《服務(wù)外包英語》課件Unit 6 Dealing with Customers

ContentsPassageTwo4StartingUp1Listening&Speaking2PassageOne3LanguageLab7TipsforProfessionals

7Writing5Mini-project6StartingUpTask1Discussingroups.Listskillsorqualitiesapersonneedsifhe/shewantstojointheserviceindustry.Forexample,Startingup-1HavinggoodlanguageskillsBeingproactiveBeingpatientStartingup-2StartingUpExchangeyourideaswithclassmatesaboutwhatarethebestwaysinhandlingcomplaintsoveremail.Forexample,

TaskTwoBeginyouremailwith“Thankyou.”Explainwhyorhowtheproblemhappened.Offercompensationifapplicable.Startingup-3StartingUpWorkinpairsandlistthreeeffectivewaystokeepcustomersloyaltoyourcompany.

TaskThreeListeningListening&SpeakingDialogueOneDialogueTwoSpeakingTaskL-Task1Listening&SpeakingDialogueOne:Managing

OutsourcingRelationship1.execution:

n.whensomethingisdoneorperformed,especiallyinaplannedway

執(zhí)行Example：1)Althoughtheoriginalideawasgood,itsexecutionhasbeendisappointing.雖然設(shè)想很好，但執(zhí)行起來卻令人失望。2)Everysellingplanmadebyhimisimpossibleofexecution.他所做的一切銷售計劃都是不能實(shí)現(xiàn)的。KeyWordsandExpressionsL-Task1Listening&SpeakingDialogueOne:ManagingOutsourcingRelationship2.phase:

n.anystageinaseriesofeventsorinaprocessofdevelopment

階段Example：1)Thatprojectwouldenterasecondphaseatthebeginningof2012.該項目將在2012年初進(jìn)入下一階段。2)Theprojectisonlyintheinitialphaseasyet,butit'slookingquitepromising.

這個項目雖然剛剛起步，但卻很有前景。KeyWordsandExpressionsL-Task1Listening&SpeakingDialogueOne:ManagingOutsourcingRelationship

3.hamper:v.topreventsomeonedoingsomethingeasily

阻礙Example：1)Carbontaxwillhamperthenewinvestmentprogram.煙塵排放稅將阻礙新的投資計劃。

2)Risingcostswerehamperingsupplyofthemetalasdemandgrew.隨著需求量的上升，上漲的成本在制約金屬制品的供應(yīng)量。KeyWordsandExpressionsL-Task1Listening&SpeakingListeningTask:

Listentoanexcerptabouthowtomanageoutsourcingrelationshipandanswerthefollowingquestionsaccordingtowhatyou’veheard.Script1.Whatisthekeypracticefortheserviceproviderinmanagingoutsourcingrelationship?2.Whatcouldserviceproviderdotobuildalastingtrustwiththeclient?3.Whatpracticecankeeptheclientinformedoftheproject’sprogress?4.Whatpracticecouldthepartiesupgradethefuturegoals?L-1-ScriptListening&SpeakingExcerpt

Script

Managingoutsourcingrelationship

Managingalong-termoutsourcingrelationshipisnoeasytask.Ittakesmanyyearstomaintainoutsourcingrelationship.Theexperienceindicatesthatthepracticesandmindsetsarecommoncontributingfactorstoimperfectoutsourcingrelationships.Althoughthepartiesenterintoanoutsourcingagreementwiththeintenttoworkwelltogetherforalong-termrelationship,problemswillsurface.Foraserviceproviderthekeypracticeistohaveclearunderstandingoftherequirementsoftheclient.Secondly,everyprojectbetitsmallorbigmustbegivenequalimportance.Evenifaparticularprojectissmall,itmustbehandledwellanddeliveredontime.Thiscanbuildalonglastingtrustbetweentheclientandtheserviceprovider.Onceboththepartiesaresatisfiedwitheachother'sworkingnatureandotherbasicthings,ServiceLevelAgreementshouldbesignedsothattheprojectcanbemovedtotheexecutionphase.L-1-ScriptListening&SpeakingExcerptScript

