世纪商务英语综合教程一unit4

Unit4

CustomerService

Customerserviceistheoverallactivityofidentifyingandsatisfyingcustomers’needs.Itisimportanttoeverycompanybecausewithoutcustomerstherewouldbenobusiness.Excellentcustomerserviceresultsin:

•highervisitornumbersandgreatercustomerdiversity;

•increasedsales;

•increasedpublicimage;

•survivalintermsofcompetition;

•satisfiedcustomersandgreaterjobsatisfactionforstaff;

•repeatbusinessandcustomerloyalty.Unit4

CustomerServiceCONTENTSTextBRealLifePracticeTranslationSkillsPracticalWritingLead-inTextAKnowledgeLinksTimeforFunLead-in1.ListeningDialogue11. Whatproblemdidthecustomerhave? A.Helostthekeytothecar. B.Thecardidnotmovewhenhegotinthecar. C.Theengineofthecarwasbroken.2. Whatwastherealproblem? A.Thereweretoomanytechnicaltermsaboutthecar. B.Themotorcouldnotbestarted. C.Hedidn’tknowthatheneededtousethekeytostartthecar.YouaregoingtoheartwodialoguesthathappenedonthehelplineforGeneralMotors.They

revealthatcustomerssometimescandrivethecompanycrazy.Listentothemandanswerthefollowingquestions.Lead-in1.ListeningYouaregoingtoheartwodialoguesthathappenedonthehelplineforGeneralMotors.They

revealthatcustomerssometimescandrivethecompanycrazy.Listentothemandanswerthefollowingquestions.Dialogue23. Whywouldn’tthecarmove? A.Thecarranoutofgas. B.Thegastankwasbroken. C.Themeteronthefrontpanelwasbroken.4. Whywasthecustomersoangryaboutthecar? A.Heneededtoinstallagastankintothecar. B.Thecarwastooexpensive. C.Hewasnotwillingtopayanythingmoreforthecar.Lead-inListentothepassageandfillintheblankswiththemissinginformation.2.SpotDictation

OurCustomerServiceCallCenterof5to8teammembersiscurrentlyhandlingapproximately500to800___________aday.OurCallCenterisopenfrom_______until5:30p.m.,MondaythroughFriday.Ourteamusesan___________________tohandleincomingcallsforourclients.Wedonotmakeany_________fromourCallCenter.

Candidatesforthispositionmustbeabletohandle_____________,beabletodomultitask,haveaprofessional____________,andhaveanupbeatpersonalityandagood_____________.Gooddataentryskillsareaplus.

Weoffera________________withagreatbenefitspackageforfull-timeemployees.Pleasesendyourresumewithacoverletterandsalaryrequirementstojobs@armstrong.netorfaxto____________(Attn:CustSvc).Nophonecallsplease.

JoblocationisFairfax,VA22030.

Compensation:______________(basedonexperience).incomingcalls8:45amInternet-basedsystemsalescalls80callsperdayphonemannersenseofhumorcompetitivesalary703-591-5785$9/hrto$15/hrLead-inThefollowingissueisconnectedwithcross-culturalcommunication.Discussthequestionswithyourpartnerandmakeapresentationtoexplainyourlist.3.DiscussionRole1—Customer

You’vejustboughtacellphonebutitdoesnotwork.Soyoucallthehelplinetosolvetheproblem.Makeupanydetailyouthinknecessarytoconveythemessageclearly.Role2—HelpLineAssistant

Youreceiveaphonecallfromacustomerclaimingthatthecellphonehe/sheboughtdoesnotwork.Listentohis/hercomplaintandmakeexplanationspolitelytothecustomertosolvetheproblem.TextA1. Whatisthereasonforputtingcustomersatisfactionontopofacompany’sconcern?2. Whatbenefitswillsatisfiedcustomersbringtothecompany?3. Whatcouldhappentoacompanyifitdoesnotkeeppromises?4. Whydomanycompaniestrytosurprisetheircustomerswithunexpectedvalue?5. Whatcanacompanydotoshowitsrespecttocustomers?Readthepassageaboutthemarketingconceptandanswerthefollowingquestions.1.ReadingTextACustomerSatisfactionIsYourBusiness

Regardlessofwhatbusinessyouarein—youarereallyinthebusinessofsatisfyingcustomers.Thedegreeofcustomersatisfactionyoudeliverdeterminestheleveloflong-termsuccessyouwillachieveinbusiness.

