Unit 3

1. Unit 3 Unit 6 Dealing with Customers

2. Contents 1 Starting Up 5 Writing < Back Next > Home Listening & Speaking 2 6 Mini-project Passage One 7 7 3 Language Lab Tips for Professionals 4 Passage Two

3. Starting up-1 < Back Next > Home Starting Up Task One Discuss in groups. List skills or qualities a person needs if he/she wants to join the service industry. For example: Having good language skills Being proactive Being patient

4. Starting up-2 < Back Next > Home Starting Up Task Two Exchange your ideas with classmates about what are the best ways in handling complaints over email. For example: Open your email with “Thank you.” Offer compensation if applicable. Explain why or how the problem happened.

5. Starting up-3 < Back Home Starting Up Task Three Work in pairs and list three effective ways to keep customers loyal to your company.

6. Listening Home Listening & Speaking Dialogue One Dialogue Two Speaking Task

7. L-Task 1 < Back Next > Home Listening & Speaking Dialogue One: ManagingOutsourcing Relationship Key Words and Expressions 1. execution:n. carrying out or performance of a piece of work, plan, design, duty, etc. 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。

8. L-Task 1 < Back Next > Home Listening & Speaking Dialogue One: Managing Outsourcing Relationship Key Words and Expressions 2. phase:n. any 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 it's looking quite promising. 这个项目虽然刚刚起步，但前景广阔。

9. L-Task 1 < Back Next > Home Listening & Speaking Dialogue One: Managing Outsourcing Relationship Key Words and Expressions 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。

10. L-Task 1 < Back Next > Home Listening & Speaking Listening Task: Listen to an excerpt about how to manage outsourcing relationship and answer the following questions according to what you’ve heard. 1. What is the key practice for the service provider in managing outsourcing relationship? 2. What could service provider do to build a lasting trust with the client? 3. What practice can keep the client informed of the project’s progress? 4. What practice could the parties upgrade the future goals? Script

11. L-1-Script Listening & Speaking ExcerptScript Managing outsourcing relationship Managing a long-term outsourcing relationship is no easy task. It takes many 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, problems 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 long lasting trust between the client and the service provider. Once both the parties are satisfied with each other's working nature and other basic things, Service Level Agreement should be signed so that the project can be moved to the execution phase.

12. L-1-Script Home Listening & Speaking Excerpt Script Precise planning should be there from the service provider's 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 customer 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 outsourcing 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.

13. L-Task 2 < Back Next > Home Listening & Speaking Dialogue Two : Ending a Business Relationship Key Words and Expressions switch: v. to replace one thing with another, or exchange things更换，转移 Example： 1）We’ve 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。

14. L-Task 2 < Back Next > Home Listening & Speaking Listening Task:Listen to the dialogue about ending a business relationship and judge whether the following statements are true or false. 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 immediately. ___________________________________________________________________ 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. ____________________________________________________________________

15. L-2-Script < Back Listening & Speaking Dialogue Script Alan: Who’s going to inform Tech Experts of our changes in the plan? Lisa: You mean about ending our use of their services? Alan: Yeah, the contract we signed with them last year is almost up, and as we decidedlast month, we’ll 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 don’t want to wait too long to tell them, even if we’re 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 didn’t have a contract with them, we would have switched companies long ago.

16. L-2-Script < Back Listening & Speaking Dialogue Script Alan: Well, maybe they’ll learn from their mistakes. After all, they’ve 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. It’s only a matter of time before they lose most of their customers, at the rate they’re going. Alan: I don’t know about that, but I do know one thing. It’s a good thing you’re not their public relations representative!

17. Speaking < Back Listening & Speaking Speaking Task Make a dialogue about ending a business relationship with an outsourcing company for its long delays and low quality of the service. Work with a partner, one acting as the service provider, the other the client.

18. Passage 1 Home Passage One Text Key Wordsand Expressions Reading Task

19. Text 1-1 < Back Next > Home Passage One Winning Customers through Effective Telephone Etiquette Although many businesses are now offering customer service via e-mails and online chat, telephone calls 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, be 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, a

20. Text 1-2 < Back Next > Home Passage One customer may be dealing with someone who speaks English as a second language. However, the representative can manage the language 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 customer’s inquiries or requests and attempt to resolve the issue as quickly as possible. 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?”

21. Text 1-3 < Back Next > Home Passage One 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 tomorrow, 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 haven’t 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:

22. Text 1-4 < Back Next > Home Passage One • Answer the telephone within 3 rings. Any more than that and the customer will become angry. • Make 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. • Respond to messages left within 1 business day. • Focus 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 your representatives how to answer and handle phone calls, you will often see a noticeable difference in satisfied customers.

