体验商务综合英语4-Unit-10-Customer-Service

1商务综合英语课程教案授课时间第周星期第节课次授课方式（请打√）理论课√讨论课□实验课□习题课□其他□课时安排6授课题目（教学章、节或主题）：Unit10customerserviceTeachingobjectivesandrequirements(教学目的、要求):Studentsarerequiredto1．Mastereconomicvocabularyincustomercareandservice;2．Befamiliarwithwaysofdealingwithcustomercomplaints；3．Gettoknowsomebesttechniquesfordealingcustomercomplaints;4.Learntheskillsofdealingcustomercomplaints.Teachinghighlightsanddifficulties(教学重点及难点)：Highlights:1.graspwaysofdealingwithcustomercomplaints.2.mastereconomicvocabularyincustomercareandservice.Difficulties:1.understandthevariousmethodstosolvecustomercomplaints.2.expressthemselvesmorefreelyonthethemeafterdoingaseriesoftheme-relatedreading,listening,speakingandwritingactivities;Timeallotment(教学时数)：6PeriodsTeachingmethod(教学方法)：1.GroupDiscussion2.Exemplificationanddemonstration；3.Task-basedteaching4.Teams-basedCooperativeLearningReferences(参考书目)：1.科顿，法尔维等编，体验商务英语综合教程4，《体验商务英语》改编组改编，高等教育出版社，2012.62.马斯库尔，海特勒著，体验商务英语教师用书4，《体验商务英语》改编组改编，高等教育出版社，2012.83.蒋景东著，常用商务英语词典，浙江大学出版社，2012,5.4.（英）帕金森编著，牛津英汉双解商务英语词典，华夏出版社，20112教学基本内容方法及手段IITeachingprocedureStep1Startingup:(20minutes)1)1)Write'CUSTOMERSERVICE'inbiglettersontheboard.AskSs,inthrees,tobrainstormbriefly-whattheyunderstandbythisterm.-whattheirownorganisationoreducationalinstitutiondoesinthisarea.ThereisthisdefinitionofcustomerservicequotedatthebeginningoftheBusinessbriefonpage85'alltheactivitiesinvolvedinmakingiteasyforcustomerstoreachtherightpartieswithinthecompanyandreceivequickandsatisfactoryservice,answersandresolutionofproblems'.Thisrelatesmainlytosituationswherethingshavegonewrong.Customerserviceisalsousedinaneutralsensetotalkaboutnormaldealingswhencustomersarebuyingproductsorservices.Ssmayrefertoboththesesensesintheirbrainstormingsessions.Ssworkinginbusinesswillhavesomethingtosayaboutcustomerservice,whoevertheircustomersare,whetherbusiness-to-businessorbusiness-to-consumer.Itcouldbeinterestingtoseehowthoseworkingforgovernmentorganisationsviewtheir'customers'andwhattheyunderstandbycustomerservice.Inthecaseofeducational2)Studentsareaskedtofigureoutthemeaningofthequotation:AskSstolookatthequotation.Cantheythinkofotherqueuingsituationsthatcanbeannoying(suchassupermarketcheckouts,buyingtickets)?Dotheyhaveparticularlybadincidentstorecount?3)Pleasetalkaboutwhatirritatesyouandabouttheplaceofcustomercareinacompany'[e-mail]pbetweentheitems,forexampleunhelpfulandindifferentservicepersonnel.ThemainideaistoencourageSstothinkofspecificincidentstheyhaveencountered,evenonesoftoomuchcustomercare,eg.Thewaiterwhoasks3timesduringamealifeverythingisalright.Step2listening:improvingcommunications(50)TaskAAboutHarrods哈罗兹（英国著名百货公司）HarrodsisalargeupmarketdepartmentstoreonBromptonRoadinKnightsbridge,London.TheHarrodsmottoisOmniOmnibusUbique,whichmeansAllthings,forallpeopleeverywhereandreferstoitsclaimthatabsolutelyanythingcanbeboughtthere.itisparticularlyfamousfortherangeofgoodsavailableintheseasonalChristmasdepartmentandthefoodhall.ThepresentownerisanEgyptian,MohamedFayed(whosesonDodiwaskilledinthesamecarcrashasprincessDiana).Heboughtthestorein1985for£615million.TaskBListenanddecidethestatementsTrue,False,orNotGiven1false(itisaboutexceedingcustomerexpectations)2false(theyexpectalevelofservicethatisbetterthanotherretailers)3true4true5notgiven(thespeakersaysnothingabouthowoftenfeedbackisgiven)6false(theyaregivenacertificatefromthechairmanand£5oinvoucherstospendinthestore)Audiolingualandcommunicativemethod3课程教案（续）教学基本内容方法及手段Script10.1(I=InterviewerSA=SarahAndrews)IAtHarrodshowdoyoudefinegoodcustomerservice?SAGoodcustomerservicehereatHarrodsisaboutexceedingourcustomers'expectations.Ermthecustomer'sexpectationshereatHarrodsaregenerallyhigherthanmostotherretailersandmostotherDepartmentStores,inthattheymayvisitoneofourcompetitorslikeermafoodretaileroranotherDepartmentStoreandtheywouldexpecttogetagenerallevelofcustomerservice.InHarrodstheyexpecttobebowledoverwiththeservicethattheyreceive.Theyexpectourstafftogotheextramileateverygivenopportunityandtoreceivesomethingquiteexceptional.Weactuallysetermaminimumlevelofservice,aframeworkthatallofourstaffworktowards,thatwhentheyjointhebusinesswetrainthemonthesesevenstepstoexceptionalservice,thengoingforwardwemysteryshopwhichisbasicallywehaveermrealHarrodscustomersthatwerecruitandgoandtesttheDepartmentsandexperiencetheserviceandreportbacktouswhatthey'veexperienced.Andifourstaffget100%theygetaCertificatefromtheChairman,theyget£50worthofvoucherstospendinthestoreandtheyget,youknow,highrecognitionwithintheirDepartmentsandobviouslyifwehaveconsistentpoorperformersthataren'tmeetingthatminimumlevelofservicethenwe,wewouldmanagetheirperformance.TaskCListento10.2andcomplete:Exampleanswers1establish/buildconsumerloyalty2arethesameasthoseavailableinotherstores/arenodifferentfromthoseinotheroutlets3likelylosetheircustomers/notbuildcustomerloyaltyandtheircustomersmaymovetootherretailers10.2(I=InterviewerSA=SarahAndrews)IDoyouthinkcompaniesgenerallypayenoughattentiontocustomerservice?S