Don’tjustmakesales.Createcustomers—satisfiedcustomers.Inadditiontotheimmediateprofittheyprovideonthefirstsalesatisfiedcustomershelpyoubuildyourbusinessintwootherimportantways:

•Theybecomeareservoirofrepeatbuyers.Forsomebusinessesthatmeansrepeatbuyersformoreofthesameproductorservice.Foreverybusinessitmeansbuyersforadditionalproductsandservices.

•Theyautomaticallyrefermorebusinesstoyoufromtheirfriendsandbusinesscontacts.Thisishighlyprofitablebusinessforyoubecauseitdoesn’tcostyouanytimeormoneytogetit.

Nevermakeanypromisesyoucan’torwon’tkeep.Nothingdrivesawaycustomersfasterthangettingsomethinglessthantheyexpectfromabusinesstransaction.Theywon’tdobusinesswithyouagain.Andtheywilltelleverybodytheyknowabouttheirunhappyexperience—causingyoutolosefuturecustomersTextA

“Overdeliver”onqualityandservice.Alwaysexceedyourcustomers’expectations.Youwillwintheirlong-termloyalty.Italsomakesitdifficultforcompetitorstostealcustomersfromyou—eveniftheyhavelowerprices.Customerswillnotriskanuncertainexperiencewithacompetitorwhentheyknowtheywillgetmorethantheyexpectfromyou.TextA

Letyourcustomersknowyouarealwaysthinkingaboutthem.Communicatewiththemregularly.Forexample,createsomespecialdealsjustforyourexistingcustomers.Andannouncenewproductsorservicestothembeforeyouannouncethemtothegeneralmarket.

Youareinthebusinessofsatisfyingcustomersregardlessofwhatproductsorservicesyouprovide.Thesatisfiedcustomersyoucreatewillhelpyoubuildyourbusinessbybecomingrepeatbuyersandbyreferringnewbusinesstoyoufromtheirfriendsandassociates.TextATextAA. AlwaysGiveCustomersMoreThanTheyExpectB. NeverPromiseMoreThanYouDeliverC. MakeCustomerSatisfactionYourTopPriorityD. LetCustomersKnowHowMuchYouValueThemPart1Chooseanappropriateheadingforeachofthetipsandputthemintheappropriateblankspacesinthepassage.2.Comprehension(

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)3214TextA1. Thelong-termsuccessofbusinessdependsonthedegreeofcustomersatisfaction.2. Satisfiedcustomerscanbecomefreeadvertisingfortheywillbringmorebusinessesfromtheiracquaintances.3. Whendealingwithcustomercomplaints,businessownersshouldconsidertheirimmediateprofitsfirst.4. Consumerswillalwayschooseproductswithlowerprices.5. Serviceprovidersshouldattracttheircustomersbyprovidingextraservicesfreeofcharge.(

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)TTFFTPart2DecidewhetherthefollowingstatementsareTrueofFalse.2.ComprehensionTextA1.reservoirA. tomakeagreatefforttoachievesomething2.rewardB. togivesomethingtosomeonebecausetheyhavedonesomethinggood3.preserveC. thequalityofremainingfaithfultoyourfriends,principles,etc.4.referralD. tochangeormakesomethingchange5.loyaltyE. alargeamountofsomethingthathasnotyetbeenused6.incentiveF. tosavesomethingorsomeonefrombeingharmedordestroyed7.endorsementG. somethingwhichencouragesyoutoworkharder,startnewactivitiesetc.8.creditH. formalandexplicitapproval9.convertI. anarrangementthatmakesitpossibleforyoutobuysomethingandpayforitlater10.striveJ. theactofsendingsomeonewhoneedshelptoapersonorplacethatcanprovideitEBFJCFHIDAPart1

