《服务外包英语》课件Unit 6 Dealing with Customers

ContentsPassageTwo4StartingUp1Listening&Speaking2PassageOne3LanguageLab7TipsforProfessionals

7Writing5Mini-project6StartingUpTask1Discussingroups.Listskillsorqualitiesapersonneedsifhe/shewantstojointheserviceindustry.Forexample,Startingup-1HavinggoodlanguageskillsBeingproactiveBeingpatientStartingup-2StartingUpExchangeyourideaswithclassmatesaboutwhatarethebestwaysinhandlingcomplaintsoveremail.Forexample,

TaskTwoBeginyouremailwith“Thankyou.”Explainwhyorhowtheproblemhappened.Offercompensationifapplicable.Startingup-3StartingUpWorkinpairsandlistthreeeffectivewaystokeepcustomersloyaltoyourcompany.

TaskThreeListeningListening&SpeakingDialogueOneDialogueTwoSpeakingTaskL-Task1Listening&SpeakingDialogueOne:Managing

OutsourcingRelationship1.execution:

n.whensomethingisdoneorperformed,especiallyinaplannedway

执行Example：1)Althoughtheoriginalideawasgood,itsexecutionhasbeendisappointing.虽然设想很好，但执行起来却令人失望。2)Everysellingplanmadebyhimisimpossibleofexecution.他所做的一切销售计划都是不能实现的。KeyWordsandExpressionsL-Task1Listening&SpeakingDialogueOne:ManagingOutsourcingRelationship2.phase:

n.anystageinaseriesofeventsorinaprocessofdevelopment

阶段Example：1)Thatprojectwouldenterasecondphaseatthebeginningof2012.该项目将在2012年初进入下一阶段。2)Theprojectisonlyintheinitialphaseasyet,butit'slookingquitepromising.

这个项目虽然刚刚起步，但却很有前景。KeyWordsandExpressionsL-Task1Listening&SpeakingDialogueOne:ManagingOutsourcingRelationship

3.hamper:v.topreventsomeonedoingsomethingeasily

阻碍Example：1)Carbontaxwillhamperthenewinvestmentprogram.烟尘排放税将阻碍新的投资计划。

2)Risingcostswerehamperingsupplyofthemetalasdemandgrew.随着需求量的上升，上涨的成本在制约金属制品的供应量。KeyWordsandExpressionsL-Task1Listening&SpeakingListeningTask:

Listentoanexcerptabouthowtomanageoutsourcingrelationshipandanswerthefollowingquestionsaccordingtowhatyou’veheard.Script1.Whatisthekeypracticefortheserviceproviderinmanagingoutsourcingrelationship?2.Whatcouldserviceproviderdotobuildalastingtrustwiththeclient?3.Whatpracticecankeeptheclientinformedoftheproject’sprogress?4.Whatpracticecouldthepartiesupgradethefuturegoals?L-1-ScriptListening&SpeakingExcerpt

Script

Managingoutsourcingrelationship

Managingalong-termoutsourcingrelationshipisnoeasytask.Ittakesmanyyearstomaintainoutsourcingrelationship.Theexperienceindicatesthatthepracticesandmindsetsarecommoncontributingfactorstoimperfectoutsourcingrelationships.Althoughthepartiesenterintoanoutsourcingagreementwiththeintenttoworkwelltogetherforalong-termrelationship,problemswillsurface.Foraserviceproviderthekeypracticeistohaveclearunderstandingoftherequirementsoftheclient.Secondly,everyprojectbetitsmallorbigmustbegivenequalimportance.Evenifaparticularprojectissmall,itmustbehandledwellanddeliveredontime.Thiscanbuildalonglastingtrustbetweentheclientandtheserviceprovider.Onceboththepartiesaresatisfiedwitheachother'sworkingnatureandotherbasicthings,ServiceLevelAgreementshouldbesignedsothattheprojectcanbemovedtotheexecutionphase.L-1-ScriptListening&SpeakingExcerptScript

