unit-5-Customer-service

+Attheendofthisunityoushouldbeableto+developtheconceptionofcustomerservice+knowtheimportanceofcustomerservice+befamiliarwithhowtoservecustomers+Takegoodcustomerservicepolicy+usethebasictermsconcernedPre-readingActivity1CustomerserviceAfter-salesservicesatisfactionProduct/qualityPrice/qualityreputationCommunicationpromiseFeedback/impressionCustomer/complaint+complaintosb.aboutsth.+向某人投诉某事+askforimmediatereplacementwithfreedelivery+要求立刻替换并免费运送+refund退款+scottisabusinessmanwhounderstandstheroleofqualityasseenthroughtheeyesofthecustomer.+Asseenthrough=ashas/havebeenseenthrough+译一译：+他明白顾客的眼里所看到的质量的重要性asdone其实质就是as引导的一类非限制性定语从句（as充当关系代词做主语，先行词是as前的名词，从句的谓语是be+done的被动语态结构）这类句子的特殊省略形式：”按照/正如...所...的，”+Ineachofhisrestaurantsheoccasionally（adv.偶尔）cooks,cleans,waitsattables,greetsandseats（vt.使…坐下；）customersandbringsthemthebill.+Whenever（无论何时）hegoesintooneofhisrestaurants,hewalksthroughthecustomerentrance.Hewantstoseewhathiscustomersseewhentheycomeintohisrestaurantforthefirsttime.+Ifthereiseventheslightestcomplaintfromhiscustomers,healwaysapologizes,respondstothecomplaintandoffersafreedrinkordessert,orafreemealifthecomplaintisserious.+Hemakesanoteofthecomplaintinthenotebookhealwayscarrieswithhimandrecordsthecostofcorrectingthecomplaintasacostofcustomersatisfaction.+记录纠正投诉的费用，作为令顾客满意的成本Wheneverhegoesinto…..Hewalksthrough…Hewantstoseewhathiscustomersseewhentheycomeinto….Ifthereiseventheslightestcomplaintfrom…Hemakesanoteofthecomplaintinthenotebookhealwayscarrieswithhimandrecordsthecost…..让步状语从句宾语从句时间状语从句条件状语从句定语从句And引起的并列句+T+F--OFTEN+F---isgoodat+T+1.necessary2.improve3.customer+4.reason5.course6.intend+7.communication8.discuss+9.contact10.answering+expressionsandphrases:+inparticular尤其，特别+Customercare客户服务，关系+Dailybriefing日常简报+Answeringmachine答录机+Personaltouch私人的接触+takingtablereservation前台预订Words+1.complain+2.claim+3.replacement+4.refund+5.deliver+6.defect+7.reject+8.correctionChineseTranslations+抱怨，投诉+索赔+更换，替换+退还，退款+递送，交付+缺点，缺陷+拒绝+改正，纠正+attempttodosth+boost+economy/growth/business+employee/employer+Itisessentialtodosth+ex-外部的，外面的+sth.illustrate+that+increase+尝试去某事+刺激经济，增长率，士气++做某事非常重要+e.g.Exit，exterior+某个研究表明+(数量)增长++beloyaltosb.+outperform+productiveadj.+requiresb.todosth+requirementsn.+environmentally-friendly+receptiondesk前台+忠于某人+指成就，成绩，业绩方面超过某人+产量大的，生产力旺盛的+要求某人做某事++要求+对环境友好的，无污染的+1.AguestattheShangri-laHotelinShenzhenwasattemptingtoturnontheradioinhisroom.Nomatterwhichbuttonhepushed,theradiowouldnotplay.Finally,theguestreportedadefectiveradio.Ahotelemployeesoonarrivedattheguest’sroomwithanewradio(Withsth.通常在句中充当伴随状语),aboxofchocolates,andflowers.+Heshowedtheguesthowtowork(使…运转)theradio,anditplayedperfectlyandthenpleasantly(令人愉悦地)excitedtheroom.Ofcourse,theguestfeltveryhappyandsatisfied（感到满意）.Sincethen,eachtimehecametoShenzhenhewouldliketoliveattheShangri-laHotel,sometimeswithhisfriends.+2.Thisstoryshowsifyouarecaringaboutandfriendlytoyourcustomers,theywillcomebackandbeloyaltoyou.Italsoillustrates（说明）theimportanceofcustomer-friendlyservicedesign.Loyalcustomerspurchasemoreproducts,takenewcustomersandaremorepleasant（令人愉悦的）togetalongwith.Justa5%increaseincustomerretention（顾客回头率）canincreaseyourprofitsbyasmuchas100%.+翻译见NOTE+Task:Trytofindthefollowingexpressionsinpara.2+careaboutsth关心，在乎某事+carefor喜欢，喜爱takecareofsb.照顾某人+Befriendlytosb对某人友好+beloyalto对…忠诚+getalongwithsb.与某人相处+Increaseinsth在某方面增长+3.Customersareeverywhere.Co-workersandbossesareyourinternalcustomers.Thepeoplewhobuyyourproductsandservicesareyourexternalcustomers.+Internal/externalcustomer内在/外在客户+Question:Whatkindofclauseistheunderlinedpart?+attributiveclause定语从句+Havingagoodcustomerserviceandcustomersatisfaction（动名词词组作主语）requiresthecommitmentofmanagement,supervisorsandfrontlineemployeestocreateandmaintainastrongbusinessphilosophyandculture.+拥有好的客户服务和客户满意度要求管理层、管理者和一线员工承诺去建立并维持牢固的商业理念和文化。Requiresbtodosth要求某人某事+Inotherwords（换句话说）,customerloyaltyistheresponsibilityofeveryemployeewithinanorganization.+Loyalty-focusedcompaniesoutperformtheircompetitorseachandeverytime,anddothelittlethingsthatcompetitorsforgettodo(定语从句).+客户忠诚度高的公司无时无刻不在超越自己的竞争对手，是因为他们做了对手们忽略去做的事。+Masteringtheseaspects（方面）means（v.意味着）becomingmorecompetitiveinthemarketplacetoday.+4.Somepeopleevensaythatexceptionalcustomerserviceistheonlythingthatwilldifferentiateyourbusinessfromyourcompetitors.+有些人甚至说，卓越的客户服务是唯一能让你的企业有别于竞争对手的东西。+Inorderforabusinesstogrow,itisessentialtodevelopastrongcustomer-focusedculture.+为了企业的发展，必须建立一种强大的以客户为中心的文化。（见P69）+1.DifferentiateAfromB把A从B区分出来+2.Itisessentialtodosth+extremelyimportantandnecessary+极其重要的；必不可少的e.g.Itisessentialtobookinadvance.+提前预订是完全必要的。+4.Ifyouwalkintothesuccessfulinternationalcompanies,youwillfindtheyallhavesuchdepartmentsascustomerservice,callcenterandhelpdesk.Becausetheyincreaseproductivity,improveservicequalityandboostcustomersatisfaction,loyaltyandretention.(见P70)+一、suchas的用法1.表示举例,意为“例如,诸如此类的”,相当于like或forexample.这类结构既可表现为“名词+suchas+例子”,也可表现为“such+名词+as+例子”.E.g.Ienjoysongssuchasthisone.=Ienjoysuchsongsasthisone.我喜欢像这首歌一样的歌.+Activity7+1.A同义替换create=develop