英语 第四册（五年制高职）4课件 Unit4 Customer Service

CustomerServiceUnit4英语4职业模块Aftercompletingthisunit,youwillbeableto:UnderstandwhatmakesexcellentcustomerserviceMakeandrespondtocomplaintsWriteanemailtofollowuponacustomercomplaintMakesuggestionsforaschoolcanteenRecognisetheimportanceofdeliveringgoodcustomerserviceLearningObjectivesCONTENTS01/Warm-Up02/Reading03/GrammarandUsage04/IntegratedSkills

05/ExtendedReading06/Real-LifeActivity07/Self-Assessment08/WordsandExpressionsPART01Warm-UpMatchtheservicepersonnelwiththeirduties.1hotelreceptionistdeliverypersonwaiterflightattendantDeliversgoodsfromstorestocustomersTakesbookings,checksguestsinandoutofthehotelGreetspassengers,showssafetyprocedures,andservesmealsanddrinksHandsoutmenus,takesmealorders,andbringsmealstocustomersWhatisthebestcustomerserviceyouhaveeverexperienced?Shareitwithyourpartner.2Questionsyoumayconsider1.Whenandwheredidittakeplace?2.Whathappenedatthetime?3.Howdiditmakeyoufeel?4....PART02ReadingCustomersatisfactionstartswithmeetingbasicneeds,butthesuccessliesinexceedingexpectations.Readtodiscoverhowexceptionalcustomerservicecantransformordinarytransactionsintomemorableexperiences.Wheredidtheseoutstandingcustomerservicestoriestakeplace?OutstandingCustomerServiceStoriesCustomerserviceexcellenceisessentialforanorganisation’ssurvivalandgrowth.Asatisfiedcustomeristhebestformofadvertisement.Intoday’sbusinessworld,theimportanceofcustomerservicecannotbeoverstated.Herearesomeinspiringexamplesofexceptionalcustomerservice.BestBeijingroastduckinChinaDuringmybriefstayinBeijinglastmonth,alocalfriendrecommendedasmallrestaurantnotedforitsfamousBeijingroastduck.Ibelieveherrecommendationwasbasedontherestaurant’sexceptionalservice,whichwasthebestIhadexperiencedinChina.Ivisitedtherestaurantforlunch.Astaffmemberguidedmetoatableandhandedmethemenu.WhenImentionedthatIwantedtoorderhalfaduck,shesmiledandaskedifIwouldlikesometea.Politely,Ideclinedandrequestedwarmwaterinstead.EnjoyingBeijingroastduckisasmuchaboutappreciatingaworkofartasenjoyingadeliciousdish.ThechefevendemonstratedthecarvingprocesseventhoughIhadorderedonlyhalfaduck.Thewaitressensuredmyglasswasalwaysfullandthoughtfullypointedoutthewashroomwithoutmeneedingtoask.ItwasanexperienceIwillneverforget.Neo’sSavedtheDayJackwasthebestmanathisfriend’swedding.HehadorderedhisshoesfromNeo’s,atop-rankingonlineshop,andchosen3-dayshippingtoensuretheywouldarriveontime.However,allhisplanswerespoiledwhenthedeliverycompanysentthepackagetothewrongaddress.Withjustonedayleftbeforethewedding,Jackcontactedthestoreforassistance.Neo’srosetotheoccasion,immediatelysendingareplacementpairofshoesovernightatnocostandissuingafullrefundfortheoriginalorder.Jacksharedhisexperience,statingthatNeo’shadsecuredhimasalifelongcustomer.Excellentcustomerservicebeginsonthefrontline.Whenfront-linestaffgoaboveandbeyond,seeingcustomersasmorethanjustbusinessdeals,theycreatememorablecustomerservicestories.优秀客服的故事优质客服对公司的生存和发展至关重要。满意的客户便是最佳的广告。在当前的商业环境中，客服的重要性无论怎么强调都不为过。以下是几个卓越的客服故事，能给我们带来启发。

中国最好的北京烤鸭

上个月我在北京短暂逗留期间，一位当地朋友向我推荐了一家以北京烤鸭著称的小餐厅。我相信她的推荐源于这家餐厅的卓越服务，那是我在中国享受到的最出色的服务。

我去这家餐厅吃午饭。一位工作人员把我引到座位，递上菜单。当我表示只需半只鸭子时，她依然笑容满面，询问我是否需要茶水。我礼貌地谢绝了，只要了热水。

品尝北京烤鸭既不仅是在享受美味佳肴，更是在欣赏一件艺术品。尽管我只点了半只鸭子，厨师还是为我展示了片鸭的整个过程。服务员始终确保我有充足的热水，甚至在我未询问之前，就主动指点了洗手间的位置。那是一次令人难忘的服务体验。

