初級U4課件講解

Unit4

ReplytotechnicalenquiriesLearningobjectivesAfterlearningthisunit,youwillbeableto:notedownspecificinformationabouttechnicalenquiries,includingcustomerinformationandtechnicaldetails;listtwotothreekeypointsyouneedtoconsiderwhenreplyingtotechnicalenquiries;replytocustomers’technicalenquiries.職場實(shí)用英語交際教程（初級）——Unit4UnitOutlineScenarioSet

thetaskPrepareforthetaskDevelopthestrategiesFulfilthetaskToextend職場實(shí)用英語交際教程（初級）——Unit4ScenarioCoreDigiCompanyspecialisesinelectronicproducts.NickBrown,anewtechnicianinthecompany,isresponsibleforrespondingtocustomers’technicalenquiries.Oneday,hereceivesacallfromWangYue,acustomercareadviser.WangYuepassestwocustomers’enquiriesontoNickandaskshimtoreplytotheirquestions.職場實(shí)用英語交際教程（初級）——Unit4Whatcommonproblemsmightcustomershave?slowspeed;shortbatterylife…Couldyousuggestsomesolutionsfortheseproblems?Ifso,what?updatethesystem;don’tusethedigitaldeviceswhentheyarecharged…職場實(shí)用英語交際教程（初級）——Unit4Discussion:Workinpairsanddiscussthefollowingquestion.ImagineyouareNick.Whatpreparationswillyoumakebeforereplyingtocustomers’technicalenquiries?ScenarioWhatinformationdoweneedtogetfromcustomers?customers’personalinformation;detailsabouttheproducts…Howdowecommunicatewithcustomerspolitelyandappropriately?listentotheircomplaintpatiently;respondquickly…職場實(shí)用英語交際教程（初級）——Unit4Discussion:Workinpairsanddiscussthefollowingquestion.ImagineyouareNick.Whatpreparationswillyoumakebeforereplyingtocustomers’technicalenquiries?ScenarioVocabulary

1.

NickBrown,anewtechnicianinthecompany,isresponsibleforrespondingtocustomers’technicalenquiries.enquiry/?n?kwa??ri/n.詢問e.g.Thankyouforyourenquiryforourproducts.感謝您對我們的產(chǎn)品進(jìn)行咨詢。2.

Oneday,hereceivesacallfromWangYue,acustomercareadviser.adviser/?d?va?z?/n.顧問e.g.Iworkedasalegaladviserforthiscompanylastyear.我去年是這家公司的法律顧問。職場實(shí)用英語交際教程（初級）——Unit4ScenarioVocabulary

3.

WangYuepassestwocustomers’enquiriesontoNickandaskshimtoreplytotheirquestions.passsthontosb

把某物傳給某人e.g.Couldyoupleasepassthebookontome?您可以把那本書遞給我嗎？職場實(shí)用英語交際教程（初級）——Unit4ScenarioLanguagetip

answer,reply和respond均有“回答，回應(yīng)”之意，但具體含義有所區(qū)別：⊙a(bǔ)nswer多用于日常交際，意為回答、答復(fù)他人的詢問；⊙reply側(cè)重指經(jīng)過考慮的較正式答復(fù)；⊙respond較為正式，指以口頭或書面形式作答，還可用于對所說的或所做的作出反應(yīng)。職場實(shí)用英語交際教程（初級）——Unit4ScenarioSet

thetaskWangYue

iscallingNicktotalkabouttwotechnicalenquiriesfromtwocustomers.Listentotheirconversationandgetaclearideaofthecustomers’enquiries.職場實(shí)用英語交際教程（初級）——Unit4職場實(shí)用英語交際教程（初級）——Unit4ScriptsWangYue:Hi,isthatNick?ThisisWangYuefromCustomerCareCentre.Nick:Yes,what’sthematter?WangYue:I’vejustreceivedtwocallsfromourcustomers.They’rehavingsometechnicalproblemswiththeirsmartphones,butI’mnotsurehowtodealwiththeirproblems.Couldyoupleasecallthembacktoday?Nick:Noproblem.What’swrongwiththeirphones?WangYue:Oneuser,MrBrown,saidthebatteryofhisphoneisdrainingveryquicklyandhasashortstandbytime.Nick:What’shisphonemodelnumber?Set

