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1、1Unit 7Unit 7 CustomerServicesCustomerServicesOUTLINEListeningWatchingSpeakingSupplementaryMaterial121212Further Listening ,Further Watching 1Fun TimeFurther Watching 2 , Further Watching 3 ,TeachingPlanInClassPeriod1:Listening1Watching1Period2:Speaking1Listening2Period3:Watching2(Task1)ProjectPerio
2、d4:Watching2(Task2)Speaking2AfterClassUnitFile+SupplementaryListeningLearningFocusuTobuildupthevocabularyaboutprovidingcustomerserviceuTogetageneralideaofthebasiccomponentsinservingcustomersuTobeawareoftakinggoodcareofvaluedclientsuTobeabletomakeandanswerinquiresuTolearnhowtomakeopinionsurveysonprod
3、uctsorservicesuTobecompetenttohandlecomplaintsefficientlyKnowledge:Skills：Listening1-Task11.Warming-up1.Warming-upPracticemakingandansweringinquiries.Thefirstonehasbeengiventoyouasanexample.MakeInquiries1.Wouldyoupleasetellmehowtoopenabankaccount?2.Im wondering if I followed the right procedure foru
4、nlockingthesafe.3.Excuseme,couldyoupleaseshowmetherightwaytoourschoollibrary?4.Imnotsurewhichcolortochoose,couldyoupleasegivemeanysuggestions?Listening1-Task1Practicemakingandansweringinquiries.Thefirstonehasbeengiventoyouasanexample.AnswerInquiries1.Certainly.PleaseshowmeyourIDcardfirst,andthenfill
5、outthisform.2.Imafraidyouhavetoinputthepasswordfirst,sir.3.Withpleasure.Justwalkalongthepathwayandmakearightturnatthesecondcrossing.4.Idloveto.Asyouhavefaircomplexion,Ithinkthisbrightpinkwilllookterrificonyou.1.Warming-up1.Warming-upOursupervisionhotlineis2766492.我局的监督电话是2766492。Listening1-Task1Hotl
6、inen. 热线热线Loosenv. 放松；使松驰放松；使松驰Thoroughlyad. 彻底地彻底地Applyv. 涂擦；使用涂擦；使用HesaysthatTomisathoroughlygoodfellow.他说汤姆是个地道的好人。Applyasmuchforceasisnecessary.需要多大力，就施多大力。Mybeltistootight;Imustloosenit.我的腰带太紧，我必须放松它。NewWords&ExpressionsMassagev. 按摩；揉捏按摩；揉捏Moisturizev. 使湿润使湿润Amassagemayrelieveyourbackpain.按摩可能会
7、减轻你的背痛。Moisturizetheair增加空气湿度Listening1-Task12.ExtensiveListening2.ExtensiveListeningRoseisansweringaninquiryfromacustomer.Listentotheconversationandtick()thecorrectanswertoeachquestion.1.WhydoesthecustomercallRose?A.Becausehedoesntknowhowtoshave.B.BecauseheisnotsatisfiedwithTAFshavingfoam.C.Because
8、heisnotsureabouttheprocedureforusingTAFshavingfoam.2.IsthecustomerhappywithRosesservice?Why?A.Yes,heis,becauseRoseofferstogivehimsomefreesamples.B.Yes,heis,becauseRosegiveshimadetailedexplanation.C.No,heisnt,becauseRoseisrudewhenansweringhisquestions.ScriptListening1-Task13.IntensiveListening3.Inten
9、siveListeningListentotheconversationagainandcompletetheprocedureforusingTAFshavingfoam.Cleanthe1with2.Wait3minutesuntiltheskingetsthoroughly4.ApplyTAFshavingfoam.5tomakesurethehairgetsmoisturized.facewarmwatertwoorthreewetmassagethefacealittleScriptListening1-Task14.LanguageSummary4.LanguageSummaryC
10、omparethedifferentmeaningoftheitalicizedwordsineachofthesentences.1.Pleasewaittwoorthreeminutesuntilyourskingetsthoroughlywet.2.Hegottheshampooheorderedlastweek.3.Thecustomergotitchingblotchesoverhisface.4.James got abadcold.Hashe got better?becomesreceivedhadhadbecomeListening1-Task2Matchthefollowi