NEO鞋店急救燃眉之急杰克要在朋友的婚礼上当伴郎。他从顶级网店Neo's购买了鞋子，为确保鞋子按时送达，他选择了3天送达服务。然而，快递公司把包裹送错了地址，他的所有计划都被打乱了。婚礼仅剩一天，杰克联系了那家网店寻求帮助。Neo’s立刻采取措施解决问题，连夜免费为他寄送了一双新鞋，并对原订单全额退款。杰克分享了他的经历，表示自己成为了Neo’s的忠实顾客。优秀的客服始于一线员工。如果一线员工的服务远超顾客预期，将顾客视为不仅仅是买家，他们便创造出了令人难忘的客服故事。Completethechartaccordingtotheinformationinthepassage.1UnderstandingtheTextBusinessServiceexperienceBeijingroastduckrestaurantAstaffmember___________atableandhandedmethemenuuponarrival.WhenImentionedthatIwantedtoorderhalfaduck,thestaffmember_______andaskedifIwouldlikesometea.Thechefeven_____________thecarvingprocesseventhoughIhadorderedonlyhalfaduck.Thewaitressensuredmyglasswasalwaysfullandthoughtfullypointedoutthewashroom_______________________.Neo’sonlineshopJackcontactedNeo’swithonlyonedayleftbeforehisfriend’swedding.Neo’srosetotheoccasion,__________________areplacementpairofshoesovernight______________________.Additionally,Neo’sprovidedafull________

for

theoriginalorder.guidedmetosmiledwithoutmeneedingtoaskimmediatelysendingatnocost/freeofchargerefunddemonstratedTickthestatementsthataretrueaccordingtothetext.21.Businessestodayarepayinglessattentiontocustomerservice.2.Thewriter’slocalfriendrecommendedthesmallrestaurantbecauseofthedelicioustasteofitsroastduck.3.Thechefdemonstratedthecarvingprocess,enhancingthediningexperience.4.Neo’sofferedareplacementpairofshoesbutrefusedtoprovideafullrefundfortheshoes.5.JackspokehighlyofNeo’scustomerservice.…theimportanceofcustomerservicecannotbeoverstatedpara1.sentence3exceptionalservicepara2.sentence2…issuingafullrefund...para6.sentence2√√para6.sentence3para4.sentence2Accordingtothetext,whatdefinesexceptionalcustomerservice?Andhowcouldfront-lineservicepersonneldeliverexcellentcustomerservice?3LanguageFocus1.Customerserviceexcellenceisessentialforanorganisation’ssurvivalandgrowth.(para.1,line1-2)优质客服对公司的生存和发展至关重要。survivaln.

生存；存活；幸存thestruggle/battle/fightforsurvival为生存而斗争/战斗/拼搏Hisonlychanceofsurvivalwasahearttransplant.只有进行心脏移植，他才有望活下去。Hewastoldthathehadaonein500chanceofsurvival.他被告知有五百分之一的生存机率。LanguageFocus2.Intoday’sbusinessworld,theimportanceofcustomerservicecannotbeoverstated.(para.1,line3-4)在当前的商业环境中，客服的重要性无论怎么强调都不为过。overstatev.

夸大；言过其实Theseriousnessofthecrimecannotbeoverstated.这一罪行的严重性怎么说也不为过。LanguageFocus3.Herearesomeinspiringexamplesofexceptionalcustomerservice.(para.1,line4-5)以下是几个卓越的客服故事，能给我们带来启发。exceptional

adj.

杰出的；优秀的；罕见的Attheageoffive,heshowedexceptionaltalentasamusician.他在五岁时就表现出了非凡的音乐才能。Sheisanexceptionalathlete,breakingnumerousrecords.她是一位非凡的运动员，打破了许多纪录。4.DuringmybriefstayinBeijinglastmonth,alocalfriendrecommendedasmallrestaurantnotedforitsfamousBeijingroastduck.(para.2,line1-3)上个月我在北京短暂逗留期间，一位当地朋友向我推荐了一家以北京烤鸭著称的小餐厅。recommendv.

