《服务外包英语》课件Unit 6 Dealing with Customers.ppt
- 【下载声明】
1. 本站全部试题类文档,若标题没写含答案,则无答案;标题注明含答案的文档,主观题也可能无答案。请谨慎下单,一旦售出,不予退换。
2. 本站全部PPT文档均不含视频和音频,PPT中出现的音频或视频标识(或文字)仅表示流程,实际无音频或视频文件。请谨慎下单,一旦售出,不予退换。
3. 本页资料《《服务外包英语》课件Unit 6 Dealing with Customers.ppt》由用户(momomo)主动上传,其收益全归该用户。163文库仅提供信息存储空间,仅对该用户上传内容的表现方式做保护处理,对上传内容本身不做任何修改或编辑。 若此文所含内容侵犯了您的版权或隐私,请立即通知163文库(点击联系客服),我们立即给予删除!
4. 请根据预览情况,自愿下载本文。本站不保证下载资源的准确性、安全性和完整性, 同时也不承担用户因使用这些下载资源对自己和他人造成任何形式的伤害或损失。
5. 本站所有资源如无特殊说明,都需要本地电脑安装OFFICE2007及以上版本和PDF阅读器,压缩文件请下载最新的WinRAR软件解压。
- 配套讲稿:
如PPT文件的首页显示word图标,表示该PPT已包含配套word讲稿。双击word图标可打开word文档。
- 特殊限制:
部分文档作品中含有的国旗、国徽等图片,仅作为作品整体效果示例展示,禁止商用。设计者仅对作品中独创性部分享有著作权。
- 关 键 词:
- 服务外包英语 服务外包英语课件Unit Dealing with Customers 服务 外包 英语 课件 Unit
- 资源描述:
-
1、Contents Passage Two4 Starting Up1Listening&Speaking2Passage One3Language Lab7Tips for Professionals 7Writing5Mini-project6Starting UpTask 1 Discuss in groups.List skills or qualities a person needs if he/she wants to join the service industry.For example,Starting up-1Having good language skillsBein
2、g proactiveBeing patient Starting up-2Starting UpExchange your ideas with classmates about what are the best ways in handling complaints over email.For example,Task Two Begin your email with“Thank you.”Explain why or how the problem happened.Offer compensation if applicable.Starting up-3Starting UpW
3、ork in pairs and list three effective ways to keep customers loyal to your company.Task Three ListeningListening&SpeakingDialogue OneDialogue TwoSpeaking TaskL-Task 1Listening&SpeakingDialogue One:Managing Outsourcing Relationship 1.execution:n.when something is done or performed,especially in a pla
4、nned way 执行Example:1)Although the original idea was good,its execution has been disappointing.虽然设想很好,但执行起来却令人失望。2)Every selling plan made by him is impossible of execution.他所做的一切销售计划都是不能实现的。Key Words and ExpressionsL-Task 1Listening&SpeakingDialogue One:Managing Outsourcing Relationship 2.phase:n.an
5、y stage in a series of events or in a process of development 阶段Example:1)That project would enter a second phase at the beginning of 2012.该项目将在2012年初进入下一阶段。2)The project is only in the initial phase as yet,but its looking quite promising.这个项目虽然刚刚起步,但却很有前景。Key Words and ExpressionsL-Task 1Listening&S
6、peakingDialogue One:Managing Outsourcing Relationship 3.hamper:v.to prevent someone doing something easily 阻碍Example:1)Carbon tax will hamper the new investment program.烟尘排放税将阻碍新的投资计划。2)Rising costs were hampering supply of the metal as demand grew.随着需求量的上升,上涨的成本在制约金属制品的供应量。Key Words and Expressions
7、L-Task 1Listening&SpeakingListening Task:Listen to an excerpt about how to manage outsourcing relationship and answer the following questions according to what youve heard.1.What is the key practice for the service provider in managing outsourcing relationship?2.What could service provider do to bui
8、ld a lasting trust with the client?3.What practice can keep the client informed of the projects progress?4.What practice could the parties upgrade the future goals?L-1-ScriptListening&Speaking Managing outsourcing relationship Managing a long-term outsourcing relationship is no easy task.It takes ma
9、ny years to maintain outsourcing relationship.The experience indicates that the practices and mindsets are common contributing factors to imperfect outsourcing relationships.Although the parties enter into an outsourcing agreement with the intent to work well together for a long-term relationship,pr
10、oblems will surface.For a service provider the key practice is to have clear understanding of the requirements of the client.Secondly,every project bet it small or big must be given equal importance.Even if a particular project is small,it must be handled well and delivered on time.This can build a
11、long lasting trust between the client and the service provider.Once both the parties are satisfied with each others working nature and other basic things,Service Level Agreement should be signed so that the project can be moved to the execution phase.L-1-ScriptListening&Speaking Precise planning sho
