3ObjectivesWhen the learners finish learning this unit, they should be able toproviding information on customers and servicecollecting information on customers and service.
4Language focus Direct and indirect forms Pronunciation : weak and strong form
5Skills Writing: capital letters Reading: kwit-Fit advertisement Listening: customer service
6Key vocabulary1.customer: a person or organization who buys goods or services from a shop, business, etc.e.g. The new shop across the road has taken away most of my customers.马路对面那家新的商店把我的大部分顾客都抢走了。
7shopper(购物者)：when people go out to buy things in shops, they are shoppers. customers（顾客）:when people buy things from a particular shop they are that shop’s customers.client(委托人): if you are paying for professional services, e.g. from a lawyer or a bank, you are client, but in the case of medical service, you are a patient.
83. goods: articles for sale 商品，货物 e.g. There’s a large variety of customer goods in the shops.frozen goods: 冷冻商品4. service: things that are provided by business that do not manufacture products, e.g. banking, hotelse.g. You did me a great service by showing me the truth.你把实情告诉我，这对我很有帮助。
95. loyalty: being true and faithful e.g. can I count on your loyalty?你对我的忠诚能让我信得过吗？6. Repeat business: a customer is happy with the service received from a company and comes back again.7. Customer loyalty: the customer frequently uses the same company or buys the same product.8. Code of practice: a set of rules telling people what they can expect a company to.9.Customer care: what companies do to satisfy their customers.
10Lead-inRead the text produced by three different companies and answer the questions.What does each company offer the customer?What other examples of good customer care can you think of?
11Direct and indirect questions 直接疑问句和间接疑问句UseWe usually use direct questions to get information.通常用直接疑问句来获得信息e.g. How much does it cost?e.g. Does the company have a code of practice?1
12间接疑问句通常提出“难”问题或私人问题，或者表示礼貌 We use indirect questions to ask ‘difficult’ or personal questions or when we want to be polite.间接疑问句通常提出“难”问题或私人问题，或者表示礼貌e.g. Could you tell me what qualifications you have?e.g. Can you tell me where I go to a refund?2
13！BUT we do not use the auxiliary do with the verb to be. FORMDirect questions: present simple tense直接疑问句：一般现在时We form direct questions with the auxiliary do.由助动词do构成直接疑问句。e.g. Where do you shop?！BUT we do not use the auxiliary do with the verb to be.但助动词to be 不用助动词doe.g. Where is the customer service desk?3
14Wh-/How questions特殊疑问句 Question words auxiliary verb subject verb 疑问句 助动词 主语 动词How much does it cost?With be 带动词be的特殊疑问句Question words verb subject疑问词 助动词 主语How much is it?4
15Yes/No questions一般疑问句 Aux subject verb 助动词 主语 动词 助动词 主语 动词Do I/you/we/you/they work?Does he/she/it work?With be 带动词be的一般疑问句To be subject主语Am I/you/we/you/they OK?Is he/she/it OK?5
16Indirect questions: present simple tense 间接疑问句：一般现在时 Wh-/how questions特殊疑问句Polite introduction question word (s) subject verb表示礼貌 疑问词主语 动词Could you tell me how muchit costs?6
17Polite introduction question word(s) subject verb 表示礼貌 疑问词 主语 动词 With to be带动词的特殊疑问句Polite introduction question word(s) subject verb表示礼貌 疑问词 主语 动词Could you tell me how much it is?Yes/No questions一般疑问句Polite intro if subject verb表示礼貌 if主语 动词Could you tell me if I/you/we/you/they work?Could you tell me if he/she/it works?In indirect Yes/No questions we use if.在间接疑问句的一般形式中使用if。7
18Pronunciation: Weak and strong forms /du/ Weak Strong 1. Do you have fitness classes as well? Yes, we do.2. Do you offer an introductory session? Yes, we do.3. Do you have a swimming pool? Yes, we do.4. Do you have a code of practice? Yes, we do.
19Reading1.Puncture: small hole made by sth. Sharp sep. one made accidently in a pneumatic tyre 补胎2.Premises: statement on which reasoning is based.3.Valve: (sort 0f ) mechanical device for controlling the flow of air, liquid or gas into or through a tube, pipe etc, by opening or closing a passage. 气门4.Exhaust: ( outlet, in an engine or machine, for) steam, vapour etc that has done its work exhaust pipe 排气管
20Puncture repair service Exercise 1Open _______ days per week._____________________Free ___________________________________ tyre-fittingExtended ______________7independencePuncture repair serviceexpressguarantees
21Listening Customer service 2. Stephen is ______ to First Direct because they are extremely _____________. He can do his banking over the _________ at any time of the day; he can find out how much there is in his _______ and he can pay his ________. He also thinks the staff are very ________ and very ________.loyalconvenient to mephoneaccountbillsfriendlyprofessional
22Writing: capital letters Read the lists below. When do we use capital letters?Dr Yemeh, Ms Perez, Pro. Brown, Sir David, Danuta LochowskiThe Customer Service Manager, the Personnel DirectorOxford Street, the Champs ElyseesLondon, Paris, Tokyo, New Yorkthe River Thames, Mount Etna, the Black ForestMonday, Tuesday, Saturday, April, September, JuneChristmas Day, Ramadan, New YearFinland, Brazil, Fin, Brazilian, Finnish, Brazilianthe Ritz Hotel, the Guggenheim Museum, the British MuseumFirst Direct, BA, Coca-Colaa CD, a TV, a BMW, a VW, An XR3i
23Homework and checklist for Unit 1: What does customer loyalty mean?Give two examples of good customer care.what does British Airways offer its customer?What does First Direct bank offer its customers?Change this direct question into an indirect question: Do you have a code of practice?