Unit 8 Customer Service大学商务英语课件

Unit8

CustomerService所有教学资源，我们给；所有复杂操作，我们做；图书附赠，永久免费，只为老师用书更方便课件教案微课扫码题库建课互评考试平台

学习工具【LearningObjectives】Afterfinishingthisunit,studentsshouldknowhowtomakeresponsestocomplaints.knowhowtoentertainaclaim.knowhowtorefuseaclaim.knowhowtowriteanotice.Warm-up

1．Ifyou’reagoodsalesperson,youcansellanythingtoanyoneonce.Butitwillbeyourapproachtocustomerservicethatdetermineswhetherornotyou’lleverbeabletosellthatpersonanythingelse.Howdoyouensurestrongcustomerserviceandcustomersatisfaction?Tickyourrightchoices.()1.Makeiteasyforyourcustomerstocomplain.()2.Greetthecustomerinafriendlybutappropriatewayandappeareagertohelp.()3.Helpthecustomerbydirectlyaddressingthecustomer’srequest/solvingthecustomer’sproblem.()4.Respondtocomplaintsquicklyandcourteouslywithcommonsense.()5.Showingaknowledgeofthebusiness’sproductsand/orservices.()6.Closethecustomerserviceinteractionappropriately.√√√√√√2.Listentoamessageleftbyacustomer.Listencarefullyandcompletethemaininformationinthismessage.

Thecaller:1)____________from 2)________CompanyTheproblem:3)_________________________________________________Thecallerintendsto:4)___________________________________________Thecaller’snumber:5)_____________Thecallercanbereachedtill:6)______5:30Mrs.McCallACC

thequalityisnotthesameasthesample

sendthewholelotback0181-993421Listening&Speaking

NewWordsandExpressionsafter-saleservicecenter售后服务中心cellphone手机provide...with...为……提供……

avarietyof各种各样的maintenanceservice维修服务

inmostcases在多数情况下theincreasingdust积尘

outofwarranty过了保修期afreecostestimate免费检测

professionalcleaning专业清理Task1:Listentothedialogueandfillintheblankswiththemissingwords.Operator: MotorolaBeijing______________________.CanIhelpyou?Customer: Well,I’mafraidthereissomethingwrongwithmycellphone.Operator: Isee.Weprovideyouwith____________________________toincreaseperformanceandlifespanofourproducts.Wouldyoupleasegiveusabriefdescriptionofthefailure?Customer: Nothingcanbedisplayedonthescreen.after-saleservicecenter

avarietyofmaintenanceservicesOperator:Itdoesn’tsoundthatserious._____________,yourscreenneedsaprofessionalcleaning,duetotheincreaseddust.Youcancontactoneofourservicebranchesalloverthecity.Wewillofferyoufreeserviceandparts.Customer:I’mafraidmycellphoneisoutofwarranty.Itisveryexpensivetopayforrepairsafter____________________________,isn’tit?Operator:No,wechargeforthereplacementpartsonly.Ifyouwishforittoberepaired,pleasecometousforafreecostestimate.Buttherewillbeachargeforprofessionalcleaning.Customer:Thatwouldbefine.Thankyou.Inmostcases

theexpirationoftheguaranteeNewWordsandExpressionsinspectionn.检查replacementn.代替（物）defectiveadj.有缺陷的，有毛病的compensationn.补偿，赔偿amatterofurgency紧急事务Task2:Listentothedialogueandanswerthefollowingquestions.1.What’stheproblemwiththegoodsoforderNo.211?___________________________________________2.Whatdoestheselleraskthebuyertoe-mail?___________________________________________3.Whatwillthesellerdoifitprovestobetheirresponsibilities?___________________________________________4.Whatdoesthebuyerwantthesellertodo?___________________________________________5.Isthebuyer’srequirementaccepted?___________________________________________Thequalityisdifferentfromthatoftheapprovedsamples.Thepictureofproductswiththewrongcolour.