12、uld be there from the service providers side and the client must be aware of all the things and the progress of the project.Pre-defining of objectives and criteria will keep the client informed of the progress and the service provider would also have an idea about where they stand in meeting custome
13、r expectations.For an outsourcing project to be successful there must be a dedicated team on both sides.Each team needs to be aware of all aspects of the project and can easily identify and resolve any problem in time.Usually there might be hundreds of issues during the implementation of any outsour
14、cing project.Therefore,review meetings must be held periodically and the discussion in these meetings can upgrade future goals and resolve issues which might be hampering the completion of the project on time.L-Task 2Listening&SpeakingDialogue Two:Ending a Business Relationship switch:v.to replace o
15、ne thing with another,or exchange things更换,转移Example:1)Weve switched the meeting from Tuesday to Thursday.我们已经把会议时间从星期四改到星期五了。2)Foreign investors are switching their focus from local shares to stakes in local companies.外国投资商开始把注意力从原来的本地股票转移到了本地公司的股份。Key Words and ExpressionsL-Task 2Listening&Speakin
16、gListening Task:Listen to the dialogue about ending a business relationship and judge whether the following statements are true or false.1.The change in the plan is to end the use of the services provided by Tech Experts._ 2.The man suggests they tell their business partner about the changes immedia
17、tely._3.The woman thinks Tech Experts really disappoints them this time._ 4.The woman holds the view that Tech Experts will turn for the better after they learn the mistakes._ L-2-ScriptListening&Speaking Alan:Whos going to inform Tech Experts of our changes in the plan?Lisa:You mean about ending ou
18、r use of their services?Alan:Yeah,the contract we signed with them last year is almost up,and as we decided last month,well be going with another company.Lisa:I think we should wait until after all of our current projects are done.We still have two more in their hands.Alan:Okay,but I dont want to wa
19、it too long to tell them,even if were not happy with their service.As a professional courtesy,we should let them know soon.Lisa:That may be true with other companies,but Tech Experts has really let us down this past year.If we didnt have a contract with them,we would have switched companies long ago
20、.L-2-ScriptListening&Speaking Alan:Well,maybe theyll learn from their mistakes.After all,theyve been in business a long time.Lisa:Yeah,but old habits die hard.And if you ask me,the company is almost out of business.Its only a matter of time before they lose most of their customers,at the rate theyre
21、 going.Alan:I dont know about that,but I do know one thing.Its a good thing youre not their public relations representative!SpeakingListening&SpeakingSpeaking Task Make a dialogue about ending a business relationship with an outsourcing company for its long delays and low quality of the service.Work
22、 with a partner,one acting as the service provider,the other the client.Passage 1TextKey Words and Expressions Reading Task Passage OneText 1-1Winning Customers through Effective Telephone Etiquette Although many businesses are now offering customer service via e-mails and online chat,telephone call
23、s are still many businesses primary contact.For many customers,a telephone call to customer service is a relatively quick way to resolve any issues and also receive human interaction.Having proper telephone etiquette can often make a huge difference in a satisfied customer.When answering the phone,b
24、e sure to speak clearly and slowly.Do not make your customers ask you to repeat yourself.With many businesses outsourcing their customer service help lines,aPassage OneText 1-2customer may be dealing with someone who speaks English as a second language.However,the representative can manage the langu
25、age barrier by speaking slowly and clearly.It is very important for a customer service representative to actually listen to the customer.The customer wants to feel that they have your undivided attention.Listen to the customers inquiries or requests and attempt to resolve the issue as quickly as pos
展开阅读全文