Unit 10 Customer Unit 10 Customer ServiceService

Language Focus

Grammar Focus

Session2

Translation

11 Match the words from the text with corresponding Match the words from the text with corresponding

meanings.meanings. (1) satisfaction(1) satisfaction

(2) expectation(2) expectation

(3) attitude(3) attitude

(4) impression(4) impression

(5) exceed(5) exceed

(6) enhance(6) enhance

a an idea of what something is likea an idea of what something is like

b to be greater than a number or b to be greater than a number or amountamount

c when you expect good things to c when you expect good things to happenhappen

d a feeling or opinion about something d a feeling or opinion about something or someoneor someone

e a pleasant feeling which you get e a pleasant feeling which you get when you receive something you when you receive something you wantedwanted

f improve the quality, amount or f improve the quality, amount or strength of somethingstrength of something

Keys: (1) e (2) c (3) d (4) a (5) b (6) f

22 The verbs in the table are from the text. Write out The verbs in the table are from the text. Write out their nouns forms.their nouns forms.

NOUNS VERBS

exist

satisfy recommend

treat enhance

engage

apply fail

identify appreciate appreciation

identification

application

engagement

recommendation

satisfaction

existence

treatment

enhancement

failure

3 Work in pairs. Replace the words in italics with the 3 Work in pairs. Replace the words in italics with the words used in the text.words used in the text.

(1) Customer service is a series of activities designed to (1) Customer service is a series of activities designed to be be more numerous than (e _more numerous than (e _ _ _ _ _ ) the level of _ _ _ _ ) the level of customer’s satisfaction.customer’s satisfaction.

(2) A company’s most important (2) A company’s most important assetasset (p_ _ _ _ _ _ _ ) is its (p_ _ _ _ _ _ _ ) is its customers.customers.

(3) Buyer (3) Buyer needsneeds (e _ _ _ _ _ _ _ _ _ _) and the way they (e _ _ _ _ _ _ _ _ _ _) and the way they are fulfilled is what selling is all about.are fulfilled is what selling is all about. ..

x p e c t a t i o n

r o p e r t y

x c e e d

3 Work in pairs. Replace the words in italics with the 3 Work in pairs. Replace the words in italics with the words used in the text.words used in the text.

(4) Your interest and (4) Your interest and eagernesseagerness (e_ _ _ _ _ _ _ ) in serving (e_ _ _ _ _ _ _ ) in serving the customers is a very important part of good customer the customers is a very important part of good customer service.service.

(5) A successful representative (5) A successful representative favorablyfavorably providesprovides (r_ _ _ _ (r_ _ _ _ _ ) a simple, but effective, common-sense technique._ ) a simple, but effective, common-sense technique.

(6) You should find the right (6) You should find the right even distributioneven distribution (b_ _ _ _ _ _ (b_ _ _ _ _ _ _ ) between speedy service and personal attention._ ) between speedy service and personal attention.

thusiasm

alance

ecommends

4 Complete the passage using words from Vocabulary 4 Complete the passage using words from Vocabulary 1 and 2 in the correct form.1 and 2 in the correct form.

(1)_______ customer is normally a vital part of an organization’s(1)_______ customer is normally a vital part of an organization’s

business value proposition, which is designed to (2) _______business value proposition, which is designed to (2) _______

customer satisfaction. Good customer service should not onlycustomer satisfaction. Good customer service should not only

(3)_______ customers’ wants and needs, but inspire its(3)_______ customers’ wants and needs, but inspire its

customers to (4) _______ it to their friends and associates,customers to (4) _______ it to their friends and associates,

which ultimately decides whether a business will succeed or (5)which ultimately decides whether a business will succeed or (5)

_______ . It’s necessary for a company to (6) _______ strength_______ . It’s necessary for a company to (6) _______ strength

and (7) _______ its own reputation, which will also (8) _______and (7) _______ its own reputation, which will also (8) _______

in the role of customer satisfaction.in the role of customer satisfaction.

satisfying

appreciate

exceed

recommend

fail enhance

identify exsit

Grammar Focus: Grammar Focus:

Past Continuous & Past PerfectPast Continuous & Past Perfect

Analysis

Practice

Past ContinuousPast Continuous We use the past continuous tense to describe a past action over a period of time.

Form: [was/were (not) + present participle]

Usages Discuss and match the following sentences with the given uses.

1. Actions in the past that take place at a particular time.

2. With the Past Simple to refer to a long action that is interrupted by a shorter one.

3. Two actions developing at the same time in the past.

a. We were talking about our last holidays when the boss came into the office and got angry.b. What were you doing last evening at 8:45?c. While my boss was talking to me, I was dreaming of my last holidays in Beijing.

