作者：唐能越
出版社：暨南大学出版社
格式: AZW3, DOCX, EPUB, MOBI, PDF, TXT
中等职业教育涉外呼叫服务系列教材·呼叫实务英语(随书附送光盘一张)试读：
前言
本教材的编写注重学生需求、社会需求与课程目标相结合，内容侧重于学生涉外呼叫英语语言能力与综合素质培养的结合。全书共八个单元，主要以旅游服务、物业管理、市场调查、保险、金融等行业的涉外呼叫服务典型工作任务为背景，着重训练学生的英语语言技能与专业技能。本书的主要特色是将课堂学习、实践操作与自主学习结合起来，构建科学的、职业特色鲜明的、理论与实践一体化的涉外呼叫服务英语实训教材。
本教材在多位专家的悉心指导下完成，其中第一、五、六、八单元由符敏明老师负责编写，第二、三、四、七单元由蔡敏贤老师负责编写。编者2013年6月UNIT 1WHAT KIND OF HOTEL AND ROOM WOULD YOU LIKE TO RESERVE?Part 1 Listening
Situation 1: Here is a conversation between a caller and a customer representative about reserving a room．
Task: Listen carefully and decide whether the following statements are true（T）or false（F）．
Situation 2: An agent is handling a room booking business with a customer on the phone．
Task: Listen carefully and choose the correct answers to the following questions．
1. The name of the hotel is（ ）．
A. Romantic Hotel
B. Rose Hotel
C. River Hotel
D. Royal Hotel
2. The room rate is（ ）per night．
A. RMB300
B. RMB400
C. RMB500
D. RMB600
3. The number of the nights the customer will stay is（ ）．
A. 2
B. 3
C. 4
D. 5
4. The check-in time is（ ）．
A. after 12:30 p. m.
B. after 1:00 p. m.
C. after 1:30 p. m.
D. after 2:00 p. m.
5. They will leave the hotel on（ ）．
A. May 2nd
B. May 3rd
C. May 4th
D. May 5thPart 2 Reporting1. Oral reporting
Sample: Reserving a Room by Phone
Situation: Calvin Smith is calling to inquire about how to make a reservation of a room. Fish Johnson, a customer service agent is answering the call．
Task: Learn the sample call, role-play the situation in pairs and act out before the class．（F: Fish C: Calvin）
F: E-trip Room reservation online, what may I assist you?
C: Yes. I urgently need a room for three days, from tomorrow night, and do you have any vacancies?
F: Yes, we have. What kind of hotel and room would you like?
C: I' d like a suite with an ocean view, please．
F: No problem, sir. How about Royal Hotel near the ocean?
C: What is the price of the suite?
A: It is ¥ 480 Yuan per night．
C: It is a little high. I' m told that you are offering a discount now．
F: Yes, but the offer ended yesterday. I' m sorry．
C: Oh, I see. Then do you have anything less expensive?
F: No, sir. So far it is the least expensive suite for tomorrow night, 23rd June．
C: OK, I will take it. By the way, does the price include breakfast?
F: Yes, it does. Now could I have your name, please?
C: My name is Calvin Smith．
F: Would you kindly spell it for me?
C: That is C-a-l-v-i-n S-m-i-t-h．
F: And your telephone number, please?
C: It' s 13627311345．
F:13627311345, thank you, I got it. And how long do you expect to stay?
C: About three days．
F: OK. What time are you expecting to arrive? The earliest check-in time is after 1:00 p. m．
C: We shall arrive at about 6 p. m．
F: OK, we will keep the room from 6 p. m. to 8 p. m．
C: Thank you．
F: Let me double check your reservation. Mr. Calvin Smith booked a suite at Royal Hotel on 23rd June at ¥ 480 Yuan per night including breakfast for three days. If you have any change, please contact us anytime．
C: That' s right. Thank you!
F: Thank you for your calling. Hope you have a nice day．
C: Thank you! Goodbye!
F: Goodbye!
