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1 Unit 7 Customer Services OUTLINEListeningWatchingSpeakingSupplementary Material1 21 21 2Further Listening , Further Watching 1 Fun TimeFurther Watching 2 , Further Watching 3 , Teaching Plan In Class Period 1: Listening 1 Watching 1 Period 2: Speaking 1 Listening 2 Period 3: Watching 2 (Task 1) Project Period 4: Watching 2 (Task 2) Speaking 2 After Class Unit File + Supplementary Listening Learning Focusu To build up the vocabulary about providing customer serviceu To get a general idea of the basic components in serving customersu To be aware of taking good care of valued clientsuTo be able to make and answer inquiresuTo learn how to make opinion surveys on products or services uTo be competent to handle complaints efficiently Knowledge: Skills： Listening 1-Task 11. Warming-up Practice making and answering inquiries. The first one has been given to you as an example. Make Inquiries1. Would you please tell me how to open a bank account?2.Im wondering if I followed the right procedure for unlocking the safe.3. Excuse me, could you please show me the right way to our school library? 4. Im not sure which color to choose, could you please give me any suggestions? Listening 1-Task 1 Practice making and answering inquiries. The first one has been given to you as an example. Answer Inquiries1. Certainly. Please show me your ID card first, and then fill out this form.2. Im afraid you have to input the password first, sir.3. With pleasure. Just walk along the pathway and make a right turn at the second crossing. 4. Id love to. As you have fair complexion, I think this bright pink will look terrific on you.1. Warming-up Our supervision hotline is 2766492.我局的监督电话是2766492。Listening 1-Task 1Hotline n. 热线Loosen v. 放松；使松驰Thoroughly ad. 彻底地Apply v. 涂擦；使用He says that Tom is a thoroughlygood fellow.他说汤姆是个地道的好人。Apply as much forceas is necessary.需要多大力，就施多大力。My belt is too tight; I mustloosen it.我的腰带太紧，我必须放松它。Massage v. 按摩；揉捏Moisturize v. 使湿润A massagemay relieve your back pain.按摩可能会减轻你的背痛。Moisturize the air增加空气湿度 Listening 1-Task 12. Extensive Listening Rose is answering an inquiry from a customer. Listen to the conversation and tick () the correct answer to each question.1. Why does the customer call Rose? A. Because he doesnt know how to shave. B. Because he is not satisfied with TAF shaving foam. C. Because he is not sure about the procedure for using TAF shaving foam.2. Is the customer happy with Roses service? Why? A. Yes, he is, because Rose offers to give him some free samples. B. Yes, he is, because Rose gives him a detailed explanation. C. No, he isnt, because Rose is rude when answering his questions.Script Listening 1-Task 13. Intensive Listening Listen to the conversation again and complete the procedure for using TAF shaving foam.Clean the 1 with 2 .Wait 3 minutes until the skin gets thoroughly 4 .Apply TAF shaving foam.5 to make sure the hair gets moisturized. face warm water two or threewet massage the face a little Script Listening 1-Task 14. Language Summary Compare the different meaning of the italicized words in each of the sentences.1. Please wait two or three minutes until your skin gets thoroughly wet.2. He got the shampoo he ordered last week.3. The customer got itching blotches over his face. 4. James got a bad cold. Has he got better? becomesreceived hadhad become Listening 1-Task 2 Match the following ways to survey customers with the corresponding pictures.1. doorstep visit2. mail survey3. telephone survey1. Warming-up Listening 1-Task 2Occasionallyad. 偶尔；间或Whiten v. 使白；变白Factor n. 因素；要素think of doing 考虑做He is a good student except that he is occasionally careless. 他是个好学生，只是他偶而有些粗心。Another socialfactor of significance iseducation.另一个重要的社会因素是教育。Think of what you are doing.想想你正在干的事情吧。whiten ones teeth使牙齿洁白 Listening 1-Task 2 Listen to a conversation between Rose and a customer and decide whether the following statements are true or false. Then write down the key words to support your answers.1.Rose is making an opinion survey on TAF products. 