实用物流英语教学课件作者高芳2-6课件.pptVIP

Module 2Customer Service Information Technology Objectives lead-in Questions: 1 From the previous study, we may find that in logistics sense, customer service refer to a series of good logistics activities; then what is the stress of customer service in marketing sense? 1)In logistics sense a series of logistics activities designed to enhance（提高） the level of customer satisfaction the feeling that a product or service has met the customer expectation; 2) In marketing sense the provision of service to customers before, during and after a purchase Activity 1 ----Task 1 Discuss on the following materials and summarize the strategies for Customer Service Communication. Key Points in Customer Service Activity 1 -- Task 2 Turn your discussion into a dialogue with your partner and perform it on class. Hints for the dialogue A: Excuse me, I am the newcomer here. Would you give me some advice on customer service? B: A: What you said is quite right. Among your points, which one is the most important? B: A: Oh, I can’t agree with you more. Thank you. I would follow your idea in my future work. B: Activity 2  --Task 1 Listen to the dialogues and decide whether the following statements are true (T) or false (F) and summarize the main idea of each dialogue. Dialogue 1 1）___ According to the dialogue, after-sale service includes installation, maintenance, repair and supply of spare parts. 2）___ The warranty for goods covers damage arising from improper operations. 3）The dialogue is mainly concerned with _____________________. Dialogue 2 1. ___ There is something wrong in quality with a batch of paper. 2. ___ There are some lines of words printed in the paper. 3. ___ The problem paper will be taken away by the truck drivers who send the replacement paper. 4. The dialogue is mainly concerned with ________________. Dialogue 3 1) ___ A photocopier is a kind of machine to print documents. 2) ___ Some of the phot