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Unit 7 Customer Services
OUTLINE
Listening
Watching
Speaking
Supplementary Material
1
2
1
2
1
2
Further Listening ,
Further Watching 1
Fun Time
Further Watching 2 ,
Further Watching 3 ,
Teaching Plan
In Class
Period 1: Listening 1 → Watching 1
Period 2: Speaking 1 → Listening 2
Period 3: Watching 2 (Task 1) →Project
Period 4: Watching 2 (Task 2) →Speaking 2
After Class
Unit File + Supplementary Listening
Learning Focus
To build up the vocabulary about providing customer service
To get a general idea of the basic components in serving customers
To be aware of taking good care of valued clients
To be able to make and answer inquires
To learn how to make opinion surveys on products or services
To be competent to handle complaints efficiently
Knowledge:
Skills：
Listening 1-Task 1
1. Warming-up
Practice making and answering inquiries. The first one has been given to you as an example.
Make Inquiries
1. Would you please tell me how to open a bank account?
’m wondering if I followed the right procedure for unlocking the safe.
3. Excuse me, could you please show me the right way to our school library?
4. I’m not sure which color to choose, could you please give me any suggestions?
Listening 1-Task 1
Practice making and answering inquiries. The first one has been given to you as an example.
Answer Inquiries
1. Certainly. Please show me your ID card first, and then fill out this form.
2. I’m afraid you have to input the password first, sir.
3. With pleasure. Just walk along the pathway and make a right turn at the second crossing.
4. I’d love to. As you have fair complexion, I think this bright pink will look terrific on you.
1. Warming-up
Our
supervision 
hotline  is
2766492.
本局的监督
电话是
2766492。
Listening 1-Task 1
Hotline
n. 热线
Loosen v.
放松；使松驰
Thoroughly
ad. 彻底地
Apply v.
涂擦；使用
He says that
Tom is a 
thoroughly
good fellow.
他说汤姆是
个地道的好
人。
Apply as
much force
as is
necessary.
需要多大力，
就施多大力。
My belt is too
tight; I must
loosen it.
我的腰带太紧，
我必须放松它。
New Words & Expressions
Massage v.
按摩；揉捏
Moisturize
v. 使湿润
A massage
may relieve
your back
pain.
按摩也许
会减轻你
的背痛。
Moisturize
the air
增长空气
湿度
Listening 1-Task 1
2. Extensive Listening
Rose is answering an inquiry from a customer. Listen to the conversation and tick (√) the correct answer to each question.
1. Why does the customer call Rose?
☐ A. Because he doesn’t know how to shave.
☐ B. Because he is not satisfied with TAF shaving foam.
☐ C. Because he is not sure about the procedure for using TAF shaving foam.
2. Is the customer happy with Rose’s service? Why?
☐ A. Yes, he is, because Rose offers to give him some free samples.
☐ B. Yes, he is, because Rose gives him a detailed explanation.
☐ C. No, he isn’t, because Rose is rude when answering his questions.
Script
Listening 1-Task 1
3. Intensive Listening
Listen to the conversation again and complete the procedure for using TAF shaving foam.
Clean the 1 with 2 .
Wait 3 minutes until the skin gets thoroughly 4 .
Apply TAF shaving foam.
5 to make sure the hair gets moisturized.
face
warm water
two or three
wet
massage the face a little
Script
Listening 1-Task 1
4. Language Summary
Compare the different meaning of the italicized words in each of the sentences.
1. Please wait two or three minutes until your skin gets thoroughly wet.
2. He got the shampoo he ordered last week.
3. The customer got itching blotches over his face.
4. James got a bad cold. Has he got better?
becomes
received
had
had become