Task 1: Role-play the following situations in pairs. Swap roles for the second situation．
Situation 1: A client is calling to book a room for her honeymoon. An agent is making some suggestions for her and helping her to reserve the room．Role card 1A CallerYou are having a lovely and romantic honeymoon. You are calling E-trip Reservation Online to book a room at Rosedale Hotel with a garden view．Role card 1B AgentThe rooms with a garden view are all occupied at the moment. You suggest that the client have a room with a river view for the honeymoon. Explain why and let the client feel satisfied and that you are really helpful．
Situation 2:
An angry caller is calling the telephone agent about a problem with his reservation. The caller does not understand why the room is different from the one he reserved. The caller demands to speak to a supervisor. Escalation policy requires agents to try every possible way of helping the customer before escalation to a supervisor. The agent must decide if this call is to be escalated or not. The supervisor will not take the call unless you complete the form below．Role card 2A CallerYou are an extremely busy manager assistant of a large corporation. You are angry that the telephone agent told you they couldn' t offer the room type you booked a few days ago. They would offer another one．You refuse to speak to anyone but a supervisor．If you are unable to speak to a supervisor, you will get more irate．Demand that this issue be dealt with at once．Role card 2B AgentA very angry customer refuses your suggestion of offering another room which is different from the one he booked a few days ago. He insists on transferring the call to a supervisor．Explain why the situation changed and express apology．Please bear in that mind that the supervisor will not take the call unless you have these details．
Task 2: Describe the pictures．
Situation: The pictures show the situation of a telephone agent talking to a man, who wants to book a room for his business trip. Try to describe the pictures logically．
Tips of description: showing intention．
The pictures express …
It is obvious that …
I think / believe / am sure that …
It seems / appears to me that …
The problem illustrated here is …
… is typical of …2. Written reportingSkill: Manage the Customer Call
Every customer call is an opportunity to manage the con-versation successfully and satisfy the customer. Here are some strategies for discussion．（1）Be prepared;（2）Be a friend of the caller' s;（3）Have a good attitude;（4）Keep silent all along;（5）Write down every word the caller said;（6）Manage the length of the customer call;（7）Balance the customer' s interest with that of your or-ganization;（8）Response to the caller emotionally;（9）A generous amount of common courtesy;（10）Be a good listener;（11）Accept the compensation without hesitation;（12）Have excellent product and service knowledge;（13）Close the call by saying“I will go to your house to discuss it with you”．
Task 1: Work in pairs, discuss if the telephone agent wants to manage the customer call successfully, he/she needs（reference to the above）（1）__________________（2）__________________（3）__________________（4）__________________（5）__________________（6）__________________（7）__________________
Task 2: Read the strategy of identifying customer' s needs, circle the possible answers．Strategy: Identifying Customer' s Needs Quickly
This exercise helps you manage the length of the customer call. By focusing on the customer' s need quickly, you can decrease the call duration．
Customer 1: “This is the third time I' ve called in the last few weeks. Last time I talked to the sales manager. He said he would get my bill corrected and phone. Now,there' s no contact with me on the bill. It' s wrong on items 7 and 8. The food we ordered was totally not the ones on your catalog. If it' s still going on I would report it to a higher rank organization. That' s something you guys should fix…I seriously demand the matter be dealt with as soon as possible. ”
How well did you listen to the customer? （Circle possible answers）
A. Wants to discuss the billing．
B. Wants to talk to the sales manager．
C. Wants to change food items 7 and 8．
D. Wants to discuss the compensation．Part 3 Typing Training
Situation: A telephone agent, who works at customer center of the restaurant, is answering a caller' s question． Task: Listen carefully and try to type down the correct information．Part 4 Supplementary StudyUseful terms
1. accept 接受
2. accounting desk 账务处
3. administration 管理、经营
4. bank draft 汇票
5. bill 账单
6. cancel 取消
7. cash 兑换
8. cashier' s desk 兑换处
9. change money 兑钱
10. charge 收费
11. check, cheque 支票
12. check-out time 退房时间
13.coin 硬币
14. fill 填写
15. fill in the form 填表
16. form 表格
17. information desk 问询处
18. interest 利益、利息
19. keep 保留、保存
20. luggage label 行李标签
21. luggage office 行李房
22. management 经营、管理
23. market price 市价
24. overbooking 超额订房
25. pay 付款
26. …percent 百分之……
27. …per thousand 千分之……
28. postpone 延期
29. price list 价目表
30. procedure 手续、程序
31. procedure fee 手续费
32. reasonable 合理的
33. reception desk 接待处
34. reservation 预订
35. reservation desk 预订处
36. sign 签字
37. spare 多余的
38. tip 小费
39. traveler' s cheque 旅行支票
40. voucher 证件UNIT 2WHAT KIND OF FLIGHT DO YOU PREFER?Part 1 Listening
Situation 1: Peter, a member of a tour group is calling the customer service center of Guangdong China Travel Service to complain about something unhappy he experienced during the trip．
Task: Listen carefully and decide whether the following statements are true（T）or false（F）．
Situation 2: Joan Chen is making a call to the customer service center of ticketing office of CIAC. She is booking two tickets for Mr. John Clinton & Mrs. Hilary Clinton．
Task: Listen carefully and choose the correct answers to the following questions．
1. Joan is booking tickets to（ ）．
A. New York
B. Tokyo
C. Los Angeles
D. Seoul
2. There is no direct flight on（ ）．
A. 22nd
B. 24th
C. 23rd
D. 25th
3. The plane will leave at（ ）．
A. 13:30
B. 14:30
C. 13:40
D. 14:40
4. The two tickets are（ ）．
A. $1,250
B. $2,500
C. $2,250
D. $3,750
5. Confirm the reservation within（ ）of the take-off time．
A. 24 hours
B. 23 hours
C. 48 hours
D. 38 hoursPart 2 Reporting1. Oral reporting
Sample: A Chinese Food Tour
Situation: A group of visitors are now in Guangzhou for a Chinese food tour. Mr. Tom Brown, a member of the visitors, is calling the customer service center of Guangdong China Travel Service to inquire about Chinese food tour．
Task: Learn the sample call, role-play the situation in pairs and act out before the class．（M: Maggie Zhou T: Mr. Tom Brown）
M: Good morning, customer service center of Guangdong Travel Service. How may I help you?
