Project 7 Task2（课件）-《商务英语口语（拓展篇）》同步教学（上海交通大学出版社）

商务英语口语（拓展篇） Project Seven Customer Service 商务英语口语（基础篇） 1 Customer service is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees “who can adjust themselves to the personality of the guest”. From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization’s ability to generate income and revenue. One good customer service experience can change the entire perception a customer holds towards the organization. A career is an individual's journey through learning, work and other aspects of life. By the late 20th century, a wide range of choices (especially in the range of potential professions) and more widespread education had allowed it to become possible to plan (or design) a career. Traditionally, career success has often been thought of in terms of earnings and／or status within an occupation or organisation. This can be expressed either in absolute terms (e.g. the amount a person earns) or in relative terms (e.g. the amount a person earns compared with their starting salary). Learning Objectives After learning this project, you are required to achieve the objectives in the following table. Objectives 1. Master the following language points: a. Being familiar with related expressions of dealing with complaints and claims. b. Being familiar with related expressions of how to ask questions about the feedback of products. 2. Master procedure of a. dealing with complaints and claims. b. investigating feedbacks you collected from your customers. 3. Be good at the manner of dealing with complaints, claims and asking for feedback. 4. Have the ability to search related language & business information from different channels. Task Two Claims and Settlements Task One Complaints Task Three Maintaining Business Relationships Task One Brief Introduction 4 Part 1 Warm-up Pa