商务综合英语 课程教案授课时间第 周 星期 第 节课次授课方式（请打）理论课 讨论课 实验课 习题课 其他课时安排6授课题目（教学章、节或主题）：Unit 10 customer service Teaching objectives and requirements(教学目的、要求): Students are required to1Master economic vocabulary in customer care and service; 2Be familiar with ways of dealing with customer complaints； 3Get to know some best techniques for dealing customer complaints;4. Learn the skills of dealing customer complaints.Teaching highlights and difficulties(教学重点及难点)：Highlights:1. grasp ways of dealing with customer complaints.2. master economic vocabulary in customer care and service.Difficulties:1. understand the various methods to solve customer complaints.2. express themselves more freely on the theme after doing a series of theme-related reading, listening, speaking and writing activities;Time allotment(教学时数)： 6 PeriodsTeaching method(教学方法)：1. Group Discussion 2. Exemplification and demonstration；3. Task-based teaching 4. Teams-based Cooperative LearningReferences(参考书目)：1. 科顿，法尔维等编，体验商务英语综合教程4，体验商务英语改编组改编，高等教育出版社，2012.62. 马斯库尔，海特勒著，体验商务英语教师用书4，体验商务英语改编组改编，高等教育出版社，2012.83. 蒋景东著，常用商务英语词典，浙江大学出版社，2012,5.4. （英）帕金森编著，牛津英汉双解商务英语词典，华夏出版社，2011教 学 基 本 内 容方法及手段II Teaching procedureStep 1 Starting up: (20 minutes)1) 1) Write CUSTOMER SERVICE in big letters on the board. Ask Ss, in threes, to brainstorm briefly -what they understand by this term.-what their own organisation or educational institution does in this area.There is this definition of customer service quoted at the beginning of the Business brief on page 85all the activities involved in making it easy for customers to reach the right parties within the company and receive quick and satisfactory service, answers and resolution of problems. This relates mainly to situations where things have gone wrong. Customer service is also used in a neutral sense to talk about normal dealings when customers are buying products or services. Ss may refer to both these senses in their brainstorming sessions.Ss working in business will have something to say about customer service, whoever their customers are, whether business-to-business or business-to-consumer. It could be interesting to see how those working for government organisations view their customers and what they understand by customer service. In the case of educational 2) Students are asked to figure out the meaning of the quotation: Ask Ss to look at the quotation. Can they think of other queuing situations that can be annoying (such as supermarket checkouts, buying tickets)? Do they have particularly bad incidents to recount?3) Please talk about what irritates you and about the place of customer care in a companys success. Discuss the different points in both exercises in pairs. Say that there is some overlap between the items, for example unhelpful and indifferent service personnel. The main idea is to encourage Ss to think of specific incidents they have encountered, even ones of too much customer care, eg. The waiter who asks 3 times during a meal if everything is alright. Step 2 listening: improving communications (50)Task A About Harrods 哈罗兹（英国著名百货公司）Harrods is a large upmarket department store on Brompton Road in Knightsbridge, London. The Harrods motto is Omni Omnibus Ubique, which means All things, for all people everywhere and refers to its claim that absolutely anything can be bought there. it is particularly famous for the range of goods available in the seasonal Christmas department and the food hall. The present owner is an Egyptian, Mohamed Fayed (whose son Dodi was killed in the same car crash as princess Diana). He bought the store in 1985 for 615 million.Task BListen and decide the statements True, False, or Not Given 1 false (it is about exceeding customer expectations)2 false (they expect a level of service that is better than other retailers)3 true4 true5 not given (the speaker says nothing about how often feedback is given)6 false (they are given a certificate from the chairman and 5o in vouchers to spend in the store)Audiolingual and communicative method课程教案（续）教 学 基 本 内 容方法及手段Script 10. 1 (I = Interviewer SA = Sarah Andrews)I At Harrods how do you define good customer service?SA Good customer service here at Harrods is about exceeding our customers expectations. Erm the customers expectations here at Harrods are generally higher than most other retailers and most other Department Stores, in that they may visit one of our competitors like erm a food retailer or another Department Store and they would expect to get a general level of customer service. In Harrods they expect to be bowled over with the service that they receive. They expect our staff to go the extra mile at every given opportunity and to receive something quite exceptional. We actually set erm a minimum level of se