Preciseplanningshouldbetherefromtheserviceprovider'ssideandtheclientmustbeawareofallthethingsandtheprogressoftheproject.Pre-definingofobjectivesandcriteriawillkeeptheclientinformedoftheprogressandtheserviceproviderwouldalsohaveanideaaboutwheretheystandinmeetingcustomerexpectations.Foranoutsourcingprojecttobesuccessfultheremustbeadedicatedteamonbothsides.Eachteamneedstobeawareofallaspectsoftheprojectandcaneasilyidentifyandresolveanyproblemintime.Usuallytheremightbehundredsofissuesduringtheimplementationofanyoutsourcingproject.Therefore,reviewmeetingsmustbeheldperiodicallyandthediscussioninthesemeetingscanupgradefuturegoalsandresolveissueswhichmightbehamperingthecompletionoftheprojectontime.L-Task2Listening&SpeakingDialogueTwo:EndingaBusinessRelationship

switch:v.toreplaceonethingwithanother,orexchangethings更换，转移Example：1）We’veswitchedthemeetingfromTuesdaytoThursday.

我们已经把会议时间从星期四改到星期五了。2）Foreigninvestorsareswitchingtheirfocusfromlocalsharestostakesinlocalcompanies.外国投资商开始把注意力从原来的本地股票转移到了本地公司的股份。KeyWordsandExpressionsL-Task2Listening&SpeakingListeningTask:

Listentothedialogueaboutendingabusinessrelationshipandjudgewhetherthefollowingstatementsaretrueorfalse.ThechangeintheplanistoendtheuseoftheservicesprovidedbyTechExperts.___________________________________________________

2.Themansuggeststheytelltheirbusinesspartneraboutthechangesimmediately.___________________________________________________________________3.ThewomanthinksTechExpertsreallydisappointsthemthistime.____________________________________________________________________

4.ThewomanholdstheviewthatTechExpertswillturnforthebetteraftertheylearnthemistakes.____________________________________________________________________

L-2-ScriptListening&SpeakingDialogueScript

Alan:Who’sgoingtoinformTechExpertsofourchangesintheplan?

Lisa:Youmeanaboutendingouruseoftheirservices?

Alan:Yeah,thecontractwesignedwiththemlastyearisalmostup,andaswedecided

lastmonth,we’llbegoingwithanothercompany.

Lisa:Ithinkweshouldwaituntilafterallofourcurrentprojectsaredone.Westillhavetwomoreintheirhands.

Alan:Okay,butIdon’twanttowaittoolongtotellthem,evenifwe’renothappywiththeirservice.Asaprofessionalcourtesy,weshouldletthemknowsoon.

Lisa:Thatmaybetruewithothercompanies,butTechExpertshasreallyletusdownthispastyear.Ifwedidn’thaveacontractwiththem,wewouldhaveswitchedcompanieslongago.

L-2-ScriptListening&SpeakingDialogueScript

Alan:Well,maybethey’lllearnfromtheirmistakes.Afterall,they’vebeeninbusinessalongtime.

Lisa:Yeah,butoldhabitsdiehard.Andifyouaskme,thecompanyisalmostoutofbusiness.It’sonlyamatteroftimebeforetheylosemostoftheircustomers,attheratethey’regoing.

Alan:Idon’tknowaboutthat,butIdoknowonething.It’sagoodthingyou’renottheirpublicrelationsrepresentative!SpeakingListening&SpeakingSpeakingTaskMakeadialogueaboutendingabusinessrelationshipwithanoutsourcingcompanyforitslongdelaysandlowqualityoftheservice.Workwithapartner,oneactingastheserviceprovider,theothertheclient.Passage1TextKeyWords

andExpressionsReadingTaskPassageOneText1-1WinningCustomersthroughEffectiveTelephoneEtiquette

Althoughmanybusinessesarenowofferingcustomerserviceviae-mailsandonlinechat,telephonecallsarestillmanybusinesses’primarycontact.Formanycustomers,atelephonecalltocustomerserviceisarelativelyquickwaytoresolveanyissuesandalsoreceivehumaninteraction.Havingpropertelephoneetiquettecanoftenmakeahugedifferenceinasatisfiedcustomer.Whenansweringthephone,besuretospeakclearlyandslowly.Donotmakeyourcustomersaskyoutorepeatyourself.Withmanybusinessesoutsourcingtheircustomerservicehelplines,aPassageOneText1-2customermaybedealingwithsomeonewhospeaksEnglishasasecondlanguage.However,therepresentativecanmanagethelanguagebarrierbyspeakingslowlyandclearly.

