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世纪商务英语综合教程 III
Unit 4
Customer Service
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Customer Service
Customer service is the overall activity of identifying and satisfying customers’ needs. It is important to every company because without customers there would be no business. Excellent customer service results in. higher visitor numbers and greater customer diversity; increased sales; increased public image; survival in terms of competition; satisfied customers and greater job satisfaction for staff; repeat business and customer loyalty.
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Contents
1 2 1 3 4 5
Lead-in Text A Text B Real Life Practice Practical Writing
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Lead-in
Contents
Listening
Spot Dictation
Role-play
Lead-in
Text A
Text B
Real Life Practice
Practical Writing
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Lead-in
1 Listening
You are going to hear four dialogues that happened on the help line for General Motors. They reveal that customers sometimes can drive the company crazy. Listen to them and answer the following questions. Dialogue 1
  1. What problem did the customer have? 1 A. He lost the key to the car. B. √ The car did not move when he got in the car. C. The engine of the car was broken.
  2. What was the real problem? 2 A. There were too many technical terms about the car. B. The motor could not be started. C. √ He did not know that he needed to use the key to start the car.
Tape Script
Lead-in
Text A
Text B
Real Life Practice
Practical Writing
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Lead-in
1 Listening
Dialogue 2
  3. 3 Why wouldn’t the car move? A. √ The car ran out of gas. B. The gas tank was broken. C. The meter on the front panel was broken.
  4. 4 Why was the customer so angry about the car? A. He needed to install a gas tank into the car. B. The car was too expensive. C. √ He was not willing to pay anything more for the car.
Tape Script
Lead-in
Text A
Text B
Real Life Practice
Practical Writing
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Lead-in
1 Listening
Dialogue 3
  5. 5 What did the customer expect the company to do after his car crashed? A. √ He wanted the company to send him a car that wouldn’t crash anymore. B. He wanted the company to repair his car. C. He wanted to return the crashed car.
Tape Script
Dialogue 4
  6. 6 Why did the customer buy General Motor’s car? A. He liked the high quality of the car. B. He thought the functions of the car could make it easy to drive. C. √ He thought the car could run automatically without a driver.
Tape Script
Lead-in
Text A
Text B
Real Life Practice
Practical Writing
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Lead-in
Dialogue 1
Help Line: General Motors Help Line, how can I help you? Customer: I got in my car and closed the door and nothing happened! Help Line: Did you put the key in the ignition slot and turn it? Customer: What’s an ignition? Help Line: It’s a starter motor that draws current from your battery and turns over the engine. Customer: Ignition? Motor? Battery? Engine? How come I have to know all these technical terms just to use my car?
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Lead-in
Dialogue 2
Help Line: General Motors Help Line, how can I help you? Customer: My car ran fine for a week and now it won’t go anywhere. Help Line: Is the gas tank empty? Customer: Huh? How do I know? Help Line: There’s a little meter on the front panel with a needle and markings from “E” to “F”. Where is the needle pointing? Customer: It’s pointing to “E”. What does that mean? Help Line: It means you have to visit a gas station and buy some more gasoline. You can install it yourself or pay the serviceperson to install it for you. Customer: (Very Angry)What? I paid $12,000 for this car! Now you tell me that I have to keep buying more things? I want a car that comes with everything built in!
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Lead-in
Dialogue 3
Help Line: General Motors Help Line, how can I help you? Customer: Your cars are terrible! Help Line: What’s wrong? Customer: It crashed, that’s what’s wrong! Help Line: What were you doing? Customer: I wanted it to run faster so I pushed the accelerator pedal all the way to the floor. It worked for a while and then it crashed and it won’t start now. Help Line: It’s your responsibility if you misuse the product. What do you expect us to do about it? Customer: I want you to send me one of the latest versions that doesn’t crash anymore.
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Dialogue 4
Help Line: General Motors Help Line, how can I help you? Customer: Hi, I just bought my first car, and I chose your car because it has automatic transmission, cruise control, power steering, power brakes, and power door locks. Help Line: Thanks for buying our car. How can I help you? Customer: How do I work it? Help Line: Do you know how to drive? Customer: Do I know how to what? Help Line: Do you know how to drive? Customer: I’m not a technical person. I just want to go places in my car!
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2 Spot Dictation
Listen to the passage about retailing and fill in the missing information. Our Customer Service 1 of 5 to Call Center 8 team members is currently handling approximately incoming calls 500 to 800 2 a day. Our Call Center is open from 3 until 8:45 a.m. 4 , Monday through Friday. Our team 5:30 p.m internet based system uses an 5 to handle incoming calls for our clients. sales calls We do not make any 6 from our Call Center.
Lead-in
Text A
Text B
Real Life Practice
Practical Writing
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Lead-in
2 Spot Dictation
Candidates 80 calls per day 7 for this position must be able to handle 8 multitask phone manner be able to 9 , have a professional 10 , and have an sense of humor upbeat personality and a good 11 . Good data entry skills are a plus. benefits package competitive salary We offer a 12 with a great 13 for cover letter full-time employees. Please send your resume with a 14 and salary requirements to jobs@armstrong.net or fax to 15 (Attn: 703-591-5785 Cust Svc). No phone calls please. 22030 Job location is Fairfax, VA 16 Compensation: 17 (based on experience) $9/hr to $15/hr
Lead-in
Text A
Text B
Real Life Practice
Practical Writing
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Lead-in
3 Role-play
Work with your partner. Make up a dialogue based on the following situation and role-play it to the class. Role 1 ? Customer You’ve just bought a cell phone but it does not work. So you call the help line to solve the problem. Make up any detail you think necessary to convey the message clearly. Role 2 ? Help Line Assistant You receive a phone call from a customer claiming that the cell phone he/she bought does not work. Listen to his/her complaint and make explanations politely to the customer to solve the problem.
Lead-in
Text A
Text B
Real Life Practice
Practical Writing
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Text A
Reading Comprehension Vocabulary Translation Supplementary Reading Discussion
Part 1 Part 2 Part 3 Part 4 Part 5 Part 6
Lead-in
Text A
Text B
Real Life Practice
Practical Writing
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Text A
Reading
Read the passage about retailers’ world and answer the following questions.
  1. What is the reason for putting customer satisfaction on top of a company’s concern? It is because that the degree of customer satisfaction a company delivers determines the level of longterm success the company will achieve in business.
  2. What benefits will satisfied customers bring to the company? Satisfied customers bring immediate profit on the first sale. They become repeat buyers and will tell their friends and business contacts to buy your product.
Lead-in
Text A
Text B
Real Life Practice
Practical Writing
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Text A
Reading
Read the passage about retailers’ world and answer the following questions.
  3. What could happen to a company if it does not keep promises? The customer won’t do business with the company again. And they will tell everybody they know about their unhappy experience ? causing the company to lose future customers.
  4. Why do many companies try to surprise their customers with unexpected value? The company will win their long term loyalty. It also makes it difficult for competitors to steal customers from the company ? even if they have lower prices. Customers will not risk an uncertain experience with a competitor when they know they will get more than they expect from the company.
Lead-in
Text A
Text B
Real Life Practice
Practical Writing
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Text A
Reading
Read the passage about retailers’ world and answer the following questions.
  5. What can a company do to show its respect to cusomers? Let the customers know that the company is always thinking about them. Communicate with them regularly.
Lead-in
Text A
Text B
Real Life Practice
Practical Writing
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Text A
reservoir [ preserve [ n. 提名, 推举 loyalty [ 转换
Reading
New]Words and Expressions n. (大量的)储备
] v. 保护, 保持 ] n. 忠诚, 忠心 convert [ incentive [ ] n. 认可,支持 credit [ referral [ ] ] v. 使转变, ] n. 动机; ] n.
refer sb/sth to sb/sth 将……送交给……
get into 养成某种习惯,习惯于 刺激endorsement [ 返回的钱
Lead-in
Text A
Text B
Real Life Practice
Practical Writing
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Text A
Reading
Customer Satisfaction Is Your Business
1 Regardless of what business you are in ? you are really in the business of satisfying customers. The degree of customer satisfaction you deliver determines the level of long term success you will achieve in business.
本句主句是The degree... determines the level...;you deliver 是定语从句,修饰先行 词satisfaction;you will achieve...是定语从句,修饰success.
Lead-in
Text A
Text B
Real Life Practice
Practical Writing
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Text A
Reading
Customer Satisfaction Is Your Business
C. Make Customer Satisfaction Your Top Priority
  1. 2 Don’t just make sales. Create customers ? satisfied customers. In addition to the immediate profit they provide on the first sale, satisfied customers help you build your business in two other important ways:
Lead-in
Text A
Text B
Real Life Practice
Practical Writing
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Text A
Reading
Customer Satisfaction Is Your Business
They become a reservoir of repeat buyers. For some businesses that means repeat buyers for more of the same product or service. For every business, it means buyers for additional products and services. They automatically refer more business to you from their friends and business contacts. This is highly profitable business for you because it doesn’t cost you any time or money to get it.
refer sb/sth to sb/sth: to send someone or something to a person or organization to be helped or dealt with ● My complaint was referred to the manufacturers. ● We referred the proposal to the board of directors. ● The doctor referred the patient to a specialist.
Lead-in
Text A
Text B
Real Life Practice
Practical Writing
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Text A
Reading
Customer Satisfaction Is Your Business
B. Never Promise More Than You Deliver
  2. 3 Never make any promises you can’t (or won’t) keep. Nothing drives away customers faster than getting something less than they expect from a business transaction . They won’t do business with you again. And they will tell everybody they know about their unhappy experience ? causing you to lose future customers.
transaction n. a business deal or action, such as buying or selling something ● We need to monitor the transaction of smaller deals. ● A record is kept of all the firm’s transactions transact vt. formal to do and complete a business activity
 

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