Sendthereplacement.Sendthereplacementimmediately.No.SituationalDialogue

Supposeyouandyourpartnerarethesellerandthebuyerrespectively.Makeupadialogueaccordingtothesituationgivenbelow.Whenthebuyerreceivedthegoods,hefoundfivepiecesmissing.Thebuyerlodgesaclaimagainsttheseller.However,thesellerisunwillingtoentertaintheclaimforsomereason.PassageListentothepassageondealingwithcomplaints,andthenfillintheblankswiththemissingwords.NewWordsandExpressionsresolvev.解决，解除

loyaladj.忠实的，忠诚的inthefirstplace首先，第一 assumev.假定courteouslyadv.谦恭有礼地 swiftlyadv.快地，迅速地proceduren.过程，步骤 rectificationn.矫正，改正Allbusinessesgetcomplaintsfromcustomers.Ifyouhandlethemwell,theycanbeavaluablelearningtoolandcanactuallyincreaseyourcustomernumbers.

canturnanupsetcustomerintoaloyalonewhowillpromoteyourbusinesstotheirfriends.Whenacustomerhasaproblemandyou

,theywillgenerally

thaniftheyneverhadaprobleminthefirstplace.Complaintscanalsobeausefulwayoffindingouthowyoucan

andservices.Researchshowsthataround96%ofcustomersdon’tcomplainwhentheyhaveaproblem—theyjustdon’tcomeback.ResolvingacomplaintfixitbemoresatisfiedimproveyourbusinessSinceonly4%ofunhappycustomerscomplain,youcouldmakethemistakeof

thatnothingiswrongwithyourbusiness.Complaintsareyourmosteffectivefeedback.Complaintsshouldbehandledcourteously,sympatheticallyand—aboveall—swiftly.Makesurethatyourbusinesshasanestablishedprocedurefordealingwithcustomercomplaintsandthatitisknowntoallyouremployees.Attheveryleastitshouldinvolve:assuming1)listeningsympatheticallyto_________________ofthecomplaint;2)recordingthedetailstogetherwith

relevantmaterial,suchasasales

receiptordamagedgoods;3)offeringrectification—whetherbyrepair,

replacementorrefund;4)appropriatefollow-upaction,suchasa

letterofapologyoraphonecalltomake

surethattheproblemhasbeensolved.establishthedetails

LanguageFocus

Makingresponsestocomplaints:apologizing1.Wearesorrythatthequalityofourgoodsdidnotturnouttomeetyoursatisfaction.2.I’msorryforanyinconveniencethishascausedyou.3.We’reextremelysorryforallthetrouble.Makingresponsestocomplaints:takingaction1.I’lllookintothematterimmediately.2.We’llworkeverythingoutandgetbacktoyouwithasolution.3.We’lltakeresponsibilityforit.4.Thisisdefinitelyourfault.Iassureyouitwon’thappenagain.1.Ifwewereatfault,wecouldbegladtocompensateyouforyourlosses.2.Inviewofourfriendlybusinessrelations,wewillacceptyourclaim.3.Wehavedecidedtocompensateyouwithapaymentof5%ofthetotalvalue.4.Aftermakingathoroughinvestigation,wehavedecidedtoacceptyourclaimandtocompensateyouforthefullsuminvolved.5.We’llsendyouareplacementrightaway.Entertainingaclaim1.Wecan’tentertainsuchaclaimwithoutproofofloss.2.TherearenogroundsforthisclaimsoI’msorrytosaywecan’tacceptyourclaimagainstus.3.Thedocumentssubmittedbyyoutosupporttheclaimforcompensationareinsufficient.Therefore,weareunabletoconsideryourclaim.4.Yourclaimshouldbeagainsttheshippingcompany.5.Sincenosufficientdocumentscanbefoundtosupportthecase,we’reworriedthatyourclaimcan’tbeconsidered.6.Wehopeourexplanationwillconvinceyoutowithdrawyourclaimandhopethismatterwillhavenoharmfuleffectonthedealingsbetweenusinfuture.RefusingaclaimEasyTime

Enjoythefollowingsong.AllGoodThings

Reading

Lead-in

GoogletheChineseequivalentforthefollowingwordsandfigureouttheirmeaning.1.claim2.settlementofclaim3.arbitration4.litigation

索赔:demandforasumofmoney(asinsurance,compensation,awageincrease,etc)

理赔:agreementbetweentwoormorepartiestosettlealegalclaimwithpaymentandotherterms

仲裁:theofficialprocessofsettlinganargumentoradisagreementbysbwhoisnotinvolved

诉讼:theprocessofmakingordefendingaclaiminacourtoflawReadingClaim

NewWordsandExpressionsclaim/kleɪm/n.

