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1、Module 2 Customer Service & Information Technology,Project 6 Communicating Effectively in Customer Service,Objectives,Learn the skills of customer service in marketing;,2. Find ways to improve English skills and performance on how to describe and discuss about skills of customer service in marketing
2、;,3. Master the basic words & expressions about general description of skills of customer service in marketing.,lead-in Questions:,1 From the previous study, we may find that in logistics sense, customer service refer to a series of good logistics activities; then what is the stress of customer serv
3、ice in marketing sense? 1)In logistics sense a series of logistics activities designed to enhance（提高） the level of customer satisfaction the feeling that a product or service has met the customer expectation; 2) In marketing sense the provision of service to customers before, during and after a purc
4、hase,Activity 1 -Task 1,Discuss on the following materials and summarize the strategies for Customer Service Communication.,Key Points in Customer Service,1. Know your product If a customer asks a question you dont know how to answer, what will you do? 2. Body Language/Communication Do you think bod
5、y language is important in communication with customers? Have you any experience to prove your point? 3. Anticipate Guest Needs How would you let an impatient customer accept your questions about their needs?,Activity 1 - Task 2,Turn your discussion into a dialogue with your partner and perform it o
6、n class. Hints for the dialogue A: Excuse me, I am the newcomer here. Would you give me some advice on customer service? B: A: What you said is quite right. Among your points, which one is the most important? B: A: Oh, I cant agree with you more. Thank you. I would follow your idea in my future work
7、. B:,Activity 2 -Task 1,Listen to the dialogues and decide whether the following statements are true (T) or false (F) and summarize the main idea of each dialogue.,Dialogue 1,1）_ According to the dialogue, after-sale service includes installation, maintenance, repair and supply of spare parts. 2）_ T
8、he warranty for goods covers damage arising from improper operations. 3）The dialogue is mainly concerned with _.,after-sale service of appliances,T,F,Dialogue 2,1. _ There is something wrong in quality with a batch of paper. 2. _ There are some lines of words printed in the paper. 3. _ The problem p
9、aper will be taken away by the truck drivers who send the replacement paper. 4. The dialogue is mainly concerned with _.,print paper replacement,T,F,T,Dialogue 3,1) _ A photocopier is a kind of machine to print documents. 2) _ Some of the photocopiers the company delivered are faulty. 3) _ The depar
10、tment who should be responsible for the problem is probably the maintenance department. 4) The dialogue is mainly concerned with _.,faulty photocopiers,T,F,F,Dialogue 4,1) _ The problem concerning customer service is that there are some defects(瑕疵) with the ordered paper. 2) _ There will be a new de
11、livery immediately. 3) _ The efficiency of delivery is very important to customers. 4)The dialogue is mainly concerned with _.,late delivery of printer paper,T,F,T,Activity 2 -Task 2,Perform the dialogues in pairs orally on class.,Activity 3 - Task 1,Study the following case and answer the questions
12、 below. 1) How important is customer service to the owners of Floors & More? How can you tell? Customer service is very important to the owners of Floors & More. From the case, it is clear that poor customer service means low work efficiency.,Case study,2) What messages does Angelicas behavior send
13、to customers? What could she or the company do to change those messages? Customers may feel she is careless with her work. Take messages in more detail and provide some proposals for customers while receiving calls.,Case study,3) What role does technology play in how Floors & More employees communic
14、ate with both internal and external customers? How could technology be used differently or effectively? Technology should be effective in improving working efficiency by providing real-time information communication.,Case study,4) How does Cal perform when he has opportunities for one-on-one communi
15、cation internal customers? He is irresponsible for his job and doesnt care customer need. 5) What is Angelicas strategy for telephone communication? How effective is her strategy? Explain your answer. It is not efficient at all. Customers cannot communicate timely and effectively with the salespeopl
16、e they want to talk to.,Activity 4 - Task 1,Go through the following cases and choose the more appropriate response to each case. Material 1 Customer: When can I expect the technician to arrive? Response A: You are on the schedule for tomorrow afternoon. I can call you tomorrow morning with a more specific time. Response B: The best I can do is to tell
