Spring 2007
Managers’ English Training Course
English Name:
Job Title:
Lesson Two
Business English and Western Business Culture
商务英语和西方商务文化
Part I第一部分.
Companies need customers. Some companies provide goods such as clothes, cars and food. Other companies provide services, for example insurance, banking, IT, or training.
Companies want repeat business, which means they want customers to buy from them again and again. To win customer loyalty, many companies have a code of practice, or set of rules, for customer care. The code of practice tells how a company should treat its customers. Customers can complain about the service, or help they receive and the goods they buy.
公司需要客户。一些公司提供如服装、汽车、食物之类的商品，另一些公司提供服务，例如银行、IT、培训。公司希望有回头客，也就是说他们希望顾客从他们这儿一次又一次的购买商品或服务。为了赢得忠诚的客户，许多公司都有行为准则，或关照客户的一系列规则。行为准则指明一家公司如何对待其客户。客户可以投诉其购买的服务或商品，
Exercise One练习一:
Read the texts produced by three different companies answer the questions
阅读以下三个不同公司写的文字，并回答问题：
- What does each company offer the customer?
每家公司向客户提供什么？
- What other examples of good customer care can you think of?
请您举例其他好的客户服务？
- First Direct is England’s leading 24 hour personal telephone bank. Our personal service lets you do all of your banking by phone, 24 hours a day, 365 days a year. You can check your balance, pay a bill, discuss a personal loan or increase your credit card limit. All phone calls charge local fees.
- American Airways employees who make customers unhappy must apologize in person. The company will also give certain gifts to customers who are not satisfied with the service. These gifts can include calculators, toys, chocolates, etc…
- IKEA Business offers many services to professional customers, companies, and groups. Our trained staff can help you set up your workspace and office. We can provide a special business catalog you can order from or you can order any product in the store. We provide delivery and assembly services at your request. Please come to our store or website for more information.
A. First Direct是英国24小时私人电话银行的领头羊。我们的个性化服务项目可以让您一年365天，一天24小时，所有的银行业务均通过电话完成。您可以查询帐户、支付费用、咨询个人贷款或增加信用额度。所有电话只收市话费。
B. 美国航空公司员工如果令客人不愉快就必须亲自向客人道歉。公司也会向对服务不满的客户赠送礼物。这类礼物包括计算器、玩具、巧克力等等。
C. 宜家向专业人士、公司和团体提供各种服务。我们训练有素的职员能帮助您布置您的工作间。我们能够提供一份特殊的商品目录，您可以从中选购或直接在商场订购产品。我们可根据您的需要提供送货或装配服务。如需更多信息欢迎光临我们商场或浏览我们的网页。
Exercise Two练习二:
A=Excellent B=Good C=Fair D=Poor
Rate the customer service below. Can you suggest any ways to improve?
评估以下对客服务现象。您能提出改进意见吗？
1. A customer waits in line for twenty minutes. _____
一位客户排队等候了二十分钟。
2. The phone rings eight times before someone answers it. _____
电话响了八声才有人接听。
3. A customer phones a company. The person who answers
does not have the information to answer the customer’s questions. _____
一位客户打电话给一家公司。接听电话的人不能回答客户提的问题。
4. A company answers a customer’s letter in five working days. _____
一家公司在五个工作日里给客户回信。
5. A customer complains. The company employee writes all the
details, apologizes, and promises to do something. _____
一位客户投诉了。公司职员记录下了所有细节，道歉，并保证会采取措施改进。
Exercise Three练习三:
Match the Customer service statements and answers.给下列现象和答案配对。
1. Would you like some help?
2. Would you like us to send you a new catalog?
3. Would you like a drink?
4. Shall I have someone come and see you next week?
5. I am sorry about this. We can offer you a refund of course.
- Thanks very much, but I am afraid I don’t have time today. Maybe next time?
- I’m afraid I’m not here next week. Would it be possible to make it the week after next?
- Yes, please. Could you send it me at this address…
- No thanks, I am just looking.
- Fine. Could I have it in cash please.
- Thanks very much. Could I have a mao tai?
1. 您需要帮助吗？
2. 需要我们为您寄一份新目录吗？
3. 需要来一杯吗？
4. 下周我们派人来拜访您，好吗？
5. 我对此非常抱歉。我们把款额退还给您。
a. 非常感谢。但我恐怕今天没时间。要不下一次？
b. 恐怕下周我不在这儿。这件事下下周做可以吗？
c. 好啊。麻烦您帮我寄到这个地址…
d. 不，谢谢了。我只是看看。
e. 太好了。我可以拿到现金吗？
f. 非常感谢。可以给我一瓶茅台吗？
Part II第二部分.
Capitalization and Writing Practice大写和书写练习
Can you correct the mistakes in this letter after listening to the teacher?
