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Unit10CustomerserviceStartingup

AWhichofthefollowingirritateyouthemostwhendealingwithcustomerservicedepartment?OnthephoneFace-to-faceRepairsandrefund?Beingputonhold?Speakingtoadisinterestedperson.?Havingtodailseveralnumbersbeforegettingtotherightperson.?FindingtheCustomerServicenumberiscontinuouslyengaged.?Beingcutoff?Unhelpfulcustomerservicepersonnel?Indifferentstaff?Salespeoplewithpoorproductknowledge.?Toofewstaffatpeaktimes.?Nocompanypolicyoncustomerserviceorcomplaints.?Delaysonrepairs.?Delaysingettingone’smoneyback.?Noreplacementequipmentwhilerepairsarecarriedout.B

Howimportanttoacompany’ssuccessiscustomercare/Isitpossibletohavetoomuchcustomercare?Listening(newideasincustomercare)A10.1ChrisStoreyisSeniorLectureinmarketingattheCityUniversityBusinessSchoolinLondon.Inthefirstpartoftheinterview,Chrisdefinescustomerserviceasa)‘doingtherightthing’andb)‘delightingcustomers’.Whatexamplesdosehegivetoillustratethesetwoideas?B10.1Whydosomecompaniesfailtoanswertheircustomers.E-mailquerieseffectively?Languagereview(Gerunds)?Agerundisformedfromaverbbutbehaveslikeanoun.?Itcanbethesubjectofasentenceorclause:Aimingforcustomerdelightidallverywell……?Itcanbetheobjectofasentenceorclause:manypeopledonotliketalkingtomachines…?Itoftenfollowsapreposition:Customersreceivinggoodservicewillstimulatenewbusinessbytellingupto12otherpeople.?Ausefulwaytousegerundsisinlists.(Seeparagraph5inthearticleonpage86)?Mostgerundsareformedbyadding-ingtothebaseformoftheverb:answer,answeringhandle,handlingget,getting?Someverbsarefollowedbyeitheragerundoraninfinitive,butthechoicecanleadtoachangeinmeaning:Herememberedtoreplytothecomplaint.(Hedidn’tforget)Heremembersreplyingtothecomplaint.(Hehasaclearmemoryofthis)AThearticleonpage86hasmanyexamplesofthegerundused:a)asthesubjectofasentence/clauseb)followingapreposition.Findthreeexamplesofeach.Skills(Activelistening)AHowdoyouknowifsomeoneisnotlisteningtoyou?Howdoesitmakeyoufeel?BWhichofthefollowingdoyoudotoshowpeoplethatyouarelisteningtothem?Canyouaddanyothersuggestions?

lookpeopledirectlyintheeyeatallthings.nodyourheadoftentoshowinterest.repeatwhatthespeakerhasaidinyourownwords.beawareofthespeaker’sbodylanguageinterruptthespeakeroftentoshowyouarelistening.thinkaboutwhatyouaregoingtosaywhilethespeakeristalkingusebodylanguagetoshowyouareattentivetrytopredictwhattheyaregoingtosaynext.askquestionsifyoudonotunderstandsaynothinguntilyouareabsolutelysurethatthespeakerhasfinished.DWorkinpairs.Describetwoexamplesfromyourownexperiencewheretheserviceyoureceivedwas:a)excellentb)poorWhenyourpartnerisspeaking,makeanefforttolistenactively.UsesomeofthelanguagefromtheUsefullanguagebox.UsefullanguageShowinginterest

ClarifyingReally?AreyousayingThat’sinterestingWhat(exactly)doyoumeanby…?Right/OK/Mmm/Yes/NoCouldyoubemorespecificplease?

Showingempathy

SummarisingIknowwhatyoumean(So)youthinkHowawful(So)whatyou’resayingis……AskingfordetailsRepetition/QuestiontagsSowhathappened?AWe’vereducedcustomercomplaintby30%Whatdidyoudo?B30%?/Haveyou?Unit11CrisismanagementStartingup

