体验商务综合英语4 Unit 10 Customer Service.docx
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体验商务综合英语4 Unit 10 Customer Service.docx
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体验商务综合英语4Unit10CustomerService
商务综合英语课程教案
授课时间
第周星期第节
课次
授课方式
(请打√)
理论课√讨论课□实验课□习题课□其他□
课时
安排
6
授课题目(教学章、节或主题):
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)
教学基本内容
方法及手段
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
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