11、ngwaystosurveycustomerswiththecorrespondingpictures.1.doorstepvisit2.mailsurvey3.telephonesurvey1.Warming-up1.Warming-upListening1-Task2Occasionallyad. 偶尔；间或偶尔；间或Whitenv. 使白；变白使白；变白Factorn. 因素；要素因素；要素thinkofdoing考虑做考虑做Heisagoodstudentexceptthatheisoccasionallycareless.他是个好学生，只是他偶而有些粗心。Anothersocialf
12、actorofsignificanceiseducation.另一个重要的社会因素是教育。Thinkofwhatyouaredoing.想想你正在干的事情吧。whitenonesteeth使牙齿洁白NewWords&ExpressionsListening1-Task2ListentoaconversationbetweenRoseandacustomeranddecidewhetherthefollowingstatementsaretrueorfalse.Thenwritedownthekeywordstosupportyouranswers.1.Roseismakinganopinion
13、surveyonTAFproducts.2.ThecustomerisinsuchahurrythathedoesntfinishRosesinterview.FalseThecustomerfinishestheinterviewandgivesRosesomevaluablefeedback.TrueImfromtheCustomerServiceDepartmentofTAF.Iwonderifyoudmindansweringafewquestionsaboutourcompanysproducts.Script2.ExtensiveListening2.ExtensiveListen
14、ing1.Whoinfluencesthecustomermostastoshopping?A.Hisparents.B.Hisfriends.C.Nobody.2.WhatistheadvantageofTAFtoothpastecomparedwithFlitzproduct?A.TAFtoothpasteischeaper.B.TAFtoothpastewhitenshisteeth.C.TAFtoothpastehasanicepackaging.3.WhydoesthecustomeroccasionallyuseFlitzproductforachange?A.BecauseFli
15、tzhasapleasantsmell.B.BecauseFlitzmakeshisteethcomfortable.C.BecauseFlitzisreasonableinprice.Listening1-Task2Listentotheconversationagainandtick()thecorrectanswertoeachquestion.Script3.IntensiveListening3.IntensiveListeningListening1-Task2Comparethedifferentmeaningoftheitalicizedwordsineachofthesent
16、ences.4.LanguageSummary4.LanguageSummaryWatching1-Task1Matchthefollowingguestscomplaintswiththeclerksresponses.1.C2.D3.B4.A1.Warming-up1.Warming-upWatching1-Task1Itchya. 使人发痒的使人发痒的Blotchn. 皮肤上的皮肤上的红斑；疹块红斑；疹块Investigatev. 调查；审查调查；审查Sourcen. 来源原因；出处来源原因；出处tooitchytoendure痒得难熬Toinvestigateaproblemisind
17、eedtosolveit.调查就是解决问题。HisconfidencewasasmuchasourceofStrengthasofdanger.他的信心既是危险的种子,也一样是力量的源泉。Blotchprinting满地印花；底色印花NewWords&ExpressionsWatching1-Task1sofar到目前为止到目前为止rightaway立即，马上立即，马上otherthan而不是而不是Sofar,yourealltied.到现在为止，你们不分胜负。Thetruthisquiteotherthanwhatyouthink.事实真相和你想的完全不同。Wearegettingbusyr
18、ightaway.我们马上就动手干。NewWords&ExpressionsWatching1-Task1GloriaiscomplainingtoRoseaboutherproducts.Watchthevideoclipandtick()thecorrectanswertoeachquestion.1.WhatisGloriascomplaintabout?A.Acustomerreportedtheterriblesmelloftheproduct.B.Acustomerisallergictotheproduct.C.Acustomerisnothappywiththeexpensiv
19、epriceoftheproduct.2.WhatisRosesreactiontoGloriascomplaint?A.Sheisangry.B.Sheisexcited.C.Sheissurprised.Script2.ExtensiveWatching2.ExtensiveWatchingWatching1-Task13.IntensiveWatching3.IntensiveWatchingWatchthevideoclipagainandfillintheblankswithproperwords.RosereassuresGloriathattheirproductshavepas
20、sedarigid1beforetheyare2.AsManningsstorehasbeendoingbusinesswithTAFforalongtime,Gloriahasabsolute3inTAFsinspectionwork.Rosecannotpromiseacompensationrightawaybecausetheremaybeother4causingallergy.Shewillreportthecasetothe5immediately.inspectionproducedfaithsourcesProductionDepartmentScriptWatching1-
21、Task14.LanguageSummary4.LanguageSummaryWatching1-Task2Decidewhichdepartmentshouldberesponsibleforthefollowingcomplaints.BCDAE1.Warming-up1.Warming-upResponsibilityn. 责任；职责责任；职责Interviewern. 主持面试者；主持面试者；采访者采访者Reactionn. 反应；反作用反应；反作用Individuala. 个别的；独特的个别的；独特的Acceptfullresponsibilityforoneserror.对自己的的