thetask職場實(shí)用英語交際教程（初級）——Unit4ScriptsWangYue:It’sModelII.Heboughtitoneyearago.Nick:Isee.Howabouttheotheruser?WangYue:Theotheruser,MsWhite,saidherphoneisrunningveryslowlywhenusinganapporviewingwebsites.Thishasbeengoingonforamonth,regardlessofwheresheisorwhatappsshe’susing.SheusesModelIV.Nick:Gotit.HowcanIcontactthem?WangYue:I’llsendtheirphonenumbersandquestionstoyoubyemail.Great!Thankyousomuch!Nick:OK.I’llcallthemlater.WangYue:Great!Thankyousomuch!Set

thetaskUnderstandthetextListentotheconversationandchoosethebestanswertothefollowingquestion.WhatdoesWangYuewantNicktodo?Explainthetechnicalissuestoher.Helphertorepairthecustomers’phones.Makeanappointmentwiththecustomers.D.Replytothecustomers’enquiries.職場實(shí)用英語交際教程（初級）——Unit4?Set

thetaskUnderstandthetextListenagainandfillintheblanks.WangYuereceivedtwocallsfromcustomerswhoarehavingproblemswiththeir______________.The____________ofMrBrown’sphoneisdrainingquicklyandhasashort______________.ThemodelnumberofMrBrown’sphoneis______________.MsWhitesaidherphoneis_________whenusinganapporviewing____________.職場實(shí)用英語交際教程（初級）——Unit4smartphonesbatterystandbytimeModelIIslowwebsitesSet

thetaskVocabulary1.They’rehavingsometechnicalproblemswiththeirsmartphones,butI’mnotsurehowtodealwiththeirproblems.dealwith處理e.g.Hehassomeunfinishedbusinesstodealwith.

他還要處理一些尚未了結(jié)的事務(wù)。職場實(shí)用英語交際教程（初級）——Unit4Set

thetaskVocabulary2.MrBrown,saidthebatteryofhisphoneisdrainingveryquicklyandhasashortstandbytime.battery/'b?t?ri/n.電池e.g.Beforeuse,thebatterymustbecharged.使用前電池必須充電。drain/dre?n/v.耗盡；流干e.g.PreparingfortheCollegeEntranceExaminationforawholeyearcan

drainmanystudentsoftheirenergy.備戰(zhàn)高考一年會讓許多學(xué)生覺得精疲力盡。職場實(shí)用英語交際教程（初級）——Unit4Set

thetaskVocabulary

3.MrBrown,saidthebatteryofhisphoneisdrainingveryquicklyandhasashortstandby

time.standby/'st?ndba?/n.待機(jī)e.g.Whenacomputerisinstandbymode,somedevicesareturnedoffandthecomputeruseslesspower.當(dāng)系統(tǒng)處于待機(jī)模式時，一些設(shè)備將被關(guān)閉，計(jì)算機(jī)可消耗更少的功率。職場實(shí)用英語交際教程（初級）——Unit4Set

thetaskVocabulary4.

Thishasbeengoingonforamonth,

regardlessofwheresheisorwhatappsshe’susing.regardlessof

不管e.g.Shealwaystravelsfirst-classregardlessofexpense.無論費(fèi)用多高，她總是乘頭等艙。

職場實(shí)用英語交際教程（初級）——Unit4Set

thetaskLanguageinfocusCompletethesentenceswiththecorrectformofthewordsorphraseinthebox.Beforeuse,the____________

mustbecharged.

Thewastewater_________________

awaythroughthispipe.Toreplytothese____________

,shecheckedseveralimportantthingsfirst.Ournewsmartphoneoffers70hours’_______________and3hours’talktime.enquirydealwithbatteryadviserstandbytimeregardlessofdrain職場實(shí)用英語交際教程（初級）——Unit4batterydrains/drainedenquiriesstandbytimeSet

thetaskLanguageinfocusCompletethesentenceswiththecorrectformofthewordsorphraseinthebox.Ourclubisopentoeveryone,______________age,genderoreducationalbackground.Hehassomeunfinishedbusinessto____________.Ifyoudon’tknowwheretogoonvacation,youcangotoatravel_____________forsuggestions.職場實(shí)用英語交際教程（初級）——Unit4adviserregardlessofSet

