商务英语阅读（第3册）（第二版）课件 Unit 8 Customer service.pptx

UNIT8

CUSTOMERSERVICE

商务英语阅读3

Learnwhatcompaniesshouldfocusonwhentheytrytogetthereasonswhycustomersbuyacertainproduct.

Understandtherelationshipbetweenthetheoryofjobstobedoneandthetheoryofdisruptiveinnovation.

Explorewhatplaysacrucialroleinimprovingcustomerservice

andcustomerloyalty.

LearningObjectives

01.TextA

02.TextB

03.ChineseValues

CONTENTS

TextA

KnowYourCustomers

JobstoBeDone

●1.Whatiscustomerservice?

·2.Whataregoodcustomerservices?

3.Therearemanydifferentcustomer

servicemethodsinthebusiness

world.Canyouthinkofanythatabusinesscanusetopleaseits

customers?

Warmingup

·

WordsandExpressions

staggeringadj.extremelygreatorsurprising大得惊人的，令人吃惊的(CET6;IELTS;GRE)

Thefinancialimpactonthetownwasstaggering.

WordsandExpressions

hit-or-miss(orhit-and-miss)adji.notdoneinacarefulorplannedwayandthereforenotlikelytobesuccessful粗制滥造的；时好时坏

Thecampaignwasratherahit-and-missaffair.

WordsandExpressions

correlationn.aconnectionbetweentwothingsinwhichonethingchangesastheotherdoes相互关系；相关；关联(CET6;IELTS;GRE)

Thereisadirectcorrelationbetweenthebest-knownbrandsandthebest-sellingbrands.

WordsandExpressions

homeinon:todirectyoureffortsorattention

towardsaparticularfaultorproblem将注意力集中于(某一缺陷或问题)

Hehomedinontheoneweaklinkintheargument.

WordsandExpressions

crummyadj.ofverybadquality劣质的；低劣的；

糟糕的

Mostofhissongsareprettycrummy.

WordsandExpressions

disruptiveadj.causingproblems,noise,etc.sothatsth.cannotcontinuenormally引起混乱的；扰乱性的；破坏性的(CET4;CET6;IELTS;GRE)

Theprocessofimplementingthesechangescanbeverydisruptivetoasmallcompany.

WordsandExpressions

condominiumn.(orcondo)anapartmentbuildinginwhicheachflat/apartmentisownedbythepersonlivinginitbutthebuildingandsharedareasareownedbyeveryone

togethe