22、错误负完全责任。Publicreactionwillreinforceit.社会反响会进一步增强它的作用。Aftertheageofaboutthirtytheyabandonindividualambition.他们一过三十就放弃了个人的雄心壮志。Theinterviewerhaddrivenherintoacorner.面试主持人把她追问得很窘。Watching1-Task2NewWords&ExpressionsWatching1-Task2Lightlyad.轻率地；轻轻地轻率地；轻轻地Evidencen. 证据；证词证据；证词Verifyv. 证实；核实证实；核实keepsb.inf
23、ormedof把把及时通知某人及时通知某人Suchanillegalactshouldnotbetreatedlightly.这样的违法行为不可等闲视之。.Wehadtoverifythecall.我们必须核实一下电话。Keepmeinformed(of/aboutwhathappens).有事随时通知我。Itisastatementinconflictwithotherevidence.这一陈述与其他证词不一致。NewWords&ExpressionsWatching1-Task2RoseisdiscussinghowtosolvetheproblemwithDave.Watchthevid
24、eoclipandmatchthenameswiththerelatedinformation.1,3Script2,42.ExtensiveWatching2.ExtensiveWatchingWatching1-Task2Watchthevideoclipagainandtick()thecorrectanswertoeachquestion.1.WhatwillDaveandhiscolleaguesdobeforetheymass-produceanewproduct?A.Theywilldesignthepackagingoftheproduct.B.Theywillconductm
25、anytestsontheproduct.C.Theywillconductmanyopinionsurveysontheproduct.2.WhichofthefollowingisNOTDavessuggestiontoRose?A.Compensatethecustomerfirst.B.Askthecustomertostopusingtheproduct.C.Askthecustomertoprovideclinicalevidence.Script3.IntensiveWatching3.IntensiveWatchingWatching1-Task2Reviewthefollow
26、ingsentencesconcerningcomplaintinvestigation.1.Wevereceivedacomplaintfromacustomerwhoreported.2.Beforemassproduction,wehaveconductedmanytests.3.Anyhow,beforethecauseisconfirmedwecanttreatitlightly.4.Informthecustomerto.Thenaskhimto.toverifytheresponsibility.4.LanguageSummary4.LanguageSummarySpeaking
27、11.Workinpairs.Reorganizethefollowingsentencesintotherightorderandrole-playtheconversationbetweenaguestandahotelreceptionist.246351Speaking12.Workinpairs.Role-playaconversationbetweenBillyTaylor,whoisconductinganopinionsurveyonpublictransportation,andapassengerinthestreet.Thesurveyshouldinvolvethefo
28、llowingaspects.Speaking1-2Sample:A: Excuseme,Sir.MynameisBillyTaylor.IamfromtheCityPublicTransportationCorp.Wouldyouhavetimetoanswerafewquestions?B: Whatisitfor?A: Weareconductinganopinionsurveyonwhetherpassengersarehappywiththecityspublictransportationsystem.B: Well,inthatcase,Iwouldbegladto.A: Whi
29、ch public transportation do you usually take, bus, ferry orsubway?B: Iusuallytakethesubway.A: Howoftendoyouuse/takeit?B: Iusesubwayalmosteveryday.A: Doyouthinkthesubwayjourneyisbetterthanbybus?B: Yes,Ithinkso.Atleasttherewillbenotrafficjams.A: Anddoyouthinkthesubwayticketisoverpriced?B: Er.Thesubway
30、isindeedalittlemoreexpensivethanthebus.Buttakingitsspeedandconvenienceintoconsideration,Ithinktheticketisstillreasonable.A: Thankyousomuch!Youropinionisveryusefultous.Speaking13.Workinpairs.Completeandpracticethefollowingconversationwithyourpartnerinturn.A: Goodmorning,FlitzCo.After-sales.B: ThisisF
31、rankSongfromABCLtd.Iamcallingtocomplainaboutthelatestorder.A: ?B: Weordered100boxesofHerbalShampooamonthago.Butthegoodsarrivedare100boxesofFloraShampoo.A: ?B: Yes,wedo.Iwillfaxthecopyofthecontracttoyounow.Whatswrongwithit,Mr.Song?DoyouhaveacopyofthecontractA: .IwillinformourShippingDepartmentrightaw
32、aytoseeifitistheirmistake.B: Imveryunhappywithyourmistake. !A: Imsorry,Mr.Song,butwecannotmakeacompensationuntil.Ihopeyouunderstandthat.B: ?A: Imsuretomorrowmorningwewillgiveyouasatisfyingsolution.Speaking1ImterriblysorryfortheinconvenienceIdemandsomecompensationimmediatelyweareclearitisourresponsib
