【2017年整理】New Microsoft Word Document.docVIP

Unit 1 Customers 单元1的客户 顾客 顾客 Key Vocabulary:1.1 Companies need customers.Some companies provide goods such as clothes,cars and food. 重点词汇：1.1公司需要的客户。一些公司提供产品如服装，汽车和食品。 Other companies provide services,for example insurance,banking,information technology or trainning. 另一些公司提供服务，例如银行，保险，信息技术培训。 Companies want repeat business,in other words,they want customers to buy from them again and again. 公司想要重复业务，换句话说，他们想让客户购买他们一次又一次。 To win customer loyalty,many companies have a code of practice,or set of rules,for customer care. 赢得客户的忠诚，许多公司都有行为准则，或一组规则，为客户服务。 The code of practice explains what the customer can expect of the company. 练习的代码解释了什么是顾客可以预期的公司。 Customers can complain about the service,or help,they receive and the goods they buy. 消费者可以投诉服务，或帮助，他们得到他们所购买的产品。 2.1.2 Listen to a man talking about custoemr care.Which of the situations is he describing?Does he think this is good customer care?What do you think? 2.1.2听人谈论客户关怀。这是他描述的情况？他认为这是很好的顾客服务？你的意见呢？ 1.2 Cross-cultural Comparison 1.2跨文化比较 (SN=Stephen Nicholl) （SN =史蒂芬尼科尔） SN:One thing that does irritate me is when I ask somebody for some information about a product or a service and they don#039;t know the answer,but they don#039;t say I#039;m sorry. 锡：有一件事激怒我是当我问一些关于产品或服务，他们也# 039信息的人；知道答案，但他们对# 039；T说我很抱歉# 039。 I don#039;t know the answer to this.I#039;ll find someone who does know the answer#039;—they try to answer it themselves and it#039;s really a waste of time for everybody concerned. 我也# 039；t知道这个问题的答案。我# 039；会找人谁知道答案，# 039；他们试图回答它自己和它与# 039；真是浪费大家的时间有关。 1.3 Language Focus 1.3语言的关注 (R=Receptionist,TS=Time saunders) （R =接待员，TS =时间Saunders） R:Good afternoon,Hi-tone Health and Fitness Centre.How may I help you? R：下午好，嗨音的健康和健身中心。我可以帮你吗？ TS:Oh,hello.I#039;m thinking of joining a fitness centre.Could you give me some information about Hitone? TS：哦，你好。我# 039；加入一个健身中心的思考。你能给我一些关于硫酸钡混悬液？ R:Yes,of course. R：是的，当然。 TS:So first of all,could you tell me how much it costs? TS：首先，你能告诉我多少钱吗？ R:Is it just for you? R：这是你的吗？ RS:Yes