推荐；建议；介绍；劝告recommendsb....(=recommend...tosb.)向某人推荐……

Canyourecommendmeagooddentist?你能给我推荐一个好的牙医吗?recommenddoingsth.建议做某事Irecommendbuyingthisdictionary.我建议购买这本词典。LanguageFocus(2)notedfor以……见称Thetownisnotedforitsbeautifulsceneryinwinter.这个城镇以冬天的美景而闻名。

(3)roastadj.

烤的，焙的Doyouwantthepotatomashed,roasted,orboiled?请问土豆做咸泥、烤的还是煮的？

v.

烤，焙roastachicken烤一只鸡LanguageFocus5.Ibelieveherrecommendationwasbasedontherestaurant’sexceptionalservice,whichwasthebestIhadexperiencedinChina.(para.2,line3-4)我相信她的推荐源于这家餐厅的卓越服务，那是我在中国享受到的最出色的服务。

recommendationn.

推荐；建议toaccept/rejectarecommendation接受/拒绝一项建议Wechosethehotelontheirrecommendation.我们根据他们的推荐选了这家酒店。LanguageFocus6.Politely,

Ideclinedandrequestedwarmwaterinstead.(para.3,line4)我礼貌地谢绝了，只要了热水。(1)declinev.

谢绝；婉言拒绝declinesth.拒绝某物declinetodosth.拒绝做某事Hedeclinedtocommentonthereport.他拒绝就这份报告发表评论。n.减少，下降Thecompanysawasignificantdeclineinrevenuelastyear.该公司去年的收入明显下降。LanguageFocusLanguageFocus(2)requestv.,n.请求，要求requeststh.请求，要求某物Herequestedaloanfromthebank.他向银行申请了一笔贷款。requestsb.todosth.要求某人做某事Theyrequestedhimtoleave.他们要求他离开。Thecompanysaidnotothecustomer’sunreasonablerequest.该公司拒绝了这个顾客无理的请求。7.ThechefevendemonstratedthecarvingprocesseventhoughIhadorderedonlyhalfaduck.(para.4,line2-3)尽管我只点了半只鸭子，厨师还是为我展示了片鸭的整个过程。(1)demonstrate

v.

演示；证明Shedemonstratedthefunctionsofthenewcartothecustomers.她向顾客展示了这辆新车的功能。Youhavetodemonstratethatyouarereliable.你得证明自己是靠得住的。(2)carvev.

把（熟肉）切成块；雕刻Hecarveduptheroastbeefandgaveeachofusapiece.他把烤牛肉切成块，给我们每人一块。LanguageFocus8.Thewaitressensuredmyglasswasalwaysfullandthoughtfullypointedoutthewashroomwithoutmeneedingtoask.(para.4,line3-5)服务员始终确保我有充足的热水，甚至在我未询问之前，就主动指点了洗手间的位置。(1)thoughtfully

adv.

体贴地；若有所思地Shethoughtfullypreparedaspecialbirthdaygiftforherfriend.她体贴地为朋友准备了一份特别的生日礼物。(2)pointout指出Ishouldpointoutthatnotoneofthesepaintingsisoriginal.我应当指出，这些画中没有一幅是真迹。LanguageFocus9.HehadorderedhisshoesfromNeo’s,atop-rankingonlineshop,andchosen3-dayshippingtoensuretheywouldarriveontime.(para.5,line1-3)他从顶级网店Neo’s购买了鞋子，为确保鞋子按时送达，他选择了3天送达服务。top-ranking

adj.

最高级的，最重要的Hisfatherisatop-rankingmilitaryofficer.他的父亲是位高级军官。PanZhanleisatop-rankingswimmer.潘展乐是一名顶尖的游泳运动员。LanguageFocus10.However,allhisplanswerespoiledwhenthedeliverycompanysentthepackagetothewrongaddress.(para.5,line3-5)然而，快递公司把包裹送错了地址，他的所有计划都被打乱了。(1)spoil

v.

破坏；宠坏Ourcampingtripwasspoiltbybadweather.坏天气毁了我们的露营旅行。(2)packagen.