33、ilityInthatcase,whencanIreceiveyourdefiniteanswerSpeaking14.Workinpairs.AfterreceivingMr.Songscomplaint,theafter-salesclerkcallstheShippingDepartmenttoconfirmthe cause of the mistake. Role-play a conversationbetween them. The conversation should involve thefollowingaspects.Speaking1-4Sample:A: Goodm
34、orning,FlitzCo.Shipping.B: Goodmorning.ThisisJanefromafter-sales.Ireceivedacomplaintfromaclient,sayingthegoodshereceivedwerenotwhatheordered.A: Really? How could that happen? Please give me his contractnumber.B: ItsNO.RL34372A: Letmecheck.Oh,Ivefoundtherecord.Yes.Wesent100boxesofHerbalShampootoFrank
35、SongfromABCLtdonJune27th.B: Buthecalledtocomplainthatwhathereceivedwas100boxesofFloralShampoo.A: Thatcantbe.IrememberquiteclearlythatIsaw100boxesofHerbalShampoodeliveredfromtheProductionDepartment.DidMr.Songopenthepackagingcarton?B: Hedidntsaythat.A: Pleaseaskhimtoopenit.Thepackagingworkersmayhaveus
36、edthewrongcartontowraptheHerbalShampoo.B: Isee.Iwillcallhimnow.A: Keepmeinformedofthelatestdevelopment.B: OK.Iwill.Listening2-Task1Thereareseveralmethodstogetfeedbackfromcustomers.Matchthemwiththeappropriateactions.DABC1.Warming-up1.Warming-upListening2-Task1Deservev. 值得；应该得到值得；应该得到Questionnairen. 调
37、查问卷调查问卷Consumern. 消费者；顾客消费者；顾客Flavorn. 香料；风味香料；风味deservecongratulation应当受到祝贺Wearerunningyourconsumersurveynow.我们正在忙你的用户调查表。Itgivesourlittlemealsaneasternflavor.它给我们的便餐增添了一种东方风味。filloutaQuestionnaire填写问卷NewWords&ExpressionsListening2-Task1Shampoon. 洗发剂洗发剂accordingto根据根据careabout关心；在意关心；在意Thisshampoow
38、illcureyourdandruff.这种洗发水可除掉头皮屑。Allyoucareaboutareyourclothesandyoujewels.你们喜欢的只是服装和首饰。Everythingwentaccordingtoplan.一切都按计划进行。NewWords&ExpressionsListening2-Task1Roseispresentingareportoncustomerfeedbackofthelatestproducts.Listencarefullyandtick()theproductsmentionedinthereport.Script2.ExtensiveList
39、ening2.ExtensiveListeningListening2-Task1Listentothereportagainandfillintheblankswiththerelatedpercentage.1.customersthinkTAFshouldaddmoreflavorstotheShiningToothpaste.2.customersthinkTAFshouldimprovethebottledesignoftheFloraShampoo.3.customersthinkTAFshouldprovidemoredetailedinstructionsfortheshavi
40、ngcream.4.customersbelievethatexpensiveproductshavebetterquality.54%27%21%75%Script3.IntensiveListening3.IntensiveListeningListening2-Task14.LanguageSummary4.LanguageSummaryListening2-Task2Ifyouareinvitedtoabusinessdinner,howwouldyourespond?Listasmanyexpressionsaspossible.Thefirstonehasbeengivenasan
41、example.Acceptance1.Thankyouforasking.Itsverykindofyou.2.Thatswonderful.Thanksalot.3.Soundsgreat!WhenamIsupposedtocome?4.Idloveto!Thankyouforinvitingme.1.Warming-up1.Warming-upListening2-Task2Ifyouareinvitedtoabusinessdinner,howwouldyourespond?Listasmanyexpressionsaspossible.Thefirstonehasbeengivena
42、sanexample.Refusal1.Idlovetocome,butmybabydaughterissicktodayandIhavetobewithher.2.ImsorryIcantmakeitthistime.Thanksanyway.3.Thankyouforasking,butImafraidIcantcome.Ihavealreadymadeanappointmentwithmydentist.4.Idoappreciateyourasking,butImonabusinesstripinEuroperightnow.1.Warming-up1.Warming-upListen