thetaskenquirydealwithbatteryadviserstandbytimeregardlessofdraindealwith直接引語（directspeech）與間接引語（indirectspeech）在引用別人的原話時，被引用的句子稱為直接引語，引語前后要加引號；當(dāng)用自己的話轉(zhuǎn)述別人的話語或思想時，被轉(zhuǎn)述的部分稱為間接引語。常見的引語動詞有explain,insist,reply,say,suggest,think等，間接引語往往是引語動詞的賓語，相當(dāng)于賓語從句。Tomrepliedthathewasgoingbyplane.Hesaid(that)hehadlostthewallet.職場實(shí)用英語交際教程（初級）——Unit4Set

thetask直接引語（directspeech）與間接引語（indirectspeech）直接引語變?yōu)殚g接引語時需要注意以下幾點(diǎn)：根據(jù)意思改變?nèi)朔Q?！癐boughtthesepearlsformymother,”Joesaid.→Joesaidhehadboughtthepearlsforhismother.根據(jù)主從句時態(tài)一致原則調(diào)整引語時態(tài)。Jimsaid,“I’mexpectingalongdistancecall.”→Jimsaidthathewasexpectingalongdistancecall.職場實(shí)用英語交際教程（初級）——Unit4Set

thetask直接引語（directspeech）與間接引語（indirectspeech）指示代詞、地點(diǎn)及時間狀語須做必要變動。Hesaid,“Sheiscomingthisweek.”→Hesaidthatshewascomingthatweek.Shesaid,“I’llcomehereagaintonight.”→Shesaid(that)shewouldgothereagainthatnight.Hesaid,“Isawherthedaybeforeyesterday.”→Hesaidhe’dseenhertwodaysbefore.職場實(shí)用英語交際教程（初級）——Unit4Set

thetaskRewritethesentencesintoindirectspeech.“Iamverygladtovisitthecompany,”shesaid.Hesaid,“Ialwaysfeeltired.”Hesaid,“Ihaveanappointmentlatertoday.”職場實(shí)用英語交際教程（初級）——Unit4Set

thetaskShesaidshewasverygladtovisitthecompany.Hesaidhealwaysfelttired.Hesaidhehadanappointmentlaterthatday.Rewritethesentencesintoindirectspeech.4)Marysaid,“Mybrotherlikethisbookverymuch.”5)MrAndersonexplained,“Idon’tknowMichaelhasgonetoShanghai.”職場實(shí)用英語交際教程（初級）——Unit4Set

thetaskMarysaidherbrotherlikedthatbookverymuch.MrAndersonexplained(that)hedidn’tknowMichaelhadgonetoShanghai.PrepareforthetaskReadingThefollowingaresomefrequentlyaskedquestions(FAQs)aboutCoreDigiCompany’ssmartphones.Readthemandgetusefulinformation.職場實(shí)用英語交際教程（初級）——Unit4Understandthetext職場實(shí)用英語交際教程（初級）——Unit4PrepareforthetaskSkimthetextandchoosethebestanswertothefollowingquestion.WhichaspectisNOTcoveredintheFAQs?Howlongitusuallytakestofinishtherepairs.Whereyoucangetthephonesrepaired.Howyoucandobasicchecksbyyourself.Howmuchcommonrepairswillcostyou.?UnderstandthetextReadagainandcompletetheparagraphbyfillingintheblanks. Somefactorsmightin?uencethenetworkspeedofthesmartphone,including(1)___________________,specificperformanceofsome(2)__________________

orwebsites,and(3)__________________places.Customerscangetrepairservicesatany(4)____________________________.Theprofessionaltechnicianstherewoulddeliverhigh-qualityservices.Mostofthecentresoffer(5)________________service.Insomecases,itmaytakemorethan(6)________________tofinishtherepairwork.Customerswillbenotifiedwhenthephoneisreadyforpick-up.職場實(shí)用英語交際教程（初級）——Unit4phonesignalsappscrowdedSmartKRepairCentresame-dayonedayPrepareforthetaskUnderstandthetext職場實(shí)用英語交際教程（初級）——Unit4Workinpairsanddiscussthefollowingquestion.DoyouknowanyothertechnicalFAQsaboutsmartphones?(1)HowcanIunlockmyphone?(2)HowcanIcheckproductauthenticity?(3)HowtodoafactoryReset?PrepareforthetaskVocabulary1.