Preciseplanningshouldbetherefromtheserviceprovider'ssideandtheclientmustbeawareofallthethingsandtheprogressoftheproject.Pre-definingofobjectivesandcriteriawillkeeptheclientinformedoftheprogressandtheserviceproviderwouldalsohaveanideaaboutwheretheystandinmeetingcustomerexpectations.Foranoutsourcingprojecttobesuccessfultheremustbeadedicatedteamonbothsides.Eachteamneedstobeawareofallaspectsoftheprojectandcaneasilyidentifyandresolveanyproblemintime.Usuallytheremightbehundredsofissuesduringtheimplementationofanyoutsourcingproject.Therefore,reviewmeetingsmustbeheldperiodicallyandthediscussioninthesemeetingscanupgradefuturegoalsandresolveissueswhichmightbehamperingthecompletionoftheprojectontime.L-Task2Listening&SpeakingDialogueTwo:EndingaBusinessRelationship

switch:v.toreplaceonethingwithanother,orexchangethings更換，轉(zhuǎn)移Example：1）We’veswitchedthemeetingfromTuesdaytoThursday.

我們已經(jīng)把會議時間從星期四改到星期五了。2）Foreigninvestorsareswitchingtheirfocusfromlocalsharestostakesinlocalcompanies.外國投資商開始把注意力從原來的本地股票轉(zhuǎn)移到了本地公司的股份。KeyWordsandExpressionsL-Task2Listening&SpeakingListeningTask:

Listentothedialogueaboutendingabusinessrelationshipandjudgewhetherthefollowingstatementsaretrueorfalse.ThechangeintheplanistoendtheuseoftheservicesprovidedbyTechExperts.___________________________________________________

2.Themansuggeststheytelltheirbusinesspartneraboutthechangesimmediately.___________________________________________________________________3.ThewomanthinksTechExpertsreallydisappointsthemthistime.____________________________________________________________________

4.ThewomanholdstheviewthatTechExpertswillturnforthebetteraftertheylearnthemistakes.____________________________________________________________________

L-2-ScriptListening&SpeakingDialogueScript

Alan:Who’sgoingtoinformTechExpertsofourchangesintheplan?

Lisa:Youmeanaboutendingouruseoftheirservices?

Alan:Yeah,thecontractwesignedwiththemlastyearisalmostup,andaswedecided

lastmonth,we’llbegoingwithanothercompany.

Lisa:Ithinkweshouldwaituntilafterallofourcurrentprojectsaredone.Westillhavetwomoreintheirhands.

Alan:Okay,butIdon’twanttowaittoolongtotellthem,evenifwe’renothappywiththeirservice.Asaprofessionalcourtesy,weshouldletthemknowsoon.

Lisa:Thatmaybetruewithothercompanies,butTechExpertshasreallyletusdownthispastyear.Ifwedidn’thaveacontractwiththem,wewouldhaveswitchedcompanieslongago.

L-2-ScriptListening&SpeakingDialogueScript

Alan:Well,maybethey’lllearnfromtheirmistakes.Afterall,they’vebeeninbusinessalongtime.

Lisa:Yeah,butoldhabitsdiehard.Andifyouaskme,thecompanyisalmostoutofbusiness.It’sonlyamatteroftimebeforetheylosemostoftheircustomers,attheratethey’regoing.

Alan:Idon’tknowaboutthat,butIdoknowonething.It’sagoodthingyou’renottheirpublicrelationsrepresentative!SpeakingListening&SpeakingSpeakingTaskMakeadialogueaboutendingabusinessrelationshipwithanoutsourcingcompanyforitslongdelaysandlowqualityoftheservice.Workwithapartner,oneactingastheserviceprovider,theothertheclient.Passage1TextKeyWords

andExpressionsReadingTaskPassageOneText1-1WinningCustomersthroughEffectiveTelephoneEtiquette

Althoughmanybusinessesarenowofferingcustomerserviceviae-mailsandonlinechat,telephonecallsarestillmanybusinesses’primarycontact.Formanycustomers,atelephonecalltocustomerserviceisarelativelyquickwaytoresolveanyissuesandalsoreceivehumaninteraction.Havingpropertelephoneetiquettecanoftenmakeahugedifferenceinasatisfiedcustomer.Whenansweringthephone,besuretospeakclearlyandslowly.Donotmakeyourcustomersaskyoutorepeatyourself.Withmanybusinessesoutsourcingtheircustomerservicehelplines,aPassageOneText1-2customermaybedealingwithsomeonewhospeaksEnglishasasecondlanguage.However,therepresentativecanmanagethelanguagebarrierbyspeakingslowlyandclearly.