包裹；包，盒，袋Iwanttoreportthelossofapackage.我要申报丢失了一个包裹。LanguageFocus11.Neo’srosetotheoccasion,immediatelysendingareplacementpairofshoesovernightatnocostandissuingafullrefundfortheoriginalorder.(para.6,line2-4)

Neo’s立刻采取措施解决问题，连夜免费为他寄送了一双新鞋，并对原订单全额退款。(1)risetotheoccasion应付自如；能够应付Youcandependonhimtorisetotheoccasion.你可以指望他来应付这个局面。(2)replacementn.

替换；替换物Ineedareplacementformybattery.我需要更换电池。LanguageFocus(3)refundn.

退款；返还款afullrefund全额退款v.退还；退（款）Wepromisetorefundyourpurchaseifyouarenotsatisfiedwithourproduct.如果您对我们的产品不满意，我们承诺对您的购买进行退款。LanguageFocus12.Jacksharedhisexperience,statingthatNeo’shadsecuredhimasalifelongcustomer.(para.6,line4-5)杰克分享了他的经历，表示自己成为了Neo’s的忠实顾客。securev.

获得；保护Shehassecuredagoodjob.她已获得一个好工作。Theteammanagedtosecureaplaceinthefinal.球队拼得了决赛的一席之地。LanguageFocus13.Whenfront-linestaffgoaboveandbeyond,seeingcustomersasmorethanjustbusinessdeals,theycreatememorablecustomerservicestories.(para.7,line1-3)如果一线员工的服务远超顾客预期，将顾客视为不仅仅是买家，他们便创造出了令人难忘的客服故事。aboveandbeyond远远超出要求Hewentaboveandbeyondhisdutyandrescuedourbelongings.他超越了自己的职责，救了我们的财物。Howcanabrandgoaboveandbeyondtoofferanunforgettableexperience?一个品牌如何才能超越自我，提供令人难忘的体验？LanguageFocusChoosethecorrectwordtocompleteeachsentence.Changetheformifnecessary.declinedemonstraterefundrecommendationspoilsurvival 1.Hewill____________howtobakeacake.2.Wechosethehotelbasedontheir________________.3.I’msorrythatthenoise_______yourevening.4.Thewaitressofferedtheboyssomecoffee,buttheypolitely_________.5.Innovationisnecessaryforthecompany’s________.6.Wewill________yourmoneyinfullifyouarenotentirelysatisfied.demonstratespoiledsurvivalWordStudy1recommendationdeclinedrefundCirclethecorrectwordtocompleteeachsentence.1.Wewouldliketopoint(out,to)thatseveralfacilitiesareavailableforyourconvenience.2.Thecafeisnoted(for,of)itsexceptionalcoffeeandwelcomingatmosphere.3.Itisgoingtobeadifficultjob,butIknowshewillrise(to,up)thechallenge.4.Youwillhavetoleavesoontomakesureyougetthere(above,on)time.5.Wehaveadedicatedteamthatgoesaboveand(up,beyond)whatisrequired.2Theprefixre-isaddedtoanounoraverb,meaning“again”or“back”.Completeeachsentencebyaddingre-tothegivenword.1.Alocalfriend____________(commend)thisrestauranttome.2.Dorishaswrittenabook________(view)ontheinternet.3.Wewouldappreciatetheprompt_______(turn)ofbookstothelibrary.4.Thefancyrestaurantisagoodplaceforafamily_________(union)dinner.5.Thenewpolicyhasreceivedagenerallyfavourable_________(action).6.Thecompanywasforcedto__________(consider)itsexpansionplans.recommended3reviewreturnreactionreunionreconsiderPART03GrammarandUsageFunctionExampleObjectofatransitiveverbIbelieve(that)herrecommendationwasbasedonitsexceptionalservice.*Shesmiledandasked

ifIwouldlikesometea.Thearticlediscusses

howteacherscanusetechnologyintheirclassrooms.ObjectofaprepositionThecustomerwasnotinterestedin