Poororunstablesignalscanaffectthenetworkspeed.unstable/?n'ste?b?l/adj.不穩(wěn)定的e.g.Thesituationisunstableandpotentiallydangerous.情況不穩(wěn)定，可能有危險。2.

Theproblemonlyoccursincertainappsorwebsites.occur/?'k??/v.發(fā)生；出現(xiàn)e.g.Whenexactlydidtheincidentoccur?

這一事件究竟是什么時候發(fā)生的？職場實(shí)用英語交際教程（初級）——Unit4PrepareforthetaskVocabulary3.

Tryoutanotherapporwebsitetocheckwhetherthenetworkconnectionisnormal.normal/'n??m?l/adj.正常的e.g.It’snormaltofeeltiredaftersuchalongtrip.這樣長途旅行之后感到疲勞是正常的。4.Thetechniciansatallthesecentreshavereceivedprofessionaltraining.professional/pr?'fe??n?l/adj.專業(yè)的；職業(yè)的e.g.Hedealtwiththeprobleminahighlyprofessionalway.他處理這個問題非常專業(yè)。職場實(shí)用英語交際教程（初級）——Unit4PrepareforthetaskVocabulary5.

Thetechnicianswillrepairyourphoneasquicklyastheycan,andyouwillbenotifiedwhenitisreadyforpick-up.notify/'n??t?fa?/v.通知e.g.Pleasenotifyusiftheaboveisnotcorrect.如果上面所說的不正確，請通知我們。職場實(shí)用英語交際教程（初級）——Unit4PrepareforthetaskLanguageinfocusCompletethesentenceswiththecorrectformofthewordsinthebox.Aleapyear____________everyfouryears.Hiscareerasa(n) ______________tennisplayerlasts16years.Hisheightandweightare________________forhisage.Theywere____________

thattheirthingsintheof?ceweretobeclearedaway.Ina(n)______________society,it’shardtoliveahappylife.職場實(shí)用英語交際教程（初級）——Unit4Prepareforthetaskunstableoccurnormalprofessionalnotifyoccursprofessionalnormalnotifiedunstable職場實(shí)用英語交際教程（初級）——Unit4PrepareforthetaskLanguageinfocusCompletethesentencesbycirclingthewordsinbracketsthatcollocatewiththeitalicisedwords.Onveryhotdays,thedemand(of,for)electricityishuge.Thegoodsareready(of,for)shipment.(For,In)otherplaces,peoplemightcelebratetheholidayindifferentways.職場實(shí)用英語交際教程（初級）——Unit4PrepareforthetaskInterculturaltip在移動通信發(fā)展過程中，掌握了通信標(biāo)準(zhǔn)，就掌握了行業(yè)制高點(diǎn)。1978年，美國貝爾實(shí)驗(yàn)室研制出第一代蜂窩狀移動通信系統(tǒng)，也即1G技術(shù)；1987年，中國首個模擬蜂窩移動電話系統(tǒng)投入使用，采用了英國的TACS標(biāo)準(zhǔn)。20世紀(jì)80年代中期，世界開始迎來2G時代；1996年，中國引進(jìn)的源自歐洲的GSM標(biāo)準(zhǔn)正式投入商用。1998年，中國研發(fā)出TD-SCDMA系統(tǒng)，躋身三大3G國際移動通信技術(shù)標(biāo)準(zhǔn)之列。隨著中國國力增強(qiáng)，科技不斷發(fā)展，中國移動主導(dǎo)制定的TD-LTE系統(tǒng)現(xiàn)已成為世界主流的4G通用標(biāo)準(zhǔn)。而隨著中國移動通信技術(shù)日臻成熟，中國的5G標(biāo)準(zhǔn)有望成為5G時代的世界標(biāo)準(zhǔn)。ListeningToreplytothecustomers,NickhasreadthroughtheFAQs,butstillhassomethingtoaskJulie,aseniortechnicianinthecompany.Listentotheirconversationfordetails.職場實(shí)用英語交際教程（初級）——Unit4Prepareforthetask職場實(shí)用英語交際教程（初級）——Unit4ScriptsNick:Hi,Julie,I’mreplyingtosomeusers’enquiries.Oneuserhasaproblemwithhisphone’sbattery,butI’mnotsurehowtodealwithit.Couldyouhelpmewiththat?Julie:Sure.Whichpartareyourunsureabout?Nick:Ifthephone’sbatteryhasashortstandbytime,itmightbecausedbyimproperuse.SoIplantosuggestthathereducethescreenbrightnessandupdatehisphonetothelatestsystemversion.Julie:That’sright.Inaddition,youcanalsoadvisehimtoclearunnecessarybackgroundappsfromtimetotime.Nick:That’sasensiblesuggestion!Butwhatifthesemethodsstilldon’twork?Prepareforthetask職場實(shí)用英語交際教程（初級）——Unit4ScriptsJulie:Well,thenhecanbuyanewbatteryfor275yuanfromourSmartKstore.