ADiscussthesequestions1When,inyouropinion,doseabusinessproblembecomeacrisis.2Whatcrisisthatbusinessmanagershavetofacecanyouthinkof?3Whatsortofcrisismightyourowncompanyofinstitutionhavetodealwith?4Whatdocrisismanagementteamdo?BCrisismanagementexpertshaveidentifiedthefollowingkeystepsforcompaniesinacrisis.Usecompletethetablebelow.Thendiscussyouranswers.1Setupacrisismanagementteam2Trytopredictwhatcrisiscouldoccur3Roleplayapotentialcrisis4蹦In敬fo乘rm驚t公he跳d笨ir誘ec圾to嶄rs5篩Di似sc朗lo扭se病a潮s棄mu遵ch暑i談nf折or云ma第ti洽on莖a湯s障yo恢u震ca雪n6An污al挖ys咽eth秀e柴ac央ti蒼on棍s如yo教u搭to凍ok哭t夜o捏de頂al集w享it湊h破th晉e劑si則tu駝at嚷io慌n7體Wr隨it槳e釣do敏wn執(zhí)a小nd葵c仍ir狂cu吉la捉te漲y邁ou瞇r梳cr辭is紹is電m繁an宴ag紋em攝en悄tpr害og賊ra趣mm塞e8Pr展ac袖ti邁sema止ki菜ng輩d胃ec不is妹io箱n倦un隊de堵r邁st避re配ss9爛Wo戰(zhàn)rk呈o滲ut碗a晉n爸ac就ti肉on測p掉la屋n舒to恩e自ns晶ur宗e狡th瞧e站cr喪is槐is攤d孫oe作s項no含t拋ha瞎pp完en蒙a癢ga攜in10眨F忙in相d緊ou僅t條wh沖at雕h遞ap青pe甩ne盼d綢an賀d簡ho行w蕉it終h綠ap洪pe麥ne攀dBeforethecrisisDuringthecrisisAfterthecrisisLi秤st功en蟻in使g彩(C聰op疫in來g匠wi朽th同c尊ri部si虎s)A笨J腐an朽W霜al排sh禍,拒a轉cr帥is騾is墳m兇an眼ag匯em都en葛t鍛ex董pe每rt促a適t潑Br添it窩is論h晚Te忌le橋co口m,心i控s脅ta箭lk梳in院g均ab父ou鉗t聯(lián)th圾e衫m(xù)a驅in奮c霉ri快si距s咽fa與ci填ng償m才an師ag梁er驕t格od妖ay農(nóng).弟Be晴fo贈re藥y愛ou雨li開st何en糞t只o勺th費e明in癢te拐rv土ie匠w,電d燈is扔cu確ss娃w哪ha蒼t譯yo貓u泛th憶in誤k效sh炕e奶wi員ll犬s嬸ay程.B點11跨.1廊L煉is獎te規(guī)n飼to倉t雙he陰f桿ir伏st績p描ar立t宅of腫t墓he面i功nt創(chuàng)er輩vi導ew雄a歇nd必a觀ns鍋we宣r鋒th躬es黨e面qu卷es滑ti完on無s.1答W夕ha雅t耀ex盯am迫pl任es鈴o且f口cr刮is系is毅d榮oe港s羊sh濃e相gi希ve框?2私W四ha肚t攻is訪e向xp何en演si介ve豎?3止W臉ho血a尺re犯y穗ou醫(yī)r悟st崇ak吸eh刺ol經(jīng)de張rs望?行W顆ha居t便po惰in茅t競do飯es槐s只he耀m冶ak搖e米ab坐ou裹t訴th草em確?Re志ad祖in北g鎮(zhèn)(調Ai燥rl陽in按e池cr右as痰he換s)A老W狗ha脾t竭ac賊ti弄on距s影do現(xiàn)es翼a裝n冒ai祖rl腸in削e’耳s拋ma態(tài)na尋ge斃m(xù)e劃nt領h藏av波e皂to存t宴ak朽e韻wh血en茂o凈ne仇o們f后it計s故pa綱ss禁en釋ge助r糖ai歌rc萄ra慣ft樹c趨ra禿sh昨es暖?B種R樣ea召d謎th碌e永ar邪ti僚cl仁e閉.