会计学ApproachingWorkplaceWorkinpairs.Lookatthefollowingpicturesandtellwhattheyareabout.ApproachingWorkplaceApproachingWorkplaceApproachingWorkplace3.Haveyouevertakenpartinanycustomersatisfactionsurvey?Whatisit?4.Doyouthinkgoodcustomerservicecanhelpcompanies5.Whatservicedoyouthinkcanbeconsideredgoodcustomerservice?WorkplaceCommunicationYouwillhearfivestatements.Listentothemcarefullyandmatcheachstatementwiththecorrespondingpicture.Listentothestatementsagainanddecidewhetherthesesentencesare“Right”or“Wrong”.Ifthereisnotenoughinformationtochoose“Right”or“Wrong”,choose“Notmentioned”.3.Maryisalwaysshywhenshetalkswiththecustomerinhershop.a.Right.b.Wrong.c.Notmentioned.4.LucywinstheBestServicePrizeforhergoodservicetothecustomers.a.Right.b.Wrong.c.Notmentioned.5.MikehastakensomeEnglishcoursebeforeheworksinthecompany.a.Right.b.Wrong.c.Notmentioned.UsetheRightWordUsetheRightWord1.Manycompaniesusecustomerfeedbacktoimprovetheirservice.2.Davidissoangrywiththecustomerservicethathecannothelpshoutingatthephone.3.Maryalwayssmileswhileshetalkswiththecustomerinhershop.4.LucywinstheBestServicePrizeforhergoodservicetothecustomers.5.MikehastakensometrainingoncustomerservicebeforeheworksintheCustomersDepartment.ModelDialogueListentothemodeldialogueagainandcheckyouranswers.Thenpracticethedialogueandtrytorole-playitwithyourpartner.Whenyourole-playit,youareexpectedtousetheMindMapbelow,butdoNOTlookatthemodeldialogue.BackAnna:Peter,whydoweneedthecustomersatisfactioncard?Peter:Youknow,itcanhelpustomeetcustomers’needsandimprovecustomerservice.Anna:Isee.So,whomarewegoingtosendthesecardsto?Peter:Ithink,tothecustomerswhohavemadecomplaintsandthosewhohavereceivedourservice.Anna:That’sright.Andwhatmainitemsshallweputinthecard?Peter:Well,weneedtoputtheitemssuchasdeliveryservice,maintenanceserviceandthewaywehandlethecomplaints.Anna:Great!Thenhowcanweapplythecards?Peter:Wecanaskcustomerstofillintheformsafterserviceoronthewebsite,oranswerquestionnairebytelephone.Anna: