《商务英语综合教程》 Unit (5)

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5. Hearing the news, she shook her hand in
.
6. Adverts must not create a
impression.
7. She
her dog with the finest steak and salmon.
8. The government was reluctant to
.
Additional Reading
Customer service mistakes (and how to avoid them)
Savvy companies understand and value the importance of customer service. They recognise that providing excellence in customer service is a sure-fire way of keeping customers loyal and getting them to buy from you again. And if you’ve got high customer retention, then that will also benefit your business’ bottom line.
Without customers, you would have no business. Therefore, organizations need to develop customer 4 and 5 to retain their customers.
Making the customers happy can give a 6 result to company. It is better to have proper communication with customers, stick to your 7 made, treat customers nicely, make innovations to attract new customers and 8 the old customers, properly deal with customer complaints and remember the golden rule.
not you will be coming.
3. Everything will
depend on what is said at the meeting with
the directors next week.
4. The growth of the textile industry
the area.
B. Business Knowledge
Pre-reading Questions
1. How do you understand the saying “customer is king”? Do you agree with it? Why or why not?
2. Suppose you were a business owner, would you think customers are always right? Why?
(f) Design a service suitable for each client (g) Make sure that your customers stay with you
Discussion
Discuss with your group members and share with each other your best and worst experience of customer services.
1. If the firm cannot sell its products, it will go
.
1. The government won’t even
the existence of the problem.
2. I would
it if you could let me know in advance whether or
ห้องสมุดไป่ตู้
honest
impersonal indifferent
inefficient laid-back unprofessional warm
personal responsive
efficient transactional smooth
Good Service
Bad Service
Can you add any other adjectives to the table above?
Section B Vocabulary
Complete the following sentences with the words given.
disbelief ultimately pamper
sanction acknowledge
transform mislead
reliability appreciate reverse
(a) Get to know your customers’ opinion (b) Solve customers’ problems (c) Make sure that your goods arrive on time
(d) Provide the service your customers want (e) Make sure that a customer uses your service again
But being savvy and smart is not the same as being perfect. We can all make mistakes, even those companies who put their customers at the centre of their business. Mistakes can be put down to a variety of things – habit or making bad choices, for instance – but each mistake can be remedied if you’re willing to put in some effort.
1. Get repeat business 2. Keep to your delivery dates 3. Conduct surveys 4. Encourage customer loyalty 5. Deal with complaints 6. Meet the needs of customers 7. Offer a personalized service
However, customers are not always right. There are customers who can never be 9 . It is important for business owners to 10 right customers. Treating the right customers as kings may help emphasize the reasonable demands of customers.
1. What caused customers to be kings nowadays? 2. In accordance with the text, how to provide
excellent customer services? 3. What kinds of customers are right customers?
Matching: Seven Golden Rules for an Excellent Customer Service
Please match the seven golden rules for an excellent customer service on the left column with the definitions on the right column.
3. What suggestions can you think of for business owners to make their customers happy?
Reading Text Customer Is King—Make the King Happy
Questions for Fast Reading
Section A Gap-Filling
Complete the gap-filling task according to the text.
Customer Is King—Make the King Happy
The position of customers in the market nowadays is different from the past. At present they have more choices of products which suit their 1 , needs and desires. The reasons for this change are that the change of market from 2 to 3 , and the matter of customer preference is simply a matter of what the customers wants to buy.
A. Brainstorming
Please decide if the following adjectives describe good or bad customer service and put them into the corresponding columns.
businesslike child-friendly cold
《商务英语综合教程》(基础)
Unit 5 Customers
A. Brainstorming B. Business Knowledge
◆ Additional Reading C. Business Skills D. Business Actions
◆ Additional Reading E. Highlights Vocabulary Suggested Answers
Teaching Objectives
1. to learn to describe good or bad customer services; 2. to learn how to make the customers happy; 3. to learn how to make good customer services; 4. to learn how to use proper phone languages in dealing with customer complaints; 5. to learn the experience of customer services of John Lewis.
Here are 6 customer service mistakes we see smart businesses making, and how you can either fix or avoid them altogether:
intervention in
the crisis.
9. Whatever official news broadcasts claimed, he believed
the
.
10. Consumers complained about a variety of problems,
including call charges and poor network
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