Itisveryimportantforacustomerservicerepresentativetoactuallylistentothecustomer.Thecustomerwantstofeelthattheyhaveyourundividedattention.Listentothecustomer’sinquiriesorrequestsandattempttoresolvetheissueasquicklyaspossible.Donotfrustratethecustomerbymakingthemrepeattheissuetendifferentwaysto10differentpeople.Ifyouareunsureoftheanswertotheirquestion,considersaying,“Iwouldliketotakeamomenttofindoutthecorrectanswertoyourquestion.DoyoumindifIputyouonhold?”

PassageOneText1-3Ifyoucannotresolvetheirissue,offerthematimelineforaresponse.Considersaying,“Iwillneedtospeakwithmymanageraboutthistomorrow.CanIcallyoubackbefore3pmwithananswer?”Whenmakingatimelinepromisetoacustomer,berealistic.Ifyoucannotprovidetheanswerbytomorrow,behonestandrequestafewmoredays.Itwillbeunacceptabletothecustomerforyoutomakeapromiseandthenneglecttomeetitsimplybecauseyouhaven’treceivedanansweryet.Asidefromtheconversationalskillsandcontent,thereareafewkeytipsthatcanstartatelephonecalloffright:PassageOneText1-4Answerthetelephonewithin3rings.Anymorethanthatandthecustomerwillbecomeangry.Makeuseofanansweringmachineforwheneveryoucannotreachthephone.Createamessagethatincludesyourbusinessname,hours,andfurthercontactinformation.Respondtomessagesleftwithin1businessday.Focusonthecustomer.Putdownthenewspaperandturnawayfromthee-mails.Whenansweringthetelephone,becourteous,yetefficient.Focusonthecustomer100%.Customerswillnoticeimmediatelyifacustomerservicerepresentativeismultitaskingorhavingabadday.Bytrainingyourrepresentativeshowtoanswerandhandlephonecalls,youwilloftenseeanoticeabledifferenceinsatisfiedcustomers.PassageOnen.anythingthatpreventspeoplefrombeingtogetherorunderstandingeachother障碍PassageOnebarriere.g.

1)theremovaloftradebarriers.2)Profitsatthatshoe-shopchainhavereportedlybrokenthroughthe£100mbarrierforthefirsttimeinits186-yearhistory.e.g.

1）Thecompany’sNewYear’sResolutionistofindouthowtostopfrustratingtheemployees.2）Thefactthatthemarketdemandisshrinkingfrustratestheinvestors.PassageOnefrustrate

v.tomakesomeonefeelannoyedorlessconfidentbecausetheycannotachievewhattheywant挫败，使沮丧1-Task1ReadingTask:

Tickthepropertelephoneetiquettethatismentionedinthepassage.

PassageOne__Thecustomerservicerepresentativecouldspeakwithaccentandbeaskedtorepeathim/herself.__Ifyoudon’tknowhowtoreplytothecustomers’questions,youcouldencouragethemtocallagainlater.__Youhavetopickupaphoneinnomorethan3rings.__Youcan’taskformoretimeinreplyingthecustomers.__Makegooduseofanansweringmachinewhenyoucouldnotreachthephone.__Youcouldanswerthetelephonewhilereplyinganemail.PassageTwoTextKeyWordsandExpressionsReadingTaskPassageTwoText2-1Convergys－TopOutsourcingCompany