Nick:Isee.Butifhisphoneisnew,hisbatterymayjustneedrepairing,right?Julie:Exactly.Inthatcase,youcanadvisehimtogotoalocalSmartKRepairCentreforfurtherexamination.Ifhedoesn’thavetimeforthat,hecanalsosendthephonetotheCentre.Nick:Gotit.Thankssomuch.PrepareforthetaskUnderstandthetextListentotheconversationandchoosethebestanswertothefollowingquestion.WhatissueofthesmartphonedoesNickcheckwithJulie?Theappissue.Thescreenissue.Thesystemissue.Thebatteryissue.職場實(shí)用英語交際教程（初級）——Unit4?PrepareforthetaskUnderstandthetextListenagainandfillintheblanks.Toincreasethestandbytime,thecustomershouldreducethe_________________andupdatehisphonetothelatest____________________.Inaddition,itisbettertoclearunnecessary_________________regularly.Thecustomercanbuyanewbatteryfor_____________fromtheSmartKstore.ThecustomercangototheRepairCentreforfurther_________________.職場實(shí)用英語交際教程（初級）——Unit4Prepareforthetaskscreenbrightnesssystemversionbackgroundapps275yuanexaminationUnderstandthetextWorkinpairsanddiscussthefollowingquestion.ImagineyouareNick.DoyouhaveanyotherissuetocheckwithJuliebeforereplyingtothecustomers?職場實(shí)用英語交際教程（初級）——Unit4PrepareforthetasktherepairfeeatSmartKRepairCentre(2)theaddressofSmartKRepairCentre(3)theWarrantyPeriodofthephoneVocabulary1.

Ifthephone’sbatteryhasashortstandbytime,itmightbecausedbyimproperuse.improper/?m'pr?p?/adj.不正確的e.g.Itwouldbeimpropertocommentatthisstage.在這個階段發(fā)表評論并不恰當(dāng)。職場實(shí)用英語交際教程（初級）——Unit4PrepareforthetaskVocabulary2.

SoIplantosuggestthathereducethescreenbrightnessandupdatehisphonetothelatestsystemversion.brightness/'bra?tn?s/n.亮度；明亮e.g.Thesizeofastaraffectsitsbrightness.

恒星的大小影響它的亮度。update/?p'de?t/v.

更新Everyonefindsitnecessarytoupdatehisknowledge,otherwisehewillbeleftbehindthesociety.每個人都認(rèn)為有必要更新自己的知識，否則將被社會拋在后面。職場實(shí)用英語交際教程（初級）——Unit4PrepareforthetaskVocabulary3.

Inaddition,youcanalsoadvisehimtoclearunnecessarybackgroundappsfromtimetotime.clear/kl??/v.清除；清理e.g.I’llclearthetablelater.我過會兒會把桌子收拾干凈。4.

That’sasensiblesuggestion!sensible/'sens?b?l/adj.合理的；明智的e.g.Thesensiblethingistoleavethemalone.明智的做法是不理他們。職場實(shí)用英語交際教程（初級）——Unit4PrepareforthetaskVocabulary5.YoucanadvisehimtogotoalocalSmartKRepairCentreforfurtherexamination.examination/?g?z?m?'ne???n/n.檢查e.g.Itwasathoroughexamination.