43、ing2-Task2Rose is calling her customer Ryan. Listen to theconversationanddecidewhetherthefollowingstatementsare true or false. Then write down the key words tosupportyouranswers.(1)RoseinvitesRyantoanafternoonteapartybecauseRyanjustputalargeorderwithTAF.(2)RyangladlyacceptsRosesinvitation.TrueIthink
44、IcanmanagetocomeonSaturday.FalseRoseinvitesRyantotheafternoonteapartybecausesheonceinterviewedhim.Script2.ExtensiveListening2.ExtensiveListeningListening2-Task2Listentotheconversationagainandtick()thecorrectanswertoeachquestion.1.Whenwilltheafternoonteapartybegin?A.At3:45Saturdayafternoon.B.At3:30Su
45、ndayafternoon.C.At3:30Saturdayafternoon.2.Whatwilltheguestsdofirstattheteaparty?A.Enjoyawonderfuldanceshow.B.Watchthepresentationofthelatestproducts.C.Receiveaninterviewonthelatestproducts.3.Whatwilltheguestsreceiveasagift?A.Thelatestproducts.B.Abagofsampleproducts.C.Abagofnicetea.Script3.IntensiveL
46、istening3.IntensiveListeningListening2-Task2Iwanttoknowwheremyballpenis.Iwanttoknowifitisthebiggesttreehere.Iwanttoknowwhenhewillcome.Iwanttoknowifyouareadoctor.4.LanguageSummary4.LanguageSummaryFurtherListening Listen and fill in the following blanks.Angela:Hello,ImAngela,Imthecustomerservicesmanag
47、er.Wouldyouliketocomewithmeandcomeandtakeaseatandyoucanexplaintome?Alison:Okay,okay,fine.Angela: CanItakeyourname?Alison: Yes,mynamesAlison.Angela: Okay.Alison,ifyoudliketo.AsIsaid,IamthecustomerservicesmanagerandIdliketohelpyou.Iunderstandyouarehavingafewproblems.Wouldyouliketojustexplainfromthebeg
48、inningwhatshappened?Alison: Well,yes.Ivejustcomebackfromoneofyourholidays.IwenttoCrete,inGreece,gotbacklastweekand.whatactuallyistheproblemmakeyourselfcomfortablethewholethingwasadisasterFurtherListeningAngela: Wouldyouliketojustexplainfromthebeginningwhatshappened?Alison: Well,yes.Tostartwith,whenw
49、egottotheairportin,inCrete,wehadatwo-hourwaitonthecoach,Ithinktherewasadelayedflightorsomething,andandAngela: Right,thatsquitepossibleAlison: YesAndIjustcantworkoutwhyyoudidnttakeustoourhotelandthencomebacktotheairportto.Angela: Right,Imsorryforthatwait.Idontknowwhattheproblemwas.Youmentionedadelaye
50、dflightthere.Asyoucanimagine,youprobablywerenttheonlyfamilyonthecoachwaiting,andtototheairportwouldhavebeenalotofextraworkandtheyliketotryandkeepeverybodytogetherwhoaregoingonthesameflight.Icanactuallylookintothatforyouferrypeopletoandfromresortpickupthepeoplefromthedelayedflight Listen and fill in
51、the following blanks.Watching2-Task1Matchthewordsintheleftcolumnwiththeappropriatemeaningsintherightcolumn.1.Warming-up1.Warming-upWatching2-Task1Claimn. 索赔索赔Panicv. 惊恐；恐慌惊恐；恐慌Suspectv. 怀疑怀疑Furthera.更多的；更多的；进一步的进一步的Whatsthedeadlineforclaim?索赔什么时候截止？Canyoupointoutthemanyoususpect?你能把你怀疑的人指出来吗？Further
52、argumentwontmakeanyDifference.再辩论下去也不会有什么用。Herbiggestprideisthat,inemergencies,shedoesnotpanic.她最大的优点是临危不乱。NewWords&ExpressionsAssistancen. 帮助；援助帮助；援助Hecalledandcalledbutnoonecametohisassistance.他喊了又喊，但没有人来帮忙。Watching2-Task1RoseiscallingGloria.Watchthevideoclipanddecidewhetherthefollowingstatementsa
53、retrueorfalse.Thenwritedownthekeywordstosupportyouranswers.1.RosetellsGloriathatTAFrefusestocompensatethecustomer.2.GloriaisangrywithRoseswayofhandlinghercomplaint.FalseGloriaissatisfiedwiththewayRosehandledthecomplaint.FalseRosetellsGloriatoverifywhoseresponsibilityitisbeforediscussingcompensation.