2. The customer is in such a hurry that he doesnt finish Roses interview.False The customer finishes the interviewand gives Rose some valuable feedback.True Im from the Customer Service Department of TAF. I wonder if youd mind answering a few questions about our companys products.Script2. Extensive Listening 1. Who influences the customer most as to shopping? A. His parents. B. His friends. C. Nobody.2. What is the advantage of TAF toothpaste compared with Flitz product? A. TAF toothpaste is cheaper. B. TAF toothpaste whitens his teeth. C. TAF toothpaste has a nice packaging.3. Why does the customer occasionally use Flitz product for a change? A. Because Flitz has a pleasant smell. B. Because Flitz makes his teeth comfortable. C. Because Flitz is reasonable in price.Listening 1-Task 2 Listen to the conversation again and tick () the correct answer to each question. Script3. Intensive Listening Listening 1-Task 2 Compare the different meaning of the italicized words in each of the sentences.4. Language Summary Watching 1-Task 1 Match the following guests complaints with the clerks responses.1. C 2. D 3. B 4. A1. Warming-up Watching 1-Task 1Itchya. 使人发痒的Blotch n. 皮肤上的红斑；疹块Investigate v. 调查；审查Source n. 来源原因；出处too itchy to endure痒得难熬To investigate a problem isindeed to solve it.调查就是解决问题。His confidence was as much a source of Strength as ofdanger.他的信心既是危险的种子,也一样是力量的源泉。Blotch printing满地印花；底色印花 Watching 1-Task 1so far 到目前为止right away 立即，马上other than 而不是So far, youre all tied.到现在为止，你们不分胜负。The truth is quite other thanwhat you think. 事实真相和你想的完全不同。We are getting busy right away.我们马上就动手干。 Watching 1-Task 1 Gloria is complaining to Rose about her products. Watch the video clip and tick () the correct answer to each question.1. What is Glorias complaint about? A. A customer reported the terrible smell of the product. B. A customer is allergic to the product. C. A customer is not happy with the expensive price of the product. 2. What is Roses reaction to Glorias complaint? A. She is angry. B. She is excited. C. She is surprised.Script2. Extensive Watching Watching 1-Task 13. Intensive Watching Watch the video clip again and fill in the blanks with proper words.Rose reassures Gloria that their products have passed a rigid 1 before they are 2 . As Mannings store has been doing business with TAF for a long time, Gloria has absolute 3 in TAFs inspection work. Rose cannot promise a compensation right away because there may be other 4 causing allergy. She will report the case to the 5 immediately.inspection producedfaithsourcesProduction DepartmentScript Watching 1-Task 14. Language Summary Watching 1-Task 2 Decide which department should be responsible for the following complaints.B C D A E1. Warming-up Responsibilityn. 责任；职责Interviewer n. 主持面试者；采访者Reaction n. 反应；反作用Individual a. 个别的；独特的Accept full responsibility forones error. 对自己的的错误负完全责任。Public reaction willreinforce it. 社会反响会进一步增强它的作用。After the age of about thirty they abandon individual ambition.他们一过三十就放弃了个人的雄心壮志。The interviewer had driven her intoa corner. 面试主持人把她追问得很窘。Watching 1-Task 2 Watching 1-Task 2Lightly ad.轻率地；轻轻地Evidencen. 证据；证词Verify v. 证实；核实keep sb. informed of 把 及时通知某人Such an illegal act should not be treatedlightly. 这样的违法行为不可等闲视之。. We had to verify the call. 我们必须核实一下电话。Keep me informed (of/about what happens).有事随时通知我。It is a statement inconflict with otherevidence. 这一陈述与其他证词不一致。 