大学核心商务英语读写教程1课件颜晓川 马瑞香ISBN 9787811348804 PPT Unit 8.pptVIP

About This Unit Background Information Background Information Background Information * * * UNIT 8 3 8 8 8 8 LOOKING FOR A JOB TEXT A 5 Types of Customers Increase Your Loyal Customers to Increase Your Sales TEXT B Dealing with Difficult Customers: Best Practices for Addressing Customer Complaints TEXT C Is the Customer Always Right OBJECTIVES To get familiar with voabuarly on job hunting. 2. To learn interview skills. 3. To simulate an interview situation 4. To master the writing skills on resume and job advertising. In this unit, a key concept in business world, customer service is introduced. Text A is about different types of customers with various intentions. With these distinctions in mind, we can work out respective way of dealing with our target customers. Text B provides us with the suggestions on how to deal with difficult customer. The author lists four main methods for us to follow, and they are surely effective advices. Text C is about the philosophy of the relationship between the seller and the customer. It is revealed that customers are not always right, though we regard them as our “God”. Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation. Its importance varies by product, industry and customer; defective or broken merchandise can be exchanged, often only with a receipt and within a specified time frame. Retail stores will often have a desk or counter devoted to dealing with returns, exchanges and complaints, or will perform related functions at the point of sale. Customer service may be provided by a person (e.g., sales and service representative), or by automated means called self-service. Examples of self service are Internet sites. However, in the Internet era, a challenge has been to maintain and/or enhance the personal experience while making use of the efficiencies of online commerce. Customer serv