（对保险公司的）索赔execution/ˌeksɪ'kjuːʃn/n.

履行，完成，执行，签订respective/rɪˈspektɪv/adj.

各自的，分别的obligation/ˌɔblɪˈgeɪʃn/n.

义务，职责defaulter/dɪˈfɔːltə/n.

不履行者makeup弥补provision/prəˈvɪʒn/n.

规定，条款；供应settlement/ˈsetlmənt/n.解决；清算；结账occurrence/əˈkʌrəns/n.

事件；发生incur/ɪnˈkɜː/v.

遭致，惹起，带来；遭受lodgeaclaim提出索赔nonconformity/ˌnɔnkənˈfɔ:mɪtɪ/n.

不一致，不适合stipulation/ˌstɪpjuˈleɪʃn/n.

契约，规定，条文inferior/ɪnˈfɪərɪə/adj.

较低的，次等的arbitration/ˌɑːbɪˈtreɪʃn/n.

仲裁litigation/ˌlɪtɪˈgeɪʃn/n.

诉讼convincing/kən'vɪnsɪŋ/adj.

令人信服的Notes

Inthiscase,theaffectedpartyisentitledtorequestthedefaultertomakeuphislossesaccordingtotherelevantprovisionsunderthecontract.

这种情况下，受损失的一方有权根据合同规定要求责任方赔偿损失。

beentitledto意思是“给予（某人……）的权利”。

Example:Theemployerisentitledtoaskforreferences.雇主有权索要推荐信。2.Suchrequesttheaffectedpartymakesforcompensationiscalled“claim”,andthatthepartyresponsibleforthelossesordamagetakesmeasurestodealwiththeclaimonewayoranotheriscalled“settlementofclaim”.

受损失的一方采取的这种要求赔偿的行为就叫“索赔”，而造成损失或毁坏的责任方对索赔要求进行处理，就叫“理赔”。3.However,theaffectedparty,inconsiderationofthegoodrelationwiththeotherparty,orthelossincurredbeingaminorone,sometimesdoesnotlodgeaclaimagainstthesuppliers,butratherrequeststhemtomakesurethatsuchthingswillnothappenagain.

但是，有时，受损失的一方鉴于与另一方的良好关系或损失轻微，不会向供货方提出索赔，而是要求他们保证不再发生这样的事。4.Generallyspeaking,thepartiesinvolvedinaclaimwillfirsttrytosettleaclaimthroughfriendlynegotiation,andavoidarbitrationorlitigation.

一般来说，双方首先都会试图通过协商解决索赔问题，避免仲裁和诉讼。5.Thepartyresponsiblefortheclaimshouldtakeimmediateactiontomakeinvestigations,sendpromptreplytotheaffectedpartyandsolvetheprobleminaccordancewiththeinternationaltradeusagesorconventions.

责任方必须立即采取行动、进行调查，及时向受损失的一方作出回复并按国际贸易惯例解决问题。

inaccordancewith意思是“依照……”。

Example:Inaccordancewithherwishes,shewasburiedinFrance.依照她的遗愿，人们将她葬在了法国。

6.Itismoreconvincingiftheaffectedpartycanprovidetherelevantevidence,acertificateofinspection,forexample,tosupporthisclaimorrequest.

受损失的一方的要求或索赔，如有相关的证据、证书、检验报告作支撑，将更有说服力。7.Third,despitethatdealingwithaclaimisnopleasantmatter,weshouldbecalmandreasonableinattitudewhennegotiatingforasettlement.

尽管处理索赔是件不愉快的事，我们也应该保持冷静和理智的态度去协商解决办法。ExercisesReadthetextanddecidewhetherthefollowingstatementsareTrue(T)orFalse(F).()1.Ifonepartytothecontractdoesn’tperformitsobligationsandcausesgreatlossestotheotherone,theaffectedpartyhastherighttolodgeaclaim.()2.Claimoftenhappensinthedomestictradepracticebutseldomoccursinforeigntradepractice.TF()3.Everytimeapartysuffersgreatlosses,itlodgesaclaimagainsttheotherparty.()4.Latedeliveryofgoodsisoneofthereasonsforwhichabuyerfilesaclaimagainsttheseller.()5.Thepartiesinvolvedinaclaimmayresorttoarbitrationorlitigationtosettleaclaim.FTTII.MatcheachwordinColumnAwithitscorrespondingexplanationinColumnB.

ColumnA

ColumnB1.settlement2.execution3.arbitration4.inferior5.provision6.incur7.claima.settlingofadisputebyathirdpartyb.anagreementtoendadisagreementordisputec.demandforasumofmoneyd.theactofdoingapieceofworke.stipulationinalegaldocumentf.causeoneselftosufferg.low(er)inrank,importance,quality,etcIII.Fillintheblankswiththewordsorphrasesgivenbelow.Changetheformsifnecessary.

respective entitle negotiate resolveinferior makeup stipulate convincing1.It_______________thatthegoodsshouldbedeliveredwithinthreedays.2.Hearguedforcefullyand_______________thattheywerelikelytobankruptthebudget.3.Bothsidesmetinordertotry_______________theirdifferences.wasstipulatedconvincinglytoresolve4.Theyeachexcelintheir_______________fields.5.Youarenot_______________tounemploymentbenefitifyouhaveneverworked.6.You’llhaveto_______________theworkyou’vemissedwhileyouwereaway.7.Womanis_______________tomaninstrength.8.We’vedecided_______________withtheemployersaboutourwageclaim.respectiveentitledmakeupinferiortonegotiateIV.TranslatethefollowingsentencesintoEnglish.

1．看来情况已十分清楚，我们希望你方能设法尽快解决问题。2．由于这些产品质量低劣，所以我方把20箱全部退回，务必请贵方更换。Thisseemstobeaveryclearcaseandwehopeyouwillseeyourwaytomakepromptsettlement.Asthegoodsareinferiorinquality,wearereturningthewholeofthe20casesandmustaskyoutoreplacethem.3．考虑到我们之间长期的业务关系，我们希望各让一半解决这项索赔。4．我们所收集的资料还不足以令人信服。5．如果有足够的文件作证，我们会理赔的。Inviewofthelongbusinessrelationsbetweenus,wewishtomeetyouhalfwaytosettletheclaim.Thedatawehavecollectedisnotenoughtobeconvincing.We’llcertainlyentertainaclaimifitissupportedbyadequatedocuments.WritingNoticeAnoticeisaveryshortpieceofwritingwhichisusuallyformalinstyle.Itiswidelyusedbyindividualsandorganizationstoannounceeventsandcelebrations,birthsanddeaths,occasionslikeinaugurationsorsales,toissuepublicinstructions,tomakeappealsandtoextendinvitationsbesidesissuenoticesofterminationtotheemployeesorotherwayaroundi.e.noticeofleavingthejobfromtheemployeetotheemployer.Contentthatagoodeffectivenoticemustincludeinitare:1)NameoftheOrganization,InstitutionorOfficeissuingit.1)NameoftheOrganization,InstitutionorOfficeissuingit.2)Dateofissuingofaparticularnotice.3)Theheading“notice”tomakeitveryclear.4)Asuitabledescription/eye-catchingcaptionorheadingtoholdtheimmediateattentionofthereader.5)Purposeforwhichithasbeenwrittenlikecallingameeting,drawingattention,makinganappealorinforminggeneralpublicaboutsomeissueofconcernetc.6)Detailsofschedulei.e.date,time,venue,programme,durationetc.incasethenoticeisaboutaneventtobeorganizedinthenearfuture.Sample1

HOLIDAYNOTICEAllemployeesofABCcompanyareherebyinformedthattheOfficewillremainclosedonJuly4th,inobservanceoftheIndependenceDayholiday.WISHYOUHAVEAGREATTIME.