紙Th幸en億c也om杯pa替re留t島he瓜a白ct菊io殲ns仇i伴t板de聯(lián)sc文ri私be烈w焦it掠h填yo闖ur華a趣ns州we津rs悶i趁n棄Ex塵er減ci罪se樣AVo家ca仔bu皂la搏ry雜(芬No袖un正p坑hr劍as顧es錦w造it塑h白an紗d史wi茅th際ou挺tof)A摔M隙at傳ch美w餡or能ds口f尋ro勿m羽ea腳ch匹b黨ox漸t裁o調ma喝ke賽w遞or喬d其pa畝rt桃ne箱rs伙hi略ps骨,袍ad睬di媽ng乞t叢he五w承or陶d描of傾i患f靈ne重ce隙ss卵ar疑y逐.循Fo齒r閉ex黨am帆pl帆e,繪a淡ct倍io主n湊pl癥an佛,尋a帖dm云is軍si臥on拖o隙f迅li戀ab丈il色it右y乎.actionadmissioncontingencydamageflowlegallosspresspressspeedactionconferenceconfidenceinformationliabilitylimitationplanplanreleaseresponseLa工ng控ua呼ge暖(殃S不im含il養(yǎng)ar選it命ie顯s悉an麻d積di瓣ff挽er互en繼ce包s)Th輕e迎a犁rt賠ic允le抬o飾n游pa勒ge齡9頂4計de防sc編ri坊be朝s吐si騎mi辭la湖ri旅ti除es旨a籌nd衡d右if庫fe稅re原nc賢e隱in毯t牙wo惡c擊ri膨si桿s棉;Si芝mi壘la降ri饒ti豈es跨:Bo宴th肉j鞏et嘴s跑cr藏as街he雅d配of才f雪th擔e希No霜rt橡h曉Am漢er脊ic制an則c育oa傘st物……Ne香it森h(huán)e波r江ac椅ci稀de衣nt陵l噸ef刻t彎an待y糾su音rv祖iv診or泰s.Th茅er賀e罰we第re毒n雷o天su肥rv疫iv魂or飼s牢in洋e嗎it揭he肺r暈cr柴as槽h睡.Di潛ff德er哈en巷ce倦sBu謠t掠th節(jié)e死tw箏o殊di用sa隔st垃er燒s尋pr丟ov遼ok掙ed冶s縣ha逮rp摘ly偶d母if睬fe捎ri州ng哪r否ea腥ct波io仿ns痛.In抖t筑he謝f廁ir僚st員,想T翅WA賄w血as豪a褲cc仰us圣ed障…魯In廉t垮he勺s館ec轉on抓d昂,竭Sw現(xiàn)is魄sa粗ir陵e斃ar聽ne耗d舌pr捷ai懸se勇…In捐c農(nóng)on膀tr凈as拜t場,S件wi正ss相ai掉r’險s李ha檔nd統(tǒng)li發(fā)ng棕o帶f摸th患e獨fl硬ig荷ht間1針11引cr煮as奧h…Sw抵is傷sa梳ir?!痵仇e訊xp忍er壇ie燙nc到e虹co本ul軋d盟ha獅rd吵ly左h天av甲e碑be拴en種m跳or衫e啞di篇ff厘er滿en煤t.Ca文ll秒s煎to熔T議WA紡w按er稿e銜no脈t恭an柄sw鑄er柿ed奮,皇w戰(zhàn)he闖re乎as晨S歲wi煮ss姨ai茂r巨se憐t狼up瞧t俗el瀉ep董h(huán)o竟ne憐h囑ot故li拿ne侵s.Sw烈is素sa禍ir肚’s載r鬧ep名ut職at遮io桃n臨wa睜s抽en確ha走nc夏ed禁.辜O塑n稱th桃e障ot碌he大r隱ha榨nd賓,中T睜WA賽’s虛w五as被d握am雷ag婆ed嘴.We幻玉u衣se床m告od岔if陪yi米ng勾a扭dj刊ec御ti躍ve萄s,從a布dv勝er議bs膛a未nd宅a盞dv不er顯bi矛al者p債hr襖as遍es拋t遲o謀co刺mm江en劃t弊on筐h圓ow許b堤ig零a章d學if店fe蘆re鑰nc清e們is狡:Sw姓is逐sa為ir誓’s忘r淺es研po洗ns暢e耳to樂t鄰he核c顏ri礦si周s虛wa編s否mu年ch欄f害as葉te藥r戶th埋an傷T拉WA射’sAWo隨rk生i銳n算pa熱ir浮s混.L萬oo慌k驅at倆t歡he匪t頸ab墓le政o勻n銅pa勵ge勉9干5滾an墓d收yo隸ur速o扒wn犧t岔ab斜le每a廟bo摸ut示S勺wi姐ss殖ai膊r頁.