Matchthewordsorphrasesontheleftwiththedefinitionsontheright.3.VocabularyTextAincentive credit steal transaction endorsementconvert preserve referral loyalty refer...to...1. Despitefineactingbyseveralwell-knownstarsitwasayoungnewcomerwho____theshow.2. Mycomplaintwiththestorewas__________themanufacturers.3. Paymentsbychequeeasilyoutnumberedcash___________.4. Thedoctorwillgiveyoua_______toaspecialistinyourarea.5. Thestockscanbeeasily_________tocash.stolePart2Completethesentenceswiththefollowingwordsorphrases.Changetheformwherenecessary.3.VocabularyreferredtotransactionsreferralconvertedTextAincentive credit steal transaction endorsementconvert preserve referral loyalty refer...to...6. Wewantto________thecharacterofthetownwhileimprovingthefacilities.7. Awardsprovidea(n)________foryoungpeopletoimprovetheirskills.8. Theelectionvictoryisaclear____________oftheirpolicies.9. Thecompanypromisedtoprovide______tocustomerswhohadbeenchargedtoomuch.10. A(n)______cardisacardgivenbyashop,supermarket,etc.thatgivescustomerswhooftenbuythingsthereadvantagessuchaslowerprices,moneybackongoods,etc.preservePart2Completethesentenceswiththefollowingwordsorphrases.Changetheformwherenecessary.3.VocabularyincentiveendorsementcreditsloyaltyTextAPart1TranslatethefollowingsentencesintoEnglish,usingthewordsorphrasesgiveninthebrackets.4.Translation1. 没有奖励，他们工作就不太努力。(incentive)2. 课程除了介绍一般的电脑知识外，还提供实际操作的机会。(inadditionto)Theydon’tworkveryhardifthereisnoincentive.Inadditiontogivingageneralintroductiontocomputer,thecoursealsoprovidespracticalexperience.TextA4.Translation3. 你应该养成每五分钟将正在编辑的文件存盘一次的习惯。(getinto)4. 她不曾想象自身积蓄着如此大的力量。(areservoirof)Youshouldgetintotheroutineofsavingthedocumentyouareworkingoneveryfiveminutes.Shefoundshehadareservoirofunexpectedstrength.Part1TranslatethefollowingsentencesintoEnglish,usingthewordsorphrasesgiveninthebrackets.TextA4.Translation5. 银行对每项业务的办理都收取一定的费用。(transaction)Thebankchargesafixedrateforeachtransaction.Part1TranslatethefollowingsentencesintoEnglish,usingthewordsorphrasesgiveninthebrackets.TextA4.TranslationPart2TranslatethefollowingsentencesintoChinese.

Businessesemployingeffectiveleadersrecognizethatloyalcustomersarethedrivingforceofafirm’sproductsandservices.Companiesunderstandingthisprinciplehavetheabilitytosustainandenhancecustomersatisfaction.Businessesprovidinghigh-levelproductsandservicesgainincreasingcustomerloyaltyandsatisfactionbyfocusingontheneedofconsumers.Companieshavearesponsibilityinensuringthatcustomersaretreatedwithdignityandrespect,andconsumershaveatendencytofrequentbusinessesthatlistentotheirvoiceandprovidealevelofappreciationandgenuineness.Therefore,empoweringtheworkforceincreatingandimplementingtechniquestowinloyalcustomerisanessentialrequirementforthelong-termsuccessofthebusiness.拥有高效能领导者的公司都认为忠诚的顾客是公司产品和服务的推动力。能够理解这一原则的公司就会拥有保持和增加顾客满意度的能力。提供高质量产品和服务的公司通过关注顾客需求来获得顾客的忠诚和满意。公司有责任确保顾客获得尊严和尊敬，消费者也倾向于频繁光顾愿意倾听他们的诉求并向他们表示感激和真诚的公司。因此，让工作人员去创造并实施赢得忠诚客户的技巧是公司保持长期成功的必要条件。TextAReadthefollowinglistforbetterunderstandingofthecustomerservicestrategies.Canyouthinkofsomemorethatabusinesscanusetopleaseitscustomers?Discussitwithyourpartnerandmakealistofthem.Trytobecreative.5.Discussion10CustomerServiceTips• Engagewithyourcustomerinafriendlyconversation,andthecustomerismorelikelytorespondinapositivemanneranddevelopconfidencewithyou.• Findoutwhatthecustomerswantandassistthemtogetwhattheywant.• Beknowledgeableaboutyourbusinessandshowwhatyoucandoforthecustomer.• Addcoupons&promotionsinyourE-mailmarketing.• Offergiftcardstoyourcustomerssotheycaneasilyshareyourwebsitewithothers.• Implementlivechatonyourwebstore.• Offeramonthlyproductgiveawaytocustomersthatsignupforyouronlinenewsletter.• Increaseyourcallcenterhourstotakeintoaccountextremelyearlyandlateorders.• Ifacustomermakesarequestforsomethingspecial,doeverythingyoucantosayyes.• Thankthecustomers.TextBTesco

