高教版（2021）基础模块3Unit 4 Customer Service精品课件ppt

这是一份高教版（2021）基础模块3Unit 4 Customer Service精品课件ppt，共53页。PPT课件主要包含了Warming Up，months，charged，checked，guarantee，录音原文，Script，Role play，小组讨论回答问题，delayed等内容，欢迎下载使用。

将下列投诉与图片相匹配。
Lk and match.
A. The dish is t salty.
B. It is the wrng size.
C. There is smething wrng with the mbile phne battery.
D.There is n ht water again.
Think and tick.
思考并勾选出投诉时会用到的语句。
A. We are srry fr any incnvenience caused.
B. I’d like t have my mbile phne repaired.
C. Excuse me, I wuld like t make a cmplaint.
D. I’m calling t cmplain abut the terrible service yu prvided at the restaurant.
Listening and Speaking
听录音，判断Tim去售后服务中心的目的。
Listen and chse.
Tim went t the service center t 　　　　.
have the screen f his mbile phne checked
get his repaired mbile phne
have the battery f his mbile phne exchanged
have his mbile phne repaired
Listen and tick.
再听录音，勾选下面的手机维修记录。
Listen and cmplete.
再听录音，完成对Tim经历的描述。
Tim went t the service center t have his 1)　　　 　 repaired yesterday. He just bught the phne several 2)　　　　 ag, but nw the battery can’t be 3)　　　 　 prperly. The staff 4)　　 　　 the battery and expressed aplgy fr the incnvenience caused. Since the mbile phne was still under 5)　　 　　, the service center finally exchanged the battery f the mbile phne fr Tim.
Staff: Gd mrning! Hw can I help yu, sir?Tim Brwn: I’d like t have the mbile phne repaired. I bught it several mnths ag, but it seems t have a prblem with the battery.Staff: What’s the prblem?Tim Brwn: It wn’t charge prperly. Even if I charge it fr a whle night, there is still very little pwer.Staff: When did yu buy this cell phne, sir?Tim Brwn: I bught it three mnths ag. Staff: I’m s srry fr the incnvenience caused. Wuld yu please shw me yur receipt s that we can check whether it is still under guarantee?Tim Brwn: OK. Here yu are.Staff: We’ll get yur cell phne checked in n time. Please wait a minute.(After half an hur)Staff: Thanks fr yur patience. We’ve exchanged the battery fr yu. Tim Brwn: Thank yu.Staff: It is my pleasure. Please check the phne and sign yur name here.
Listen, read and underline.
听录音并跟读，标出有关投诉及回应的语句。
Staff: Gd afternn! What can I d fr yu, sir?Tim Brwn: I’d like t have this sprts watch refunded. I just bught it, but it seems t have a prblem nw. Staff: What’s the prblem? Tim Brwn: It always has a blank screen. Even if I charge it fr a whle night, it still desn’t wrk. Staff: When did yu buy this sprts watch?Tim Brwn: I bught it last week. Staff: I’m s srry fr the incnvenience caused. Wuld yu please shw me yur receipt s that we can check whether it is still under guarantee?Tim Brwn: OK. Here yu are. Staff: We’ll get yur sprts watch checked immediately. Please wait a minute.(After a while) Staff: Thanks fr yur patience. Srry, we can’t refund it. But we’ve exchanged a new sprts watch fr yu. Is that OK?Tim Brwn: Thank yu. Staff: It’s my pleasure. Please check the watch and sign yur name here.
Imitate and talk.
两人一组，根据所给提示，与同伴练习对话。
A: I’d like t have ... exchanged / refunded ... It seems t have a prblem. B: What’s the prblem?A: ... B: When did yu buy this ... ?A: ... B: I’m s srry fr the incnvenience caused. Wuld yu please shw me yur receipt s that ... ?A: ... B: We’ll get yur ... checked in n time. Please wait a minute.(After half an hur)B: Thanks fr yur patience. We’ve exchanged / refunded ... fr yu. ... ...
两人一组，根据所给情境和提示，编排并展示服务过程。
Time: ne mnth agReceipt: √Prblem: restart autmaticallyPreferred Slutin: exchange r refund
Reading and Writing
Discuss and answer.
1) Yu received incrrectly delivered gds.
2) The delivery f yur rder is delayed.