ConvergysCorporation,agloballeaderinrelationshipmanagement,hasbeennamedtothe2010GS100ListofCompaniesthatDefineGlobalOutsourcing.ConvergyswasalsonamedtothelistsofTopBPOVendorsandTopCallCenterandCustomerManagementVendors.ThelistsarecompiledannuallybyGlobalServicesMedia,whichconnectsbuyersandserviceprovidersintheglobalITservicesandBPOindustry,andNeoAdvisory,aconsultingfirmthatleveragesoutsourcingandglobalizationtoenableorganizationaltransformation.PassageTwoText2-2PassageTwo"Asacompanythatdefinesglobaloutsourcing,Convergyshelpsoptimizeeverydayinteractions,turningthecustomerexperienceintoastrategicdifferentiatorforourclients,"saidAndreaAyers,ConvergysPresidentofCustomerManagement."Asasingle-sourceproviderofself-serviceandagent-assistedcare,Convergyssupportsitsclientsbycombininginnovativetechnologyandagent-assistedservicestooptimizethecustomerexperience."ThisrecognitionhelpsvalidateConvergys'commitmenttoprovidingasuperiorserviceexperiencetoourclientsandtheirText2-3PassageTwocustomersinallofourgeographies,"Ayersadded."Weareverypleasedtobeincludedonthelistofcompaniesthatdefineglobaloutsourcingbecausethishighhonorreflectssopositivelyonourclientsandontheunparalleledqualityanddedicationofourapproximately65,000employees.“TheGS100analysismodelfocusedonfourmainareasinwhichConvergysexcels:ManagementExcellence,includingrevenue,growth,profitability,thoughtleadership,innovationcapability,marketingexcellence,leadershipquality,riskmanagementmeasures,andotherperformanceindicators.

CustomerMaturity,includingnewcustomers,industries,andgeographiesrepresented,contractsizes,customercasestudies,complexityofprojects,etc.Text2-4PassageTwoGlobalDeliveryMaturity,suchasglobaldeliveryfootprint,typeofworkperformed,andexpansions.BreadthofServicesPortfolio,includingbreadthofcapabilitiesandserviceofferingsacrosstheindustry,domainexpertiseacrossindustries,vendormanagementpractices,andcategoryleadership.ConvergysCorporationisagloballeaderinrelationshipmanagement.Itserves25oftheFORTUNETop50companies,8oftheTop10commercialbanks,7oftheTop10communicationscompanies,7oftheTop10healthcareorganizations,7oftheTop10retailande-commercefirms,and7oftheTop10technologycompanies.

Text2-5PassageTwoWeprovidesolutionsthatdrivemorevaluefromtherelationshipsourclientshavewiththeircustomersandturnstheseeverydayinteractionsintoasourceofprofitandstrategicadvantageforourclients.Formorethan30years,ouruniquecombinationofdomainexpertise,operationalexcellence,andinnovativetechnologieshasdeliveredprocessimprovementandactionablebusinessinsighttowell-knownclientsallovertheworld.v.tospreadoruseresources(=money,skills,buildingsetcthatanorganizationhasavailable),ideasetcagaininseveraldifferentwaysorindifferentpartsofacompany,systemetc重复利用PassageTwoleveragee.g.

1）Reusablesoftwareisleveragedacrossmanyapplications.2）

Thesplittingupofthecompanycanhelpitleveragethebusiness-to-consumermodel.

v.tomakesomethingasgoodaspossible使优化，使完善PassageTwooptimizee.g.

Weneedtooptimizeouruseoftheexistingtechnology.2）

Weallocateourresourceseffectivelytooptimizebusinesspotential.

v.tomakesomethingofficiallyacceptableorapproved,especiallyafterexaminingit证实PassageTwovalidatee.g.Howtovalidatethedocumentsandinformationsubmittedbytheclients?2）Manyscientistsplantowaituntiltheresultsofthestudyarevalidatedbyfutureresearch.n.apromisetodosomethingortobehaveinaparticularway承诺PassageTwocommitmente.g.

1)Inordertostimulatetheeconomy,thecentralbankwillstrengthenitscommitmenttohold2)Ourcompanyhasacommitmenttoqualitycustomerservice.

n.hardworkoreffortthatsomeoneputsintoaparticularactivitybecausetheycareaboutitalot奉献PassageTwodedicatione.g.

1)Hehasalwaysshowngreatdedicationtothejob.2)Thebossthankedthestafffortheirdedicationandenthusiasm.n.somethingthatshowswhatasituationislike指示PassageTwoindicator

e.g.