Tescoisoneoftheworld’sleadinginternationalretailers.SincethecompanyfirstusedthetradingnameofTesco,inthemid1920s,thegrouphasexpandedintodifferentformats,differentmarketsanddifferentsectors.Theprincipalactivityofthegroupisfoodretailing.Itoperatesover5,000storesin14countriesacrossEurope,AsiaandNorthAmericawithasalesrevenueofover￡67billionsin2011.Nowthegroupemploysover492,000peopleinitsbusinessesaroundtheworld.Tesco’sCorePurpose

TescoaimstodeliveraconsistentlystrongcustomerofferoneveryvisitandeverytransactionbyfocusingontheGroup’scorepurpose:Tocreatevalueforcustomerstoearntheirlifetimeloyalty.

ThiscorepurposeisdeliveredthroughtheTescokeyvalues:

•Noonetriesharderforcustomers:

Understandcustomers. Befirsttomeettheirneeds.

Actresponsiblyforourcommunities.

•Treatpeoplehowweliketobetreated:

Workasateam.

Trustandrespecteachother.

Listen,supportandsaythankyou. Shareknowledgeandexperience.TextB

Oursuccessdependsonpeople:thepeoplewhoworkwithusandthepeoplewhoshopwith

us.WhetherinIrelandorIndia,TurkeyorThailand,ourvaluesletourpeopleknowwhatkindofbusinesstheyareworkingforandletourcustomersknowwhattheycanexpectfromus.

Tescoisanenvironmentbasedontrustandrespect.Wehavelearntovertheyearsthatifcustomerslikewhatweoffer,theyaremorelikelytocomebackandshopwithusagain.IftheTescoteamfindwhatwedoisrewarding,theyaremorelikelytogothatextramiletohelpourcustomers.Weregularlyaskourcustomersandourstaffwhatwecandotomakeshoppingwithusandworkingwithusthatlittlebitbetter.Bybelievingthevalueswecreateagoodplacetoworkinandonewheregreatserviceisdelivered.ProvidingCustomerswithHealthyChoices

Ourfirstpriorityistoprovidesafe,goodvaluefoodforourcustomers.Thisismorechallenginginsomemarketsthaninothers,butwearecommittedtoupholdinghighstandardsoffoodsafetyacrosstheworld.Wehaveaclearroletoplayinmakinghigh-qualityfoodsaffordabletoeveryone,andingivingcustomerstheinformationtheyneedtomakehealthyfoodchoices.TextB

Providingcustomerswiththemeanstomakehealthychoices:

•Makinghealthyoptionsaccessibletoeveryonethroughpriceandpromotions,healthyranges,

andbyreformulatingourproducts.

•Providingthebestinformationonthenutritionalvalueofourproducts,andonhowourstaffandcustomerscanlivehealthylives.

•Makingitmoreattractivetoleadanactivelifestyle.OurEveryLittleHelpsStrategy

Shoppingtrip:Customershavetolduswhattheywant—clearaisles,tobeabletogetwhattheywantatagoodprice,noqueues,andgreatstaff.WecallthisourEveryLittleHelpsShoppingTripforcustomersanduseiteverydaytoensurewearealwaysworkinghardtomakeTescoabetterplacetoshop,athomeandabroad.

