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

这是一份中职高教版（2021）Unit 4 Customer Service图文ppt课件，共36页。PPT课件主要包含了Part 1，Warming Up，Part 2，Reading ，Part 3，Writing ，delayed，eleven，damaged，Part 4等内容，欢迎下载使用。
1. Warming Up
3. Writing
2. Reading
01 Warming Up
What will yu d in the fllwing situatins?
Task 9 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.
02 Reading
Task 10 Read and chse.
阅读信件，选择合适的主题。
What is the letter fr?
Making a cmplaint.Dealing with custmer’s cmplaint.Discussing business with the custmer. Expressing thanks.
Service Center
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.
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
Task 11 Read and cmplete.
细读信件，完成对投诉及解决方案的梳理。
Reduce the price f the leaflets by 15%
A 5% discunt
leaflets delivered incrrectly
placed the wrng address sheet
Task 12 Read and tick.
再读信件，根据其内容推测并勾选 Mr Smith的来信内容。
I hpe yu will send the right leaflets tmrrw.We were surprised t find the leaflets were nt urs when we pened the package.Yur staff must have made a mistake abut the address.Even if yu can send us the right leaflets tmrrw, the delay will cause us a big lss.I hpe yu can reduce the price a bit t make up fr the lss.We hpe yu can give us sme discunt fr future rders.
02 Reading -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.: These leaflets are written in a direct readable style.
2. deliver/v.投递；递送 （delivery n.投递；递送）
e.g.: The mrning mail has just been delivered.
I’d like t express ur sincere aplgy fr the incnvenience due t ur carelessness.
3. sincere/adj. 真诚的；诚恳的
e.g.: I wuld like t say a sincere thank yu t everyne wh has helped and supprted me.
4. aplgy/n. 道歉；认错
e.g.: He received a frmal aplgy frm the cmpany.
5. due t 因为，由于
e.g.: She has been absent frm wrk due t illness.
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 the pwer went ut just as I was abut t give the presentatin.
7. in charge f 负责
e.g.: Stern put Travis in charge f the research team.
Since we have been partners fr s lng, we’ll try ur best t wrk ut a better slutin fr yu.
8. since /cnj. 因为 (引导原因状语从句)
e.g.: Since yu are unable t answer, perhaps we shuld ask smene else.
9. try ne’s best t d sth. 尽某人最大的努力去做某事
e.g.: It wasn't her fault, she was trying her best t help.
We’ll arrange fr a secnd delivery as quickly as pssible and make sure yu receive the right leaflets tmrrw.
10. arrange /v. 安排
e.g.: Beth arranged a meeting with the marketing directr.
11. make sure （that） 确保，保证
e.g.: I wanted t make sure yu were all right.
As yu mentined in yur letter, delayed delivery will cause lss t yur business.
12. mentin /v. 提到，提及
e.g.: I mentined the idea t Jan, and she seemed t like it.
13. delay /v. 延迟
e.g.: Our flight was delayed by bad weather.
14. cause lse t 给…造成损失
e.g.: This accident caused great lse t the cmpany.
Even thugh yu didn’t express such a request, we will reduce the price f the leaflets by 15%.
15. even thugh 即使（引导让步状语从句）
e.g.: I can still remember, even thugh it was s lng ag.
16. request /n. 请求；要求
e.g.: Andersn repeated his request that we pstpne the meeting.
17. reduce … by 减少...
e.g.: The wrkfrce has been reduced by half.
Write a number (1–5) t put the parts f the email in rder.
_____ Acknwledge the validity f the cmplaint and say what yu’ll d internally._____ Clse the issue._____ Start by thanking the custmer fr their custm r fr their feedback._____ Reiterate the cmplaint and aplgize n behalf f the cmpany._____ Offer sme cmpensatin r benefit.
Circle the best ptin fr a frmal respnse t a cmplaint.
Task 13 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
03 Writing
Task 14 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
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
send me anther
bx f apples
03 Writing
Fur steps t reply t a cmplaint letter
Task 15 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
Remember the useful wrds and expressins in the lessn.Write a letter t cmplain yur actual after-sale prblem.