Itisveryimportantforacustomerservicerepresentativetoactuallylistentothecustomer.Thecustomerwantstofeelthattheyhaveyourundividedattention.Listentothecustomer’sinquiriesorrequestsandattempttoresolvetheissueasquicklyaspossible.Donotfrustratethecustomerbymakingthemrepeattheissuetendifferentwaysto10differentpeople.Ifyouareunsureoftheanswertotheirquestion,considersaying,“Iwouldliketotakeamomenttofindoutthecorrectanswertoyourquestion.DoyoumindifIputyouonhold?”

PassageOneText1-3Ifyoucannotresolvetheirissue,offerthematimelineforaresponse.Considersaying,“Iwillneedtospeakwithmymanageraboutthistomorrow.CanIcallyoubackbefore3pmwithananswer?”Whenmakingatimelinepromisetoacustomer,berealistic.Ifyoucannotprovidetheanswerbytomorrow,behonestandrequestafewmoredays.Itwillbeunacceptabletothecustomerforyoutomakeapromiseandthenneglecttomeetitsimplybecauseyouhaven’treceivedanansweryet.Asidefromtheconversationalskillsandcontent,thereareafewkeytipsthatcanstartatelephonecalloffright:PassageOneText1-4Answerthetelephonewithin3rings.Anymorethanthatandthecustomerwillbecomeangry.Makeuseofanansweringmachineforwheneveryoucannotreachthephone.Createamessagethatincludesyourbusinessname,hours,andfurthercontactinformation.Respondtomessagesleftwithin1businessday.Focusonthecustomer.Putdownthenewspaperandturnawayfromthee-mails.Whenansweringthetelephone,becourteous,yetefficient.Focusonthecustomer100%.Customerswillnoticeimmediatelyifacustomerservicerepresentativeismultitaskingorhavingabadday.Bytrainingyourrepresentativeshowtoanswerandhandlephonecalls,youwilloftenseeanoticeabledifferenceinsatisfiedcustomers.PassageOnen.anythingthatpreventspeoplefrombeingtogetherorunderstandingeachother障礙PassageOnebarriere.g.

1)theremovaloftradebarriers.2)Profitsatthatshoe-shopchainhavereportedlybrokenthroughthe￡100mbarrierforthefirsttimeinits186-yearhistory.e.g.

1）Thecompany’sNewYear’sResolutionistofindouthowtostopfrustratingtheemployees.2）Thefactthatthemarketdemandisshrinkingfrustratestheinvestors.PassageOnefrustrate

v.tomakesomeonefeelannoyedorlessconfidentbecausetheycannotachievewhattheywant挫敗，使沮喪1-Task1ReadingTask:

Tickthepropertelephoneetiquettethatismentionedinthepassage.

PassageOne__Thecustomerservicerepresentativecouldspeakwithaccentandbeaskedtorepeathim/herself.__Ifyoudon’tknowhowtoreplytothecustomers’questions,youcouldencouragethemtocallagainlater.__Youhavetopickupaphoneinnomorethan3rings.__Youcan’taskformoretimeinreplyingthecustomers.__Makegooduseofanansweringmachinewhenyoucouldnotreachthephone.__Youcouldanswerthetelephonewhilereplyinganemail.PassageTwoTextKeyWordsandExpressionsReadingTaskPassageTwoText2-1Convergys－TopOutsourcingCompany

