1. Unit 10 Customer Service Session2 Language Focus Grammar Focus
Translation
Session2

2. 1 Match the words from the text with corresponding meanings.
(1) satisfaction
(2) expectation
(3) attitude
(4) impression
(5) exceed
(6) enhance
a an idea of what something is like
b to be greater than a number or amount
c when you expect good things to happen
d a feeling or opinion about something or someone
e a pleasant feeling which you get when you receive something you wanted
f improve the quality, amount or strength of something
Keys: (1) e (2) c (3) d (4) a (5) b (6) f

3. 2 The verbs in the table are from the text. Write out their nouns forms.
exist
satisfy
recommend
treat
enhance
engage
apply
fail
identify
appreciate
existence
satisfaction
recommendation
treatment
enhancement
engagement
application
failure
identification
appreciation

4. 3 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 d
r o p e r t y
x p e c t a t i o n

5. 3 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.
thusiasm
ecommends
alance

6. 4 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.
exceed
appreciate
recommend
fail
enhance
identify
exsit

7. Grammar Focus: Past Continuous & Past Perfect
Analysis
Practice

8. Past 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 Continuous
Usages
Discuss 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

9. Exceptions in Spelling when Adding -ing .
Write down the -ing form of the following words. Mind
the exceptions in spelling.
live run lie fly
die chat swim win
Exceptions in Spelling when Adding ing
Example
final e is dropped (but: ee is not changed)
come-coming (but: agree-
agreeing)
after a short, stressed vowel, the
final consonant is doubled
sit-sitting
l as final constant after a vowel is doubled
final ie becomes y
lie-lying
living
running
lying
flying
dying
chatting
swimming
winning

10. Positive, Negative and Question Sentences
Complete the table in past progressive.
positive
negative
question
He 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?

11. Past 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 Perfect
Usages
Discuss and match the following sentences with the given uses.
something occurred before another action in the past
2. duration before something in the past
3. 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

12. admit – 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 ed
Example
after final e, only add d
love – loved
final consonant after a short, stressed vowel or l as final consonant after a vowel is doubled
admit – admitted travel – travelled
final y after a consonant becomes i
hurry – hurried
given
shut
spent
swum
caught
drunk

13. Positive, Negative and Question Sentences
Complete the table in past progressive.
positive
negative
question
He 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?

14. Practice When I phoned my friends, they (play) cards.
Fill the following blanks by using the correct form of past continuous or
past 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 playing
was working
were swimming
were playing
had built
had not ordered

15. Practice 6. The children collected the chestnuts that (fall)
Fill the following blanks by using the correct form of past
continuous 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 fallen
had not seen
had not greeted
were not listening
was preparing

16. Translation 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 customer 2
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 property 3
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 offer 4
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 price 5
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.