Paras. 7~10
Main Idea
A growing number of customer rage incidents occur, creating serious problems for service organizations.
Service organizations are most vulnerable to customer rage incidents due to its “real-time” character and uncontrollable customer behaviors.
商务英语综合教程 第三册
Unit Five
Customer Management
Why do customers complain? Is that true that customer complaints are always a hassle to the organization? Why or why not?
Learning Objective
• To understand the importance of dealing with customer complaints properly;
• To know the effective techniques of defusing hostile customers;
• 2. Unfriendly interactions can escalate to rage if the customer or the employee hits the other’s hot button with an inappropriate comment, wrong gesture, or other insult.
Service organizations are often to blame for some customer rage incidents, so it is important for management to take a systematic approach to preempt, defuse and remedy the situation before, when and after the incidents occur.
System 迪斯尼的虚拟排队系统
• incense • crumble • enrage • adjacent
• constrain • scrutiny • prompt • preempt
Structural Analysis
Parts Part I
Part II
Paras. Paras. 1~6
• 5. 面对说话尖刻的顾客员工必须低声 回答使其也能降低声调，因为顾客大 动肝火的时候许多员工和其他顾客也 在场。
• 3. A casual observer of our society might conclude that we become more aggressive, more abusive, and less tolerant of frustration over time.
• 4. 在某些极端的案例中，顾客愤怒事 件最终发展为对员工进行人身攻击甚 至是谋杀的极端情况。
Learning Points Lead-in
Text A Text B
Unit Five
Exercise & Quiz
• Read the conversation between the customer and the employee.
• What do you think of the behavior of the customer?
• Do you like the wቤተ መጻሕፍቲ ባይዱy the employee responds to the customer? Why or why not?
• Express Lane 快速通道
• Customer Segmentation客户细分 • Profiling剖析人物特征以判断其行为方式 • Disney’s Fastpass Virtual Queue
Part III Paras. 11~12
Part IV Paras. 13~18
The task of identifying likely hostile customers is difficult because of the potential risks of causing discrimination.
• To explore the pros and cons of customer divestment;
• To know how to forestall and cope with air rage;
• To acquire theme-related words and expressions and apply them in real situations.
Translation Exercise
• 1. In addition, service quality provided by such organizations is variable due to the “real time” character of service delivery and the many uncontrollable elements that combine to create customers’ service experience.
• As a customer, have you ever lost temper and shouted at service staff or have you ever seen other enraged customers or got involved in customer rage incident? What happened then?