54、Script2.ExtensiveWatching2.ExtensiveWatchingWatching2-Task1Watchthevideoclipagainandtick()thecorrectanswertoeachquestion.1.AccordingtoRose,whatmaycausethecustomersallergy?A.Theunusualsmell.B.Thenewingredient.C.Thenewformula.2.UnderwhatconditionsshallTAFcompensatethecustomersloss?A.Ifhecanprovideoffi
55、cialdocumentstosupporthisclaim.B.Ifhecanshowhisallergicblotchestosupporthisclaim.C.Ifhecanprovidehispersonalidentification.3.WhatdoyouthinkGloriawilldonext?A.ShewillremovetheTAFproductsfromtheshelf.B.Shewillaskthecustomertostopusingtheproductforthetimebeing.C.Shewillhelpthecustomergetcompensationfro
56、mTAF.Script3.IntensiveWatching3.IntensiveWatchingWatching2-Task1Reviewthefollowingsentences,payingspecialattentiontotheuseofimperativemood.1.Noneedtopanic!2.Remembertoaskhimtostopusingtheproduct.3.Pleasecallmeifyouneedourfurtherassistance.4.LanguageSummary4.LanguageSummaryWatching2-Task2Lookatthefol
57、lowingpicturesandtick()thosegiftsyouthinkareappropriateforclients.1.Warming-up1.Warming-upWatching2-Task2Steadilyad. 稳定地；稳定地；坚固地坚固地Efficiencyn. 效率；效能效率；效能Continuala.连续不断的；连续不断的；持续的持续的falsealarm虚惊一场虚惊一场Hewentonworkingsteadily.他继续稳健地工作。Thecontinualstrainagedhim.持续的过度劳累使他变老了。Hewasthevictimofafalsealarm
58、.他受了一场虚惊。Efficiencydependsongoodorganization.高效率依赖于良好的组织。NewWords&ExpressionsWatching2-Task2onthecontrary相反地相反地alltheway一直；完全地一直；完全地Youmustbetired.Onthecontrary,Ifellwideawake.你一定很累了。相反,我觉得很清醒。Allthewaysheponderedherproblem.一路上她都在思索她的问题。NewWords&ExpressionsWatching2-Task2RoseisvisitingGloria.Watchth
59、evideoclipanddecidewhetherthefollowingstatementsaretrueorfalse.Thenwritedownthekeywordstosupportyouranswers.1.GloriaishappywiththewayRosehandledhercomplaintlastmonth.2. Gloria will continue the business with TAF because Rosegiveshersomegifts.FalseTheywillcontinuetheirbusinessbecauseTAFproducesqualit
60、yproductsandtheyhaveefficientafter-salesservice.TrueYoureactedveryquicklytothecase.Werepleasedwiththat.Script2.ExtensiveWatching2.ExtensiveWatchingWatching2-Task2Watchthevideoclipagainandfillintheblankswithproperwords.ordersatisfiedfalseconfidencevolumeScript3.IntensiveWatching3.IntensiveWatchingWat
61、ching2-Task2Read aloud the following sentences concerning afollow-upvisit.1.Imheretoseeifyouaresatisfiedwithourafter-salesserviceconcerningyourcomplaintlastmonth.2.Haveyouhadanyothercomplaints?3.So,thereisnoproblemaboutyourorderwithusnextyear?4. Ms. Hodge, heres a gift for you, for your continualsup
62、portofourproductsandourdepartment.4.LanguageSummary4.LanguageSummaryFurtherWatching1GreetingyourcustomerswithanintelligentcustomerfrontdoorUnderstandingtheir.Anticipating.UsinganymediaordevicetheylikeConnectcustomerstotherightfortheright_attheright.Createsservicedifferentiation.needswhattheywantpers
63、ontasktimeWatch the video and fill in the blanks.FurtherWatching2Whichcompanyisthisvideoabout?Whatmakesitsuccessful?Howdoesitserveitscustomers?Watch and briefly answer the questions.FurtherWatching3Whichindustrydoesthisvideotalkabout?Accordingtotheman,whyiscustomerserviceimportantinhisindustry?Watch