whatthewaitresswoulddonext.Theorganisersareuncertainabout

whenthematchwillstart.Theyspokeof

wherethenewofficewouldbelocated.ObjectClausesClausescanserveasobjectstoreplacenounsornounphrases.Anobjectclauseisaclausethatfunctionsastheobjectofatransitiveverborapreposition.*Wecanoftenleaveoutthatinthat-clauses,especiallyinaninformalstyle.CirclethecorrectconjunctiontocompleteeachsentenceandtranslateitintoChinese.11.Youcantake(which,whichever)youlike.__________________________________________________________2.Jacksharedhisexperience,stating(that,what)Neo’shadgainedalifelongcustomerinhim.__________________________________________________________3.Iwonder(that,whether)shecanhelpmeatthemoment.___________________________________________________4.Iwanttoknow(how,that)shedealtwiththecomplaint.___________________________________________________5.Thestaffmembersdiscussed(what,whether)thecustomerswantedmost.___________________________________________________你喜欢什么就拿什么。杰克分享了他的经历，说Neo’s已经赢得了他这位终身客户。我想知道她现在是否能帮我。我想知道她是怎么处理投诉的。工作人员讨论了顾客最想要什么。PART04IntegratedSkillsListentoaconversationandidentifywhereitismostlikelytakingplace.1√Listenagainandtickthetruestatements.2

1.TheguestiscallingfromRoom321.

2.Theguestiscallingtocomplainabouttheairconditionerintheshower.

3.Thereareissueswiththeairconditioningintheguest’sroom.

4.Thepersonatthefrontdeskpromisedtosendanengineertoaddresstheissue.

5.Theguestseemsunsatisfiedwithhishotelroom.√√√√ScriptFrontDesk:Hello,frontdeskspeaking.HotelGuest:Oh,hi.Theairconditionerinmyroomisn’tworkingcorrectly.It’sveryhothere.FrontDesk:Iapologizefortheinconvenience.MayIhaveyourroomnumber,please?HotelGuest:Yes.It’sRoom321.FrontDesk:Okay.I’llsendanengineertolookintothatimmediately.HotelGuest:Thatwouldbegreat.Bytheway,there’salayerofdustonthefurniture.I wouldappreciateitifyoucouldgetsomeonetocleanitup.FrontDesk:I’mterriblysorrytohearthat.I’llgetsomeonetocleanuprightaway.HotelGuest:Iappreciatethat.Thankyou!FrontDesk:Thankyouforbringingthesematterstomyattention,sir.Pleasedon’t hesitatetocontactusifthereisanythingelsewecandotoimproveyour stay.Enjoyyourstay!前台：

你好，这里是前台。宾馆客人：你好。我房间里的空调坏了，很热。。前台：

非常抱歉给您带来了不便。请问您的房间号是多少？宾馆客人：我在321房。前台：

好的。我立刻安排工程师过去检查。酒店客人：那太好了。顺便说一下，家具上有层灰。如果可以的话，派

人来清理一下就好了。前台：

真是太不好意思了。我马上安排清洁人员过来打扫。宾馆客人：太感谢了。谢谢！前台：

谢谢您告诉我们这些问题，先生。如果还有其他需要帮助的

地方，请随时联系我们。祝您住宿愉快！TechnicalSupport:Technicalsupport.HowmayIassistyou? Customer: Hi,mynewsmartwatch’sbattery_____________.Itlastsonlyoneday.TechnicalSupport:_______________

howyou’vebeenusingthedevice?Customer: Itrackmystepsandheartrate.Ifullychargedthebattery,butitwasalmostdeadbylateafternoon.TechnicalSupport:I’m_____________inconvenience.Doyouhaveanyrarelyusedappsrunningoranyadditionalsoftwareinstalledonyourwatch?Customer: Ihaven’tinstalledanyadditionalappsbeyondthebuilt-infeatures.TechnicalSupport: Thisrarelyhappenstooursmartwatches.Weneedtoinvestigatetheissuefurther.Couldyouplease______________backtous?Wecan ________itwithanewoneorissueafullrefund.Customer: Noproblem,andIwouldlikeanewwatch.TechnicalSupport:Understood.Weappreciate___________________.Listentoaconversationandfillintheblanks.3hasaproblemCanyoutellmesorryforthesendthewatchreplaceyourunderstanding技术支持：这里是技术支持。请问有什么可以帮您的？顾客：你好，我新买的智能手表电池有问题，只能续航一天。技术支持：能告诉我您是如何使用这个设备的吗？顾客：我用它记录步数和心率。电池充满后，傍晚时电量就快要用完了。技术支持：很抱歉给您带来不便。手表上是否有一些很少使用的应用程序在运行， 或者是否安装了其他软件？顾客：除了内置功能，我没有安装任何其他应用程序。技术支持：我们的智能手表很少出现这种情况。我们需要进一步检查这个问题。您能把手表寄

