商务英语综合教程学生用书第三册课件彭青龙 ISBN9787811346237第三册第5课.ppt

Why do customers complain? Is that true that customer complaints are always a hassle to the organization? Why or why not? Learning Objective To understand the importance of dealing with customer complaints properly; To know the effective techniques of defusing hostile customers; To explore the pros and cons of customer divestment; To know how to forestall and cope with air rage; To acquire theme-related words and expressions and apply them in real situations. Lead-in Read the conversation between the customer and the employee. What do you think of the behavior of the customer? Do you like the way the employee responds to the customer? Why or why not? Express Lane 快速通道 Customer Segmentation客户细分 Profiling剖析人物特征以判断其行为方式 Disney’s Fastpass Virtual Queue System 迪斯尼的虚拟排队系统 incense crumble enrage adjacent constrain scrutiny prompt preempt Structural Analysis As a customer, have you ever lost temper and shouted at service staff or have you ever seen other enraged customers or got involved in customer rage incident? What happened then? Translation Exercise 1. In addition, service quality provided by such organizations is variable due to the “real time” character of service delivery and the many uncontrollable elements that combine to create customers’ service experience. 2. Unfriendly interactions can escalate to rage if the customer or the employee hits the other’s hot button with an inappropriate comment, wrong gesture, or other insult. 3. A casual observer of our society might conclude that we become more aggressive, more abusive, and less tolerant of frustration over time. 4. 在某些极端的案例中，顾客愤怒事件最终发展为对员工进行人身攻击甚至是谋杀的极端情况。 5. 面对说话尖刻的顾客员工必须低声回答使其也能降低声调，因为顾客大动肝火的时候许多员工和其他顾客也在场。 Quiz Word Substitution Find a word or a phrase in Words and Expressions in Text A with the similar meaning to the underlined part of each sentence. 1. I was enraged by their constant criticism of my proposal. 2. Two adjoining houses were destroyed in the gas explosion.