辱Ta飾lk福a價bo魯ut橡t敘he割s驗im永il疊ar淹it笨ie瘋s躁an誦d攜di蒼ff積er食en辮ce栗s達th盜ey圣d勾es立cr到ib敘e.Sk山il鋒ls溫(濱as遺ki射ng紫a璃nd佛a愛ns請we妻r(nóng)i苦ng拴d棉if貌fi虛cu芬lt鄉(xiāng)豐q炸ue房誠st豪io鏡ns闊)A小Th布e予Ch等ie跡f有Ex伍ec泊ut嗎iv襯e搜of扮a執(zhí)p本ha雜rm斧ac辜eu劑ti臟ca歉l擾co毫mp替an鈴y姑is墨a具ns淺we挺ri繞ng郊q敲ue先st糞io塌ns欄a棉t孤a透pr浴es惰s固co撤nf煩er詠en舟ce導.易Th灑e郊co壯mp死an攀y列is臭a條cc驅us茫ed肥o壘f葛of慣fe艘ri逗ng王b惰ri擊be宋s貢to圈d致oc昂to葵rs鏡a務nd攝m棵ed母ic聽al低s斑ta耀ff鄙i兇n膚or低de漆r女to撫i框nc網(wǎng)re林as毛e尺sa照le生s.Re浴ad熊t苗he會q念ue喊st疤io女ns唐a瞧nd并s劈燕ta悟te淚me白nt兆s嘉fr坊om抱j遇ou叫rn稈al獻is韻ts檔.區(qū)I懂n趕ea挽ch邀c邊as獨e狹de賣ci蝦de耍w在he愉th隸er守i淡t暈is皆:a)喇n價eu賭tr呀al闖/誓p番ol佳it虜e龍b)馬f腐or屑ce問fu蘿l肺/述ag京gr僑es點si伐ve典.1柴Co觀ul城d江yo尤u惕an扯sw豬er娛m逢y議qu麻es級ti好on糧?2梁Wo料ul蠶d忽yo課u頁mi害nd朗a噸ns奪we企ri永ng疫m進y堤qu賭es那ti奇on勢s罷?扣Wh雀at飯i競s下yo輔ur縫p副ol狂ic書y抵ab孕ou材t拋gi儀ft舅s怨to亡c講us壁to需me曠rs幅?3墨Co編ul俱d覆yo賴u授pl遼ea歇se貧t渡el綢l帥me網(wǎng)h登ow平m吃an滾y她sa趟le預s雞st潔af別f甘yo售u細em決pl瓦oy石?4鹽Co亞ul月d礙yo陜u礦te諷ll侮m役e咳ho騾w梨ma啦ny蝴s直al灣es色s謀ta表ff蛾y膚ou臣e補mp妹lo脫y進?5漏Do刻y不ou蕩d援en捕y憤th引at氧b掘ri早be匪ry岔i變s槍a賽co斬mm揪on遙s競al趟es旦s搞tr犧at趁eg昆y牌of禮y咸ou愈r迷co騰mp懂a(chǎn)n過y?6際Co共ul龍d賠I錘as描k靠wh河y能yo羞u享ar伏e排r議ep漁la智ci面ng庭y顫ou循r褲Sa變le豆s處Di泥re禾ct率or償?7廊Do梨y析ou碎m柄in防d緞if燭I翠a汗sk潔h辟ow脆m觸an姓y弊le價tt授er速s洽of帝c族om盜pl預ai范nt鬧y準ou投h布av司e郊ha恨d喜fr根om豎d鄰oc羨to嶄rs蓮?8辱I’仗m顯in宋te旨re壯st美ed燦i凳n路kn光ow麻in回g賴wh抗et悟he鍋r葵yo莖u茶co指ns塊id終er辰y(tǒng)維ou執(zhí)rs進el模f乞an金e爬th勝ic播al疾c誘om醉pa槽ny零.9稿Is急n’綁t猜it決t詞ru犁e碼th碌at努y嘴ou闖d巷on著’t壁c檢ar照e團ho消w安yo須ur姻s端ta疤ff嗽b伐eh怪av倘e足as攏l芽on缺g后as爹t恢he圾y芳me辜et畢t潮he覆ir柴s警al宿es意t幅ar隱ge姥ts漿?10窄M鴿ay叛I屢a店sk定w控hy躬y專ou加d毒id印n’榮t半in握ve翁st開ig表at辛e扣th像e慮al忌le注ga吉ti狹on叢s林mo厘re柿q技ui客ck械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