Part1-2 Unit 4CustomerService課件-【中職專用】高二英語同步課堂（高教版2021·基礎模塊3）

Listening&Speaking基礎模塊3Unit4CustomerService高等教育出版社CUSTOMEERSERVICELearningobjectivesTomastertheexpressionstomakeanddealwithacomplaint.Tobeabletomakeanddealwithacomplaintindifferentsituations.Todevelopasenseofserviceandadheretoprofessionalprinciples.KnowledgeobjectivesAbilityobjectivesEmotionalobjectivesCUSTOMERSERVICECONTENTS目錄01Warmingup03Speaking02Listening04HomeworkWarmingup01PARTUnit4CustomerServiceWhatafter-saleproblemshaveyouhadinyourlife?Warmingupafter-saleproblemswrongdeliverydamageditems12qualityproblem5packagedelay3packetloss4pricechangewrongcolors67returnandexchange8WarmingupWhat

after-saleproblemsdoestheladyhave?Thecouchwasnotbuiltthesame.WarmingupWhat

after-saleproblemsdoestheladyhave?Therearescratchesandstainsonthediningtable.WarmingupWhat

after-saleproblemsdoestheladyhave?

Thecarpetwaswrongcolor.WarmingupWhat

after-saleproblemsdoestheladyhave?

Replaceallthedamageditemsandthewrongcarpet.Task1Lookandmatch.A.Thedishistoosalty.B.Itisthewrongsize.C.Thereissomethingwrongwiththemobilephonebattery.D.Thereisnohotwateragain.1234將下列投訴與圖片相匹配。BDACTask2Thinkandtick.A.Wearesorryforanyinconveniencecaused.B.I’dliketohavemymobilephonerepaired.C.Excuseme,Iwouldliketomakeacomplaint.D.I’mcallingtocomplainabouttheterribleserviceyouprovidedattherestaurant.思考并勾選出投訴時會用到的語句。不便havesthdone使得某物被...提出投訴，抱怨messageexpressionsandsentencesafter-saleproblemsmakeacomplaintsummaryThedishistoosalty.Itisthewrongsize.Thereissomethingwrongwiththemobilephonebattery.Thereisnohotwateragain.I’dliketohavemymobilephonerepaired.Thedishistoo...Itisthewrong...Thereissomethingwrongwith...Thereisno...again.I’dliketohave...repaired.Excuseme,I’dliketomakeacomplaint.Iamcallingtocomplainabout...Listening02PARTUnit4CustomerServiceTask3Listenandchoose.A.havethescreenofhismobilephonecheckedB.gethisrepairedmobilephoneC.havethebatteryofhismobilephoneexchangedD.havehismobilephonerepaired聽錄音，判斷Tim去售后服務中心的目的。

Timwenttotheservicecenterto________.TIPS適當記錄提煉重點組織信息屏幕電池Task4Listenandtick.再聽錄音，勾選下面的手機維修記錄。NameoftheCustomerTimBrownItemProblemTimeofPurchaseSolutionbatteryscreencameraunabletochargethebatteryproperlybrokenscreencannottakepicturesother:

。threeweeksagothreemonthsagoother:____________changethebatteryrepairthescreenchangethecameraother:

。Task5Listenandcomplete.再聽錄音，完成對Tim經(jīng)歷的描述。Timwenttotheservicecentertohavehis1)__________________repairedyesterday.Hejustboughtthephoneseveral2)_________ago,butnowthebatterycan’tbe3)_____________properly.Thestaff4)

thebatteryandexpressedapologyfortheinconveniencecaused.Sincethemobilephonewasstillunder5)

,theservicecenterfinallyexchangedthebatteryofthemobilephoneforTim.mobilephonemonthschargedcheckedguaranteeScriptStaff:Goodmorning!HowcanIhelpyou,sir?TimBrown:I’dliketohavethemobilephonerepaired.Iboughtitseveralmonthsago,butitseemstohaveaproblemwiththebattery.Staff:What’stheproblem?TimBrown:Itwon’tchargeproperly.EvenifIchargeitforawholenight,thereisstillverylittlepower.Staff:Whendidyoubuythiscellphone,sir?TimBrown:Iboughtitthreemonthsago.Staff:I’msosorryfortheinconveniencecaused.Wouldyoupleaseshowmeyourreceiptsothatwecancheckwhetheritisstillunderguarantee?TimBrown:OK.Hereyouare.Staff:We’llgetyourcellphonecheckedinnotime.Pleasewaitaminute.(Afterhalfanhour)Staff:Thanksforyourpatience.We’veexchangedthebatteryforyou.TimBrown:Thankyou.Staff:Itismypleasure.Pleasecheckthephoneandsignyournamehere.Speaking03PARTUnit4CustomerServiceTask6Listen,readandunderline.聽錄音并跟讀，標出有關投訴及回應的語句。Staff:Goodafternoon!WhatcanIdoforyou,sir?TimBrown:I’dliketohavethissportswatchrefunded.Ijustboughtit,butitseemstohaveaproblemnow.Staff:What’stheproblem?TimBrown:Italwayshasablankscreen.EvenifIchargeitforawholenight,itstilldoesn’twork.Staff:Whendidyoubuythissportswatch?TimBrown:Iboughtitlastweek.Staff:I’msosorryfortheinconveniencecaused.Wouldyoupleaseshowmeyourreceiptsothatwecancheckwhetheritisstillunderguarantee?TimBrown:OK.Hereyouare.Staff:We’llgetyoursportswatchcheckedimmediately.Pleasewaitaminute.(Afterawhile)Staff:Thanksforyourpatience.Sorry,wecan’trefundit.Butwe’veexchangedanewsportswatchforyou.IsthatOK?TimBrown:It’sOK.Thankyou.Staff:It’smypleasure.Pleasecheckthewatchandsignyournamehere.Task6Listen,readandunderline.聽錄音并跟讀，標出有關投訴及回應的語句。Staff:Goodafternoon!WhatcanIdoforyou,sir?TimBrown:I’dliketohavethissportswatchrefunded.Ijustboughtit,butitseemstohaveaproblemnow.Staff:What’stheproblem?TimBrown:Italwayshasablankscreen.EvenifIchargeitforawholenight,itstilldoesn’twork.Staff:Whendidyoubuythissportswatch?TimBrown:Iboughtitlastweek.