Watching 1-Task 2 Rose is discussing how to solve the problem with Dave. Watch the video clip and match the names with the related information.1, 3 Script2, 4 2. Extensive Watching Watching 1-Task 2 Watch the video clip again and tick () the correct answer to each question.1. What will Dave and his colleagues do before they mass-produce a new product? A. They will design the packaging of the product. B. They will conduct many tests on the product. C. They will conduct many opinion surveys on the product.2. Which of the following is NOT Daves suggestion to Rose? A. Compensate the customer first. B. Ask the customer to stop using the product. C. Ask the customer to provide clinical evidence.Script3. Intensive Watching Watching 1-Task 2Review the following sentences concerning complaint investigation.1. Weve received a complaint from a customer who reported.2. Before mass production, we have conducted many tests.3. Anyhow, before the cause is confirmed we cant treat it lightly.4. Inform the customer to. Then ask him to. to verify the responsibility.4. Language Summary Speaking 11. Work in pairs. Reorganize the following sentences into the right order and role-play the conversation between a guest and a hotel receptionist. 2 4 6 3 5 1 Speaking 12. Work in pairs. Role-play a conversation between Billy Taylor, who is conducting an opinion survey on public transportation, and a passenger in the street. The surveyshould involve the following aspects. Speaking 1-2Sample:A: Excuse me, Sir. My name is Billy Taylor. I am from the City Public Transportation Corp. Would you have time to answer a few questions?B: What is it for?A: We are conducting an opinion survey on whether passengers are happy with the citys public transportation system.B: Well, in that case, I would be glad to.A: Which public transportation do you usually take, bus, ferry or subway?B: I usually take the subway.A: How often do you use/take it?B: I use subway almost everyday.A: Do you think the subway journey is better than by bus? B: Yes, I think so. At least there will be no traffic jams.A: And do you think the subway ticket is overpriced?B: Er. The subway is indeed a little more expensive than the bus. But taking its speed and convenience into consideration, I think the ticket is still reasonable.A: Thank you so much! Your opinion is very useful to us. Speaking 13. Work in pairs. Complete and practice the following conversation with your partner in turn.A: Good morning, Flitz Co. After-sales.B: This is Frank Song from ABC Ltd. I am calling to complain about the latest order.A: ?B: We ordered 100 boxes of Herbal Shampoo a month ago. But the goods arrived are 100 boxes of Flora Shampoo.A: ? B: Yes, we do. I will fax the copy of the contract to you now.Whats wrong with it, Mr. Song?Do you have a copy of the contract A: .I will inform our Shipping Department right away to see if it is their mistake.B: Im very unhappy with your mistake. !A: Im sorry, Mr. Song, but we cannot make a compensation until . I hope you understand that.B: ?A: Im sure tomorrow morning we will give you a satisfying solution. Speaking 1Im terribly sorry for the inconvenienceI demand some compensation immediatelywe are clear it is our responsibilityIn that case, when can I receive your definite answer Speaking 14. Work in pairs. After receiving Mr. Songs complaint, the after-sales clerk calls the Shipping Department to confirm the cause of the mistake. Role-play a conversation between them. The conversation should involve the following aspects. Speaking 1-4Sample:A: Good morning, Flitz Co. Shipping.B: Good morning. This is Jane from after-sales. I received a complaint from a client, saying the goods he received were not what he ordered.A: Really? How could that happen? Please give me his contract number.B: Its NO. RL34372A: Let me check. Oh, Ive found the record. Yes. We sent 100 boxes of Herbal Shampoo to Frank Song from ABC Ltd on June 27th.B: But he called to complain that what he received was 100 boxes of Floral Shampoo.A: That cant be. I remember quite clearly that I saw 100 boxes of Herbal Shampoo delivered from the Production Department. Did Mr. Song open the packaging carton?B: He didnt say that.A: Please ask him to open it. The packaging workers may have used the wrong carton to wrap the Herbal Shampoo.B: I see. I will call him now.A: Keep me informed of the latest development.B: OK. I will. Listening 2-Task 1 There are several methods to get feedback from customers. Match them with the appropriate actions.DA BC1. Warming-up Listening 2-Task 1Deserve v. 值得；应该得到Questionnaire n. 