T: Morning. We are from the U. S. We are here to visit Guangzhou and want to try the typical Chinese food. We' ve learned that Chinese food is very delicious before we came here, so I wonder if there is any trip suitable for us．
M: Thank you very much. Would you please tell me your name first?
T: Tom Brown. Please call me Tom．
M: Thank you, Tom. Would you please tell me how long you are going to stay here so that we can arrange a trip for you as per your needs?
T: Five days．
M: Even though it is not long, I guess you can join our five-day food tour and you can try the eight typical Chinese styles．
T: That' s great. Is there any arrangement for us to try food of our favorite style?
M: Sure. On the first four days, you' ll be arranged to try the eight typical Chinese styles. On the last day, half a day is left for you so that you can go and try your favourite style．
T: Wow, that' s very good. Would you please tell me the eight styles?
M: The most popular cooking styles are those of Sichuan, Shandong, Guangdong, Jiangsu, Zhejiang, Fujian, Hunan and Anhui．
T: What' s so special about each style?
M: Sichuan Cuisine is well-known for its hot and pungent flavouring. A Sichuan dish can be hot, sweet, sour, salty, or tongue-numbing．
T: What about Shandong Cuisine?
M: Shandong Cuisine includes many well-known seafood dishes. The dishes are usually fresh, tasty, but not greasy．
T: As we are in Guangzhou now, please tell me something about Guangdong Cuisine．
M: Guangdong Cuisine, known as Cantonese Cuisine in the West, was developed in Guangzhou, Huizhou and Chaozhou, and Hainan Island. As the climate of Guangdong is hot, these dishes are fresh, tender, and lightly seasoned．
T: What' s Jiangsu Cuisine like?
M: Developed from the local food of the four cities, Suzhou, Yangzhou, Nanjing and Zhenjiang, Jiangsu Cuisine is popular in the middle and lower reaches of the Yangtze River. It is characteristically sweet．
T: How about Fujian Cuisine?
M: Fujian Cuisine is developed from the local food of the three cities of Fujian Province: Fuzhou, Quanzhou and Xiamen. This region is very close to the sea and seafood making is, of course, the chef' s culinary art．
T: Some members of our group like hot and spicy food．
M: Hunan Cuisine must meet their needs. It is developed from the local food of the Xiangjiang Valley, Dongting Lake Area, and western mountainous Hunan Province. Its characteristics are: a great variety of ingredients, shiny and strong colors, hot and spicy tastes, smoked and pickled flavors．
T: And Anhui Cuisine?
M: Anhui Cuisine is developed from the local food at the Yangtze banks in Anhui Province, the Huai River Valley, and Huizhou region. Its characteristics are natural ingredients selected; temperature and timing of cooking closely observed; original color and flavor preserved．
T: That' s wonderful. I wish we could start our trip at once．
M: We can arrange a coach to pick you up tomorrow and take you to try different food. Would you please leave me your phone number, Tom?
T: 13809011228．
M: 13809011228, Tom. A food tour guide will contact you later today．
T: Thank you very much for telling me a lot about Chinese food!
