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课 题 Unit4 Customer Service (Reading & Writing) 课 型 Reading and Writing 课 时 2
授课班级 授课时间 80mins 授课教师
教材分析 本课教学内容选自教材《英语3基础模块》中Unit 4 Customer Service的Reading and Writing，要求学生通过阅读文章，能判断如何处理投诉，概括文章的主题、梳理投诉信息、推测投诉者的投诉内容，并能使用恰当的词汇与句型完成投诉经历的描述，回复投诉信。
学情分析 经过听说内容的学习，学生已能根据情境选用得体的用语进行常见的投诉，能够使用常见句型处理投诉。通过阅读一封投诉信的回信，学习清晰地描述向其合作客户表达歉意，并解释原因和给出解决问题的方法表达和沟通，引导学生分析中西方的投诉信的不同，进一步培养概括、提炼、分析关键信息的阅读能力，以及职场语言沟通能力和思维差异感知能力。通过写作夯实语言基础，描述投诉经历，回复顾客的投诉信，培养逻辑表达能力。
学习目标 1. summarize the theme of the article, sort out the complaint information and content; 2. complete the description of the complaint experience and reply to the complaint letter with appropriate vocabulary and sentence patterns; 3.identify logics of complaint letters; 4.Write an email to deal with customer complaints; 5.recognize the value of honesty in doing business.
学习重难点 1. summarize the theme of the article, sort out the complaint information and content; 2. complete the description of the complaint experience and reply to the complaint letter with appropriate vocabulary and sentence patterns;
教学方法 小组讨论法、任务教学法、情境教学法
课前准备 ppt课件，语音素材，视频与图片
教学媒体 PPT课件、多媒体设备、语音素材、拓展资源包等
教学过程
教学环节 教师活动设计 学生活动设计 设计意图
Step 1: Lead in Watch a video. T: Please watch the video and answer this question: What did she do to express her anger S: She made a complaint. What will you do if you run into these situations T: What will you do if you run into these situations received incorrectly delivered goods. order delivery is delayed the quality is poor the service is bad Watch a video and answer the question. Get familiar with these after-sales situations. 本环节是导入部分，通过观看视频，初步了解顾客投诉一般在什么情况下进行。
Step 2: Pre-reading What will you do、
T: If you are a customer service manager,how will you deal with after-sale problems Play a video and have a brief conclusion of how to deal with an after-sales problem Step 1（安抚）: I’m sorry to hear that./That’s totally unacceptable./That must have been very inconvenient for you. Step 2（解决问题）:积极解决You have my word that we will sort this out./作出补偿：We can do something to make up for your inconvenience./给予承诺：It won’t happen again Get familiar with the process of dealing with the after-sales problems, 通过介绍如何处理售后问题的基本步骤，为后文的阅读做铺垫和准备。
Step 3: While-reading Read and choose. (1)T: Read through the passage quickly and find out what is the letter for. (2)Students find out the supporting details of the topic.(...the leaflets incorrectly delivered to your company. I’d like to express our sincere apology for the inconvenience due to our carelessness.) (3)Key points. Make a complaint投诉， deal with 处理， discuss with与...讨论 Question and answer. T: What is the customer’s complaint S: the leaflets incorrectly delivered to the company. T: What is the cause S: The staff who was in charge of the delivery put the wrong address sheet on the package and thus caused the problem. T: What’s the solution S: We’ll arrange for a second delivery as quickly as possible and make sure you receive the right leaflets tomorrow. /we will reduce the price of the leaflets by 15%. /To express our sincerity, we promise to give you a 5% discount for all the leaflets we may make for you in the future. Read and complete. Students read the mind map carefully, and pay attention to the three questions: 1)What’s the problem according to the reading material 2)What caused the problem 3)What solution does the staff give 4.Language points. (1) incorrectly delivered to your company. 过去分词短语作后置定语，修饰leaflets (2)due to由于 (3)who引导定语从句，修饰company (4)the same ...as...和...一样 (5)It happened that碰巧 (6)in charge of负责 (7)thus=therefore因此，表因果关系 (8)try one’s best to do sth.尽某人的全力做某事 (9)work out找到（解决办法等） (10)arrange为不及物动词，arrange for sth.安排某物，arrange for sb. to do sth.安排某人做某事 (11)as...as possible尽可能... (12)make sure确保 (13)as for “关于；至于” (14)cause loss to意为“给...造成损失” (15)reduce...by...减少了；reduce...to...减少到 (16)sincere adj.真诚的 sincerely adv.真诚地 sincerity n.真诚 (17)promise to do承诺做... 5.Read and tick. T: Predict the content of Mr Smith’s letter according to the content of Brown’s letter. Read the passage and get the purpose of writing the passage. Look for answers carefully in the passage. Finish the mind map according to key words. Take notes of the key points. Predict the content of Smith’s letter. 本环节借助根据关键信息、寻找支撑语句、梳理信件中的投诉信息和解决方案信息等一系列活动，侧重培养学生在阅读过程中通过快速阅读寻找关键词，细读分析和提炼关键信息的能力，以及逻辑思维能力。 分词长难句和重点词汇，为后续的写作输出做词汇积累和句型支撑。 本环节通过阅读投诉信的回信，在此基础上推测投诉信的内容，培养学生寻找和分析关键信息，进行推理判断的能力。
