Part 3-4 Unit 4 CustomerService課件-【中職專用】高二英語同步課堂（高教版2021·基礎(chǔ)模塊3）

Reading&Writing基礎(chǔ)模塊3Unit4CustomerService高等教育出版社CUSTOMEERSERVICELearningobjectivesTolearnwordsandphrasestoreplyacomplaint.Togettheclearprocedurestoreplyacomplaintletterandwriteone.TounderstandandacceptthedifferentcomplaintsbetweenChineseandEnglish.KnowledgeobjectivesAbilityobjectivesEmotionalobjectivesCUSTOMERSERVICECONTENTS目錄01Warmingup03Writing02Reading04HomeworkWarmingup01PARTUnit4CustomerServiceWarmingupMorewaystomakeacomplaint.WarmingupmakeanddealwithacomplaintThestaff

Thecustomer

HowcanIhelp?I’msorryfortheinconveniencecaused.What’stheproblem?Wouldyoupleaseshowmeyourreceiptsothatwecancheckwhetheritisstillunderguarantee?Wecan’trefundit.Butwe’veexchangedanew...foryou.IsthatOK?Thanksforyourpatience.Excuseme,I’dliketomakeacomplaint.Iamcallingabout...Itseemstohaveaproblemnow.Italwayshasablackscreen.I’dliketohavethis...refunded.makeatelephonecallsetanemailgototheshop(facetoface)WarmingupMorewaystomakeacomplaint.Task9Discussandanswer.Whatwillyoudointhefollowingsituations?1)Youreceivedincorrectlydeliveredgoods.2)Thedeliveryofyourorderisdelayed.3)Thedeliverymanplacedawrongaddresssheetonyourpackage.小組討論，回答問題。v.投遞；遞送n.投遞；遞送V.延遲n.單子Reading02PARTUnit4CustomerServiceTask10Readandchoose.A.Makingacomplaint.B.Dealingwithcustomer’scomplaint.C.Discussingbusinesswiththecustomer.

D.Expressingthanks.閱讀信件，選擇合適的主題。

Whatistheletterfor?Task10Readandchoose.閱讀信件，選擇合適的主題。ThomasR.SmithABCCo.3489GreenAve.Olympia,WA98502DearMrSmith,Thankyouforyourtrustinourcompany.I’vereadyouremailabouttheleafletsincorrectlydeliveredtoyourcompany.I’dliketoexpressoursincereapologyfortheinconvenienceduetoourcarelessness.Ithappenedthattherewasanothercompanywhoorderedsimilarleafletsinthesamedistrictasyourcompany.Thestaffwhowasinchargeofthedeliveryputthewrongaddresssheetonthepackageandthuscausedtheproblem.Task10Readandchoose.閱讀信件，選擇合適的主題Sincewehavebeenpartnersforsolong,we’lltryourbesttoworkoutabettersolutionforyou.We’llarrangeforaseconddeliveryasquicklyaspossibleandmakesureyoureceivetherightleafletstomorrow.Asforthewrongleaflets,ourdeliverymanwillgetthepackagebackfromyourcompanywhenhemakesthedeliverytomorrow.Asyoumentionedinyourletter,delayeddeliverywillcauselosstoyourbusiness.Eventhoughyoudidn’texpresssucharequest,wewillreducethepriceoftheleafletsby15%.Toexpressoursincerity,wepromisetogiveyoua5%discountforalltheleafletswemaymakeforyouinthefuture.Sorryagainforallthetrouble.Hopeyouwillsupportourcompanyasbefore.Bestwishes!Sincerely,RichardBrownTask10Readandchoose.A.Makingacomplaint.B.Dealingwithcustomer’scomplaint.C.Discussingbusinesswiththecustomer.

D.Expressingthanks.閱讀信件，選擇合適的主題。

Whatistheletterfor?TIPS

回復(fù)投訴信時，首先要感謝對方的關(guān)注，表達(dá)歉意；其次對顧客的訴求要——回應(yīng)，并提出有效的解決方案。Task11Readandcomplete.細(xì)讀信件，完成對投訴及解決方案的梳理。Problem:

Cause:Solution:Staff

onthepackage.1)Sendtherightleaflets.2)

.3)

forfutureorders..leafletsdeliveredincorrectlyplacedthewrongaddresssheetReducethepriceoftheleafletsby15%A5%discountLanguagepointsanalysis：I’vereadyouremailabouttheleafletsincorrectlydeliveredtoyourcompany.1.leafletn.傳單；宣傳冊E.g:Aleaflethasbeensenttoeverymiddleschoolinthecountry.

已經(jīng)向全國每一所中學(xué)發(fā)放了傳單。2.deliver

v.投遞；遞送

E.g:Theyalwaysdelivergoodsontime.

他們總是能按時交貨。delivery

n.投遞；遞送E.g:Igotadeliveryoffresheggsthismorning.

我今天早晨收到了送來的新鮮雞蛋。Languagepointsanalysis：

I’dliketoexpressoursincere

apologyfortheinconvenienceduetoourcarelessness.4.apologyn.道歉；認(rèn)錯E.g:Ididn'tgetanapology.

沒人向我道歉。3.sincereadj.真誠的；誠懇的E.g:Heacceptedherapologiesassincere.

他接受了她真誠的道歉。sincerityn.真誠；誠摯Iwasimpressedwithhisdeepsincerity.他為人至誠，給我留下了深刻印象。express/makeanapologytosbforsth因某事向某人道歉5.dueto因為，由于E.g:Errorsmayhavebeenmadeduetohiscarelessness.