64、 and answer the questions.Ittalksabouthospitalityindustry.Itspartoftheirmarketing.Withoutcustomerservice,theyhavetoconstantlyworktogetpeopleseetheirshoworspendquitealotofmoneyforthis.Speaking21. Work in pairs. Look at the result of an opinion survey and complete the following report orally with your
65、 partner in turn.almostalltheuserssaytheyaresatisfiedwiththefunctionofournewproductabout50%ofthemdontseeourdesignasveryattractiveitisveryurgentforustoimproveourbatterybecausenearlytwo-thirdsusersfindthebatteryhasordinaryperformanceweshouldbeproudthatalargemajoritythinkhighlyofourafter-salesserviceSp
66、eaking22. Work in pairs. Role-play a conversation between anafter-sales clerk and a valued client. The conversationshouldinvolvethefollowingaspects.Speaking2-2Sample:A: Goodmorning.ThisisLindaYorkfromNovaAfter-sales.MayItalktoMs.Jay?B: ThisisMs.Jayspeaking.A: Lastmonth,youfilledoutourquestionnairean
67、dmaileditbacktous.B: Oh,yes.Iremembernow.A: Tothankyouforyoursupportforourcompany,wedliketoinviteyoutoaluncheonatHarbourViewHotelthisweekend.ImwonderingifyouarefreethisSunday?B: Thankyouverymuchforasking.Iwouldlovetocome.A: Im glad you can make it. We will be expecting you at12:15 p.m. this Sunday o
68、n the third floor of Harbour ViewHotel.Andyoumaybringaguestwithyou.Speaking23.Workinpairs.Completeandpracticethefollowingconversationwithyourpartnerinturn.A:Goodafternoon.MayIspeaktoMr.Lamb?B:_.Whoisit?A:Mr.Lamb,thisisRachelFlintfromNovaAfter-Sales.Youcomplainedabout_inthemorning._?B:Sofar,itstillre
69、fusestowork.AndIdontseeanysignofimprovement.A:Imterriblysorryfortheinconvenience._.B:DoIhavetopayforthetechniciansservice?A:Sinceyouarestillunderwarranty,_.B:OK.Iamgladtohearthat.A:Ifthereisanythingwrong,_.B:Thanks.Iwill.ThisisheabrokenwashingmachineIsitworkingnowWewillsendatechniciantorepairitimmed
70、iatelytherepairserviceisfreeofchargepleasegiveusacallSpeaking24.Workinpairs.Role-playaconversationbetweenanafter-sales clerk and a client based on the followinginformation.Speaking2-4Sample:A: Ah,MissTan.Nicetoseeyou!Comein,please.B: Nicetoseeyou,too.Mr.Gun.A: Itssuchapleasuretohaveyouvisitme.B: The
71、pleasureisallmine.Asyourcompanybeganbusinesscooperationwithourcompany10yearsago,youareourmosttrustedfriendandvaluedclient.A: Thankyouforsayingso!B: Tomorrowisyourbirthday,so,onbehalfofmycompany,Icometodaytosendourbestwishestoyou.A: Thatsreallyniceofyoutocomeandseeanoldmaneachyearwithoutfail.Listenin
72、g1-Task1(Rose Tan, a customer service operator at TAF, answers an inquiry from a customer. R: Rose C: Customer)R: Goodmorning,TAFcustomerservicehotline.MayIhelpyou?C: Goodmorning.Ihavesomequestionsonyourlatestshavingcream.R: Yes.WhatcanIdoforyou?C: Iusedyourproductyesterday,butmyfacefeltalittleuncom