3) The delivery man placed a wrng address sheet n yur package.
What will yu d in the fllwing situatins?
Read and chse.
阅读信件，选择合适的主题
阅读信件，选择合适的主题。
Since we have been partners fr s lng, we’ll try ur best t wrk ut a better slutin fr yu. We’ll arrange fr a secnd delivery as quickly as pssible and make sure yu receive the right leaflets tmrrw. As fr the wrng leaflets, ur delivery man will get the package back frm yur cmpany when he makes the delivery tmrrw.As yu mentined in yur letter, delayed delivery will cause lss t yur business. Even thugh yu didn’t express such a request, we will reduce the price f the leaflets by 15%. T express ur sincerity, we prmise t give yu a 5% discunt fr all the leaflets we may make fr yu in the future.Srry again fr all the truble. Hpe yu will supprt ur cmpany as befre.Best wishes!Sincerely,Richard Brwn
A. Making a cmplaint.C. Discussing business with the custmer. D. Expressing thanks.
What is the letter fr?
B. Dealing with custmer’s cmplaint.
Read and cmplete.
细读信件，完成对投诉及解决方案的梳理。
leaflets delivered incrrectly
placed the wrng address sheet
Reduce the price f the leaflets by 15%
A 5% discunt
Read and tick.
再读信件，根据其内容推测并勾选 Mr Smith的来信内容。
1) I hpe yu will send the right leaflets tmrrw.
2) We were surprised t find the leaflets were nt urs when we pened the package.
3) Yur staff must have made a mistake abut the address.
4) Even if yu can send us the right leaflets tmrrw, the delay will cause us a big lss.
5) I hpe yu can reduce the price a bit t make up fr the lss.
6) We hpe yu can give us sme discunt fr future rders.
Discuss and cmpare.
对比中西方投诉信表述逻辑的差异，分析差异反映了什么不同思维。
Read and describe.
看图，根据图片提示，描述Mary投诉的经历。
They sent ut my gds n August 1, which were expected t arrive 1) .
in three days
Lk and describe.
Hwever, my gds were 2)　　 　　 fr 3)　　 　　days. When I pened the bx, I fund sme f the apples were 4) .
I telephned t 5)　 　　　.The shp decided t 6)　 　　　and give me 7)　　　 　 fr future rders.
make a cmplaint
send me anther bx f apples
a 15% discunt
Write and practice.
假设你是店里的员工，根据活动14的投诉，回复一封电子邮件。
Dear Madame,First f all, I want t express 　　　　　　　　　 　　　 　　　, even if it was due t the bad weather. As yu mentined n the phne, sme apples 　　　　　　 　　, s 　　　 　　　　 　　　　　　　　　. And we prmise t 　　　　　　　　　 　　　　　　　.Hpe yu will supprt us as always.Yurs sincerely　　　 .
ur sincere aplgy fr the delayed delivery
were damaged
we decided t send yu anther bx f apples
give yu a 15% discunt fr future rders
Culture Understanding
Cultural Understanding.
Read the passage and answer the fllwing questins.
Wh d nt like deadlines in business?A. Chinese. B. Spanish. C. Turks. D. Filipins.
2) In which cuntries shuld we take care nt t share persnal infrmatin?A. Chinese. B. Turkey. C. Germany. D. France.
Surf the Internet r access ther resurces t get t knw different business cultures. Share them with yur classmates.
Language Practice
Read and grup.
找出与上面从句相同的句子并归类。
1) Since it is ur fault, we will pay fr all yur lss.2) They agreed t send me the package even thugh the weather was terrible.3) We have been serving in this cmpany since I graduated.4) Yur battery wn’t last lng if yu d nt charge it as required.5) I rdered ten bxes f mn cakes in rder that everybdy in the class culd have ne.6) He is s excited that he can hardly sleep.7) I think we shuld pay fr the lss because it is ur carelessness that caused the prblem.8) Why dn’t yu start early s that yu dn’t have t hurry?
Read and match.
将左右两栏匹配，并加上适当的连词，组成完整的句子。
1) Everyne f us shuld bey the rules f garbage srting.
2) Yu can see rubbish n bth sides f the way t the muntain.
3) We will send them anther set f leaflets.
4) Yu have n use fr these things.
5) He bught a mbile phne.
