体验商务英语综合教程4Unit1011.doc

Unit 10 Customer service Listening: New ideas in customer care A Doing the right thing: Doing what we promised to do Making sure mistakes do not happen Satisfying customers Being reliable, courteous Dealing with complaints quickly Delighting customers: Example: you order a book from Amazon.co.uk at 5 pm and it arrives at 9 am the next morning. B In e-commerce, e-mail queries often end up in the Computer Services Department. The people there care more about the website than the customer’s satisfaction with the company’s products. Many companies fail to answer these e-mails. C 1 Advantage: Technology can improve customer service because the person at the call center can call up all the customers’ details on their computer screen and speak to them with all the necessary information at their disposal. Disadvantages: You don’t have a personal relationship of the type that people used to have with their bank managers. Also, call center personnel have to answer a certain number of calls an hour and may not take the time to answer all your queries to your satisfaction. 2 a true b true c false d true e true Reading: Customer delight A The real figures are: 1 12 2 20 3 80% B 1 a) True: ’Customer ”delight” is the stated aim for companies battling to retain and increase market share’. b)False: ‘Many people do not like talking to machines’ and even if the service is fast and automated, nothing in the article indicates that people prefer this to real face-to-face service. False: ‘recommended ways of inducing customer delight include: under-promising and over-delivering’. 2 Because of the number of things that can go wrong: ‘delays caused by weather, unclaimed luggage and technical problems’. (A more common problem than lost luggage and you might like to suggest that the author may be confusing the two.) 3 In information technology, so that ‘information is available instantly on screen’. In training, so that staff have ‘a winning telephone style’ when dealing