這是一次徹底的檢查。職場實(shí)用英語交際教程（初級）——Unit4PrepareforthetaskLanguageinfocus職場實(shí)用英語交際教程（初級）——Unit4PrepareforthetaskCompletethesentenceswiththecorrectformofthewordsinthebox.Thecompanyhasjust____________allitscomputerequipmenttothelatestversion.The_______________useofmedicinecouldleadtosomesideeffects.The_________________ofthesuncheeredhimup.improperbrightnessupdateclearsensibleexaminationupdatedimproperbrightnessLanguageinfocus職場實(shí)用英語交際教程（初級）——Unit4PrepareforthetaskCompletethesentenceswiththecorrectformofthewordsinthebox.The_________________resultswillbeannouncednextweek.It’syourturnto_______________theroom.Afterfurtherconsideration,hefinallymadea(n)______________choice.improperbrightnessupdateclearsensibleexaminationexaminationclearsensibleLanguageinfocus職場實(shí)用英語交際教程（初級）——Unit4PrepareforthetaskCompletethesentencesbycirclingthewordsinbracketsthatcollocatewiththeitalicisedwords.Ihaveaproblem(in,on,with)myphoneandIthinkIneedtocallthecustomerservice.Youhavetoknowtheworkingprocessbeforeyoufigureouthowtodeal(on,about,with)it.Thephoneturnedoffautomaticallyanditmightbecaused(by,from,through)shortageofpower.Ifyouareunsure(at,about,with)theissue,youcanaskthemanagerforhelp.Youcansendthecomputer(through,to,in)therepaircentretogetitfixed.Careertip職場實(shí)用英語交際教程（初級）——Unit4Prepareforthetask客服人員要善于聆聽客戶的問題和需求，尋找與客戶溝通中的關(guān)鍵詞，抓住重點(diǎn)，從而快速做出正確的反應(yīng)，給出滿意的答復(fù)。在與客戶進(jìn)行溝通的過程中，可采取以下技巧：1.與客戶交談時注意每一句話；2.做記錄，記下要點(diǎn)；3.必要時，適當(dāng)復(fù)述客戶的話并請其確認(rèn)；4.注意客戶說話的語氣和語調(diào)；5.最大限度保持專注，減輕環(huán)境的干擾。DevelopthestrategiesAftermakingclearthecustomers’enquiriesandfindingoutsolutionstotheirtechnicalproblems,Nickwantstolearnmoreabouthowtoreplytocustomersinaprofessionalway.HeasksJulieforsomerecordingsofreplyingtocustomers’enquiries.Workinpairsanddiscussthefollowingquestions.Whatarethestepsofreplyingtocustomers’enquiries?greetingthecustomer;askingfortheproductdetails;askingfordetailsofthetechnicalissues;offeringpossiblesolutions;assistinginmakinganappointmentwithaphysicalstoreWhatinformationwillyouneedfromthecustomers?modelnumber,timeofpurchase;placeofpurchase;technicaldetailsoftheproblem職場實(shí)用英語交際教程（初級）——Unit4Scripts職場實(shí)用英語交際教程（初級）——Unit4Derek:Goodmorning,SmartKCustomerService.HowcanIhelpyou?Customer:Goodmorning.Ihaveaproblemwithmyphone.Idroppeditonthefloorandthescreenisbroken.I’mafraidIhavetoreplacethescreen.Derek:I’msorrytohearthat.CanIhaveyourSmartKIDplease?Customer:Sure,it’s24568765.Derek:DoyouwanttotakeittoaSmartKstoreorsendittoaSmartKRepairCentre?Icanmakeanappointmentforyou.Customer:Thatwouldbegood.IwanttotakeittoaSmartKstore.IthinkthereisonenearParkerStreet.Couldyoumakeitat10o’clocktomorrow?Derek:Teno’clocktomorrow.OK,Ihavemadeanoteofthat.CanIhavemoredetailsaboutyourphone?What’sthemodelnumber?Whendidyoupurchaseit?Customer:It’saModelV.IboughtitinJunelastyear.Soitwasmorethanoneyearago.DevelopthestrategiesScripts職場實(shí)用英語交際教程（初級）——Unit4Derek:Well,Iseethatinyourcustomerprofile.It’snotwithinthewarrantyperiod.Butwithyourextracareplan,thefeewouldstillbecovered.Customer:That’sgreat.Thankyou.Derek:You’rewelcome.Theappointmenthasbeenmadeforyou.AnythingelseIcandoforyou?Customer:Well,howlongdoesittake?WhencanIgetmyphoneback?Derek:Weusuallyprovideasame-dayserviceforscreenreplacement,soitmighttakeseveralhours.Butitstillneedstobeconfirmedbyourtechnician.Customer:OK.Developthestrategies職場實(shí)用英語交際教程（初級）——Unit4Listentooneoftherecordingsandfillintheblanks.Theproblemwiththecustomer’sphoneisthatthe______________isbroken.ThecustomercareadvisersuggeststhatthecustomertakethephonetoaSmartKstoreorsendittoa(n)______________________.Thecustomermakesanappointmentat________________tomorrow.Thecustomer’sphonemodelisModelVandsheboughtitin______________lastyear.Thecustomerdoesnotneedtopayfortherepairbecauseshehasboughta(n)__________________.screenSmartKRepairCentre10o’clockJuneextracareplanDevelopthestrategies職場實(shí)用英語交際教程（初級）——Unit4Listenagainandputwhatthecustomercareadviserdoesinthecorrectorder.Offersasolution.Asksifthereisanyotherproblem.Greetsandasksabouttheproblem.Asksformoredetailsaboutthephone.Asksforcustomer’spersonalinformation.Thecorrectorderis:______________CEDABDevelopthestrategiesVocabulary1.Icanmakeanappointmentforyou.appointment/?'p??ntm?nt/n.預(yù)約e.g.Can