ConvergysCorporation,agloballeaderinrelationshipmanagement,hasbeennamedtothe2010GS100ListofCompaniesthatDefineGlobalOutsourcing.ConvergyswasalsonamedtothelistsofTopBPOVendorsandTopCallCenterandCustomerManagementVendors.ThelistsarecompiledannuallybyGlobalServicesMedia,whichconnectsbuyersandserviceprovidersintheglobalITservicesandBPOindustry,andNeoAdvisory,aconsultingfirmthatleveragesoutsourcingandglobalizationtoenableorganizationaltransformation.PassageTwoText2-2PassageTwo"Asacompanythatdefinesglobaloutsourcing,Convergyshelpsoptimizeeverydayinteractions,turningthecustomerexperienceintoastrategicdifferentiatorforourclients,"saidAndreaAyers,ConvergysPresidentofCustomerManagement."Asasingle-sourceproviderofself-serviceandagent-assistedcare,Convergyssupportsitsclientsbycombininginnovativetechnologyandagent-assistedservicestooptimizethecustomerexperience."ThisrecognitionhelpsvalidateConvergys'commitmenttoprovidingasuperiorserviceexperiencetoourclientsandtheirText2-3PassageTwocustomersinallofourgeographies,"Ayersadded."Weareverypleasedtobeincludedonthelistofcompaniesthatdefineglobaloutsourcingbecausethishighhonorreflectssopositivelyonourclientsandontheunparalleledqualityanddedicationofourapproximately65,000employees.“TheGS100analysismodelfocusedonfourmainareasinwhichConvergysexcels:ManagementExcellence,includingrevenue,growth,profitability,thoughtleadership,innovationcapability,marketingexcellence,leadershipquality,riskmanagementmeasures,andotherperformanceindicators.

CustomerMaturity,includingnewcustomers,industries,andgeographiesrepresented,contractsizes,customercasestudies,complexityofprojects,etc.Text2-4PassageTwoGlobalDeliveryMaturity,suchasglobaldeliveryfootprint,typeofworkperformed,andexpansions.BreadthofServicesPortfolio,includingbreadthofcapabilitiesandserviceofferingsacrosstheindustry,domainexpertiseacrossindustries,vendormanagementpractices,andcategoryleadership.ConvergysCorporationisagloballeaderinrelationshipmanagement.Itserves25oftheFORTUNETop50companies,8oftheTop10commercialbanks,7oftheTop10communicationscompanies,7oftheTop10healthcareorganizations,7oftheTop10retailande-commercefirms,and7oftheTop10technologycompanies.

Text2-5PassageTwoWeprovidesolutionsthatdrivemorevaluefromtherelationshipsourclientshavewiththeircustomersandturnstheseeverydayinteractionsintoasourceofprofitandstrategicadvantageforourclients.Formorethan30years,ouruniquecombinationofdomainexpertise,operationalexcellence,andinnovativetechnologieshasdeliveredprocessimprovementandactionablebusinessinsighttowell-knownclientsallovertheworld.v.tospreadoruseresources(=money,skills,buildingsetcthatanorganizationhasavailable),ideasetcagaininseveraldifferentwaysorindifferentpartsofacompany,systemetc重復(fù)利用PassageTwoleveragee.g.

1）Reusablesoftwareisleveragedacrossmanyapplications.2）

Thesplittingupofthecompanycanhelpitleveragethebusiness-to-consumermodel.

v.tomakesomethingasgoodaspossible使優(yōu)化，使完善PassageTwooptimizee.g.

Weneedtooptimizeouruseoftheexistingtechnology.2）

Weallocateourresourceseffectivelytooptimizebusinesspotential.

v.tomakesomethingofficiallyacceptableorapproved,especiallyafterexaminingit證實(shí)PassageTwovalidatee.g.Howtovalidatethedocumentsandinformationsubmittedbytheclients?2）Manyscientistsplantowaituntiltheresultsofthestudyarevalidatedbyfutureresearch.n.apromisetodosomethingortobehaveinaparticularway承諾PassageTwocommitmente.g.

1)Inordertostimulatetheeconomy,thecentralbankwillstrengthenitscommitmenttohold2)Ourcompanyhasacommitmenttoqualitycustomerservice.

n.hardworkoreffortthatsomeoneputsintoaparticularactivitybecausetheycareaboutitalot奉獻(xiàn)PassageTwodedicatione.g.

1)Hehasalwaysshowngreatdedicationtothejob.2)Thebossthankedthestafffortheirdedicationandenthusiasm.n.somethingthatshowswhatasituationislike指示PassageTwoindicator

e.g.