23. frustrate < Back Passage One v. to make someone feel annoyed or less confident because they cannot achieve what they want 挫败，使沮丧 e.g. 1）The company’s New Year’s Resolution is to find out how to stop frustrating the employees. 这家公司在新的一年里决定找如何不再挫伤员工积极性的对策。 2）The fact that the market demand is shrinking frustrates the investors. 市场上的需求量锐减，这一现实使投资者很灰心。

24. 1-Task 1 Home Passage One Reading Task:Tick the proper telephone etiquette that is mentioned in the passage. __The customer service representative could speak with accent and be asked to repeat him/herself. __If you don’t 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 can’t ask for more time in replying the customers. __Make good use of an answering machine when you could not reach the phone. __You could answer the telephone while replying an email. F F T F T F

25. Passage Two < Back Next > Home Passage Two Text Key Words and Expressions Reading Task

26. Text 2-1 < Back Next > Home Passage Two Convergys Corporation- Top Outsourcing Company Convergys Corporation, a global leader in relationship management, 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 the global IT services and BPO industry, and Neo Advisory, a consulting firm that leverages outsourcing and globalization to enable organizational transformation.

27. Text 2-2 < Back Next > Home Passage Two "As a company that defines global outsourcing, Convergys helps optimize everyday interactions, turning the customer 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 customer experience. "This recognition helps validate Convergys' commitment to providing a superior service experience to our clients and their

28. Text 2-3 < Back Next > Home Passage Two • customers in all of our geographies," Ayers added. "We are very pleased to be included on the list of companies that define global outsourcing because 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: • Management Excellence, including revenue, growth, profitability, thought leadership, innovation capability, marketing excellence, leadership quality, risk management measures, and other performance indicators. • Customer Maturity, including new customers, industries, and geographies represented, contract sizes, customer case studies, complexity of projects, etc.

29. Text 2-4 < Back Next > Home Passage Two • Global Delivery Maturity, such as global delivery footprint, type of work performed, and expansions. • Breadth of Services Portfolio, including breadth of capabilities and service offerings across the industry, domain expertise across industries, vendor management practices, and category leadership. • Convergys Corporation 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.

30. Text 2-5 < Back Next > Home Passage 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 excellence, and innovative technologies has delivered process improvement and actionable business insight to well-known clients all over the world.

31. leverage < Back Passage Two v. to spread or use resources (=money, skills, buildings etc that an organization has available), ideas etc again in several different ways or in different parts of a company, system etc 重复利用 e.g. 1）Reusable software is leveraged across many applications. 可重用软件可以重新应用于多个领域。 2） The splitting up of the company can help it leverage the business-to-consumer model. 公司被划分后可以更好地利用B2C的经营模式。

32. optimize < Back Passage Two v. to make something as good as possible 使优化，使完善 • e.g. • We need to optimize our use of the existing technology. • 我们需要充分利用现有科技。 • 2）We allocate our resources effectively to optimize business potential. • 我们有效分配资源，从而把握每个商机。

33. validate < Back Passage Two v. to make something officially acceptable or approved, especially after examining it证实 • e.g. • How to validate the documents and information submitted by the clients? • 如何去证实客户所提交的文件和信息？ • 2）Many scientists plan to wait until the results of the study are validated by future research. • 许多科学家都等待着现今的科研成果能被将来的研究所证实。

34. commitment < Back Passage Two n. a promise to do something or to behave in a particular way 承诺 • e.g. • In order to stimulate the economy, the central bank will strengthen its commitment to hold. • 为了刺激经济，中央银行承诺在较长时间内继续保持低利率。 • 2) Our company has a commitment to quality customer service. • 我们公司承诺提供优质的客户服务。

35. dedication < Back Passage Two n. hard work or effort that someone puts into a particular activity because they care about it a lot 奉献 e.g. 1)He has always shown great dedication to the job. 我对工作总是很投入。 2) The boss thanked the staff for their dedication and enthusiasm. 老板感谢员工在工作中表现出的奉献精神和热情。

36. indicator < Back Passage Two n. something that shows what a situation is like 指示 • e.g. • Commodity prices can be a useful indicatorof inflation. • 商品价格可以有效地反映通货膨胀。 • 2) All the main economic indicators suggest that trade is improving. • 所有这些主要的经济指标都表明了贸易呈现上升趋势。