HumanResourcesDepartmentJuly2nd,2011

NOTICE,AGENDAANDSTAFFPAPER

FORTHEDECEMBER1,2004TECHNICALCONFERENCE(November22,2004)TheFederalEnergyRegulatoryCommissionwillhostatechnicalconferenceonDecember1,2004toassessthestateofwindenergyinwholesaleelectricitymarkets.Thegoalofthetechnicalconferenceistoexplorepossiblepolicychangesthatwouldbetteraccommodatetheparticipationofwindenergyinwholesalemarkets.Theconferencewillbeginat10:00a.m.andendatapproximately6:00p.m.(MountainStandardTime)attheAdamsMarkDeverHotel,1550CourtPlace,Dever,Colorado.Sample2

Theconferenceisopenforthepublictoattend,andregistrationisnotrequired.TranscriptsoftheconferencewillbeimmediatelyavailablefromAceReportingCompany(202-346-5800or1-800-557-8813)forafee.TheywillbeavailableforthepublicontheCommission’seLibrarysystemsevencalendardaysafterFERCreceivesthetranscript.Additionally,CapitolConnectionofferstheopportunityforaremotelisteningoftheconferencesviatheInternetoraPhoneBridgeConnectionforafee.InterestedpersonsshouldmakearrangementsassoonaspossiblebyvisitingtheCapitalConnectionwebsiteatandclickingon“FERC.”IfyouhaveanyquestionscontactDavidReiningerorJuliaMorelliattheCapitalConnection(703-844-5911).Formoreinformationabouttheconference,pleasecontactSarahMcKinleyat202-346-5801.LindaMirtryDeputySecretaryFederalEnergyRegulatoryCommissionQuestions:WhatdepartmentissuestheHOLIDAYNOTICE?2.WhydotheemployeesinABCCompanyhaveadayoff?3.WhenwilltheemployeesinABCCompanygobacktowork?HumanResourcesDepartment.BecauseoftheIndependenceDayholiday.OnJuly5th.4.WhyTheFederalEnergyRegulatoryCommissionwillhostatechnicalconference?5.Howmanyhourswillthetechnicalconferencelast?Toexplorepossiblepolicychangesthatwouldbetteraccommodatetheparticipationofwindenergyinwholesalemarkets.8hours.

UsefulExpressions

通知写作常用句型1.AllemployeesofABCCompanyareherebyinformedthat...

特此通知ABC公司的所有员工……2.Allparticipantsarerequiredtoattendthemeetingat9:00a.m.

所有参加者须在上午九点出席会议。3.Formoreinformationabouttheconference,pleasecontact...

更多会议信息请联系……4.Theconferenceisopenforthepublictoattend,andregistrationisnotrequired.

会议向公众开放，不需要登记。5.Ourofficehoursshouldbebacktonormaltomorrow.

我们的办公时间明日将恢复正常。6.Tomaintaincorrectbusinessprocedureandsoundsecurity,weareaskingallcustomers’cooperationtoobservethefollowingrules.

为确保营业的良好秩序和安全，请顾客们遵守以下规则。通知写作常用语1.undertheauspicesof...

由……主办、发起或赞助2.tobescheduled...

定于……（举办某活动）3.Pleasebeadvisedthat...

请注意，……4.Ihavethehonortoannounce...

我很荣幸宣布……ExercisesTask1:StudythefollowingMEETINGNOTICEANDAGENDAandtranslateitintoChinese.MEETINGNOTICEANDAGENDADates:October9,2006Time:9:30~11:30a.m.Address:DepartmentofFinance915LStreetSacramento,CA95814Room:Room7085(7thfloorconferenceroom)AGENDA:1.CalltoOrder

2.RollCallAnneBarsotti,DepartmentofMotorVehiclesJohnMoise,HealthandHumanServicesAgencyDataCenterCarlosRamos,TealeDataCenterCalRogers,DepartmentofFinance,Co-chairpersonRoscoeWilliams,DepartmentofHealthServices

3.DiscussionItemTheworkgroupwilldiscussthedevelopmentoftheplan,tobesubmittedtotheLegislaturebyDecember1,2006,forconsolidatingtheTealeDataCenterandtheHealthandHumanServicesAgencyDataCenter.Thep