1 Unit 7 Customer Services OUTLINE Listening Watching Speaking Supplementary Material 12 12 12 Further Listening ,Further Watching 1 Fun TimeFurther Watching 2 , Further Watching 3 , Teaching Plan In Class Period 1: Listening 1 Watching 1 Period 2: Speaking 1 Listening 2 Period 3: Watching 2 (Task 1) Project Period 4: Watching 2 (Task 2) Speaking 2 After Class Unit File + Supplementary Listening Learning Focus u To build up the vocabulary about providing customer service u To get a general idea of the basic components in serving customers u To be aware of taking good care of valued clients uTo be able to make and answer inquires uTo learn how to make opinion surveys on products or services uTo be competent to handle complaints efficiently Knowledge: Skills： Listening 1-Task 1 1. Warming-up Practice making and answering inquiries. The first one has been given to you as an example. Make Inquiries 1. Would you please tell me how to open a bank account? 2.Im wondering if I followed the right procedure for unlocking the safe. 3. Excuse me, could you please show me the right way to our school library? 4. Im not sure which color to choose, could you please give me any suggestions? Listening 1-Task 1 Practice making and answering inquiries. The first one has been given to you as an example. Answer Inquiries 1. Certainly. Please show me your ID card first, and then fill out this form. 2. Im afraid you have to input the password first, sir. 3. With pleasure. Just walk along the pathway and make a right turn at the second crossing. 4. Id love to. As you have fair complexion, I think this bright pink will look terrific on you. 1. Warming-up Our supervision hotline is 2766492. 我局的监督 电话是 2766492。 Listening 1-Task 1 Hotline n. 热线 Loosen v. 放松；使松驰 Thoroughly ad. 彻底地 Apply v. 涂擦；使用 He says that Tom is a thoroughly good fellow. 他说汤姆是 个地道的好 人。 Apply as much force as is necessary. 需要多大力， 就施多大力。 My belt is too tight; I must loosen it. 我的腰带太紧， 我必须放松它。 Massage v. 按摩；揉捏 Moisturize v. 使湿润 A massage may relieve your back pain. 按摩可能 会减轻你 的背痛。 Moisturize the air 增加空气 湿度 Listening 1-Task 1 2. Extensive Listening Rose is answering an inquiry from a customer. Listen to the conversation and tick () the correct answer to each question. 1. Why does the customer call Rose? A. Because he doesnt know how to shave. B. Because he is not satisfied with TAF shaving foam. C. Because he is not sure about the procedure for using TAF shaving foam. 2. Is the customer happy with Roses service? Why? A. Yes, he is, because Rose offers to give him some free samples. B. Yes, he is, because Rose gives him a detailed explanation. C. No, he isnt, because Rose is rude when answering his questions. Script Listening 1-Task 1 3. Intensive Listening Listen to the conversation again and complete the procedure for using TAF shaving foam. Clean the 1 with 2 . Wait 3 minutes until the skin gets thoroughly 4 . Apply TAF shaving foam. 5 to make sure the hair gets moisturized. face warm water two or three wet massage the face a little Script Listening 1-Task 1 4. Language Summary Compare the different meaning of the italicized words in each of the sentences. 1. Please wait two or three minutes until your skin gets thoroughly wet. 2. He got the shampoo he ordered last week. 3. The customer got itching blotches over his face. 4. James got a bad cold. Has he got better? becomes received had had become Listening 1-Task 2 Match the following ways to survey customers with the corresponding pictures. 1. doorstep visit 2. mail survey 3. telephone survey 1. Warming-up Listening 1-Task 2 Occasionally ad. 偶尔；间或 Whiten v. 使白；变白 Factor n. 因素；要素 think of doing 考虑做 He is a good student except that he is occasionally careless. 他是个好学生， 只是他偶而有 些粗心。 Another social factor of significance is education. 另一个重要的 社会因素是教育。 Think of what you are doing. 想想你正在干 的事情吧。 whiten ones teeth 使牙齿洁白 Listening 1-Task 2 Listen to a conversation between Rose and a customer and decide whether the following statements are true or false. Then write down the key words to support your answers. 1.Rose is making an opinion survey on TAF products . 2. The customer is in such a hurry that he doesnt finish Roses interview. False The customer finishes the interview and gives Rose some valuable feedback. True Im from the Customer Service Department of TAF. I wonder if youd mind answering a few questions about our companys products. Script 2. Extensive Listening 1. Who influences the customer most as to shopping? A. His parents. B. His friends. C. Nobody. 2. What is the advantage of TAF toothpast