Part1-2 Unit 4CustomerService课件-【中职专用】高二英语同步课堂（高教版2021·基础模块3）

Listening&Speaking基础模块3Unit4CustomerService高等教育出版社CUSTOMEERSERVICELearningobjectivesTomastertheexpressionstomakeanddealwithacomplaint.Tobeabletomakeanddealwithacomplaintindifferentsituations.Todevelopasenseofserviceandadheretoprofessionalprinciples.KnowledgeobjectivesAbilityobjectivesEmotionalobjectivesCUSTOMERSERVICECONTENTS目录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将下列投诉与图片相匹配。BDACTask2Thinkandtick.A.Wearesorryforanyinconveniencecaused.B.I’dliketohavemymobilephonerepaired.C.Excuseme,Iwouldliketomakeacomplaint.D.I’mcallingtocomplainabouttheterribleserviceyouprovidedattherestaurant.思考并勾选出投诉时会用到的语句。不便havesthdone使得某物被...提出投诉，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听录音，判断Tim去售后服务中心的目的。

Timwenttotheservicecenterto________.TIPS适当记录提炼重点组织信息屏幕电池Task4Listenandtick.再听录音，勾选下面的手机维修记录。NameoftheCustomerTimBrownItemProblemTimeofPurchaseSolutionbatteryscreencameraunabletochargethebatteryproperlybrokenscreencannottakepicturesother:

。threeweeksagothreemonthsagoother:____________changethebatteryrepairthescreenchangethecameraother:

。Task5Listenandcomplete.再听录音，完成对Tim经历的描述。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.听录音并跟读，标出有关投诉及回应的语句。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.听录音并跟读，标出有关投诉及回应的语句。Staff:Goodafternoon!WhatcanIdoforyou,sir?TimBrown:I’dliketohavethissportswatchrefunded.Ijustboughtit,butitseemstohaveaproblemnow.Staff:What’stheproblem?TimBrown:Italwayshasablankscreen.EvenifIchargeitforawholenight,itstilldoesn’twork.Staff:Whendidyoubuythissportswatch?TimBrown:Iboughtitlastweek.

1.refundvt.退还；归还e.g:

Weshouldrefundalltothedissatisfiedcustomers.

顾客如不满意，可以全额退款。2.havesthdone使得某物被...e.g:

Ihavemyhaircut.我剪了头发。3.evenif

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

即使你不说，我也会知道。4.chargevi.收费；充电e.g:Ichargetwentydollarsanhour.

我一小时收取二十美元。Task6Listen,readandunderline.听录音并跟读，标出有关投诉及回应的语句。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；麻烦e.g:Hepromisedtobeveryquicksoasnottoinconveniencethemanyfurther.

他保证会非常快，以免给他们带来更多的不便。6.receiptn.收据；发票e.g:Iwroteherareceiptforthemoney.

我收到钱后给她写了一张收据。7.underguarantee

在保修期内e.g:Thecarislessthanayearold,andthereforestill

underguarantee.

这辆汽车少于一年，因此仍在保证之内。ThestaffshouldThecustomershouldBeforepractice1.Welcomethecustomer2.Apologizefortheinconvenience3.Listenetothecustomerpatiently4.Checkethereceipt5.Negotiated

solutiontotheproblem6.Demonstrategoodattitude7.Makethecustomersatisfiedwiththeservice1.Expressepurposefirst2.Describetheproblemsnext3.ExpresseexpectationforsolutionTask7Imitateandtalk.两人一组，根据所给提示，与同伴练习对话。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.两人一组，根据所给提示，与同伴练习对话。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.两人一组，根据所给情境和提示，编排并展示服务过程。

TIPS

处理顾客打投诉时，要认真倾听顾客的意见，对个顾客造成的不便表示抱歉，同时提供解决方案。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