Talk to Your Customers (1/2)
David McQuillen’s “experience immersion” is forcing Credit Suisse to think differently about its clients

(05'36''---06'50'')Mothers in the small Swiss village of Bulach may have been wary of the man staring at them       1      an ATM, grocery bag in one hand, fractious child in the other. But the man just wanted to know why they didn’t simply put the bag down.

The answer: The bags were paper, and when the ground is wet---it rains a lot in Switzerland---       2     . Now, thanks to that man, Stephan Kiibler, those moms can keep their groceries dry by resting them on an inch-high grille.

Kiibler spends each working day spying on Credit Suisse customers. He’s part of a small team lead by customer-experience renegade David McQuillen, a 36-year-old American        3     at the blue-chip Swiss bank to get out of their Zuich offices and meet some customers.


(17'00''---18'20'')Thinking like a client
“You need,” MaQuillen says, “to go out and talk to customers to find out what they want.” The “experience immersion” is his way of forcing busy executives to do just that. The two-hour exercise begins with a visit to three local bank branches. At the first branch, McQuillen teaches execs how to watch customers; at the second, they complete a typical customer task, such as exchanging foreign currency; and at the third branch, they’re given a few questions to ask actual customers---by far the most intimidating task.

Back in MaQuillen’s office, the executives visit the bank’s website and attempt to check the interest rate for a mortgage or find out which bank cards can be used abroad. And they try to fill out credit-card application forms.
Each session, says MaQuillen, yields results. Two of the branches visited during immersions are now being redesigned at the request of participating execs. Another manager, who was forced to cool his heels in a long line, kicked off a project to reduce waiting time.




Vocabulary Focus
immersion (n)---- the state of being completely involved in something
grille (n)--- a frame of metal bars used to cover something, such as a window or a machine
renegade (n)--- one who has broken with established rules and customs
blue-chip (adj)--- relating to a company or investment that can be trusted and is not likely to fail
cool one’s heels (idiom)--- to wait or be kept waiting, often until one becomes calmer




练习:
听写: 根据音频填上所缺的内容。 (今天是词组和句子哦~)
翻译:文章第2部分中斜体的句子。（Two of the branches visited during immersions are now being redesigned at the request of participating execs.）
 讨论: (任选一个)
a)话题讨论: What advantages do you think  "experience immersion" has?
b)自由讨论:主题是"今天的收获":可以是课文中的单词, 词组或重点句子---总之,形式不限,重在内容)