I

arrange

an

appointment

for

Monday?

我可以安排星期一約見嗎？2.OK,Ihavemadeanoteof

that.makeanoteof把······記錄下來e.g.I’llmakeanoteofournextmeetinginmynotebook.我將把下次會議的事記在我的記事簿上。職場實(shí)用英語交際教程（初級）——Unit4DevelopthestrategiesVocabulary3.Iseethatinyourcustomerprofile.customerprofile客戶檔案e.g.Weneedtocreatecustomerprofile.我們要創(chuàng)建客戶檔案。4.It’snotwithinthewarrantyperiod.warrantyperiod保修期e.g.Thewarrantyperiodisoneyear.保修期有一年的時間。職場實(shí)用英語交際教程（初級）——Unit4DevelopthestrategiesVocabulary5.

Butwithyourextracareplan,thefeewouldstillbecovered.extracareplan續(xù)保計(jì)劃e.g.Extracareplanwouldrequireextrapayment.續(xù)保計(jì)劃需要額外付費(fèi)。職場實(shí)用英語交際教程（初級）——Unit4DevelopthestrategiesMainstepsinreplyingtotechnicalenquiries職場實(shí)用英語交際教程（初級）——Unit4Developthestrategies讓客戶表達(dá)問題，發(fā)泄情緒。要做到耐心傾聽，迅速把握客戶要反饋的核心問題。表達(dá)歉意，安撫客戶情緒。需充分展示對客戶的尊重和理解，以獲取客戶的信任。進(jìn)一步了解情況，收集信息。待客戶情緒穩(wěn)定后，需向客戶了解更多的細(xì)節(jié)信息，如產(chǎn)品型號、購買時間、故障細(xì)節(jié)等，以便更好地解決客戶的問題。提出解決辦法。需根據(jù)收集到的信息分析客戶所面臨的技術(shù)問題，為客戶提供最恰當(dāng)有效的解決方案。確認(rèn)有無其他問題，再次表示歉意。提出解決方案后，需再次確認(rèn)客戶是否有其他疑問；同時，再度表示歉意和理解，樹立良好的企業(yè)形象。跟蹤服務(wù)。在向客戶提出解決辦法后，需在一段時間后進(jìn)行跟蹤服務(wù)，如去電詢問客戶的問題是否已解決。如果暫未能解決客戶的問題，可告知客戶待確認(rèn)解決方案后再致電。職場實(shí)用英語交際教程（初級）——Unit4Usefulexpressionsforcustomercare1.與客戶打招呼Hello.Thisis...from...HowcanIhelpyou?Thankyouforcalling...today.Mynameis...I’mheretoprovideyouwiththeverybestservice.2.詢問更多細(xì)節(jié)信息Itwouldbegreatifyoucould...I’dlovetounderstandmoreabout...Couldyoupleasetellmemoreabout...Developthestrategies職場實(shí)用英語交際教程（初級）——Unit4Usefulexpressionsforcustomercare3.表示同情、理解或歉意Iunderstandhowannoying/frustrating...thatwouldbe.Iapologisefortheinconvenience.Icompletelyunderstandwhyyou’dwantthat.YouhaveeveryreasontobeupsetandIapologiseforwhathashappened.4.提供解決方案Givenyourrequirements,thisisthebestplanforyou.Iwouldrecommend...Allyouneedtodois...Developthestrategies職場實(shí)用英語交際教程（初級）——Unit45.暫時未能提供解決方案AsmuchasI’dlovetohelp...DoyoumindifIputyouonholdforacoupleofminutes?I’mjustcheckingafewthingsandI’llbebackwithyouverysoon.6.結(jié)束對話Thanksforbringingthistoourattention.WhatelsecanIhelpyouwith?I’mverypleasedthatwe’vebeenabletohelpyoutoday.Pleasecallagainifyouneedhelp.UsefulexpressionsforcustomercareDevelopthestrategies職場實(shí)用英語交際教程（初級）——Unit4TranslatethesentencesintoEnglish.Developthestrategies有什么我可以幫您的？您可以提供更多的手機(jī)信息嗎？考慮到您的要求，這個可能是最佳解決方案。為此造成的不便，我深表歉意。