Keys: (1) b (2) a (3) c

Exceptions in Spelling when Adding -ingExceptions in Spelling when Adding -ing . .

Write down the -ing form of the following words. MindWrite down the -ing form of the following words. Mind

the exceptions in spelling.the exceptions in spelling.

live live run run lie lie fly fly

die die chat chat swim swim win win

living running lying flying

dying chatting swimming winning

Exceptions in Spelling when

Adding ing Example

final e is dropped (but: ee is not

changed) come-coming (but: agree-

agreeing) after a short, stressed vowel, the

final consonant is doubled sit-sitting

l as final constant after a vowel is doubled

sit-sitting

final ie becomes y lie-lying

Positive, Negative and Question SentencesPositive, Negative and Question Sentences

Complete the table in past progressive. Complete the table in past progressive.

positive negative question

He was not working in

that company. Were they making a c

ontract?

He was complaining.

He was not listening to their explanation.

She was packing the

goods.

He was working in that company.

Was he working in that company?

They were making a contract.

They were not making a contract.

He was not complaining. Was he complaining?

He was not listening to their explanation.

Was he listening to their explanation?

She was not packing the goods.

Was she packing the goods?

Past Perfect Past Perfect

Past perfect is used when there are two past events. The past perfect event happened first in time.

Form: [had (not) + past participle]]

Usages Discuss and match the following sentences with the given uses.

1. something occurred before another action in the past

2. duration before something in the past 3. conditional sentence (It is impossible

that the condition will be fulfilled because it refers to the past.)

a. We had had that car for ten years before it broke down. b. Had known the real reason, we would have compensated for the loss of your company. c. Had Susan ever called customer service representative before she complained to the manager?

Keys: (1) c (2) a (3) b

Exceptions in Spelling when Adding “ed”Exceptions in Spelling when Adding “ed”

Write down the participle form of the following words.Write down the participle form of the following words.

Mindthe exceptions in spelling.Mindthe exceptions in spelling.

shut shut spent spent give _____ give _____

swim swim catch catch drink _____ drink _____

shut spent given

swum caught drunk

Exceptions in Spelling when

Adding ed Example

after final e, only add d love – loved final consonant after a short, stressed vowel or l as final

consonant after a vowel is doubled

admit – admitted

travel – travelled

final y after a consonant becomes i hurry – hurried

Positive, Negative and Question SentencesPositive, Negative and Question Sentences

Complete the table in past progressive. Complete the table in past progressive.

positive negative question

He had compensated

for the loss. He had not sent the bil

l to that company. Had you signed contra

ct before the meeting?

They had exceeded c

ustomer’ satisfaction.

He had not compensate-d for the loss.

Had he compensated for the loss?

He had sent the bill to that company.

Had he sent the bill to that company?

You had signed a contract before the meeting.

You had not signed a contract before the meeting.

They had not exceeded customer’ satisfaction.

Had they exceeded customers satisfaction?

PracticePracticeFill the following blanks by using the correct form of past continuous orpast perfect.

1. When I phoned my friends, they (play) cards.

2. While Aaron (work) in his room, his friends (swim) in the pool.

3. The kids (play) in the garden when it suddenly began to rain.

4. The storm destroyed the sandcastle that we (build) .

5. The waiter brought a drink that I (order) .

were playing

was working

were swimming

were playing

had built

had not ordered

Fill the following blanks by using the correct form of past

continuous or past perfect.

6. The children collected the chestnuts that (fall)

from the tree.

7. In the shopping centre, I met a friend who I (see)

for ages.

8. All day long, Phil was angry with me just because I (greet)

him first.

9. I tried to tell them the truth but they (listen) .

10. Yesterday at six I (prepare) dinner.

PracticePractice

had fallen

had not seen

had not greeted

were not listening

was preparing

TranslationTranslationTranslate the following sentences into English.

2 这家公司会提供超越客户需求的优质服务。

1客户服务是包括售前服务、售中服务以及售后服务在内的一系列活动。

a series of …

prospective customer

Customer service is a series of activities including pre-sale services, in-sale services and post-sale services.

We’d like to discover some prospective customers through this International Fair .

3 员工的智慧是我们无形的财产。

Stuff’s intelligence is our intangible property.

intangible property

Please tell us a competitive price so that we can consider our further cooperation.

4 折扣与特价是商家常用的促销手段。

5 请报给我们一个有竞争力的价格，以便我们考虑继续合作。

special offer

competitive price

Discounts and special offers are the promotion methods which are commonly used by merchants.