调查问卷Consumer n. 消费者；顾客Flavor n. 香料；风味deserve congratulation应当受到祝贺We are running your consumer survey now.我们正在忙你的用户调查表。It gives our little meals an easternflavor.它给我们的便餐增添了一种东方风味。fill out a Questionnaire填写问卷 Listening 2-Task 1Shampoo n. 洗发剂according to 根据care about 关心；在意This shampoo willcure your dandruff. 这种洗发水可除掉头皮屑。All you care aboutare your clothes and you jewels.你们喜欢的只是服装和首饰。Everything went according to plan.一切都按计划进行。 Listening 2-Task 1 Rose is presenting a report on customer feedback of the latest products. Listen carefully and tick ( ) the products mentioned in the report. Script 2. Extensive Listening Listening 2-Task 1 Listen to the report again and fill in the blanks with the related percentage.1. customers think TAF should add more flavors to the Shining Toothpaste.2. customers think TAF should improve the bottle design of the Flora Shampoo.3. customers think TAF should provide more detailed instructions for the shaving cream. 4. customers believe that expensive products have better quality.54%27%21%75%Script3. Intensive Listening Listening 2-Task 14. Language Summary Listening 2-Task 2 If you are invited to a business dinner, how would you respond? List as many expressions as possible. The first one has been given as an example. Acceptance1. Thank you for asking. Its very kind of you. 2. Thats wonderful. Thanks a lot.3. Sounds great! When am I supposed to come? 4. Id love to! Thank you for inviting me.1. Warming-up Listening 2-Task 2 If you are invited to a business dinner, how would you respond? List as many expressions as possible. The first one has been given as an example. Refusal1. Id love to come, but my baby daughter is sick today and I have to be with her.2. Im sorry I cant make it this time. Thanks anyway.3. Thank you for asking, but Im afraid I cant come. I have already made an appointment with my dentist. 4. I do appreciate your asking, but Im on a business trip in Europe right now.1. Warming-up Listening 2-Task 2 Rose is calling her customer Ryan. Listen to the conversation and decide whether the following statements are true or false. Then write down the key words to support your answers.(1) Rose invites Ryan to an afternoon tea party because Ryan just put a large order with TAF.(2) Ryan gladly accepts Roses invitation. True I think I can manage to come on Saturday.False Rose invites Ryan to the afternoon tea party because she once interviewed him.Script2. Extensive Listening Listening 2-Task 2 Listen to the conversation again and tick () the correct answer to each question.1. When will the afternoon tea party begin? A. At 3:45 Saturday afternoon. B. At 3:30 Sunday afternoon. C. At 3:30 Saturday afternoon.2. What will the guests do first at the tea party? A. Enjoy a wonderful dance show. B. Watch the presentation of the latest products. C. Receive an interview on the latest products. 3. What will the guests receive as a gift? A. The latest products. B. A bag of sample products. C. A bag of nice tea.Script3. Intensive Listening Listening 2-Task 2 I want to know where my ball pen is. I want to know if it is the biggest tree here. I want to know when he will come. I want to know if you are a doctor.4. Language Summary Further Listening Listen and fill in the following blanks.Angela: Hello, Im Angela, Im the customer services manager. Would you like to come with me and come and take a seat and you can explain to me ? Alison: Okay, okay, fine. Angela: Can I take your name? Alison: Yes, my names Alison. Angela: Okay. Alison, if youd like to . As I said, I am the customer services manager and Id like to help you. I understand you are having a few problems. Would you like to just explain from the beginning whats happened? Alison: Well, yes. Ive just come back from one of your holidays. I went to Crete, in Greece, got back last week and . what actually is the problem make yourself comfortablethe whole thing was a disaster Further ListeningAngela: Would you like to just explain from the beginning whats happened? Alison: Well, yes. To