体验商务综合英语4 Unit 10 Customer Service文档格式.docx
- 文档编号:17866164
- 上传时间:2022-12-11
- 格式:DOCX
- 页数:24
- 大小:24.84KB
体验商务综合英语4 Unit 10 Customer Service文档格式.docx
《体验商务综合英语4 Unit 10 Customer Service文档格式.docx》由会员分享,可在线阅读,更多相关《体验商务综合英语4 Unit 10 Customer Service文档格式.docx(24页珍藏版)》请在冰豆网上搜索。
Unit10customerservice
Teachingobjectivesandrequirements(教学目的、要求):
Studentsarerequiredto
1.Mastereconomicvocabularyincustomercareandservice;
2.Befamiliarwithwaysofdealingwithcustomercomplaints;
3.Gettoknowsomebesttechniquesfordealingcustomercomplaints;
4.Learntheskillsofdealingcustomercomplaints.
Teachinghighlightsanddifficulties(教学重点及难点):
Highlights:
1.graspwaysofdealingwithcustomercomplaints.
2.mastereconomicvocabularyincustomercareandservice.
Difficulties:
1.understandthevariousmethodstosolvecustomercomplaints.
2.expressthemselvesmorefreelyonthethemeafterdoingaseriesoftheme-relatedreading,listening,speakingandwritingactivities;
Timeallotment(教学时数):
6Periods
Teachingmethod(教学方法):
1.GroupDiscussion
2.Exemplificationanddemonstration;
3.Task-basedteaching
4.Teams-basedCooperativeLearning
References(参考书目):
1.科顿,法尔维等编,体验商务英语综合教程4,《体验商务英语》改编组改编,高等教育出版社,2012.6
2.马斯库尔,海特勒著,体验商务英语教师用书4,《体验商务英语》改编组改编,高等教育出版社,2012.8
3.蒋景东著,常用商务英语词典,浙江大学出版社,2012,5.
4.(英)帕金森
编著,牛津英汉双解商务英语词典,华夏出版社,2011
教学基本内容
方法及手段
IITeachingprocedure
Step1Startingup:
(20minutes)1)
1)Write'
CUSTOMERSERVICE'
inbiglettersontheboard.AskSs,inthrees,tobrainstormbriefly-whattheyunderstandbythisterm.
-whattheirownorganisationoreducationalinstitutiondoesinthisarea.
ThereisthisdefinitionofcustomerservicequotedatthebeginningoftheBusinessbriefonpage85'
alltheactivitiesinvolvedinmakingiteasyforcustomerstoreachtherightpartieswithinthecompanyandreceivequickandsatisfactoryservice,answersandresolutionofproblems'
.Thisrelatesmainlytosituationswherethingshavegonewrong.
Customerserviceisalsousedinaneutralsensetotalkaboutnormaldealingswhencustomersarebuyingproductsorservices.Ssmayrefertoboththesesensesintheirbrainstormingsessions.
Ssworkinginbusinesswillhavesomethingtosayaboutcustomerservice,whoevertheircustomersare,whetherbusiness-to-businessorbusiness-to-consumer.Itcouldbeinterestingtoseehowthoseworkingforgovernmentorganisationsviewtheir'
customers'
andwhattheyunderstandbycustomerservice.Inthecaseofeducational
2)Studentsareaskedtofigureoutthemeaningofthequotation:
AskSstolookatthequotation.Cantheythinkofotherqueuingsituationsthatcanbeannoying(suchassupermarketcheckouts,buyingtickets)?
Dotheyhaveparticularlybadincidentstorecount?
3)Pleasetalkaboutwhatirritatesyouandabouttheplaceofcustomercareinacompany'
ssuccess.
@Discussthedifferentpointsinbothexercisesinpairs.Saythatthereissomeoverlapbetweentheitems,forexampleunhelpfulandindifferentservicepersonnel.ThemainideaistoencourageSstothinkofspecificincidentstheyhaveencountered,evenonesoftoomuchcustomercare,eg.Thewaiterwhoasks3timesduringamealifeverythingisalright.
