Professional Documents
Culture Documents
Booklet Course 10 Chapter 3
Booklet Course 10 Chapter 3
Contents
Section A
Section B
Section C
Section D
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COURSE 10
Chapter 3, Section A
Goal:
Propose a way out.
Page 3
COURSE 10
Chapter 3, Section A
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COURSE 10
Chapter 3, Section A
Answer.
Useful language or
something.
for you.
5. I won’t keep you any longer. I won’t take too much of your time.
6. No sweat. No problem.
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COURSE 10
Chapter 3, Section A
Use the causative to express the idea that one person persuades o
“causes” another person to do something.
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COURSE 10
Chapter 3, Section A
You can also use make to indicate obligation and let to indicate
permission.
1. I’m sure you can ________ the chef________ international food. (cook)
2. Why don’t you _____ your husband _______ the house? (clean)
5. Martha always ______ her children______ the dishes after lunch. (wash)
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COURSE 10
Chapter 3, Section A
Now, rewrite each of the sentences above, using the causative have.
1._____________________________________________________________________________
2_____________________________________________________________________________
3._____________________________________________________________________________
4._____________________________________________________________________________
5._____________________________________________________________________________
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COURSE 10
Chapter 3, Section A
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COURSE 10
Chapter 3, Section B
Goal:
Request a service a.s.a.p.
The passive causative focuses on the object rather than the subject of
the sentence.
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COURSE 10
Chapter 3, Section B
_________________________________________________________?
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COURSE 10
Chapter 3, Section B
2. He had / his hair / shorten
_________________________________________________________.
3. She has / her breakfast /serve / before 7 pm
_________________________________________________________.
4. I’ll / have / this dress / dry-clean
______________________________________________.
5. We / need / to have / these reports / send / a.s.a.p
______________________________________________.
Vocabulary. Services
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COURSE 10
Chapter 3, Section B
Practice. Look at the pictures above and write sentences about having things done.
Use passive causative.
1.______________________________________________________
2.______________________________________________________
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COURSE 10
Chapter 3, Section B
3.______________________________________________________
4.______________________________________________________
5.______________________________________________________
6.______________________________________________________
7.______________________________________________________
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COURSE 10
Chapter 3, Section B
B :Well, I’ll see what I can do. But it won’t be ready until after 4:30.
A: I really appreciate it. Thanks!
B: Well, I’ll see what I can do. But it won’t be ready until
________________.
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COURSE 10
Chapter 3, Section B
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COURSE 10
Chapter 3, Section C
Goal:
Describe how good a service is.
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COURSE 10
Chapter 3, Section C
3. Send thank-you notes. Make sure they are handwritten and sent
promptly. Peter Drucker attributed much of his success to the
fact that he sent out 12 thank-you cards every day.
4. Return phone calls promptly. Since so many people don’t return
calls, you automatically gain an advantage when you do.
5. Do what you say you are going to do.
6. Do not procrastinate! Do things when you say you’re going to do
them.
7. Under-promise and over-deliver.
8. Be accessible. Show customers that you are available and willing
to help them whenever there is a problem. Your business should
be open to meet the convenience needs of your customers. Also
provide reasonable price.
9. Be reliable. If you don’t establish trust right away, potential
customers may jump to your competitors.
10. Appearance counts. Perception is reality, and the reality is that
people do judge a book by its cover.
11. Be professional. Remember the best customers are your current
ones. Don’t take them for granted. Keep on top of their wants and
needs. Do an excellent job!
12. Maintain an excellent workmanship. The good quality of a product
is important for customers.
13. Make it as easy as possible for your customers to do business
with you. Do things for the customer’s convenience, not yours.
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COURSE 10
Chapter 3, Section C
The easier you can make it for your customer to do business
with you, the more business you will have. Determine all the ways
you can eliminate the “hassle factor.”
14. Hire mystery shoppers to find out how good your customer service
really is.
15. Try to be helpful. No matter what your customer needs, try to find
it for him, even if it has nothing to do with your business.
Conclusion
Superlative customer service involves more than just training people
to smile. It’s about treating people the way they wanted to be treated—
giving clients what they want, when they want it and how they want it.
It really comes down to the fact that good communication and human
relations skills equals good customer relations.
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COURSE 10
Chapter 3, Section C
1. Make sure you get things done on time. _______________. Don’t waste
2. Never worry about their doing anything less than an excellent job.
They’re extremely_____.
4. Always ___________. If you can’t do the job, try to find or give another
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COURSE 10
Chapter 3, Section C
Pronunciation. Emphatic stress to express enthusiasm.
Practice. Describe a good service. Complete the chart with your own customer
experience.
repairs
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COURSE 10
Chapter 3, Section C
haircuts
copying
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COURSE 10
Chapter 3, Section D
Goal:
Prepare an activity.
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COURSE 10
Chapter 3, Section D
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COURSE 10
Chapter 3, Section C
Also:
hire a caterer
hire a DJ
make a budget Practice. . If you were planning an event,
send out invitatio which of the activities in the vocabulary would
you do?
Event:________________________________
Some ideas:
a special meeting
a talk or a speech
an “English practice”
day
Practice. . Plan an event for your class.
Complete the chart.
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COURSE 10
Chapter 3, Section C
TYPE OF EVENT:
LOCATION:
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