start with, when we got to the airport in, in Crete, we had a two-hour wait on the coach, I think there was a delayed flight or something, and and Angela: Right, thats quite possible Alison: Yes And I just cant work out why you didnt take us to our hotel and then come back to the airport to . Angela: Right, Im sorry for that wait. I dont know what the problem was. You mentioned a delayed flight there. As you can imagine, you probably werent the only family on the coach waiting, and to to the airport would have been a lot of extra work and they like to try and keep everybody together who are going on the same flight. I can actually look into that for you ferry people to and from resort pick up the people from the delayed flight Listen and fill in the following blanks. Watching 2-Task 1 Match the words in the left column with the appropriate meanings in the right column.1. Warming-up Watching 2-Task 1Claimn. 索赔Panicv. 惊恐；恐慌Suspect v. 怀疑Furthera.更多的；进一步的Whats the deadlinefor claim?索赔什么 时候截止？Can you point out the man you suspect?你能把你怀疑的人指出来吗？Further argument wont make anyDifference.再辩论下去也不会有什么用。Her biggest pride is that,in emergencies,she does not panic.她最大的优点是临危不乱。Assistance n. 帮助；援助He called and called but noone came to hisassistance.他喊了又喊，但没有人来帮忙。 Watching 2-Task 1 Rose is calling Gloria. Watch the video clip and decide whether the following statements are true or false. Then write down the key words to support your answers.1. Rose tells Gloria that TAF refuses to compensate the customer.2. Gloria is angry with Roses way of handling her complaint. False Gloria is satisfied with the way Rose handled the complaint.False Rose tells Gloria to verify whose responsibility it is before discussing compensation.Script2. Extensive Watching Watching 2-Task 1 Watch the video clip again and tick () the correct answer to each question.1. According to Rose, what may cause the customers allergy? A. The unusual smell. B. The new ingredient. C. The new formula.2. Under what conditions shall TAF compensate the customers loss? A. If he can provide official documents to support his claim. B. If he can show his allergic blotches to support his claim. C. If he can provide his personal identification.3. What do you think Gloria will do next? A. She will remove the TAF products from the shelf. B. She will ask the customer to stop using the product for the time being. C. She will help the customer get compensation from TAF.Script3. Intensive Watching Watching 2-Task 1Review the following sentences, paying special attention to the use of imperative mood.1. No need to panic!2. Remember to ask him to stop using the product.3. Please call me if you need our further assistance.4. Language Summary Watching 2-Task 2 Look at the following pictures and tick () those gifts you think are appropriate for clients.1. Warming-up Watching 2-Task 2Steadily ad. 稳定地；坚固地Efficiencyn. 效率；效能Continual a.连续不断的；持续的false alarm 虚惊一场He went on working steadily.他继续 稳健地工作。The continual strain aged him.持续的过度劳累使他变老了。He was the victim of a false alarm.他受了一场虚惊。Efficiency dependson good organization.高效率依赖于良好的组织。 Watching 2-Task 2on the contrary 相反地all the way 一直；完全地You must betired. On the contrary, I fell wide awake. 你一定很累了。相反,我觉得很清醒。All the way she pondered her problem.一路上她都在思索她的问题。 Watching 2-Task 2 Rose is visiting Gloria. Watch the video clip and decide whether the following statements are true or false. Then write down the key words to support your answers.1.Gloria is happy with the way Rose handled her complaint last month.2. Gloria will continue the business with TAF because Rose gives her some gifts. False They will continue their business because TAF produces quality products and they have efficient after-sales service.True You reacted very quickly to the case. Were pleased with that. Script2. Extensive Watching Watching 2-Task 2 Watch the video clip again and fill in the blanks with proper words. order satisfiedfalse confidencevolume Script 3. I
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