Step2listening:
improvingcommunications(50)
TaskA
AboutHarrods哈罗兹(英国著名百货公司)
HarrodsisalargeupmarketdepartmentstoreonBromptonRoadinKnightsbridge,London.TheHarrodsmottoisOmniOmnibusUbique,whichmeansAllthings,forallpeopleeverywhereandreferstoitsclaimthatabsolutelyanythingcanbeboughtthere.itisparticularlyfamousfortherangeofgoodsavailableintheseasonalChristmasdepartmentandthefoodhall.ThepresentownerisanEgyptian,MohamedFayed(whosesonDodiwaskilledinthesamecarcrashasprincessDiana).Heboughtthestorein1985for£
615million.
TaskB
ListenanddecidethestatementsTrue,False,orNotGiven
1false(itisaboutexceedingcustomerexpectations)
2false(theyexpectalevelofservicethatisbetterthanotherretailers)
3true
4true
5notgiven(thespeakersaysnothingabouthowoftenfeedbackisgiven)
6false(theyaregivenacertificatefromthechairmanand£
5oinvoucherstospendinthestore)
Audiolingualandcommunicativemethod
课程教案(续)
Script10.1(I=InterviewerSA=SarahAndrews)
IAtHarrodshowdoyoudefinegoodcustomerservice?
SAGoodcustomerservicehereatHarrodsisaboutexceedingourcustomers'
expectations.Ermthecustomer'
sexpectationshereatHarrodsaregenerallyhigherthanmostotherretailersandmostotherDepartmentStores,inthattheymayvisitoneofourcompetitorslikeermafoodretaileroranotherDepartmentStoreandtheywouldexpecttogetagenerallevelofcustomerservice.InHarrodstheyexpecttobebowledoverwiththeservicethattheyreceive.Theyexpectourstafftogotheextramileateverygivenopportunityandtoreceivesomethingquiteexceptional.Weactuallysetermaminimumlevelofservice,aframeworkthatallofourstaffworktowards,thatwhentheyjointhebusinesswetrainthemonthesesevenstepstoexceptionalservice,thengoingforwardwemysteryshopwhichisbasicallywehaveermrealHarrodscustomersthatwerecruitandgoandtesttheDepartmentsandexperiencetheserviceandreportbacktouswhatthey'
veexperienced.Andifourstaffget100%theygetaCertificatefromtheChairman,theyget£
50worthofvoucherstospendinthestoreandtheyget,youknow,highrecognitionwithintheirDepartmentsandobviouslyifwehaveconsistentpoorperformersthataren'
tmeetingthatminimumlevelofservicethenwe,wewouldmanagetheirperformance.
TaskC
Listento10.2andcomplete:
Exampleanswers
1establish/buildconsumerloyalty
2arethesameasthoseavailableinotherstores/arenodifferentfromthoseinotheroutlets
3likelylosetheircustomers/notbuildcustomerloyaltyandtheircustomersmaymovetootherretailers
10.2(I=InterviewerSA=SarahAndrews)
IDoyouthinkcompaniesgenerallypayenoughattentiontocustomerservice?
SAIthinkcompanies,erretailcompaniesarerecognisingermmorerecentlytheimportanceofgoodcustomerservice.Erm,it'
sveryimportanttoretailerstohavecustomerloyalty.ItisdifficultinthesedaystohaveapointofdifferencetotheproductthatyouofferbecausemostofthethingsthatarcavailablealsohereinHarrodsareavailableelsewhereer,inLondonorintheUKitisnolongeruniquetoHarrods,sowehavetomakethedifferencewithgreatcustomerservice,whichmeansthatwhenthemarketmaybetough,ourcustomerscontinuetocomeandshopwithusbecausetheyknowtheyaregoingtogetagreatexperience.Ithinkthereare.TherearesomecompaniesthathavenotyetrecognisedthatandIthinktheypayforthatwithatransientcustomerthatdoesn'
t,stickwiththemandmaymovefromoneretailertoanotherdependentonwhat'
sonoffer.Ithinkit'
shugelyimportant.
