of a group e.g. Could you start handing these books out, please?Paragraph 7urge: v. to strongly advise sb. to do sth.e.g. Mr. Brown urged her to reconsider his decision.distribution: n. the act

45、 of sharing things among a large group of people in a planned waye.g. The distribution of the food supplies in the earthquake area began two days ago.Task 15 minutesObjective: Ss can find some specific information in the passage.Steps: Ss do Task 1. Ask Ss to work individually. Check the answers.Sug

46、gested Answers: 1. Houston.2. Because they wanted to celebrate the successful conclusion of the mans diet.3. Because it helps to obtain a representative sample of customers and keeps bias to a minimum.4. It began with the words “I really want to know”.5. It should pay much attention to the distribut

47、ion and collection process.Task 25 minutesObjective: Ss can decide whether the statements are true or false. Steps: Ss do Task 2. Ask Ss to work individually. Check the answers.Key: l.F 2. T 3. T 4. F 5. TTask 35 minutesObjective: Ss can speak well based on the topic of Reading A. Steps: Ss do Task

48、3. Ask Ss to share their answers.Sample:I will never go to that coffee house again! Its the third time in a week that Ive had a lousy service. I dont expect five-star treatment, but I do expect service industry employees to be at least civil. I walked in and went up to the counter to place my order. The