Unit 8（课件）- 《综合商务英语第3册》同步教学（人民大学版）

《综合商务英语 III》 Unit 8 L/O/G/O The goal as a company is to have customer service that is not just the best, but legendary. —Sam Walton, founder of Walmart Welcome to the business world! Comprehensive Business English Book 3 Unit 8 Unit 8 Customer Service Text A Role-play Text B Culture Tour 4 1 2 3 Contents 5 Case Study Text A Structure analysis Understanding Reproduction Text study Notes to the text New words and expressions Idea sharing Writing TEXT A Comprehensive Business English Book 3 Unit 8 Lead-in Q 1 Q 2 Q 3 In what types of business do you believe customer service is vitally important? Think of the most terrible customer service experience you have encountered, and analyze in what ways the experience could be improved. How do you define good customer service? What are the successful criteria? Comprehensive Business English Book 3 Unit 8 Customer service heats up at Jemena with SAP Cloud for Customer https://v.youku.com/v_show/id_XMzM2NzYxMjk0MA==.html?spm=a2h0j.11185381.listitem_page1.5!23~A Text A Customer Relationship Management Structure analysis Effect on Customer Satisfaction (Paras. 7-8) CRM implementation is likely to have customer effect on for at least three reasons, including customization, better order-processing experience and effective relationship management. Elements of CRM (Paras. 3-6) Three key parts of the whole CRM system, including software, cloud solutions and management. Introduction (Paras. 1-2) Topic sentence: Customer relationship management (CRM) refers to the principles, practices and guidelines that an organization follows … Understanding Para.1 From the organization’s point of view, this entire relationship encompasses direct interactions with customers, such as sales and service-related processes, and forecasting and analysis of customer trends and behaviors. Q: What are the two main domains of CRM? A: a) Direct interacti