73、fortableafterwards.IamnotsureifIfollowedtherightprocedure.R: Iamsorrytohearthat.Didyoucleanyourfacewithwarmwaterbeforeshaving?C: No,Iwashedmyfacewithcoldwater.Doesthatmattermuch?R: Well,warmwaterhelpstosoftenandloosenthehairinwinter.Anditsevenbetterifyouwaittwoorthreeminutesuntilyourskingetsthorough
74、lywet.Listening1-Task1C: Oh,Ididntdothat.IappliedthecreamrightafterIwashedmyface.R: Afteryouapplythecream,itsbesttomassageyourfacealittletomakesureyourhairgetsmoisturized.C: OK.Isee.Thankyou.R: Youarewelcome!Andthankyouforyourcall.Listening1-Task2(Rose Tan stops a customer outside a drugstore for an
75、 opinion survey.)Rose: Excuseme.ImfromtheCustomerServiceDepartmentofTAF.Iwonderifyoudmindansweringafewquestionsaboutourcompanysproducts.Customer: OK.Noproblem.Rose: Thanks.First,whydidyouchooseourproducts?Customer: Well,Idonthavemuchtimeforshopping.Oneofmyfriendstoldmeyourtoothpasteisquitegood,soIbe
76、ganusingit.Rose: Have you ever thought of using other brands oftoothpaste?Customer: IoccasionallyuseFlitzproductsforachange.Rose: IfyoucompareTAFandFlitz,whichonedoyouprefer?Listening1-Task2Customer: Well, both are very goodTAF whitens myteethwhileFlitzsmellspleasant.Rose: Do you think price is an i
77、mportant factor in yourpurchasingdecision?Customer: Notsomuch.Ionlybuyproductsthatmakemefeelgood.Rose: Well,thankyouverymuch.Youropinionsareveryvaluabletous.Listening2-Task1(Rose Tan presents a report to managers from other departments on customer feedback on their latest products.)Good afternoon,ev
78、eryone. According to opinion surveys weconducted on our latest products, some important detailsdeserveourattention.Altogether,wecollected500questionnaires.Amongthem,54%ofconsumersthinkthatweshould add more flavors to our Shining Toothpaste. Mint,strawberry and lemon are the three most preferred flav
79、ors.Twenty-sevenpercentofthemarenothappywiththebottleofourFloraShampoo.And21%ofconsumersfindtheshavingcreamalittleconfusingtouse.Theysuggestwegivethemmoredetailedinstructionsonhowtoapplyitproperly.Onethingveryinterestingisthat,ofthe500peopleweinterviewed75%saytheydontcaretoomuchaboutprice.Theybeliev
80、eexpensiveproductshavebetterquality.Thatsallformyreport.Thankyouforyourattention.Listening2-Task2(Rose Tan calls Ryan Huck, a customer she once interviewed, inviting him to attend an afternoon tea party.)Rose: Hello!ThisisRoseTanfromTAF. CanIspeaktoMr.Huck?Ryan: Yes,Ms.Tan.ThisisRyanHuck.Rose: Hi,Mr
81、. Huck.Iinterviewedyouaboutourproductslastmonth.Doyouremember?Ryan: Yes,Ms.Tan.Rose: Mr.Huck,couldIinviteyoutoateapartyattheGrandHotelonSaturdayafternoon?Ryan: Whatisitfor?Rose: Itisourcompanysannualeventtothankrepresentativesofourtrustedconsumers.Ryan: CanIaskwhatwewilldoattheparty?Listening2-Task2
82、Rose: First,youllwatchawonderfuldanceperformancewhile enjoying tea. Then we will have a show of ourlatestproducts.Eachguestwillhaveabagofproductsamplesasagift.Ryan: Soundsverynice!IthinkIcanmanagetocomeonSaturday.Rose: Thatwouldbegreat!Wewillbeexpectingyouat3:30.Seeyouthen!Ryan: Thanks.Goodbye!Rose: Goodbye.Watching1-Task1Watching1-Task2Watching2-Task1Watching2-Task2