IAndisnewtechnologyhelpingintheimprovementofcustomer
service?
SAI,Ithinkthaterthereisnewtechnologyavailabletoermmeasurecustomerservice,MarksandSpencerforexample,havea,aunitattheirtillpointsthatwhencustomerspaytheycan,theycanpressdifferentbuttonsandsaywhethertheywerehappywiththeservicetheyreceivedtoday,erm,personally,andforhereatHarrodsI'
mnotsurehoweffectivethatis.Ibelievethemosteffectivethingistogetrealcustomers'
feedbackonwhattheyexperienceandreallylookattheretentionofourgenuinecustomers,so,howmanyofourcustomershereinHarrods,that,thatpossiblyownaHarrodscreditcardcomebackandshopwithusonaregularbasisandformethat'
stheabsolutebesttestandmeasureofwhatlevelofservicewearedeliveringtoourcustomers.
TaskD
PlayandaskSstotakenotesonhowthespeakerthinkstechnologycancontributetoimprovedcustomerserviceandwhethershethinksthisisusefulforHarrods.Youmayneedtoplaytherecordingseveraltimes.
Sarahment'
ionsanewdeviceatanotherstore,whichmonitorscustomerservicebyhavingcustomerspressbuttonstoindicatetheirlevelsofsatisfaction,butsheisn'
tsurehoweffectivethisisandshedoesn'
tthinkitwouldbeusefulforHarrods.Theothertechnologyshereferstoisthatrelatedtostorecards.Throughthesetheycanmonitorhowoftencustomersreturntothestoreandthis,shethinks,isagoodwayofgettingfeedbackonhowsatisfiedcustomersare.
TaskE
10.3
10.3(I=Interviewer,SA=SarahAndrews)
ICanyoutellushowyouprepareyourstafftogivethebestcustomerservice?
SAWehaveasetofstandardshereinHarrodsthatwecall'
selltheexperience'
.SotoselltheexperienceofHarrodserm,wehavesevenstepsthaterm,weworkthroughwhichstartsfromthecustomerarrivingintheDepartmentuntiltheypurchasetheirgoodsandleave.ThefirststepistowelcomeourcustomerswithinoneminuteofenteringtheDepartment,soourcustomersaretreatedasguestsinourhomeofHarrodsandwhentheywalkintothestoreorintotheDepartmenttheyaregreetedinsomeway.Sothatmaybeasmile,thatmaybeamoreformalgoodmorningorgoodafternoon,oritmaysimplybeeyecontact.
Thesecondstageistoapproachcustomersatanappropriatetimeandinitiateaconversation.Sowetrainourstafftoerm,monitorcustomers'
behaviourandlookforanappropriatetimetogoand
startaconversationwiththecustomer.Somecustomersmaylookliketheyarehappybrowsinganddon'
twanttobeinterrupted,somecustomersmaygivesignalsthattheyhavespentalongtimeataparticularrailpossiblylookingforsizes,whichisanindicatorthatThenextstageisforustoaskquestionstoestablishourcustomers'
needs,whichisaveryimportantpartoftheserviceprocess.Ermourstaffareuainedonhowtoasktherightquestionstoreall
- 配套讲稿:
如PPT文件的首页显示word图标,表示该PPT已包含配套word讲稿。双击word图标可打开word文档。
- 特殊限制:
部分文档作品中含有的国旗、国徽等图片,仅作为作品整体效果示例展示,禁止商用。设计者仅对作品中独创性部分享有著作权。
- 关 键 词:
- 体验商务综合英语4 Unit 10 Customer Service 体验 商务 综合 英语