1)Commoditypricescanbeausefulindicator

ofinflation.2)Allthemaineconomicindicatorssuggestthattradeisimproving.2-Task1PassageTwoReadingTask:

Readthepassageandanswerthequestions:1.HowdoesConvergysoptimizethecustomers’experiencetoporttheirclients?__________________________________________________2.WhatisConvergys’commitmenttotheirclients?___________________________________________________________________3.AccordingtoConvergysPresidentofCustomerManagement,whatdoesthehonorreflectabouttheirstaff?___________________________________________________________________4.AccordingtoGS100analysis,inwhichaspectsdoesConvergysexcel?__________________________________________________WritingWritingSample1Sample2WritingTaskW-sample1WritingSampleOneDearMr.Anderson,Thankyoufortakingthetimetocommunicatetouswhyourservicedidnotmeetyourexpectations.Wehaveeverydesiretoaddressyourneedsandprovidethebestsolutionavailabletoresolveyourissueassoonaspossible.Wewillbeincontactwithyouinthenextcomingdaytomakeourbestattemptinregainingyourconfidenceinourcompany.Inaddition,wewillfurtherevaluatehowwecanpreventthisproblemfromoccurringagaininthefuture.PleaseacceptoursincerestapologyforanytroubleorinconvenienceW-sample1WritingSampleOnewehavecausedyou.Again,wehighlyappreciateyourfeedbackasitwillassistusinbecomingbetteratwhatwedo.Aswithanybusinesslikeours,thegreatestadvertisingwecanhaveiswordofmouthfromasatisfiedcustomer.It’sourgoaltoretainyouasasatisfiedcustomerandwillhopetoserveyouagaininthefuture.Thankyou,JoanDowntonCustomerServiceExecutiveNanjingSunriseSoftwareDevelopmentCompan-sample2WritingSampleTwo25AprilDearMsMartin,Thankyoufortakingthetimetonotifyusofyourunsatisfactoryexperiencewithourservice.Wearetakingeveryactionpossibletomakesurethatthisproblemisrectifiedandweareabletoprovidethebestsolutionpossibletoyourinconveniences.Someonefromourteamwillbecontactingyouwithin48hourstoletyouknowhowweplantoresolvethisissue,andhopefullyregainyourconfidenceinourcompany.W-sample2WritingSampleTwoPleaseacceptoursincerestapologyforanytroublethismayhavecausedyou.Wehighlyappreciateyourfeedback,asitwillassistusinbecomingbetteratwhatwedo.Wehopefortheopportunitytoserveyouagaininthefuture,andwethankyouforyourcontinuedsupport.Thankyou,PeterSchrankManagerofCustomerSatisfactionTeam,RexaWindowLocks323(256)-5106WritingYouareworkingwithaBPOcompany.Recentlyyoureceivedacomplaintcallfromoneofyourclientsaboutpoorservicehereceived.Pleasewritehimacomplaintresponseletter.WritingTaskW-TaskMini-ProjectMini-ProjectYouareworkingwithaBusinessProcessOutsourcing(BPO)ServicesCompany.Nowthereisanothercompanyfindingyourcompanyasoneofthepotentialpartnerstomanagetheircustomerservice.Youhavetomakeapresentationtodemonstratehowyourcompanyexcelsinprovidingcustomerservice.Yourpresentationissupposedtobefocusedonhowtoincreasecustomersatisfactionlevels.TipsTipsforOutsourcingProfessionals

SkillSetsforCustomerCentricJobsCustomercentricjobscallforcertainuniqueskillsetsandthosewhopossessthemareusuallyspoiltforchoices.Soifyouarelookingtomakeacareerintheserviceindustry,herearesomekeycustomerserviceskillsetsthatyouneedtobrushupon.TipsTipsforOutsourcingProfessionals

Communicationskills:

Goodcommunicationisthelifebloodoftheserviceindustryandit'simportantthatyourcommunicationstylereflectsprofessionalism.Thismeansyourlanguageshouldbedevoidofgrammaticalerrorsandyoushouldbeabletodemonstrateasatisfactoryuseofwordchoicesothatyourcustomermaintainsconfidenceinyourskillsets.FollowtheT.I.Srule(Thinkit,Inkit,Sinkit).Whenyoucomeacrossanewword,makeanoteofitinyourpersonaldiaryandreaditoutloudatleasttwice.

Youneedtospeakinanupbeatandpositivetone.Thisenablesyoutoconnectwithyourcustomersandcolleaguesandalsobuildlonglastingrelationships.AlotofnegativeemotionsTipsTipsforOutsourcingProfessionals

likeanger,sarcasm,impatience,etcalsogetcommunicatedthroughyourtonesoit'simportanttowatchoutforit.Yourtoneshouldreflectempathya