M: My pleasure. Hope you' ll enjoy your trip here．
Task 1: Role-play the following situations in pairs. Swap roles for the second situation．Role card 1A CallerI' m calling 12580 to book a table for 10 people who would like to try typical Guangdong food during their stay in Guangzhou．Role card 1B AgentRecommend some famous restaurants that specialize in Guangdong food. The booking is made at the end of the call．Role card 2A CallerI' m calling 12580 to book a table for 24 people who would like to try typical Sichuan food. The booking is for this Saturday evening．Role card 2B AgentRecommend some famous restaurants that specialize in Sichuan food. The booking is made at the end of the call．
Task 2: Describe the picture．
Situation: The picture below shows you the countries with the most tourists．2. Written reportingSkill: Keeping Control of an Aggressive Call
Many new agents worry about angry callers. When a new agent has an angry caller, he/she may respond with silence—a very bad move! It is important to learn not to take personally what angry or frustrated callers say. Apologize and keep control of the call. To do this effectively you need the soft skills you have already learned about．
When apologizing, in order to sound sincere, it is important to get the strength and wording of your apology right for the situation. For example, if you say you are deeply sorry for mishearing a number read aloud to you, the apology is too strong for the situation. If you say Oh, sorry about that when someone has lost crucial documents because their computer crashed, the apology is too weak for the situation, and you will sound careless．Keeping control of a call: the dos and don' ts（1）Listen carefully to the caller' s complaint and understand the cause of the anger. This may involve letting your callers“vent”his/her feelings. You can use this time to gather important information about the caller（emotion, purpose of call, expectations）．（2）Acknowledge the caller' s anger by saying:I can see why that would be frustrating．
This will reassure the caller that you have listened and engaged with the reason he/she is annoyed．（3）Empathize with the caller. This will help to build solidarity with your caller because you are sharing his/her emotion．I would be upset too if that had happened to me．（4）Apologize in an appropriate way. If you or your company has made a mistake, it is very important to apologize for it．I' m sorry that happened to you．（5）Once you understand the problem and have reacted appropriately, you should take control of the situation by defining your role as a problem solver. Then focus on the purpose of the call．I' m sorry that happened to you, but I' m here to help put it right, so let' s…（6）Offer realistic solutions. Make promises that you can deliver．What I can do is handing this on to someone else who…（7）Don' t be silent. Your caller will want his/her anger to be acknowledged verbally．（8）Don' t ask the caller to calm down or stop shouting．
Task 1: Work in pairs. Look at the expressions below. Complete the sentences and find a context for each in which they would be appropriate．（1）I' m sorry______（2）I apologize______（3）I am deeply sorry______（4）Sorry about that．______（5）I do apologize______
Task 2: Work in pairs. Decide how strong the apology should be for the caller comments below on a scale of 1 to 5, with 5 being the strongest. Write your own apologies, and then compare them with your partners' ．（1）Look, I' m so sick of calling you people over and over again to get support for the same damn problem. This is the second time you' ve charged me for support, and you haven' t given me anything!__________________（2）I called earlier and was told that I' d get a call back within 10 minutes. It' s now been 15 minutes that and I haven' t heard back, so I' m calling again．__________________（3）The username and password your company issued for webpage access doesn' t work! I' ve been trying to log on all morning, and it keeps saying that they are invalid．__________________（4）Could it be any slower? ! First I waited for 15 minutes, only to be transferred to another department, and waited 15 minutes more. You' ve kept me on hold for another 10, doing I don' t know what…and I' m paying you for this! I have a meeting in 25 minutes, and I want this issue resolved by then．__________________（5）I' ve been trying to sort out my accounts since my husband died a year ago, but they seem to be in a terrible mess, and I haven' t gotten anyone to give me a straight answer yet．__________________Part 3 Typing Training
Situation: Jack is looking for a guide, so he calls the customer service center of Guangdong China Travel Service. Lanny picks up the receiver and answers the telephone．
Task: Listen carefully and try to type down the correct information．Part 4 Supplementary StudyUseful terms
1. ancient architectural complex 古建筑群
2. group travel 随团旅游
3. human landscape/scenery 人文景观
4. inbound tourism/travel 国内游
5. independent/do-it-yourself travel 自助游
6. local guide 地陪、当地导游
7. luxury tour/travel 豪华游
8. national guide 全陪
9. natural splendor/attraction 自然景观
10. nature protection area 自然保护区
11. normal tour/travel 标准游
12. outbound tourism/travel 出境游
13. summer resort 避暑胜地
14. Terra-Cotta Warriors and Horses/Terra-Cotta Army（in Xi' an） 兵马俑
15. the Former Site of Huangpu Military Academy（in Guangzhou） 黄埔军校旧址
16. the Huaqing Pond/Huaqing Hot Spring（in Xi' an）华清池
17. the Imperial Palace/the Forbidden City（in Beijing）故宫/紫禁城
18. Pearl River Night Cruise（in Guangzhou）珠江夜游
19. the Temple of Heaven（in Beijing） 天坛
20. tour guide 导游UNIT 3HOW OFTEN DO YOU GO TO THE BEAUTY CENTER?Part 1 Listening
Situation 1: Amy Lee is a call center agent working for ABC Beauty Shop at the moment. She is calling and telling you some information about the latest promotion service．
Task: Listen carefully and decide whether the following statements are true（T）or false（F）．
Situation 2: Mrs. Mary Taylor is calling the customer service center of Fitness Club and Alice Brown, the agent is answering the
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