請您稍等幾分鐘，我需要確認(rèn)一些細(xì)節(jié)。HowcanIhelpyou?Couldyoupleasetellmemoreaboutyourmobilephone?Givenyourrequirements,thismaybethebestplanforyou.Iapologisefortheinconvenience.Pleaseholdonforseveralminutes,Ihavetoconfirmsomedetails.職場實(shí)用英語交際教程（初級）——Unit4Careertip客服撥打電話的基本禮節(jié)選擇恰當(dāng)?shù)耐ㄔ挄r間；自報家門，確認(rèn)通話對象的身份；詢問客戶是否方便接聽電話；長話短說，控制通話時間；表示感謝和祝福。DevelopthestrategiesFulfilthetask職場實(shí)用英語交際教程（初級）——Unit4In“Prepareforthetask”,Nickhaslearnthowtosolvethetwocustomers’problemswiththeirphones.In“Developthestrategies”,hehaslearntsomeusefulexpressionstoreplytothecustomers’enquiriesinaproperandpoliteway.ImagineyouareNick.Youaregoingtomakecallstothetwocustomersandreplytotheirproblems.Thefollowingstepsmayhelpyouwiththetask.職場實(shí)用英語交際教程（初級）——Unit4Step1IdentifyimportantinformationReviewdetailedinformationaboutthesolutionstothecustomers’problemsin“Prepareforthetask”.Findoutwhatinformationshouldbeincludedinyourconversation.Step2ChooseusefulexpressionsReferto“Developthestrategies”andchoosetheexpressionsandsentencepatternsthatcouldhelpyoureplyinaproperandpoliteway.Step3MakeyourownrepliesNowdothefollowingrole-playactivitieswithyourpartner.Makesureyoucoverallthenecessaryinformationandpayattentiontotheexpressions.Fulfilthetask職場實(shí)用英語交際教程（初級）——Unit4Step4ReviseandreflectNow,you’vefinishedreplyingtothecustomers’enquiries.Youmayreflectonyourreplybasedonthefollowingquestions.Haveyougivensolutionsthatworkandhelpthecustomers?Haveyourepliedinapoliteandproperway?Fulfilthetask職場實(shí)用英語交際教程（初級）——Unit4Conversation1Nick:Goodmorning,MrBrown.__________________________________________________________.Iamcallingtohelpyouwiththetechnicalproblemswithyourphone.MrBrown:Great!Nick:You’vementionedthatthebatteryofyourphoneisdrainingquickly,right?MrBrown:Yes.I’veusedthephonefortwoyears,andinthebeginning,thebatteryisgoodtouse.Butrecently,itgetsdrainedquickly.It’sreallyfrustrating.ThisisNickBrown,thetechnicianfromCoreDigiCompanyFulfilthetask職場實(shí)用英語交際教程（初級）——Unit4Conversation1Nick:(2)________________________________________.Tosustainlongstandbytime,Ihavesomesuggestionsforyou.Firstly,(3)________________________________________________.MrBrown:ThisisexactlywhatI’vedonebefore.Nick:(4)__________________________________________________________.Someappswillconsumealotofpower.MrBrown:OK,I’lltry.Butwhatifitdoesn’twork?youcanreduce