37. 2-Task 1 < Back Next > Home Passage Two Reading Task:Read the passage and answer the questions: 1. How does Convergys optimize the customers’ experience to support 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? __________________________________________________

38. Writing Next > Home Writing Sample 1 Sample 2 Writing Task

39. W-sample1 Writing Sample One Dear 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 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 inconvenience

40. W-sample1 Writing Sample One we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at what we do. As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customer. It’s our goal to retain you as a satisfied customer and will hope to serve you again in the future. Thank you, Joan Downton Customer Service Executive Nanjing Sunrise Software Development Company 0211-68369100

41. W-sample 2 Writing Sample Two 25 April Dear Ms Martin, Thank you for taking the time to notify us of your unsatisfactory experience with our service. We are taking every action possible to make sure that this problem is rectified and we are able to provide the best solution possible to your inconveniences. Someone from our team will be contacting you within 48 hours to let you know how we plan to resolve this issue, and hopefully regain your confidence in our company.

42. W-sample 2 Writing Sample Two Please accept our sincerest apology for any trouble this may have caused you. We highly appreciate your feedback, as it will assist us in becoming better at what we do. We hope for the opportunity to serve you again in the future, and we thank you for your continued support. Thank you, Peter Schrank Manager of Customer Satisfaction Team, Rexa Window Locks 323(256)-5106

43. W-Task < Back Writing Writing Task You are working with a BPO company. Recently you received a complaint call from one of your clients about poor service he received. Please write him a complaint response letter.

44. Mini-Project Home Mini-Project You are working with a Business Process Outsourcing (BPO) Services Company. Now there is another company finding your company as one of the potential partners to manage their customer service. You have to make a presentation to demonstrate how your company excels in providing customer service. Your presentation is supposed to be focused on how to increase customer satisfaction levels.

45. Tips Next > Home Tips for Outsourcing Professionals Skill Sets for Customer Centric Jobs Customer centric jobs call for certain unique skill sets and those who possess them are usually spoilt for choices. So if you are looking to make a career in the service industry, here are some key customer service skill sets that you need to brush up on.

46. Tips < Back Next > Home Tips for Outsourcing Professionals • Communication skills: Good communication is the lifeblood of the service industry and it's important that your communication style reflects professionalism. This means your language should be devoid of grammatical errors and you should be able to demonstrate a satisfactory use of word choice so that your customer maintains confidence in your skill sets. Follow the T.I.S rule (Think it, Ink it, Sink it). When you come across a new word, make a note of it in your personal diary and read it out loud at least twice. • You need to speak in an upbeat and positive tone. This enables you to connect with your customers and colleagues and also build long lasting relationships. A lot of negative emotions

47. Tips < Back Next > Home Tips for Outsourcing Professionals • like anger, sarcasm, impatience, etc also get communicated through your tone so it's important to watch out for it. Your tone should reflect empathy and concern for your customer. • 2. Listening skills: Good listening skills will help you understand the main ideas of the person you are communicating with. It also enables you to understand the specifics of a particular situation that you could be dealing with. Good listening skills will also ensure that you provide appropriate answers to customers' questions and understand the emotional clues that she may drop.

48. Tips < Back Home Tips for Outsourcing Professionals 3. Problem solving skills: You should be committed and have a sincere desire to solve the customers' problems. Your ability to ask the right kind of questions will be a key factor in providing an effective solution. You also need to prioritise your time and understand a customer's needs and wants. 4. Flexibility: You need to adapt to a customer’s unique needs and changing circumstances. You should be open to change and be willing to take the customer's feedback and act on it. Being flexible also helps you identify new business opportunities and make more sales for your organization.

49. Tips < Back Home Tips for Outsourcing Professionals 5. Initiative and proactiveness: You need to be proactive and anticipate customers' problems. You should be able to apologise and correct a mistake rather than hiding behind company policies. Walking the extra mile for the customer will cement the relationship and would lead to repeat business. 6. Professionalism: You need to be professional, friendly, and courteous. Being direct and expressive helps you build a strong relationship with the customer. Conveying respect for customer, team members, company, and competitors is also important as this demonstrates confidence in self and the organisation. A professional attitude will leave the customer with a positive feeling.

50. Tips < Back Home Tips for Outsourcing Professionals 7. Task orientation: As a customer service professional, it's important to strike a balance between the job at hand and relationship & rapport building activities. While you need to engage in building a positive relationship with the customer, you must keep issue resolution and meeting targets as the top priority. You are ineffective if you keep sweet talking with customers without asking the customer for the order (closing the sale).