Unit 4 Office Work 第4课时 课件-2023-2024学年中职高三上学期英语语文版（2021）职业模块（服务类）

Unit 4-(4) Office Work Job Role Duties Common Language Qualities/skills secretary We have learned a lot about secretaries, so can you fill in the form? key member answer phone calls, type, file, arrange meetings ... speak well, computer skills... Secretaries are also known as... The role of a secretary is... They have to ... To be a good secretary, he or she should be good at... This is... Can I take your message? ... We have known some qualities or skills a secretary needs, do you know something about customer service? 1. Who is customer? Ask and answer in pairs. 2. What service should be included? 5. Who can do customer service work? 3. When do we need customer service? 4. Have you ever received customer service? Let’s read these questions together first! What did you need? Was it good or not? Why? Share your opinion with us, would you? customer is... customer service should include... We need customer service when... I have called customer service once because... people who are... can do customer service work. I think... I believe... In my opinion... According to my experience... What Are Customer Service Skills? Read the passage in groups. Customer service skills are the set of behaviours you rely on when you are serving customers. To do this, you will likely use several different skills. Section Ⅳ Cultural Circle Read the passage in groups. Communication. You will need to respond in a timely manner and communicate with the customers in a clear, easy-to-understand way. Understanding. Your interactions may begin with someone who is unhappy. So it is important that you understand and identify with the feelings of others. Read the passage in groups. Patience. Clients and customers might ask several questions, be angry, or ask you to repeat instructions several times. Patience is important to keep the conversation on track; stay friendly and provide a positive experience. Technical knowledge. To solve problems,