1、Contents Passage Two4 Starting Up1Listening&Speaking2Passage One3Language Lab7Tips for Professionals 7Writing5Mini-project6Starting UpTask 1 Discuss in groups.List skills or qualities a person needs if he/she wants to join the service industry.For example,Starting up-1Having good language skillsBein
2、g proactiveBeing patient Starting up-2Starting UpExchange your ideas with classmates about what are the best ways in handling complaints over email.For example,Task Two Begin your email with“Thank you.”Explain why or how the problem happened.Offer compensation if applicable.Starting up-3Starting UpW
3、ork in pairs and list three effective ways to keep customers loyal to your company.Task Three ListeningListening&SpeakingDialogue OneDialogue TwoSpeaking TaskL-Task 1Listening&SpeakingDialogue One:Managing Outsourcing Relationship 1.execution:n.when something is done or performed,especially in a pla
4、nned way 执行Example：1)Although the original idea was good,its execution has been disappointing.虽然设想很好，但执行起来却令人失望。2)Every selling plan made by him is impossible of execution.他所做的一切销售计划都是不能实现的。Key Words and ExpressionsL-Task 1Listening&SpeakingDialogue One:Managing Outsourcing Relationship 2.phase:n.an
5、y stage in a series of events or in a process of development 阶段Example：1)That project would enter a second phase at the beginning of 2012.该项目将在2012年初进入下一阶段。2)The project is only in the initial phase as yet,but its looking quite promising.这个项目虽然刚刚起步，但却很有前景。Key Words and ExpressionsL-Task 1Listening&S
6、peakingDialogue One:Managing Outsourcing Relationship 3.hamper:v.to prevent someone doing something easily 阻碍Example：1)Carbon tax will hamper the new investment program.烟尘排放税将阻碍新的投资计划。2)Rising costs were hampering supply of the metal as demand grew.随着需求量的上升，上涨的成本在制约金属制品的供应量。Key Words and Expressions
7、L-Task 1Listening&SpeakingListening Task:Listen to an excerpt about how to manage outsourcing relationship and answer the following questions according to what youve heard.1.What is the key practice for the service provider in managing outsourcing relationship?2.What could service provider do to bui
8、ld a lasting trust with the client?3.What practice can keep the client informed of the projects progress?4.What practice could the parties upgrade the future goals?L-1-ScriptListening&Speaking Managing outsourcing relationship Managing a long-term outsourcing relationship is no easy task.It takes ma
9、ny years to maintain outsourcing relationship.The experience indicates that the practices and mindsets are common contributing factors to imperfect outsourcing relationships.Although the parties enter into an outsourcing agreement with the intent to work well together for a long-term relationship,pr
10、oblems will surface.For a service provider the key practice is to have clear understanding of the requirements of the client.Secondly,every project bet it small or big must be given equal importance.Even if a particular project is small,it must be handled well and delivered on time.This can build a
11、long lasting trust between the client and the service provider.Once both the parties are satisfied with each others working nature and other basic things,Service Level Agreement should be signed so that the project can be moved to the execution phase.L-1-ScriptListening&Speaking Precise planning sho
12、uld be there from the service providers side and the client must be aware of all the things and the progress of the project.Pre-defining of objectives and criteria will keep the client informed of the progress and the service provider would also have an idea about where they stand in meeting custome
13、r expectations.For an outsourcing project to be successful there must be a dedicated team on both sides.Each team needs to be aware of all aspects of the project and can easily identify and resolve any problem in time.Usually there might be hundreds of issues during the implementation of any outsour
14、cing project.Therefore,review meetings must be held periodically and the discussion in these meetings can upgrade future goals and resolve issues which might be hampering the completion of the project on time.L-Task 2Listening&SpeakingDialogue Two:Ending a Business Relationship switch:v.to replace o
15、ne thing with another,or exchange things更换，转移Example：1）Weve switched the meeting from Tuesday to Thursday.我们已经把会议时间从星期四改到星期五了。2）Foreign investors are switching their focus from local shares to stakes in local companies.外国投资商开始把注意力从原来的本地股票转移到了本地公司的股份。Key Words and ExpressionsL-Task 2Listening&Speakin
16、gListening Task:Listen to the dialogue about ending a business relationship and judge whether the following statements are true or false.1.The change in the plan is to end the use of the services provided by Tech Experts._ 2.The man suggests they tell their business partner about the changes immedia
17、tely._3.The woman thinks Tech Experts really disappoints them this time._ 4.The woman holds the view that Tech Experts will turn for the better after they learn the mistakes._ L-2-ScriptListening&Speaking Alan:Whos going to inform Tech Experts of our changes in the plan?Lisa:You mean about ending ou
