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ApproachingWorkplaceWorkplaceCommunicationMiniTextTextGrammarReviewAppliedWritingSyndicateActivitiesWorkinpairs.Lookatthefollowingpicturesandtellwhattheyareabout.ApproachingWorkplaceBackApproachingWorkplaceBackThecompanytechniciandoesregularcheckonthehomeequipmentforthecustomer.Thedeliverymandeliversthegoodstothecustomerathome.ApproachingWorkplaceBackThemechanicina4Sshopservicesthecarforthecustomer.Acompany’safter-saleclerkmakesahomevisitandconductsasurveyoncustomer’ssatisfactionabouttheirproduct.ApproachingWorkplaceBack1.Haveyoueverheardoftheslogan“CustomerFirst”?Doyouagreetoit?2.Whatdoyouknowcustomerservicerefersto?Yes.Ican’tagreemore.First,customerspaythecompanyforaproducttheyget.Theyshouldberespectedandgetproperservice.Second,allcompanies’expensesandtheirstaff’ssalariesareactuallypaidbycustomers.Withoutcustomers,companiescan’tsurvive.Itreferstothewayinwhichacompanytreatsitscustomersandanswerstheirquestions,complaintsetc.Nowdiscussthequestionsbelowandthenreporttoyourclass.3.Haveyouevertakenpartinanycustomersatisfactionsurvey?Whatisit?4.DoyouthinkgoodcustomerservicecanhelpcompaniesNo.Ihaven’t.ButIknowacustomersatisfactionsurveyisusuallyaquestionnaireformthatcustomersareaskedtoanswerorfillin.Thecompanyusesittogetinformationaboutwhatcustomersthinkaboutitsproductsorservice.Yes,absolutely.Goodcustomerservicewillbringaboutgoodopportunitytothebusiness.Andmorecustomerswillbuytheirproducts.Nowdiscussthequestionsbelowandthenreporttoyourclass.5.Whatservicedoyouthinkcanbeconsideredgoodcustomerservice?Astogoodcustomerservice,thecompanycaresabouttheircustomers,providesproperafter-salesserviceandquicklyrespondstocustomers’questionsandcomplaints.Inaword,agoodcustomerserviceisaservicethatissatisfyingtothecustomers.Nowdiscussthequestionsbelowandthenreporttoyourclass.WorkplaceCommunicationBackYouwillhearfivestatements.Listentothemcarefullyandmatcheachstatementwiththecorrespondingpicture.Statements12345PicturesedacbBackListentothestatementsagainanddecidewhetherthesesentencesare“Right”or“Wrong”.Ifthereisnotenoughinformationtochoose“Right”or“Wrong”,choose“Notmentioned”.1.Manycompaniesusecustomerfeedbacktoimprovetheirservice.a.Right.b.Wrong.c.Notmentioned.2.Davidissohappywiththecustomerserviceofthecompanythatheiscalling.a.Right.b.Wrong.c.Notmentioned.Back3.Maryisalwaysshywhenshetalkswiththecustomerinhershop.a.Right.b.Wrong.c.Notmentioned.4.LucywinstheBestServicePrizeforhergoodservicetothecustomers.a.Right.b.Wrong.c.Notmentioned.5.MikehastakensomeEnglishcoursebeforeheworksinthecompany.a.Right.b.Wrong.c.Notmentioned.BackScriptsUsetheRightWordHerearetwogroupsofwordsfrequentlyusedincustomerservice.Ineachgroup,deleteonewordwhichdoesnotgowiththeoneinthecircle.BackUsetheRightWordHerearetwogroupsofwordsfrequentlyusedincustomerservice.Ineachgroup,deleteonewordwhichdoesnotgowiththeoneinthecircle.BackListeningInSituation:AnnaandPeterarecolleaguesinacompany.Theyaretalkingaboutdesigningthecustomersatisfactioncard.Listentothemodeldialogueandfillintheblankswithwhatyouhear.BackModelDialogueAnna:Peter,whydoweneedthecustomersatisfactioncard?Peter:Youknow,itcanhelpusto__________________________andimprovecustomerservice.Anna:Isee.So,whomarewegoingtosendthesecardsto?Peter:Ithink,tothecustomerswho________________________andthosewhohavereceivedourservice.Anna:That’sright.Andwhatmainitemsshallweputinthecard?Peter:Well,weneedtoputtheitemssuchasdeliveryservice,maintenanceserviceandthewaywe______________________.Anna:Great!Thenhowcanwe__________________________?Peter:Wecanaskcustomersto____________________afterserviceoronthewebsite,oranswerquestionnairebytelephone.Anna:Yeah,Iagreewithyou.havemadecomplaintsmeetcustomers’needshandlethecomplaintsapplythecardsfillintheformsBackListentothemodeldialogueagainandcheckyouranswers.Thenpracticethedialogueandtrytorole-playitwithyourpartner.Whenyourole-playit,youareexpectedtousetheMindMapbelow,butdoNOTlookatthemodeldialogue.SpeakingOutScriptsBackBackListentothedialogueandfillinthemissinginformationonthefollowingMindMap.Situation:EllaisreplyingtoacustomersatisfactionsurveygivenbyJack,awaiterinarestaurant.ListeningInBackBackListentothedialogueagainandcheckyouranswers.Thenrole-playitwithyourpartnerbyusingtheaboveMindMap.SpeakingOutBackScriptsTask1ReadthefollowingMiniTextandfindthewordorexpressionthatmatchesthecontextmeaninggiven.a)______________:sweetfoodthatyoueatafterthemainpartofamealb)______________:theparticulartastethatfoodordrinkhasc)______________:havingdoubtsaboutsomethingthatotherpeoplethinkistrueorrightd)______________:tothinkaboutsomethingbecauseyouwanttoknowmorefactsordetailsaboutite)______________:aflavorusedinsomesweetfoodsf)______________:tobecomecooler,ortomakesomethingcoolerdessertflavorskepticalwondervanillacoolMiniTextBackAStoryofCustomerComplaintBackWordTipsThisisarealstory,experiencedbycustomercareatGeneralMotors.Thecomplaintreads:“Imaysoundcrazy,butitisafactthatwehaveatraditioninourfamilyoficecreamfordessertafterdinner.EverytimeIbuyavanillaicecream,whenIcomebackfromthestoremycarwon’tstart.IfIgeta