1.refundvt.退還；歸還e.g:

Weshouldrefundalltothedissatisfiedcustomers.

顧客如不滿意，可以全額退款。2.havesthdone使得某物被...e.g:

Ihavemyhaircut.我剪了頭發(fā)。3.evenif

即使e.g:Evenifyouwon'ttellme,I'llknowanyway.

即使你不說，我也會知道。4.chargevi.收費；充電e.g:Ichargetwentydollarsanhour.

我一小時收取二十美元。Task6Listen,readandunderline.聽錄音并跟讀，標出有關投訴及回應的語句。Staff:I’msosorryfortheinconveniencecaused.Wouldyoupleaseshowmeyourreceiptsothatwecancheckwhetheritisstillunderguarantee?TimBrown:OK.Hereyouare.Staff:We’llgetyoursportswatchcheckedimmediately.Pleasewaitaminute.(Afterawhile)Staff:Thanksforyourpatience.Sorry,wecan’trefundit.Butwe’veexchangedanewsportswatchforyou.IsthatOK?TimBrown:It’sOK.Thankyou.Staff:It’smypleasure.Pleasecheckthewatchandsignyournamehere.5.inconveniencen.不方便；麻煩e.g:Hepromisedtobeveryquicksoasnottoinconveniencethemanyfurther.

他保證會非常快，以免給他們帶來更多的不便。6.receiptn.收據(jù)；發(fā)票e.g:Iwroteherareceiptforthemoney.

我收到錢后給她寫了一張收據(jù)。7.underguarantee

在保修期內(nèi)e.g:Thecarislessthanayearold,andthereforestill

underguarantee.

這輛汽車少于一年，因此仍在保證之內(nèi)。ThestaffshouldThecustomershouldBeforepractice1.Welcomethecustomer2.Apologizefortheinconvenience3.Listenetothecustomerpatiently4.Checkethereceipt5.Negotiated

solutiontotheproblem6.Demonstrategoodattitude7.Makethecustomersatisfiedwiththeservice1.Expressepurposefirst2.Describetheproblemsnext3.ExpresseexpectationforsolutionTask7Imitateandtalk.兩人一組，根據(jù)所給提示，與同伴練習對話。A:I’dliketohave...exchanged/refunded...Itseemstohaveaproblem.B:What’stheproblem?A:...B:Whendidyoubuythis...?A:...B:I’msosorryfortheinconveniencecaused.Wouldyoupleaseshowmeyourreceiptsothat...?A:...B:We’llgetyour...checkedinnotime.Pleasewaitaminute.(Afterhalfanhour)B:Thanksforyourpatience.We’veexchanged/refunded...foryou.......smartwatchalarmnotworkboughttwodaysago1Task7Imitateandtalk.兩人一組，根據(jù)所給提示，與同伴練習對話。A:I’dliketohave...exchanged/refunded...Itseemstohaveaproblem.B:What’stheproblem?A:...B:Whendidyoubuythis...?A:...B:I’msosorryfortheinconveniencecaused.Wouldyoupleaseshowmeyourreceiptsothat...?A:...B:We’llgetyour...checkedinnotime.Pleasewaitaminute.(Afterhalfanhour)B:Thanksforyourpatience.We’veexchanged/refunded...foryou.......2T-shirtthewrongsizeboughtlastnightExampleStaff:Goodmorning!WhatcanIdoforyou,madam?Customer:I’dliketohavethissmartwatchexchanged.Ijustboughtit,butitseemstohaveaproblemnow.Staff:What’stheproblem?Customer:It’salarmdoesn’tworknow.Staff:Whendidyoubuyit?Customer:Iboughtittwodaysago.Staff:I’msorryfortheinconveniencecaused.Wouldyoupleaseshowmeyourreceiptsothatwecancheckwhetheritisstillunderguarantee?Customer:Ok.Hereyouare.Staff:Wewillgetyoursmartwatchcheckedinnotime.Pleasewaitaminute.(Afterawhile)Staff:Thanksforyourpatience.Wehaveexchangedanewsmartwatchforyou.Isthatok?Customer:Thankyou.Staff:It’smypleasure.Pleasecheckthewatchandsignyournamehere.Task8Roleplay.兩人一組，根據(jù)所給情境和提示，編排并展示服務過程。

TIPS

處理顧客打投訴時，要認真傾聽顧客的意見，對個顧客造成的不便表示抱歉，同時提供解決方案。Time:onemonthagoReceipt:√Problem:restartautomaticallyPreferredSolution:exchangeorrefundExampleStaff:Goodmorning,sir.CanIhelpyou?Tim:I’dliketohavethiscomputerrefunded.Ijustboughtit,butitseemstohaveaproblemnow.Staff:What’stheproblem?Tim:Italwaysrestartsautomatically.Staff:Whendidyoubuyit?Tim:Iboughtitonemonthago.Staff:Sorryfortheinconveniencecaused.Wouldyoupleaseshowmeyourreceiptsothatwecancheck