18、r use of their services?Alan:Yeah,the contract we signed with them last year is almost up,and as we decided last month,well be going with another company.Lisa:I think we should wait until after all of our current projects are done.We still have two more in their hands.Alan:Okay,but I dont want to wa
19、it too long to tell them,even if were not happy with their service.As a professional courtesy,we should let them know soon.Lisa:That may be true with other companies,but Tech Experts has really let us down this past year.If we didnt have a contract with them,we would have switched companies long ago
20、.L-2-ScriptListening&Speaking Alan:Well,maybe theyll learn from their mistakes.After all,theyve been in business a long time.Lisa:Yeah,but old habits die hard.And if you ask me,the company is almost out of business.Its only a matter of time before they lose most of their customers,at the rate theyre
21、 going.Alan:I dont know about that,but I do know one thing.Its a good thing youre not their public relations representative!SpeakingListening&SpeakingSpeaking Task Make a dialogue about ending a business relationship with an outsourcing company for its long delays and low quality of the service.Work
22、 with a partner,one acting as the service provider,the other the client.Passage 1TextKey Words and Expressions Reading Task Passage OneText 1-1Winning Customers through Effective Telephone Etiquette Although many businesses are now offering customer service via e-mails and online chat,telephone call
23、s are still many businesses primary contact.For many customers,a telephone call to customer service is a relatively quick way to resolve any issues and also receive human interaction.Having proper telephone etiquette can often make a huge difference in a satisfied customer.When answering the phone,b
24、e sure to speak clearly and slowly.Do not make your customers ask you to repeat yourself.With many businesses outsourcing their customer service help lines,aPassage OneText 1-2customer may be dealing with someone who speaks English as a second language.However,the representative can manage the langu
25、age barrier by speaking slowly and clearly.It is very important for a customer service representative to actually listen to the customer.The customer wants to feel that they have your undivided attention.Listen to the customers inquiries or requests and attempt to resolve the issue as quickly as pos
26、sible.Do not frustrate the customer by making them repeat the issue ten different ways to 10 different people.If you are unsure of the answer to their question,consider saying,“I would like to take a moment to find out the correct answer to your question.Do you mind if I put you on hold?”Passage One
27、Text 1-3 If you cannot resolve their issue,offer them a timeline for a response.Consider saying,“I will need to speak with my manager about this tomorrow.Can I call you back before 3pm with an answer?”When making a timeline promise to a customer,be realistic.If you cannot provide the answer by tomor
28、row,be honest and request a few more days.It will be unacceptable to the customer for you to make a promise and then neglect to meet it simply because you havent received an answer yet.Aside from the conversational skills and content,there are a few key tips that can start a telephone call off right
29、:Passage OneText 1-4lAnswer the telephone within 3 rings.Any more than that and the customer will become angry.lMake use of an answering machine for whenever you cannot reach the phone.Create a message that includes your business name,hours,and further contact information.lRespond to messages left w
30、ithin 1 business day.lFocus on the customer.Put down the newspaper and turn away from the e-mails.When answering the telephone,be courteous,yet efficient.Focus on the customer 100%.Customers will notice immediately if a customer service representative is multitasking or having a bad day.By training
31、your representatives how to answer and handle phone calls,you will often see a noticeable difference in satisfied customers.Passage OnePassage Onebarrier 1)the removal of trade barriers.2)Profits at that shoe-shop chain have reportedly broken through the 100m barrier for the first time in its 186-ye
32、ar history.1）The companys New Years Resolution is to find out how to stop frustrating the employees.2）The fact that the market demand is shrinking frustrates the investors.Passage Onefrustrate 1-Task 1Reading Task:Tick the proper telephone etiquette that is mentioned in the passage.Passage One_The c
33、ustomer service representative could speak with accent and be asked to repeat him/herself._If you dont know how to reply to the customers questions,you could encourage them to call again later._You have to pick up a phone in no more than 3 rings._You cant ask for more time in replying the customers.
