邮政英语 Unit 4

5UnitCustomerServiceLeadinAudio-VisualExtendedPracticeReading12ProfessionalSkillsGettoKnowthePostDoItYourselfUnit4LeadinRelatedInformationThevideoUnit4CustomerServiceLeadinDiscussthefollowingquestionsaccordingtothepicturesgivenbelowUnit41.Whatqualitiesshouldthecallstaffpossess?2.Doesthefacialexpressionsofthecallcenterstaffmatterandinwhatway?3.WhatservicesdoesChinaPostCustomerServiceCenterprovide?1CustomerServiceopenopendealingwithcomplaints,offeringinformationonservices,mailtracking…Audio-VisualpracticetextUnit4CustomerServiceAudio-VisualWatchthevideoandanswerthefollowingquestions.2Unit4CustomerService1.Besidesefficiency,whatotherqualitiesofthepostmenareregardedasimportantbypostalcustomers?2.HowdoesMrs.Rigbydescribetheappearanceoftoday’spostmen?Thepostmen’sappearanceandbehavior.Somewearnouniformatall.Somedonotevenwearaneatcollarandtie,justaT-shirt.Youjustcannottelltheyworkforthepostoffice.Audio-VisualWatchthevideoandanswerthefollowingquestions.2Unit4CustomerService3.Despitethecomplaints,somecustomersarestillhappywiththeirpostmen.Forwhatreasons?4.Whydoesoneofthecustomerswanttogivethepostmanabrush?BecausethepostmantracedthecorrectaddressfromthepostcodeanddeliveredthelettertoMrs.Waltonthoughtheaddresserhadomittedherhousenumberandthenameoftheroad.Thepostmanleanshisbikesocarelesslyagainsthergaragedoorandgetsthepaintscratched.Watchthevideoagainandfillouttheblankswithwhatyouhear.3“Hewascleanandsmartandhadanairof(1)________abouthim.Hewasalsovery(2)________.Duringthetimeittookmetogettothefrontdoor,thepostmandidn’tbang(3)________atthedoor,nordidheringthebellagain.Iwouldlikehimtoknowthathisbearingand(4)________ismuch(5)________.AndIhopehewillletnoone(6)________himfromanystandardshehassetforhimself.”Audio-VisualUnit4CustomerServiceefficiencyconsiderateimpatientlybehaviorappreciateddissuadeWatchthevideoagainandfillouttheblankswithwhatyouhear.3Mrs.Archerwriteshercornerhouseisthefirstintheroadtowhichapostmandelivers.“Everymorningheopensmygateand(7)________hisbundleoflettersandthendrophis(8)________bandsoutsidemyfrontdoor.Mydognearlychokedononeyesterday.Perhapsyoucouldaskyourpostmentobemorecarefulinfuture.”Audio-VisualUnit4CustomerServiceundoesrubberCustomerServiceUnit4Reading1HowtoTreatYourCustomers2DealingwithDifficultCustomersReading1Readthenumberedprinciples.Matcheachofthefollowingsentenceswithoneprinciple.4ACustomersmayfeelsatisfiedwhentheyarewarmlyserved.BNobodylikesbeingignored.CThepostcompanycanbenefitfromsellingadditionalservicetocustomers.DPostalemployeesareirreplaceableinsellingproperservicestocustomers.EThepostalemployeesareencouragedtoacceptcomplaintsandhandlethemactively.14637CustomerServiceUnit4Reading1VocabularyAssistantpossessv.占有，拥有professionaladj.专业的moralityn.道德；伦理farmorethan远不只是accuratelyadv.精确地contentadj.心满意足的outstandingadj.杰出的complainv.抱怨reliabilityn.可靠性inexchangefor作为……的交换accordinglyadv.相应地individualn.个人Unit4CustomerServicegenuinelyadv.真正地sympathyn.同情rectifyv.纠正；改正apparentadj.明显的hasslev.打扰，麻烦revenuen.收入，收益perceivev.感知bareadj.仅有的beawareof意识到Unit4CustomerServiceVocabularyAssistantHowtoTreatYourCustomerTreatyourcustomersasyouwouldliketobetreatedyourself.Thisisthegoldenserviceruleforallpostalemployees.Toachievethisrule,youmustknowwhatyourcustomersarelookingforandpossessthenecessaryprofessionalmorality.1.Yourcustomersarelookingforfarmorethanjuststamps.Whattheyneedisyour:Assistance,AdviceandInformation.Unit4CustomerServiceReading1如何对待顾客如你希望被对待的那样去对待顾客。这是所有邮政员工要遵守的优质服务准则。为了实现这一准则，你必须了解顾客的需要并且拥有必要的职业道德。1．顾客需要的远不止是邮票。他们需要你提供帮助、建议和信息。Para.1Para.5Para.6Para.3Para.4Para.8Para.7Para.2Unit4CustomerService如果你能自如地、精准地并且面带微笑地提供这些服务，你的顾客将会满意地离开。如果你的服务是出色的，他们将会再次光临。如果你的服务是糟糕的，他们极有可能去其他地方。记住有许多顾客不说，也不抱怨，但是不会再回来。Para.1Para.5Para.6Para.3Para.4Para.8Para.7Para.2Ifyougivethesethingsfreely,accuratelyandwithasmile,yourcustomerswillgoawaycontentwithyourservice.Ifyourserviceisoutstandingtheywillcomeback.Ifyourserviceisbadtheywillmostlikelygoelsewhere.Rememberthatmanycustomers:Don'tsaymuch.Don’tcomplain.Don'tcomeback.Unit4CustomerService2.Don’tjusttakethemoneyandrun.SomethingisMOREIMPORTANTthanprice!Whatyourcustomersarereallylookingforis:ReliabilityandGoodService.Rememberyourcustomersarehungryforgoodserviceandtheyarepreparedtopayforit.Theywillforgiveamistake,buttheywillNEVERforgiveabadattitude.Thegoodserviceisuptoyou.2．不要拿了钱就走人。有些事情比价钱更重要。顾客真正需要的是诚信可靠以及优质服务。记住你的顾客渴望优质服务并且愿意为此买单。他们会原谅一个错误，但是他们永远不会原谅恶劣的态度。是否能够提供优质服务取决于你。Para.1Para.5Para.6Para.3Para.4Para.8Para.7Para.2Unit4CustomerService3.Talkingtopeoplemakes:Yourdaygofasterandyourworkmoreinteresting.Machinescansupplystampsinexchangeformoney.Onlyyou,realpeople,canSELL,therightservicetoyourcustomers.4.Rememberthatineveryjobtherearetwoparts:RulesandPeople.3．与顾客聊天让你的时间过得更快，也让你的工作变得更有趣。机器售出邮票换来金钱。只有你，有血有肉的人，能够为顾客提供他们所需的服务。4．记住每一份工作都涉及两方面，即规则和人。Para.1Para.5Para.6Para.3Para.4Para.8Para.7Para.2Unit4CustomerService你们都能掌握工作的规则，但是你们必须充分了解顾客是人，因此应该被区别对待。如果你在“规则和人”这两方面都能应付自如，那么你就会爱上你所从事的任何工作。为了实现这一点，你必须：要付出注意力。要认识到人们喜欢被关注，而不是被马马虎虎的搪塞过去。要看着他们的眼睛。要给予他们那种人与人之间的沟通。根据情况分别地对待顾客，那么他们就会区别对待你。如果你记住他们，