錯誤可能是由于他的粗心而產(chǎn)生的。Languagepointsanalysis：Ithappenedthattherewasanothercompanywhoorderedsimilarleafletsinthesamedistrictasyourcompany.Thestaffwhowasinchargeofthedeliveryputthewrongaddresssheetonthepackageandthuscausedtheproblem.7.inchargeof負(fù)責(zé)E.g:Hewasplacedinchargeofthedepartment.

他受命主管這個部門。6.Ithappenedthat...

碰巧...

(It是形式主語，真正的主語是that引導(dǎo)的主語從句)E.g:Ithappenedthatdogscanrefusetofightfromtheverystart.

在最開始的時候，會發(fā)生狗拒絕打架的事情。Languagepointsanalysis：Sincewehavebeenpartnersforsolong,we’lltryourbesttoworkoutabettersolutionforyou.9.tryone’sbesttodosth

盡某人最大努力做某事E.g:IamtryingmybesttoimprovemyEnglish.

我正在盡力提高我的英語。8.since引導(dǎo)原因狀語從句E.g:Sinceyouarefreetoday,youhadbetterhaveagoodrest.

既然今天有空，你最好好好休息一下。Languagepointsanalysis：We’llarrangeforaseconddeliveryasquicklyaspossibleandmakesureyoureceivetherightleafletstomorrow.11.makesure確保，確定E.g:Pleasemakesureyouunderstandthispoint.

務(wù)請你們體諒這一點(diǎn)。10.arrange

v.安排；計劃E.g:CanyouarrangeatourformywifeandItoseetheplacesofinterestintheworld.

你能安排我和我妻子去參觀全球的名勝嗎?Languagepointsanalysis：Asyoumentionedinyourletter,delayeddeliverywillcauselosstoyourbusiness.13.delayv.延遲，推遲，延期E.g:Thedelayisduetotheshortageofhands.

事情耽擱下來是由于人手不足。12.mentionv.提及，提到E.g:Nowthatyoumentionit,Idoremember.你這樣一說，我想起來了。14.causeloseto給...造成損失E.g:Thisaccidentcausedgreatlosetothecompany.

這次事故給公司造成了巨大的損失Languagepointsanalysis：Eventhoughyoudidn’texpresssucharequest,wewillreducethepriceoftheleafletsby15%.16.requestn.請求；要求E.g:Divideintogroupsanduserole-playtopractisemakingyourrequest.

通過分組角色扮演來練習(xí)提出要求。15.eventhough

引導(dǎo)讓步狀語從句E.g:Wemustnotletup,eventhoughwearewinning.

我們即使快贏了也決不可松勁。17.reduce...by...

減少...E.g:Thepriceofthismedicinehasbeenreducedbyhalf.

此種藥品的價格降到原來的一半。Task12Readandtick.再讀信件，根據(jù)其內(nèi)容推測并勾選MrSmith的來信內(nèi)容。1)Ihopeyouwillsendtherightleafletstomorrow.2)Weweresurprisedtofindtheleafletswerenotourswhenweopenedthepackage.3)Yourstaffmusthavemadeamistakeabouttheaddress.4)Evenifyoucansendustherightleafletstomorrow,thedelaywillcauseusabigloss.5)Ihopeyoucanreducethepriceabittomakeupfortheloss.6)Wehopeyoucangiveussomediscountforfutureorders.Summary:HowtowriteacomplaintletterdescribetheproblemexpressdissatisfactionmakearequestTask13Discussandcompare.對比中西方投訴信表述邏輯的差異，分析差異反映了什么不同思維?？偨?jīng)理先生:您好!

作為貴公司產(chǎn)品的忠實用戶，我對貴公司的產(chǎn)品質(zhì)量及良好信譽(yù)充滿信心。故而我一向選用貴公司的產(chǎn)品。今年8月12號，我在XX購買了一臺貴公司的智能音響。誰知一個月后，就出現(xiàn)了開機(jī)沒有聲音的情況。我在9月22號來到貴公司售后服務(wù)書上的維修地址，服務(wù)小姐的態(tài)度實在很差，我因要出差，想請中心盡快修理，結(jié)果遭到一口回絕。原因是他們要過中秋節(jié)，要一周后才能來取。誰知一周后來取時，發(fā)現(xiàn)維修十分粗劣，連后面的螺絲都沒有合好。

此刻我十分不滿意貴公司特約維修中心的服務(wù)，也不想再送我的音響到該維修中心去受苦了。我不明白貴公司對于特約維修中心敷衍顧客、損害顧客的利益有什么處罰措施?？偨?jīng)理先生，這樣的維修中心及服務(wù)只有損害貴公司的形象和信譽(yù)。作為貴公司的忠實用戶，我還是推薦貴公司:善于選擇維修中心，確保售后服務(wù)。

總經(jīng)理先生，我一向留意呵護(hù)這臺音響，如今慘遭此“不幸”，我有點(diǎn)“痛心疾首”，我懇請貴公司將處理結(jié)果函告本人。謝謝！

順祝:商祺!XXX20xx年XX月XX日Writing03PARTUnit4CustomerServiceTask14Readanddescribe.看圖，根據(jù)圖片提示，描述Mary投訴的經(jīng)歷。TheysentoutmygoodsonAugust1,whichwereexpectedtoarrive1)

.inthreedaysTask14Readanddescribe.看圖，根據(jù)圖片提示，描述Mary投訴的經(jīng)歷。However,mygoodswere2)__________for3)

days.WhenIopenedthebox,Ifoundsomeoftheappleswere4)

.delayedelevendamagedTask14Readanddescribe.看圖，根據(jù)圖片提示，描述Mary投訴的經(jīng)歷。Itelephonedto5)________________________.Theshopdecidedto6)_______________________________________________andgiveme7)_____________________forfutureorders.makeacomplaintsendmea15%discountanotherboxofapplesSummary:replytoacomplaintletterexplainthecauseexpresssincereapologyproposesolutionputforwardexpectat