Presentation on theme: "Unit 10 Customer Service Language Focus Grammar Focus Session2 Translation."— Presentation transcript:
Unit 10 Customer Service Language Focus Grammar Focus Session2 Translation
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
2 The verbs in the table are from the text. Write out their nouns forms. NOUNSVERBS exist satisfy recommend treat enhance engage apply fail identify appreciate appreciation identification application engagement recommendation satisfaction existence treatment enhancement failure
3 Work in pairs. Replace the words in italics with the words used in the text. 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 customers satisfaction. (2) A companys most important asset (p_ _ _ _ _ _ _ ) is its customers. (3) Buyer needs (e _ _ _ _ _ _ _ _ _ _) and the way they are fulfilled is what selling is all about.. (3) Buyer needs (e _ _ _ _ _ _ _ _ _ _) and the way they are fulfilled is what selling is all about.. x p e c t a t i o n r o p e r t y x c e e d
3 Work in pairs. Replace the words in italics with the words used in the text. 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 alance ecommends
4 Complete the passage using words from Vocabulary 1 and 2 in the correct form. 4 Complete the passage using words from Vocabulary 1 and 2 in the correct form. (1)_______ customer is normally a vital part of an organizations 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) _______. Its necessary for a company to (6) _______ strength and (7) _______ its own reputation, which will also (8) _______ in the role of customer satisfaction. satisfying appreciate exceed recommend failenhance identify exsit
Grammar Focus: Past Continuous & Past Perfect Past Continuous & Past Perfect Analysis Practice
Past Continuous We use the past continuous tense to describe a past action over a periodof time. Form: [was/were (not) + present participle] 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
Exceptions in Spelling when Adding -ing. 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 livingrunninglyingflying dyingchattingswimmingwinning 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 sit-sitting final ie becomes ylie-lying
Positive, Negative and Question Sentences Positive, Negative and Question Sentences Complete the table in past progressive. positivenegativequestion 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?
Past Perfect Past perfect is used when there are two past events. The past perfectevent happened first in time.Form: [had (not) + past participle] ] Usages Discuss and match the following sentences with the given uses. 1.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
Exceptions in Spelling when Adding ed Exceptions in Spelling when Adding ed Write down the participle form of the following words. Mindthe exceptions in spelling. shut spent give _____ shut spent give _____ swim catch drink _____ swim catch drink _____ shutspent given swumcaughtdrunk Exceptions in Spelling when Adding ed Example after final e, only add dlove – 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 ihurry – hurried
Positive, Negative and Question Sentences Positive, Negative and Question Sentences Complete the table in past progressive. positivenegativequestion 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?
Practice Fill the following blanks by using the correct form of past continuous or past perfect. 1.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
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. Practice had fallen had not seen had not greeted were not listening was preparing
Translation Translate the following sentences into English. 2 1 a series of … prospective customer Customer service is a series of activities including pre-sale services, in-sale services and post-sale services. Wed like to discover some prospective customers through this International Fair. 3 Stuffs intelligence is our intangible property. intangible property
Please tell us a competitive price so that we can consider our further cooperation. 4 5 special offer competitive price Discounts and special offers are the promotion methods which are commonly used by merchants.