中职高教版（2021）Unit 4 Customer Service精品ppt课件

这是一份中职高教版（2021）Unit 4 Customer Service精品ppt课件，文件包含中职专用高中英语高教版2021·基础模块3Part3-4Unit4CustomerService课件pptx、中职专用高中英语高教版2021·基础模块33-4mp4等2份课件配套教学资源，其中PPT共33页， 欢迎下载使用。
Learning bjectives
T learn wrds and phrases t reply a cmplaint.
T get the clear prcedures t reply a cmplaint letter and write ne.
T understand and accept the different cmplaints between Chinese and English.
Knwledge bjectives
Ability bjectives
Emtinal bjectives
CUSTOMERSERVICE
Unit 4 Custmer Service
Mre ways t make a cmplaint.
make and deal with a cmplaint
Hw can I help?I’m srry fr the incnvenience caused.What’s the prblem?Wuld yu please shw me yur receipt s that we can check whether it is still under guarantee?We can’t refund it. But we’ve exchanged a new yu. Is that OK?Thanks fr yur patience.
Excuse me, I’d like t make a cmplaint.I am calling seems t have a prblem nw.It always has a black screen.I’d like t have this
make a telephne call
set an email
g t the shp (face t face)
Task9 Discuss and answer.
What will yu d in the fllwing situatins?
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.
Task10 Read and chse.
A. Making a cmplaint.
B. Dealing with custmer’s cmplaint.
C. Discussing business with the custmer.
D. Expressing thanks.
阅读信件，选择合适的主题。
What is the letter fr?
Thmas R. SmithABC C. 3489 Green Ave.Olympia, WA 98502Dear Mr Smith,Thank yu fr yur trust in ur cmpany. I’ve read yur email abut the leaflets incrrectly delivered t yur cmpany. I’d like t express ur sincere aplgy fr the incnvenience due t ur carelessness.It happened that there was anther cmpany wh rdered similar leaflets in the same district as yur cmpany. The staff wh was in charge f the delivery put the wrng address sheet n the package and thus caused the prblem.
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
TIPS 回复投诉信时，首先要感谢对方的关注，表达歉意；其次对顾客的诉求要——回应，并提出有效的解决方案。
Task11 Read and cmplete.
细读信件，完成对投诉及解决方案的梳理。
Prblem:
Staff n the package.
1) Send the right leaflets.
2) .
3) fr future rders.
.
leaflets delivered incrrectly
placed the wrng address sheet
Reduce the price f the leaflets by 15%
A 5% discunt
Language pints analysis：
I’ve read yur email abut the leaflets incrrectly delivered t yur cmpany.
1.leaflet n.传单；宣传册
E.g:A leaflet has been sent t every middle schl in the cuntry. 已经向全国每一所中学发放了传单。
2.deliver v.投递；递送
E.g:They always deliver gds n time. 他们总是能按时交货。
delivery n.投递；递送
E.g:I gt a delivery f fresh eggs this mrning. 我今天早晨收到了送来的新鲜鸡蛋。
I’d like t express ur sincere aplgy fr the incnvenience due t ur carelessness.
4. aplgy n.道歉；认错
E.g:I didn't get an aplgy. 没人向我道歉。
3.sincere adj.真诚的；诚恳的
E.g:He accepted her aplgies as sincere. 他接受了她真诚的道歉。
sincerity n.真诚；诚挚
I was impressed with his deep sincerity.他为人至诚，给我留下了深刻印象。
express/make an aplgy t sb fr sth 因某事向某人道歉
5. due t 因为，由于
E.g:Errrs may have been made due t his carelessness. 错误可能是由于他的粗心而产生的。
It happened that there was anther cmpany wh rdered similar leaflets in the same district as yur cmpany. The staff wh was in charge f the delivery put the wrng address sheet n the package and thus caused the prblem.
7.in charge f 负责
E.g:He was placed in charge f the department . 他受命主管这个部门。
6.It happened that... 碰巧... (It 是形式主语，真正的主语是that 引导的主语从句)
E.g:It happened that dgs can refuse t fight frm the very start. 在最开始的时候，会发生狗拒绝打架的事情。
Since we have been partners fr s lng, we’ll try ur best t wrk ut a better slutin fr yu.
9.try ne’s best t d sth 尽某人最大努力做某事
E.g:I am trying my best t imprve my English. 我正在尽力提高我的英语。
8.since引导原因状语从句
E.g:Since yu are free tday,yu had better have a gd rest. 既然今天有空，你最好好好休息一下。
We’ll arrange fr a secnd delivery as quickly as pssible and make sure yu receive the right leaflets tmrrw.
11.make sure 确保，确定
E.g:Please make sure yu understand this pint . 务请你们体谅这一点。
10.arrange v.安排；计划
E.g: Can yu arrange a tur fr my wife and I t see the places f interest in the wrld. 你能安排我和我妻子去参观全球的名胜吗?
As yu mentined in yur letter, delayed delivery will cause lss t yur business.
13.delay v.延迟，推迟，延期
E.g:The delay is due t the shrtage f hands . 事情耽搁下来是由于人手不足。
12.mentin v.提及，提到
E.g:Nw that yu mentin it , I d remember . 你这样一说，我想起来了。
14.cause lse t 给...造成损失
E.g:This accident caused great lse t the cmpany. 这次事故给公司造成了巨大的损失
Even thugh yu didn’t express such a request, we will reduce the price f the leaflets by 15%.
16.request n.请求；要求
E.g:Divide int grups and use rle-play t practise making yur request. 通过分组角色扮演来练习提出要求。
15.even thugh 引导让步状语从句
E.g:We must nt let up , even thugh we are winning . 我们即使快赢了也决不可松劲。
E.g:The price f this medicine has been reduced by half. 此种药品的价格降到原来的一半。
Task12 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.
Hw t write a cmplaint letter
describe the prblem
express dissatisfactin
make a request
Task13 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。
总经理先生: 您好! 作为贵公司产品的忠实用户，我对贵公司的产品质量及良好信誉充满信心。故而我一向选用贵公司的产品。今年8月12号，我在XX购买了一台贵公司的智能音响。谁知一个月后，就出现了开机没有声音的情况。我在9月22号来到贵公司售后服务书上的维修地址，服务小姐的态度实在很差，我因要出差，想请中心尽快修理，结果遭到一口回绝。原因是他们要过中秋节，要一周后才能来取。谁知一周后来取时，发现维修十分粗劣，连后面的螺丝都没有合好。 此刻我十分不满意贵公司特约维修中心的服务，也不想再送我的音响到该维修中心去受苦了。我不明白贵公司对于特约维修中心敷衍顾客、损害顾客的利益有什么处罚措施。总经理先生，这样的维修中心及服务只有损害贵公司的形象和信誉。作为贵公司的忠实用户，我还是推荐贵公司: 善于选择维修中心，确保售后服务。 总经理先生，我一向留意呵护这台音响，如今惨遭此“不幸”，我有点“痛心疾首”，我恳请贵公司将处理结果函告本人。谢谢！ 顺祝:商祺!XXX20xx年XX月XX日
Task14Read 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
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
a 15% discunt
anther bx f apples
reply t a cmplaint letter
explain the cause
express sincere aplgy
prpse slutin
put frward expectatins
t slve the prblem
t slid lng-term cperatin
Task15 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
give yu a 15% discunt fr future rders
Remember the useful wrds and expressins in the perid.Grasp the key sentences and prcedures t reply a cmplaint.Write a letter t cmplain yur actual after-sale prblem.