Presentation on theme: "Unit 10 Customer Service Session2 Language Focus Grammar Focus"— Presentation transcript:
1Unit 10 Customer Service Session2 Language Focus Grammar Focus TranslationSession2
21 Match the words from the text with corresponding meanings. (1) satisfaction(2) expectation(3) attitude(4) impression(5) exceed(6) enhancea an idea of what something is likeb to be greater than a number or amountc when you expect good things to happend a feeling or opinion about something or someonee a pleasant feeling which you get when you receive something you wantedf improve the quality, amount or strength of somethingKeys: (1) e (2) c (3) d (4) a (5) b (6) f
32 The verbs in the table are from the text. Write out their nouns forms. existsatisfyrecommendtreatenhanceengageapplyfailidentifyappreciateexistencesatisfactionrecommendationtreatmentenhancementengagementapplicationfailureidentificationappreciation
43 Work in pairs. Replace the words in italics with the words used in the text. (1) Customer service is a series of activities designed to be more numerous than (e _ _ _ _ _ ) the level of customer’s satisfaction. (2) A company’s most important asset (p_ _ _ _ _ _ _ ) is its customers. (3) Buyer needs (e _ _ _ _ _ _ _ _ _ _) and the way they are fulfilled is what selling is all about. .x c e e dr o p e r t yx p e c t a t i o n
53 Work in pairs. Replace the words in italics with the words used in the text. (4) Your interest and eagerness (e_ _ _ _ _ _ _ ) in serving the customers is a very important part of good customer service. (5) A successful representative favorably provides (r_ _ _ _ _ ) a simple, but effective, common-sense technique. (6) You should find the right even distribution (b_ _ _ _ _ _ _ ) between speedy service and personal attention.thusiasmecommendsalance
64 Complete the passage using words from Vocabulary 1 and 2 in the correct form. satisfying(1)_______ customer is normally a vital part of an organization’s business value proposition, which is designed to (2) _______ customer satisfaction. Good customer service should not only (3)_______ customers’ wants and needs, but inspire its customers to (4) _______ it to their friends and associates, which ultimately decides whether a business will succeed or (5) _______ . It’s necessary for a company to (6) _______ strength and (7) _______ its own reputation, which will also (8) _______ in the role of customer satisfaction.exceedappreciaterecommendfailenhanceidentifyexsit
7Grammar Focus: Past Continuous & Past Perfect AnalysisPractice
8Past Continuous Usages Keys: (1) b (2) a (3) c We use the past continuous tense to describe a past action over a period of time.Form: [was/were (not) + present participle]Past ContinuousUsagesDiscuss and match the following sentences with the given uses.1. Actions in the past that take place at a particular time.2. With the Past Simple to refer to a long action that is interrupted by a shorter one.3. Two actions developing at the same time in the past.a. We were talking about our last holidays when the boss came into the office and got angry.b. What were you doing last evening at 8:45?c. While my boss was talking to me, I was dreaming of my last holidays in Beijing.Keys: (1) b (2) a (3) c
9Exceptions in Spelling when Adding -ing . Write down the -ing form of the following words. Mindthe exceptions in spelling.live run lie flydie chat swim winExceptions in Spelling when Adding ingExamplefinal e is dropped (but: ee is not changed)come-coming (but: agree-agreeing)after a short, stressed vowel, thefinal consonant is doubledsit-sittingl as final constant after a vowel is doubledfinal ie becomes ylie-lyinglivingrunninglyingflyingdyingchattingswimmingwinning
10Positive, Negative and Question Sentences Complete the table in past progressive.positivenegativequestionHe was not working in that company.Were they making a contract?He was complaining.He was not listening to their explanation.She was packing the goods.He was working in that company.Was he working in that company?They were making a contract.They were not making a contract.He was not complaining.Was he complaining?He was not listening to their explanation.Was he listening to their explanation?She was not packing the goods.Was she packing the goods?
11Past Perfect Usages Keys: (1) c (2) a (3) b Past perfect is used when there are two past events. The past perfect event happened first in time.Form: [had (not) + past participle]]Past PerfectUsagesDiscuss and match the following sentences with the given uses.something occurred before another action in the past2. duration before something in the past3. conditional sentence (It is impossible that the condition will be fulfilled because it refers to the past.)a. We had had that car for ten years before it broke down.b. Had known the real reason, we would have compensated for the loss of your company.c. Had Susan ever called customer service representative before she complained to the manager?Keys: (1) c (2) a (3) b
12admit – admitted travel – travelled Exceptions in Spelling when Adding “ed”Write down the participle form of the following words.Mindthe exceptions in spelling.shut spent give _____swim catch drink _____Exceptions in Spelling when Adding edExampleafter final e, only add dlove – lovedfinal consonant after a short, stressed vowel or l as final consonant after a vowel is doubledadmit – admitted travel – travelledfinal y after a consonant becomes ihurry – hurriedgivenshutspentswumcaughtdrunk
13Positive, Negative and Question Sentences Complete the table in past progressive.positivenegativequestionHe had compensated for the loss.He had not sent the bill to that company.Had you signed contract before the meeting?They had exceeded customer’ satisfaction.He had not compensate-d for the loss.Had he compensated for the loss?He had sent the bill to that company.Had he sent the bill to that company?You had signed a contract before the meeting.You had not signed a contract before the meeting.They had not exceeded customer’ satisfaction.Had they exceeded customers satisfaction?
14Practice When I phoned my friends, they (play) cards. Fill the following blanks by using the correct form of past continuous orpast perfect.When I phoned my friends, they (play) cards.2. While Aaron (work) in his room, his friends (swim) in the pool.3. The kids (play) in the garden when it suddenly began to rain.4. The storm destroyed the sandcastle that we (build)5. The waiter brought a drink that I (order)were playingwas workingwere swimmingwere playinghad builthad not ordered
15Practice 6. The children collected the chestnuts that (fall) Fill the following blanks by using the correct form of pastcontinuous or past perfect.6. The children collected the chestnuts that (fall)from the tree.7. In the shopping centre, I met a friend who I (see)for ages.8. All day long, Phil was angry with me just because I (greet)him first.9. I tried to tell them the truth but they (listen)10. Yesterday at six I (prepare) dinner.had fallenhad not seenhad not greetedwere not listeningwas preparing
16Translation 1 客户服务是包括售前服务、售中服务以及售后服务在内的一系列活动。 Translate the following sentences into English.a series of …1客户服务是包括售前服务、售中服务以及售后服务在内的一系列活动。Customer service is a series of activities including pre-sale services, in-sale services and post-sale services.prospective customer2这家公司会提供超越客户需求的优质服务。We’d like to discover some prospective customers through this International Fair .intangible property3员工的智慧是我们无形的财产。Stuff’s intelligence is our intangible property.
17请报给我们一个有竞争力的价格，以便我们考虑继续合作。 special offer4折扣与特价是商家常用的促销手段。Discounts and special offers are the promotion methods which are commonly used by merchants.competitive price5请报给我们一个有竞争力的价格，以便我们考虑继续合作。Please tell us a competitive price so that we can consider our further cooperation.