Step 4: Post-reading 1.How to reply to a complaint letter. T: Do you know how to reply to a complaint letter, you can follow these steps. express sincere apology explain the cause propose solution(to solid long-term cooperation/to solve the problem) put forward expectations 2.Discuss and compare. T: What’s the differences between Chinese and English complaint letters S:Chinese are more euphemistic(更委婉)and considerate, Westerners like coming to the points directly. Understand the structure of a complaint pare the differences. 本环节是分析投诉信的结构和开放性讨论活动，要求学生通过对比中英文投诉信的差异，提升思维差异感知的素养，从而感知中西方文化差异。
Step 5: Writing Read and describe. T: Please pay attention to the words on the right, get their meanings and use the right forms to fill in the blanks according to the picture. Possible answers: P1:in three days P2: delayed, eleven, damaged P3: make a complaint, send me another box of apples, a 15% discount Read and practice. Students finish writing the complaint letter according the “Read and describe” part. Look at the pictures and describe them with the information given. 本活动是写作练习，要求学生根据上下文含义及逻辑关系，完成投诉信的回复。在提出解决办法时，学生应区分什么是解决顾客当下问题的方案，什么是稳定长期合作的方案，从而锻炼学生职场语言沟通能力和逻辑思维能力。
Step 6: Practice 单选题。 1.How did the company know the customer’s complaint A.by phone B.by letter C.by email 2.Why the problem was caused？ A.The delivery of the order was delayed. B.The delivery man put the wrong address sheet on the package. C.The goods were not carefully checked. 3.What will happen to the wrong leaflets A.The delivery man will get them back to the company. B.The customer will get them for free. C.They will be destroyed. 4.What consequences will happen to the customer A.nothing B.loss to business C.profit to business 5.What will happen to the price A.reduce by 5% B.reduce by 10% C.reduce by 15% 2. 选词填空。 1).Mr. Wang is______________the after-sale depatrment. 2).We’ve reduced the price by 10% to show our_____________. 3).He didn’t____________such a the request. 4). He haven’t worked out a better____________. 5).The_____________of my package is delayed. 6).We will ___________for a second delivery as quickly as possible. 7).A_________is a printed sheet of paper that is given free to advertise or give information about sth. delivery express in charge of solution arrange sincerity leaflet 3.单选。 1.Sorry about the package incorrectly__________to you. A.deliver B.delivery C.delivering D.delivered 2.The school locates at the same district______my house. A.as B.for C.to D.from 3.This man is____________the delivery work. A.in charge B.charge C.in charge of D.charge of 4.We will try our best to_______ a better solution. A.work hard B.work out C.think D.think about Finish the exercise. 巩固重难点，查漏补缺。
Step 7: Summary 1.由于 due to 2.碰巧 It happened that... 3.和...一样 the same...as... 4.负责 in charge of 5.地址单 address sheet 6.尽某人最大的努力做某事 try one’s best to do sth. 7.想出（解决办法等） work out 8.安排某事 arrange for sth. 9.尽可能快 as quickly as possible 10.确保 make sure 11.给...造成损失 cause loss to 12.承诺做 promiseto do 13.减少了reduce...by...
Step 7: Homework 1.读记本节课中的重点单词和表达； 2.熟读阅读材料，掌握关于回复投诉的重点句型； 3. 拓展作业：根据以下情景，写一封投诉信的回复。（假设顾客李明，一个月前从你所工作的商店购买了一台电脑，但是最近电脑总是会自动开机，于是写信到公司要求退款或换新。） Suppose you are a customer service manager, please write a response complaint letter to your customer.

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