Agreatplacetowork:Ourstaffhavetolduswhatisimportanttothem—tobetreatedwithrespect,havingamanagerwhohelpsthem,havinganinterestingjobandanopportunitytogeton.HelpingachievewhatisimportanttoourstaffwillhelpustodeliveranEveryLittleHelpsShoppingTripforourcustomers.TextB

Thewaywework:ThewayweworkishowwedeliverEveryLittleHelpstomakeTescoabetterplacetoshopandworkin.WeusesimpleprocessessothatshoppingisBetterforcustomers,Simplerforstaff,andCheaperforTesco.TextBTextBPart1Completethetableofthebasicinformationofsigningthecontractaccordingtothepassage.1.ComprehensionTescoThemainbusinessactivityinTescoNumberofemployeesTesco’skeyvaluesTheprincipalactivityofthegroupisfoodretailing.492,000Keyvaluesincludetwoaspects:1. Noonetriesharderforcustomers:— Understandcustomers.— Befirsttomeettheirneeds.— Actresponsiblyforourcommunities.2. Treatpeoplehowweliketobetreated:— Workasateam.— Trustandrespecteachother.— Listen,supportandsaythankyou.— Shareknowledgeandexperience.TextBPart1Completethetableofthebasicinformationofsigningthecontractaccordingtothepassage.1.ComprehensionTescoTesco’scorepurposeThepurposeofTesco’sshoppingtripstrategyThemethodsTescousedtomakeitselfagoodplacetoworkinKeypointinTesco’s“thewaytowork”strategyTesco’scorepurposeistocreatevalueforcustomerstoearntheirlifetimeloyalty.ThepurposeofTesco’sshoppingtripstrategyisforcustomersanduseiteverydaytoensurewearealwaysworkinghardtomakeTescoabetterplacetoshop,athomeandabroad.Themethodsinclude:treatingstaffwithrespect,havingamanagerwhohelpsthem,havinganinterestingjobandanopportunitytogeton.ThekeypointsareshoppingisBetterforcustomers,Simplerforstaff,andCheaperforTescoTextBPart2DecidewhetherthefollowingstatementsareTrueorFalse.1.Comprehension1. Tescoisthebiggestworldleadinginternationalretailer.2. Thereareover2,500Tescostoresallaroundtheworld.3. CreatingvalueforcustomerstoearntheirlifetimeloyaltyisoneoftheTesco’scorepurposes.4. TheprincipalactivityofTescoisclothselling.5. StaffinTescobelievethatrespectisnotimportanttothem.(

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community reformulate nutritional revenue principalaffordable consistently uphold aisle geton1. Dogolftournamentsbenefitthe__________?2. Itseesonlineadvertisingasanunreliablesourceof_______.3. Appledelivers___________higherprofitmarginsthanNokia.4. Eveninthewestthereislittlechanceofstablejobsor_________education.5. Duringnegotiationsitisusuallynecessaryto__________strategiesandpositions.communityPart1Completethesentenceswiththefollowingexpressions.Changetheformwherenecessary.2.VocabularyrevenueconsistentlyaffordablereformulateTextB

community reformulate nutritional revenue principalaffordable consistently uphold aisle geton6. Hestarteddownthecentre____.7. Giventhesechallenges,bothdevelopedanddevelopingcountriesmust______andenforceintellectualpropertylaws.8. Cookingvegetablesreducestheir__________value.9. CommentatorsonglobalEnglishaskthree________questions.10. Lily’s_________verywellinRussian.Shelearnsveryquickly.aislePart1Completethesentenceswiththefollowingexpressions.Changetheformwherenecessary.2.VocabularyupholdnutritionalprincipalgettingonTextBPart2Completethesentenceswiththerightformofthewordsinthebrackets.2.Vocabulary

1. Morethanhalfoftreasurydebtisheldabroad__________(principal)byforeigncentralbanks.2. Theseare___________(consistent)clearpolicieswhichweareputtingintopractice.3. Shebelievesthe___________(community)canlearnfromeachother.4. _________(Uphold)thecontentvisionthroughanentireprojectisnoeasytask,andsometimesitmeanshavingtocompromise.5. Today,thetypicalIndianmiddle-classhouseholdcanonly_