体验商务英语综合教程4Unit10&11资料

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1、Unit10CustomerserviceListening:NewideasincustomercareAa)Doingtherightthing:DoingwhatwepromisedtodoMakingsuremistakesdonothappenSatisfyingcustomersBeingreliable,courteousDealingwithcomplaintsquicklyb)Delightingcustomers:Example:youorderabookfromAmazon.co.ukat5pmanditarrivesat9amthe

2、nextmorning.BIne-commerce,e-mailqueriesoftenendupintheComputerServicesDepartment.Thepeopletherecaremoreaboutthewebsitethanthecustomer’ssatisfactionwiththecompany’sproducts.Manycompaniesfailtoanswerthesee-mails.C1Advantage:Technologycanimprovecustomerservicebecausethepersonatthecal

3、lcentercancallupallthecustomers’detailsontheircomputerscreenandspeaktothemwithallthenecessaryinformationattheirdisposal.Disadvantages:Youdon’thaveapersonalrelationshipofthetypethatpeopleusedtohavewiththeirbankmanagers.Also,callcenterpersonnelhavetoansweracertainnumberofcallsanhour

4、andmaynottakethetimetoanswerallyourqueriestoyoursatisfaction.2atruebtruecfalsedtrueetrueReading:CustomerdelightATherealfiguresare:112220380%B1a)True:’Customer”delight”isthestatedaimforcompaniesbattlingtoretainandincreasemarketshare’.b)False:‘Manypeopledonotliketalkingtomachines’an

5、deveniftheserviceisfastandautomated,nothinginthearticleindicatesthatpeoplepreferthistorealface-to-faceservice.a)False:‘recommendedwaysofinducingcustomerdelightinclude:under-promisingandover-delivering’.2Becauseofthenumberofthingsthatcangowrong:‘delayscausedbyweather,unclaimedlugga

6、geandtechnicalproblems’.(Amorecommonproblemthanlostluggageandyoumightliketosuggestthattheauthormaybeconfusingthetwo.)3Ininformationtechnology,sothat‘informationisavailableinstantlyonscreen’.Intraining,sothatstaffhave‘awinningtelephonestyle’whendealingwithcallsablutbookingsandfligh

7、ttimes.4Staffindifferentdepartmentstreateachother‘ascustomersrequiringthehigheststandardsofservice’.CAdangerhereisthatover-deliveringmaybeexpensive.Ifitisnotforeseeninthecompany’sbusinessmodel,over-deliveringmaywipeoutitsprofitsmargins.Under-promisingmaybringaboutacultureamongempl

8、oyeesthatit’sacceptabletopromisel