34、_Make good use of an answering machine when you could not reach the phone._You could answer the telephone while replying an email.Passage TwoTextKey Words and Expressions Reading Task Passage TwoText 2-1 ConvergysTop Outsourcing Company Convergys Corporation,a global leader in relationship managemen
35、t,has been named to the 2010 GS 100 List of Companies that Define Global Outsourcing.Convergys was also named to the lists of Top BPO Vendors and Top Call Center and Customer Management Vendors.The lists are compiled annually by Global Services Media,which connects buyers and service providers in th
36、e global IT services and BPO industry,and Neo Advisory,a consulting firm that leverages outsourcing and globalization to enable organizational transformation.Passage TwoText 2-2Passage Two As a company that defines global outsourcing,Convergys helps optimize everyday interactions,turning the custome
37、r experience into a strategic differentiator for our clients,said Andrea Ayers,Convergys President of Customer Management.As a single-source provider of self-service and agent-assisted care,Convergys supports its clients by combining innovative technology and agent-assisted services to optimize the
38、customer experience.This recognition helps validate Convergys commitment to providing a superior service experience to our clients and theirText 2-3Passage Twocustomers in all of our geographies,Ayers added.We are very pleased to be included on the list of companies that define global outsourcing be
39、cause this high honor reflects so positively on our clients and on the unparalleled quality and dedication of our approximately 65,000 employees.“The GS 100 analysis model focused on four main areas in which Convergys excels:lManagement Excellence,including revenue,growth,profitability,thought leade
40、rship,innovation capability,marketing excellence,leadership quality,risk management measures,and other performance indicators.lCustomer Maturity,including new customers,industries,and geographies represented,contract sizes,customer case studies,complexity of projects,etc.Text 2-4Passage TwolGlobal D
41、elivery Maturity,such as global delivery footprint,type of work performed,and expansions.lBreadth of Services Portfolio,including breadth of capabilities and service offerings across the industry,domain expertise across industries,vendor management practices,and category leadership.Convergys Corpora
42、tion is a global leader in relationship management.It serves 25 of the FORTUNE Top 50 companies,8 of the Top 10 commercial banks,7 of the Top 10 communications companies,7 of the Top 10 healthcare organizations,7 of the Top 10 retail and e-commerce firms,and 7 of the Top 10 technology companies.Text
43、 2-5Passage Two We provide solutions that drive more value from the relationships our clients have with their customers and turns these everyday interactions into a source of profit and strategic advantage for our clients.For more than 30 years,our unique combination of domain expertise,operational
44、excellence,and innovative technologies has delivered process improvement and actionable business insight to well-known clients all over the world.Passage Two leverage1）Reusable software is leveraged across many applications.2）The splitting up of the company can help it leverage the business-to-consu
45、mer model.Passage Two optimize 1)We need to optimize our use of the existing technology.2）We allocate our resources effectively to optimize business potential.Passage Twovalidate 1)How to validate the documents and information submitted by the clients?2）Many scientists plan to wait until the results
46、 of the study are validated by future research.Passage Twocommitment 1)In order to stimulate the economy,the central bank will strengthen its commitment to hold 2)Our company has a commitment to quality customer service.Passage Twodedication 1)He has always shown great dedication to the job.2)The bo
47、ss thanked the staff for their dedication and enthusiasm.Passage Two indicator 1)Commodity prices can be a useful indicator of inflation.2)All the main economic indicators suggest that trade is improving.2-Task 1Passage TwoReading Task:Read the passage and answer the questions:1.How does Convergys o
48、ptimize the customers experience to port their clients?_2.What is Convergys commitment to their clients?_3.According to Convergys President of Customer Management,what does the honor reflect about their staff?_4.According to GS100 analysis,in which aspects does Convergys excel?_WritingWritingSample
49、1Sample 2Writing TaskW-sample1WritingSample OneDear Mr.Anderson,Thank you for taking the time to communicate to us why our service did not meet your expectations.We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.We will be in
50、 contact with you in the next coming day to make our best attempt in regaining your confidence in our company.In addition,we will further evaluate how we can prevent this problem from occurring again in the future.Please accept our sincerest apology for any trouble or inconvenienceW-sample1WritingSa