回给我们吗？我们可以为您更换新的手表或者全额退款。顾客：没问题，我想换一块新手表。技术支持：没问题。我们非常感谢您的理解。Listenagainandhighlightthesentencesusedtomakeandrespondtocomplaints.4Makingacomplaint•I’dliketomakeacomplaintabout…•Ihaveaproblemwith…Takingacomplaint•Iunderstandyourissueand...•Thankyouforlettingusknow.Wewill...Delayacomplaint•Iwillneedsometimetolookintothisissue.CanIfollowupwithyoulater?Rejectacomplaint•Thankyouforbringingthistoourattention,but...UsefulexpressionsImagineyouareacustomerservicestaffmemberreceivingacomplaint.Usetheconversationideasbelowtocreateyourownresponse.5Situations1:Situations2:Situations3:laptopwithbluescreenerrorsdamagedpackageuntidyhotelroomExampleA:Excuseme,IwouldliketomakeacomplaintabouttheshoesIboughtfromyourstore.WhenIreceivedthepackage,itwasdamaged,andtheshoeswerestained.B:Iapologisefortheinconvenience.Youmayeitherreceiveareplacementorreturntheshoesforafullrefund.A:IhopeyoucanarrangeareplacementasIstillliketheshoes.B:Thankyouforyourcontinuedsupport.Iwillarrangeareplacementforyouright

away.Imagineyouarefollowinguponthecomplaintinactivity5.Usingtheexampleasaguide,writeanemailresponse.6DearMr.Li,I’mfollowinguponyourcomplaintregarding____________________thatstainedyournewshoes.Ourrecordsshowthatwesentyouareplacementon15thJuly.Bynow,youshouldhavereceived_____________,andwewanttoensurethat_______________withhowwehandledyourissue.Onceagain,Iapologise__________________causedbytheentireprocess.Alongwiththereplacement,wehaveincludedacomplimentarypairofsocks,anewlightweightandsoftproduct.Wehopeyouwilllikethem.Wearecommittedtoproviding_____________toourcustomers.Thankyouforshoppingwithusandstayingloyaltoourbrand.Sincerely,JaneDoeSalesManagerofXXXShoesEmail:janedoe@Phone:181-0571-XXXXFax:XXXX-XXXXthedamagedpackagethereplacementyouaresatisfiedfortheinconveniencethebestservicelihua0913@163.comFollow-uponshoereplacementPART05ExtendedReadingIntoday’sdigitalage,businessesconstantlyseekinnovativewaystoenhancecustomersupportservice.Withtheriseoftechnology,chatbotshavebecomeapopularalternativetohumancustomersupport.Theseintelligentvirtualassistantsaredesignedtointeractwithcustomersandprovideinstantresponses,offeringefficiencyandcost-effectiveness.However,thequestionremains:arechatbotsmoreeffectivethanhumancustomersupport?Chatbotsvs.HumanCustomerSupportChatbotsuseAItomimichumanconversation,allowingthemtounderstandandrespondclearly.Thismakesthemespeciallyvaluableforcustomersupport.Anincreasingnumberofbusinessesareusingchatbotstoimprovecustomerservice.Theyhavegainedpopularityduetotheirabilitytoprovidequickresponsesandhandlealargenumberofcustomerenquiriesatthesametime.Thisenhancescustomersatisfactionbyreducingwaittimeandofferingtimelysolutions.Furthermore,chatbotscanbeprogrammedtooperatearoundtheclock,ensuringthatcustomersreceiveassistanceatanytime.Whilechatbotsofferseveraladvantages,humancustomersupportprovidesapersonaltouchandgenuinecarethatarehardtoreplicate.Humancustomersupportrepresentativescanbuildfriendlyrelationshipswithcustomers,creatingauniqueexperience.Theycanrecognisesubtledifferencesineachcustomer’sissueandprovidethemostappropriatesolutions,ensuringgreatercustomersatisfaction.Additionally,humanshaveemotionalintelligence,enablingthemtoempathisewithcustomersandprovideemotionalsupportwhennecessary.Thechoicebetweenchatbotsandhumancustomersupportshouldbebasedonacarefulassessmentofyourneedsandcustomerexpectations.Integratingchatbotswithhumancustomersupportenablesbusinessestoprovideaseamlessexperiencethatcombinesefficiencywithpersonalisedassistance.聊天机器人与人工客服在数字时代，企业不断寻求创新方式来提升客户支持服务。随着科技的发展，聊天机器人已经成为人工客服的一种常见替代品。这些智能虚拟助手旨在与客户互动，并提供即时响应，从而提高效率，降低成本。不过，聊天机器人比人工客服更有效吗？这个问题仍然存在。

