Level 1 Chapter 9.pptVIP

 Chapter 9 Buyer Beware Yang Wenwen Faculty of College English Teaching Teaching Objectives Use their background knowledge to help understand Reading 1 and 2 Understand the main ideas of Reading 1 and 2 Teaching Objectives Master the key language points and grammatical structures in the texts Master some techniques of writing and translation Warm up activities Reading 1 Customer Service Ask students about their own experiences of shopping and customer service. · Check students’ understanding of the text by asking the questions on P144-145. Background information Create a Customer Service Culture With the development of globalization, more and more businesses are aware of the importance of customer service in their competition with other businesses. They believe that it is fundamental for any business to create a customer service culture, in which the management must make the measurement of service quality and feedback from the customer a basic part of everyone’s work experience. This information should be available and understood by everyone, no matter what position he is in. the entire organization should also become obsessed with what the customer wants. The following are the suggested principles to improve the customer service. 1. When you survey your customers on the quality of service, make sure that everyone, from the top down, knows of the results and receives recognition for the things that are going well. 2. Be very clear about specifying the behavior that employees are expected to deliver, both with external customers and their coworkers. 3. Explain why giving excellent customer service is important---- not only for the company, but for the world. 4. Reward people for their good service behaviors. 5. Create ways to communicate excellent examples of customer service both within and outside the company. 6. Indoctrinate and tra