A. The gvernment has put a lt f manpwer t cllect the rubbish.
B. It may cause sme lss t ur cmpany.
C. Why dn’t yu give them t thse in need?
D. We can have a better place t live in.
E. His daughter culd cntact him anytime and anywhere.
阅读Tim的投诉经历，并选用恰当的连词补全短文。
Tim went t the service center tday t have his iPad player exchanged. The staff tk ver the iPad and said, “Can I see yur receipt 1)　　 　　 I culd see whether it is still under guarantee?” After checking the receipt, the staff said, “It may take an hur t check. Is that OK, sir?” “N prblem,” Tim said, “2)　　　　 it takes hurs, I’ll wait until I get my iPad. I need it t learn French.” After ne hur, the staff called Tim t the cunter, and said, “Sir, we’ve exchanged yur iPad. It is a ttally new ne.” Tim was very happy. “Sure. 3)　　 　　 yu gave me a new ne, I certainly will give my sincere thanks t yu.”
Discuss and decide.
讨论，根据画线词汇的意思，判断下面的陈述是否正确。
1) Because f delayed delivery, the gds will arrive earlier.2) If the price is reduced, r yu get a discunt, yu pay less. 3) If there is n pwer, ne f the slutins is t charge the battery.4) If smene caused incnvenience t yu, yu wuld have less truble.5) A man with patience is mre likely t lse temper when there is delayed service.6) If the lss is due t yur carelessness, smene else is respnsible fr it.7) When the bss tld yu “make sure the gds arrive n time”, yu will try every effrt t deliver the gds n time.8) I knw yur request since yu mentined it in yur letter.
用所给词的适当形式补全句子。
根据不同的情境，补全下列对话或海报。
Staff: Excuse me. Culd we 1)　　 　　 　frm August 8 t 13?Custmer: N prblem. But yu must 2)　　 　　that my gds arrive by August 15.
delay the delivery f yur gd
Because the milk is nearly verdue (过期), the shp decides t 3)　　　 　 　　　　, and prmised 4)　　 　　 if custmers rder their milk n the mbile App.
reduce the price by 15%
free delivery
Staff: Excuse me, sir? What can I d fr yu?Custmer: Wh 5)　　　　　　　　? I want t make 6)　　 　　. Staff: What’s the prblem?Custmer: The battery f my mbile phne7)　 　　　. Staff: I’m srry fr that. we will 8)　 　. immediately.
is in charge
can’t be charged
Write a reprt abut cmplaints frm custmers.
Wrk in grups. Read the fllwing cmplaints and write dwn the key cntent.
小组活动，阅读下列投诉信，记录主要内容。
delayed delivery
price changed frm 128 yuan t 98 yuan
fill the price difference
the screen f the mbile phne was brken
have the phne exchanged
Wrk in grups. Analyze the prblems and give pssible slutins.
小组讨论，每组选择一个投诉案例进行分析，然后汇总给出解决建议。
delayed delivery; change f price; damage f gds (screen brken)
pay fr lss; fill the price difference; exchange fr a new ne
delivery; way f prmtin
pay fr the lss f the custmers; fill the price difference; send thema new ne; give them a discunt fr future rders
Finish yur reprt and share in class.
小组完成报告，并在班级内分享。
Dear Manager,We’ve read thrugh the cmplaints. We think the main prblem is ur 　　　　 　　　. S we are respnsible fr it. 　　　　　　　 the custmers cmplained a 　　 and damage caused t the gds during the curse f 　　 , we think we shuld 　　　　 　, fr example, 　　　 　　 　. As fr the price difference, we think we shuld 　　　　　 fr the custmers. These are ur suggestins. Lking frward t yur reply.Yurs sincerely, .　
delivery and act f prmtin
pay fr their lss
send them new nes r give them a discunt fr future rders
Self-assessment
Use the wrd clud t check the wrds and expressins yu have learned.
看词汇云，检查自己对本单元词汇的掌握情况。
根据单元所学，对自己的表现加以评分。
Rate yur perfrmance based n what yu have learned.
use the key sentence structures, wrds and expressins;understand cmplaints and slutins;make and deal with a cmplaint;identify prblems and slutins in cmplaint letters;cmplete an answer letter t custmers’ cmplaints;fllw the cultural etiquette f dealing with cmplaints.