越来越多的企业使用聊天机器人来提升客户服务。它们能够迅速响应并处理大量客户咨询，因此受到广泛欢迎。这样做减少等待时间，并且能够提供及时的解决方案，因此提升了客户满意度。此外，聊天机器人可以24小时运行，确保客户随时获得帮助。

尽管聊天机器人有其优势，但人工客服的个性化接触和真诚关怀却是难以复制的。人工客服代表可以与客户建立友好关系，提供独特的体验。他们能够关注到每个客户问题的细节，并提供最合适的解决方案，确保更高的客户满意度。此外，人类具有情感智慧，能够跟客户共情，并在需要时提供情感支持。

选择聊天机器人还是人工客服，应基于对您的需求和客户期望的细致评估。将聊天机器人与人工客服相结合，能使企业提供既高效率又个性化的顺畅的客户体验。Completethechartbasedontheinformationfromthetext.1UnderstandingtheTextParagraphTopicDetailedinformation1BackgroundinformationWiththeriseoftechnology,________havebecomeapopularalternativetohumancustomersupport.2AdvantagesofchatbotsChatbotsarepopularbecausetheycanprovidequick________,handleseveralenquiriesatatime,andoperatearoundtheclock.3-4AdvantagesofhumancustomersupportHumanrepresentativesbring_________________________________.Theycanalso_________________________ineachcustomer’squeryandofferthemostsuitablesolutions.5ChoicebetweenchatbotsandhumancustomersupportThedecisionshouldbemadebasedon______________________________________________________.chatbotsresponsesapersonaltouchandgenuinerecognisesubtledifferencesofyourneedsandcustomerexpectationscareacarefulassessmentWhichtypeofcustomersupportwouldyoupreferinthefollowingscenarios,andwhy?2ScenarioChoiceReasonsYouneedtotrackthestatusofyourorder.ChatbotIcanusethechatbot’sordertrackingfeatureanytime;itismoreefficientandconvenient.Youhaveasimplequestionaboutcouponswhileshoppingforadress.Youareplanningavacationandlookingfortravelrecommendations.Thescreenofyournewcomputeriscompletelyblack,withnothingdisplaying.Otherscenarios:PART06Real-LifeActivityTheschoolcanteeniscollectingstudentfeedbacktoimproveitsservice.ImagineyouareastudentrepresentativeontheMealCoordinationCommittee.Identifyareasforimprovementinthecanteenandproposesuggestionsaccordingly.Herearethestepsyoumayfollow:Step1Createasurveytogatherfeedbackabouttheschoolcanteen.SatisfactionSurveyforSchoolCanteenGender:________Grade:________Rateyoursatisfactionwithourcanteen’sserviceonascalefrom1(leastsatisfied)to5(mostsatisfied).54321FacilityThereareenoughtablesandchairs.Thereareclearsignsshowingwheretofinddifferentfoodoptions.FoodThereareplentyofhealthyfoodoptionsavailable.

Thefoodinthecanteentastesverygood.ServiceThestaffarefriendlyandhelpful.Therearelongqueuesduringpeaktimes.SanitationThecanteeniscleanandwell-maintained.Handwashingfacilitiesareconvenientlyaccessible.Yourfeedbackwillhelpusimproveourcanteen.Thankyouforyoursupport.Writedownthetwomostunsatisfactoryaspectsoftheschoolcanteenandsuggestimprovements.Step2ProblemSuggestionWriteanemailtotheschoolcanteen,outliningyoursuggestionsforimprovement.Step3schoolcanteen@SuggestionsforcanteenservicesDearCanteenManager,Irecentlysurveyedfellowstudentsabouttheirdiningexperiencesatourschoolcanteen.Theresultshighlightedseveralareasinneedofimprovement.Themostpressingissuesinclude_________________and_________________.Manystudentsexpressedfrustrationwith____________________,andquiteafewstudentscomplainedthat___________________.Toaddresstheseconcerns,Irecommendthatthecanteen_________________and________________.Ibelievethatimplementingthesemeasureswouldgreatlyenhancetheoveralldiningexperienceforeveryone.Thankyo