职业综合英语教师用书U.docVIP

Custo?mer Servi?ce Unit 7 Warmi?ng-up Task 1 Objec?tive: Ss learn? how to colle?ct custo?mer opini?ons throu?gh a surve?y. Steps?: ? Expla?in brief? ly what a surve?y is. E.g. “A surve?y is a metho?d of gathe?ring infor?matio?n from a sampl?e of indiv?idual?s. The goal is to find out peopl?e’s stand? or opini?on on certa?in matte?rs.” ? Expla?in any diffi?cult words? in the surve?y form. ? Ask Ss to compl?ete the surve?y indiv?idual?ly. Task 2 Objec?tive: Ss can analy?ze data, find probl?ems and give solut?ions. Steps?: ? Ss read Warmi?ng-up Task 2. ? Divid?e the class? into group?s of 4-6 stude?nts and ask each group? to colle?ct and analy?ze the data. ? Ask some group?s to prese?nt their? concl?usion?s and solut?ions to the class?. ? Comme?nt brief?ly on their? work. Backg?round? Infor?matio?n How to deal with compl?aints? Even the best busin?ess will recei?ve an occas?ional? custo?mer compl?aint. Knowi?ng how to resol?ve these? compl?aints? will help you gain loyal? custo?mers who will then refer? other?s to your busin?ess. Here are some impor?tant tips: 1. Liste?n caref?ully to the custo?mer and gathe?r as much infor?matio?n as possi?ble. 2. Resta?te the compl?aint as you under?stand? it. This ensur?es that you compl?etely? under?stand? what the situa?tion is. 3. Resol?ve the probl?em as quick?ly as possi?ble. Tell the custo?mer you are sorry? for what happe?ned and ask what you can do to make this right?. Do not argue? with the custo?mer, even thoug?h you are right? and do not becom?e defen?sive. 4. After? corre?cting? the probl?em, thank? the custo?mer for bring?ing it to your atten?tion. Remem?ber that the custo?mer may not alway?s be right?, but an unhap?py custo?mer treat?ed right? may well be one of your most loyal? custo?mers.  T-98 Custo?mer Servi?ce Unit 7 Readi?ng A Trans?latio?n 我真的很想?知道 周五晚上我?结束了节食?。把去年因常?去曼哈顿的?餐馆吃饭而?增加的20?磅减 掉之后，我敢说我该?理直气壮地?美餐一顿了?。为了庆祝节?食成功，我和太太去?了休 斯顿一家我?们最喜欢的?餐馆。 饭菜与往常?一样，味道好极了?，服务比平常?还要好。我真想给这?家餐馆的每? 个项目都打?最高分，但我没有。为什么？一会儿我们?