1)Commoditypricescanbeausefulindicator

ofinflation.2)Allthemaineconomicindicatorssuggestthattradeisimproving.2-Task1PassageTwoReadingTask:

Readthepassageandanswerthequestions:1.HowdoesConvergysoptimizethecustomers’experiencetoporttheirclients?__________________________________________________2.WhatisConvergys’commitmenttotheirclients?___________________________________________________________________3.AccordingtoConvergysPresidentofCustomerManagement,whatdoesthehonorreflectabouttheirstaff?___________________________________________________________________4.AccordingtoGS100analysis,inwhichaspectsdoesConvergysexcel?__________________________________________________WritingWritingSample1Sample2WritingTaskW-sample1WritingSampleOneDearMr.Anderson,Thankyoufortakingthetimetocommunicatetouswhyourservicedidnotmeetyourexpectations.Wehaveeverydesiretoaddressyourneedsandprovidethebestsolutionavailabletoresolveyourissueassoonaspossible.Wewillbeincontactwithyouinthenextcomingdaytomakeourbestattemptinregainingyourconfidenceinourcompany.Inaddition,wewillfurtherevaluatehowwecanpreventthisproblemfromoccurringagaininthefuture.PleaseacceptoursincerestapologyforanytroubleorinconvenienceW-sample1WritingSampleOnewehavecausedyou.Again,wehighlyappreciateyourfeedbackasitwillassistusinbecomingbetteratwhatwedo.Aswithanybusinesslikeours,thegreatestadvertisingwecanhaveiswordofmouthfromasatisfiedcustomer.It’sourgoaltoretainyouasasatisfiedcustomerandwillhopetoserveyouagaininthefuture.Thankyou,JoanDowntonCustomerServiceExecutiveNanjingSunriseSoftwareDevelopmentCompan-sample2WritingSampleTwo25AprilDearMsMartin,Thankyoufortakingthetimetonotifyusofyourunsatisfactoryexperiencewithourservice.Wearetakingeveryactionpossibletomakesurethatthisproblemisrectifiedandweareabletoprovidethebestsolutionpossibletoyourinconveniences.Someonefromourteamwillbecontactingyouwithin48hourstoletyouknowhowweplantoresolvethisissue,andhopefullyregainyourconfidenceinourcompany.W-sample2WritingSampleTwoPleaseacceptoursincerestapologyforanytroublethismayhavecausedyou.Wehighlyappreciateyourfeedback,asitwillassistusinbecomingbetteratwhatwedo.Wehopefortheopportunitytoserveyouagaininthefuture,andwethankyouforyourcontinuedsupport.Thankyou,PeterSchrankManagerofCustomerSatisfactionTeam,RexaWindowLocks323(256)-5106WritingYouareworkingwithaBPOcompany.Recentlyyoureceivedacomplaintcallfromoneofyourclientsaboutpoorservicehereceived.Pleasewritehimacomplaintresponseletter.WritingTaskW-TaskMini-ProjectMini-ProjectYouareworkingwithaBusinessProcessOutsourcing(BPO)ServicesCompany.Nowthereisanothercompanyfindingyourcompanyasoneofthepotentialpartnerstomanagetheircustomerservice.Youhavetomakeapresentationtodemonstratehowyourcompanyexcelsinprovidingcustomerservice.Yourpresentationissupposedtobefocusedonhowtoincreasecustomersatisfactionlevels.TipsTipsforOutsourcingProfessionals

SkillSetsforCustomerCentricJobsCustomercentricjobscallforcertainuniqueskillsetsandthosewhopossessthemareusuallyspoiltforchoices.Soifyouarelookingtomakeacareerintheserviceindustry,herearesomekeycustomerserviceskillsetsthatyouneedtobrushupon.TipsTipsforOutsourcingProfessionals

Communicationskills:

Goodcommunicationisthelifebloodoftheserviceindustryandit'simportantthatyourcommunicationstylereflectsprofessionalism.Thismeansyourlanguageshouldbedevoidofgrammaticalerrorsandyoushouldbeabletodemonstrateasatisfactoryuseofwordchoicesothatyourcustomermaintainsconfidenceinyourskillsets.FollowtheT.I.Srule(Thinkit,Inkit,Sinkit).Whenyoucomeacrossanewword,makeanoteofitinyourpersonaldiaryandreaditoutloudatleasttwice.

Youneedtospeakinanupbeatandpositivetone.Thisenablesyoutoconnectwithyourcustomersandcolleaguesandalsobuildlonglastingrelationships.AlotofnegativeemotionsTipsTipsforOutsourcingProfessionals

likeanger,sarcasm,impatience,etcalsogetcommunicatedthroughyourtonesoit'simportanttowatchoutforit.Yourtoneshouldreflectempathya