听老师读完文章后改写下文中的字母。
Super Spa
Health and Fitness Center
oceanview hotel, huancheng road, hangzhou
20 may
mr wang
25 zhongshan road
ningbo
dear mr wang,
we are happy to include a membership card for our hotel’s fitness center with this letter.
on your next visit one of our staff will give you a fitness training and show you how to use the facilities in the gym. please phone us and tell us what time is convenient for you.
we hope you can come to our special hotel promotions. this summer we will have a german beer festival on 20 june.
with the membership card you will get a 15% discount on food and drink.
we look forward to seeing you soon.
yours sincerely,
Liu Ran
liu ran
assistant manager
oceanview hotel
超级 Spa
健康中心
杭州环城路望洋宾馆
5月20日
王先生
中山路25号
宁波
亲爱的王先生
我们很高兴给您寄上一张鄙饭店健康中心的会员卡。
当您下一次光临时，我们的员工会向您介绍并教您如何使用我们健身房的设备。请电话告知我们您方便的时间。
我们希望您来尝试我们饭店特别的销售活动。今年夏天6月20日我们将有一个德国啤酒节。
持会员卡的您将享有食物和饮料八五折扣。
我们期待着您的光临。
您诚挚的
刘然
刘然
大堂经理
望洋宾馆
Part III第三部分.
Group Activities团体活动
1. Phone Call电话
Student A: You want to learn more about customer care. You call the guest services manager at a major hotel. Ask:
-If they have a code of practice
-What their customer care policies are
学生A：您想知道更多关于关照客户的信息。您打电话给一家大饭店的客户服务经理。您问：
-他们是否有行为准则
-他们的关照客户政策是怎样的
Student B: You are the guest services manager of a major company. Guest relations are important to you so you are happy to answer the caller’s questions. Tell Student A:
-About your guest care policies
-Offer to send Student A a copy of your code of practice
学生B：您是一家大公司客户服务经理。客户关系对您来说很重要，您很乐意解答客户的问题。告诉学生A：
-你们的关照客户政策
-给学生A邮寄一份行动准则的复印件
2. Hiring Good Employees Activity雇用优秀员工
You and your partner are managers in a major hotel’s Sales and Marketing Department. You are both looking for someone to be an assistant manager. You interview two people. Read their answers and decide who you want to hire. Explain why you want to hire this person.
您和您的搭档是一家大饭店市场营销部的经理。你们都在寻找一位经理助理。你们面试了两个人。请看他们的回答并决定您将要录用的人选。说明您录用此人的原因。
Assistant Sales and Marketing Manager市场营销部经理助理
Requirements: Must have business degree or marketing experience, must be a “people person”, must be willing to work long hours, must be willing to travel, must enjoy hotel culture
Responsibilities: Interviewing guests about their hotel preferences, writing reports about guest interviews, working with the hotels VIP clients
条件：必须持有商务学科的学位证书或有市场经验，性格外向，愿意长时间工作和出差，认同酒店文化。
职责：拜访客户，了解他们选择酒店的喜好，写客户拜访报告，为酒店VIP客户提供服务。
Interviewee One Lisa Liu’s Answers:
“ I worked for three years as a sales assistant at the Holiday Inn Hotel”
“ I don’t mind traveling”
“I like to meet new people”
“I am very interested in hotels”
“I am not good at writing reports”
“I hate sitting in an office all day”
“It is difficult for me to work evening because I have a small child”
“I do not have a university degree but I learn fast”
面试者一：刘利萨的回答：
“我曾在假日酒店做过三年的销售助理。”
“我不介意出差。”
“我喜欢与新人打交道。”
“我对酒店很感兴趣。”
“我不擅长写报告。”
“我讨厌整天坐在办公室里。”
“我有一个小孩，所以对我来说晚上上班比较困难。”
“我没有大学学历但我学习很快。”
Interviewee Two Dan Mao’s Answers:
“I have business degree from Zhejiang University”
“I am not good at communicating with people at first, but after I know them I am much better”
“I am interested in getting a high salary job”
“I have never had a job before but I helped my father in his business”
“I love writing reports”
“I do not mind working long hours”
“I don’t like traveling”
“I do not know a lot about hotels but I like staying in hotels”
面试者二：毛丹的回答：
“我持有浙江大学工商学位证书。”
“一开始我不太擅长与人沟通，但当我认识他们后会好许多。”
“我对高薪工作很感兴趣。”
“我没有工作经验，但我帮我的父亲打理过他的生意。”
“我喜欢写报告。”
“我不介意长时间工作。”
“我不喜欢出差。”
“我对酒店不是非常了解，但我喜欢住酒店。”
Part IV第四部分.
Song歌曲
Most Popular American Sports Song (Baseball)
Take me out to the ball game,
Take me out with the crowd;
Buy me some peanuts and Cracker Jacks,
I don't care if I never come back.
Let me root, root, root for the home team,
If they don't win, it's a shame.
For it's one, two, three strikes, you're out,
In the old ball game.
Words & Expressions of Lesson Two:
l goods：商品，货物
l service：服务
l insurance：保险
l repeat business：回头客，常客
l customer loyalty：顾客忠诚度
l code of practice：行为准则
l customer care：关照客户
l complain about：抱怨，投诉
l personal service：私人服务，个性化服务
l balance：收支差额
l loan：贷款
l credit card limit：信用卡额度
l professional：职业的，专业的
l catalog：目录
l delivery and assembly services：送货和装配服务
l at one’s request：按某人的要求
l wait in line：排队等候
l answer the phone：接电话
l refund：偿还，退还
l Health and Fitness Center：健身中心
l membership card：会员卡
l facility：设备
l be convenient for sb.：对某人来说方便的
l discount：折扣
l hire employees：雇用职员
l requirements & responsibilities：招聘条件和岗位职责
l a “people person”：外向的人
l hotel culture：酒店文化
l interviewee：面试者
l university degree：本科学位
l communicate with：与…沟通
l a high salary job：高薪工作
l popular：流行的，通俗的
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